We accept PayPal and major credit, debit cards. E-mails with questions about any other methods of payment will be ignored. We reserve the right to refund and cancel Your order(s) without notification.
Postage - Postal charges are clearly shown within the auction listing. Please bear in mind that my postal charges include more than the price of a stamp and includes actual postage costs, packaging and handling. If you bid/buy, you are deemed to have accepted the shipping charges quoted. We do not offer combined shipping. E-mails with questions about combined shipping will be ignored.
International shipping - When shipping outside the UK, orders will pass through customs both in England and the destination country; customs in each country will have their own laws and regulations and can occasionally cause delays even to packages sent by services guaranteed by couriers. May be subject to import duties or other taxes.
Dispatch Times - For <Made to Order> items please allow at least 10 weeks (can be longer) to make your item + shipping time. All <IN STOCK> items will be dispatched in 1-5 working days after receiving cleared payment! Occasionally there are delays in busy periods. HA will only accept shipments to a valid street address. We do not deliver to P.O. Boxes & mail forwarding services. We will refuse to complete a transaction if we discover that it includes a mail forwarding service. Once your parcel dispatched in your account confirmation as well as PO tracking number will appear.
Please be aware that once your order has been passed to the delivery service, control of the delivery is out of our hands. Customers deadlines and schedules are not our responsibility.
Europe - 3 to 5 (+or more) working days
USA - 5 to 10 (+or more) working days
Australia/New Zealand - 5 to 10 (+or more) working days
Rest of the World - 5 to 10 (+or more) working days
Of course we'll do our best to finish and dispatch all orders asap and according to estimated time frames, but please remember all times/dates quoted are estimates only estimated date / subject to change), based on availability, normal processing and the accuracy of information provided to us by our delivery company.
Refunds and Exchanges
If any item arrives faulty, damaged or wrong item please notify Hidden Assassins within 48 hours of receipt via email. Once we have accepted the item for return, postage is at your own expense. All items are checked before dispatch, to avoid damaged or faulty items being sent.
Refunds will be made for faulty or incorrect items, including any delivery charge incurred by the buyer (excluding ‘Special Delivery’) in the return of the item. If the products you ordered are delivered to you in good condition but you wish to return them for any reason we will refund the full value of the goods excluding any return carriage charge upon receipt of your returned goods.
Refunds will be processed using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original transaction.
Cancellations on orders of 'in stock' items can be arranged any time prior to shipping - just contact us.
It is not possible to refund 'made to order' items unless you cancel in accordance with your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations or they are faulty or not as described, in which case we may ask to review the goods through an independent inspection before a refund is given. Your consumer rights are not affected.
Any cancellations for 'made to order' items will need to be made in accordance with your rights under Consumer Contract (Information, Cancellation and Additional Charges) Regulations or within 14 days from the date your order was placed.
Your refund will be processed as soon as possible and in any event within no more than 28 days of the day you have given us notice of cancellation.
We reserve the right to refuse refunds on orders that have been expedited, been given priority handling or otherwise been given special treatment in order to fit customers personal/professional deadlines. Please be aware that once your order has been passed to the delivery service, control of the delivery is out of our hands. Customers deadlines and schedules are not the responsibility of Hidden Assassins.
We supply a 14 days money back guarantee on all transactions, excluding custom made, made to order or custom painted items. The guarantee does not cover accidental and deliberate damage, tampering with the item or improper use.
To obtain a refund you must take reasonable care of the goods. If you fail to do so we reserve the right to refuse the refund or deduct a charge based on the condition of the goods.
We will only make a refund using the same method of payment originally used by you to pay for your purchase.
Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.
Additional policies and FAQs
REQUESTS - We cannot guarantee that any extra requests made in the order comments by the customer will be fulfilled. Please sent the requests through a regular conversation.
HALLOWEEN – As we approach Halloween we receive around 10 times more orders than other time of the year, and so items may take a little longer to ship. Please allow extra time for your order to arrive, and make sure you order well in advance for your Halloween Party.
CHRISTMAS – We close down over the Christmas and New Year period for a festive break and to re-organise our shop. All orders received during this time will be shipped as soon as possible once we get back into the workshop.