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Frequently Asked Questions

About Forbidden Planet

Who are we?

Forbidden Planet is the world’s largest and best-known science fiction, fantasy and cult entertainment retailer and the largest UK stockist of the latest comics and graphic novels. We specialise in selling action figures, books, comics, DVDs, graphic novels and toys and we offer the best merchandise from the cult cream of movies and television.

Where are we?

We have exciting stores in many major UK cities, including our famous London Megastore on Shaftesbury Avenue and Megastores in Bristol and Southampton. To find a store near you, please use our Store Locator.


How long does an order take to process?

Once your order has been placed, it can take 2-3 working days to bill and ship.

If you’ve made a comic order, it can take 3-4 working days to bill and ship.

Please Note that a ‘Working day’ means Monday, Tuesday, Wednesday, Thursday or Friday that is not a Public or Bank Holiday.

If an item is on a ‘Pre Order’, then we will despatch that item once it’s released. Should your order contain both ‘Pre-Order’ and ‘In-Stock’ items, they will be despatched when the item(s) are ready to ship.

Do you offer a next day delivery service?

At the moment we do not offer a next-day delivery service.

What payment methods do you accept?

Our SagePay secure system accepts MasterCard, Visa, Visa Debit and American Express. We do not currently accept PayPal.

Can I add to my order once it’s been placed?

Sadly not! If you’ve placed an order and missed an item, or wish to add more you’d just need to cancel it through ‘Your Account’ and place a whole new order online.

I have new card details or/ and I’ve moved house! How do I update my details?

If you have an open order, you just need to go to ‘Your Account’ and then click into the order you wish to update.

Please be aware that if you have multiple orders, or open orders, you will need to update those individually with the new details.

How do Pre-Orders work?

A Pre-Order is where a customer places and order for an item that we do not yet have in stock. In this event, we reserve the customers’s order and when we have the required item(s) in stock, we despatch them to the customer.

What happens if my Pre-Order doesn’t come into stock?

Every now and then, manufacturers’ scheduling and shipping dates can change and some Pre-Orders can be delayed, brought forward or cancelled. If the delivery date for an item changes, we will update that item on our website. If we cannot fulfil Pre-Order, we will send you an email to confirm the reason why. We will NOT debit your account.

There are also occasions when a manufacturer does not fulfil our requirements fully, and we do not have enough stock all of the pre-orders. Should this occur, we will fulfil as many orders as we can, beginning with the earliest orders made. If your order cannot be fulfilled we will email you to let you know.

Please be aware that making a pre-order does not guarantee that we will get that item into stock. We will only take payment for pre-orders once stock arrives and is ready to despatch. We cannot be held responsible for suppliers’ cancellations or date changes and it will be the responsibility of the customer to ensure that sufficient funds are available.

What does ‘Temporarily out of stock’ mean?

If you place an order for an item which is listed as ‘Temporarily out of stock’ we will do our best to secure that item for you.

It can take up to four to six weeks for us to receive news on the availability of an item and your order will remain open for as long as we are expecting to receive stock.

Please note that there will be occasions where we are unable to source an item and it may be cancelled from your order. In this event we will endeavour to contact via email to let you know. As with all our orders we will only take payment for an item when we have received a restock and this is ready to be shipped to you.

Can I pick up my order from one of your awesome stores?

We don’t currently allow you to order online and pick up from our stores. Sorry!


How much will my delivery cost?

Shipping rates for UK customers are calculated in the cart and checkout stages. Shipping is calculated by size and weight of goods.

Can you deliver internationally?

Yes, we can deliver orders outside the United Kingdom. If you are an EU resident, your postage rates are calculated for you at the checkout stage. If you are living outside Europe, please contact us and tell us which items you wish to buy. We will then provide you with a shipping quote based on the order’s weight, size and destination.

International packages can take 14-28 days for delivery.

When can I expect my order to arrive?

For delivery of all orders valued at £35.00 and under, exclusive of shipping cost, we will use Royal Mail Second Class.

Delivery usually take 3-5 working days. Please note that a ‘Working day’ means Monday, Tuesday, Wednesday, Thursday, Friday or Saturday that is not a Public or Bank Holiday.

For orders or single products over the value of £35.00, we will use DPD for UK delivery. They will deliver within 48 hours once shipped and only Monday-Friday. You will receive a tracking number directly from DPD once they have picked your order up from us.

If you have ordered several products, and we despatch those products separately, we will count the value of each despatch as a separate item and post it accordingly. We will only charge you for the shipping on the first despatch. When we despatch your items , we will send you an email. You will receive an email for each individual despatch if your items are sent separately.

Please be aware that, in the UK, we have to allow 21 days for items shipped Second Class Royal Mail before we can investigate the non-arrival of an item. Internationally, we’re advised to allow up to 6 weeks.

Are there restrictions on deliveries? i.e BFPO or PO BOX Addresses.

We reserve the right not to deliver orders to an address that may not be secure, for example to a communal postal address or a BFPO or PO Box. If this affects your order, we will contact you as soon as possible. If you have ordered a high value item, Forbidden Planet may reserve the right to deliver to your billing address only. Should this be the case, we will contact you after you have placed your order.

What happens if I’m not home when you deliver?

If you are out and about when Royal Mail or DPD try to deliver and are unable to, they will leave a card confirming they have tried to deliver.

Please follow the instructions on the card to re-organise delivery or pick-up directly with Royal Mail or DPD


I want to cancel my order, how can I do this?

If we have not yet charged or shipped your order, you can cancel by logging into Your Account online and selecting the relevant order. You do not need to contact us.

If your order has been marked ‘Charged’ please call us as soon as possible on 020 7803 1900 Monday-Friday 9.00am-6.00pm.

I’ve changed my mind. How can I return my goods?

If you would like to return a purchase, you may do so within 14 days of the date of despatch. The item must be in resalable condition and in its original undamaged packaging, complete with its original undamaged external box, if applicable. Please include your order number and the reason for return.

My item has arrived and it’s damaged or faulty, what can I do?

In the event of faulty goods please contact us with your order number and details of the damage or faulty nature of the product.

If we are unable to replace your faulty item(s), then we will issue a full refund. Please note, the item(s) must be returned to us for this to be processed

We are unable to refund or replace products bought online in our stores.

Please see the Terms and Conditions for further information.