There are then two options you can use to return your item. You can either -

• Package the parcel up with a copy of your invoice inside and ship it back yourself using your own courier that you pay for yourself. If the item was shipped to you on its own, we will refund the item and postage in full. If the item was shipped along with other items, we will refund the item in full only.

Or alternatively we recommend:

• Package the parcel up with a copy of your invoice inside and request a Dungeonland Parcelforce return label. Once received, drop the parcel off at the post office. If the item was shipped to you on its own, we will refund the item and postage in full. If the item was shipped along with other items, we will refund the item in full only. For both methods, your total refund will then be adjusted for minus £7.95. This is to cover the cost of the return postage being charged back to us on your behalf.

Please note that the latter service is not available to addresses Parcelforce class as remote destinations. See our shipping and checkout page.

Item not received

In the UK, Royal Mail Parcelforce will make three attempts to deliver your item. If the deliveries fail it will be held at your local depot. For more information about getting your parcel redelivered refer to our Shipping & Checkout information. If you believe Parcelforce have lost your parcel please contact us as soon as possible. We will assist in chasing this up and should the parcel be confirmed as lost then a refund will be processed on your behalf.

If your parcel delivery has been rejected or returned to us for some other reason you will need to contact us to have the parcel reshipped. You will be required to make a new postage payment should this happen. Please note, we will not attempt to contact you as we have already provided tracking information and updates via both your phone and e-mail address through Parcelforce, so the information is already available to tell you where your parcel is. If your parcel has been returned to us and we have no contact from you we will hold your item for a period of our discretion and if there is still no contact a refund will be processed. Dungeonland is within its rights to charge return postage back to you on an unwanted return or rejected delivery and so your refund will include all the items purchased in the order but will exclude the postage. This total may be adjusted if any digital content was supplied (refer to our unwanted item return information above).

If your parcel is still in transit we may ask you for extra patience during some periods like holiday seasons, or exceptional circumstances, like Brexit or Covid-19, or in areas where Royal Mail advises there are service delays present. We will only refund a parcel as missing once Royal Mail confirm to us this is the case.

Faulty item return terms

Faulty or damaged items may be returned as long as we are notified within fourteen days of the items delivery date to yourself. We will require the following information to process your return:

• Your order number and date
• Your tracking number
• The item being returned
• Brief explanation of the fault / damage
• Photographs including:
• pictures of the fault / damage to the item
• any damage / dents to the parcel the item was delivered in
• the courier label on the outer packaging

Dungeonland will pay the cost of the return if the item is faulty or mis-described; or because you have a legal right to do so as a result of something we have done wrong. A Parcelforce label may be e-mailed to you so that you can drop your item off at a local Post Office or we may arrange a Royal Mail collection from your door. Should you reject our courier and wish to choose your own shipping method to return the item then this will be at your own expense. We will refund you the price you paid for the item (including any applicable outward delivery costs if the item was shipped on its own) by the method you used for payment. We do not refund postage if the item was part of a combined order.

Photographs are essential for us to claim in an event of damage and claims of damage will be rejected if the advised photographs are not included in the claim. If your purchase included a PDF file it may only be returned for a refund of 85% of the purchase price regardless of whether you have downloaded the digital file or not, the file has still been provided. This is due to digital media being non-returnable and immediately available to download.

On occassion Dungeonland may receive damaged stock from suppliers it is unable to return. These may be sold on our website and where they are will be clearly marked as new (with dinks) with a discount added. These items are exempt from being returned faulty due to already having existing damage advertised on them.

How to make a faulty item return

Please click the 'Make a Return' button below and fill out the form to let us know we are expecting your return.

There are then two options you can use to return your item. You can either -

• Package the parcel up with a copy of your original invoice and put the free Dungeonland Parcelforce return label on it and drop it off at a Post Office or wait for the Royal Mail collection (they will bring their own label). If the item was shipped to you on its own, we will refund the item and postage in full. If the item was shipped along with other items, we will refund the item in full only.

Or alternatively if you do not wish to use our choice of courier:

• Package the parcel up with a copy of your original invoice and ship it back yourself using your own courier that you pay for yourself. If the item was shipped to you on its own, we will refund the item and original shipping postage in full. If the item was shipped along with other items, we will refund the item in full only. No return postage will be refunded.

Please note that the Parcelforce return label service is not available to addresses Parcelforce class as remote destinations (see our shipping and checkout page). Customers in those locations should ship the item back as the latter option above describes. Please keep your postage receipt and mail it to us and we will refund any standard mail (not express) service for you.

How do I use my return label?

You will need a printer and you will need to visit a local post office to use our Parcelforce return service. When you receive the label from us download it to your computer first. Then click the Printer icon and choose More Settings at the bottom. Adjust the Scale % so that it says Actual Size. You can now go ahead and print the label. You can put your original invoice back in the box or it is fine with no paperwork. We recommend you repackage the item in its original packaging where possible. Take the item to your local post office and they will scan it and give you a receipt. Keep the receipt as proof of your return.

When will I receive my refund?

We are legally obliged to refund your item within fourteen days of receiving it, however, Dungeonland will typically refund an item within a day or so of receiving it back.  Refunds will be processed by Dungeonland after the returned item has been inspected. Customers should note that in the case of credit and debit card refunds our card processor advises that refunds will take approximately five to ten working days to complete.

Any discounts applied to the order will be reverse applied. All refunds will be reimbursed to the person that Dungeonland sold the item to and by the original payment method used.

My order contains a digital download

Dungeonland includes digital download PDF files for a number of publishers with some of its physical products. These are delivered immediately ready for download as soon as payment is completed. By making a purchase of a physical product with a digital download you give your consent to waive the 14-day cooling-off period that applies to our other products.

Should you need to make a faulty return of a physical book that had digital content included, or should a parcel come back to us undelivered that was a purchase of a physical book with digital content, then it may only be returned for a refund of 85% of the original purchase price. This is due to the digital media being non-returnable and immediately available to download.

If you have a problem downloading your file please contact us and we will replace the file for you. PDF downloads are not returnable and non-refundable and cannot be exchanged after purchase.

If you would prefer to keep your 14-day cooling-off period please contact us and wait for us to respond before purchasing your items. We will remove the PDF from the item listing and supply it to you after the 14 days have elapsed. This allows you to keep your 14-day cooling off period in place on your purchase.

Action Figure & Collectibles Policy

All our items are brand new but may still be subject to receiving minor wear to the outer packaging during their international shipment in to us. Customers that wish to collect 'mint packaging' items should consider this as we do not offer a guarantee that all collectibles and action figures will be received in mint packaging. Some minor wear is always possible. We also do not guarantee against minor scratching or paint application flaws to items that may sometimes occur during production.

In general, we do not accept any of the following as a reason for a faulty return.

• Minor paint application flaws.
  
• Scuffs, scratches or creases to the outer packaging.
  
• Indentations to blisters and bubble carded items.
  
• Movement of the item or an accessory within the packaging.

Customers are of course, welcome to return a product as unwanted as long as it meets the unwanted return criteria specified previously above on this page.