Frequently Asked Questions

We appreciate that sometimes you may have a burning question that needs answering! Check out our FAQs below, and we hope to answer your question.

At this present time, our Customer Service Team are currently dealing with a huge volume of correspondence, and response times are longer than usual. To help lessen the workload of our Customer Service Team, please read the following FAQs before getting in touch.

Pre-Orders

When do I pay for pre-orders?

Payment is taken at checkout for pre-orders when you place your order, unless you use a “Buy Now, Pay Later” service like Klarna.

We also now have an option for customers to place a non-refundable deposit on pre-order items (if available). This can be selected under the “Payment Option” before placing your item in the cart. Deposits for pre-orders are non-refundable.

Once a pre-order item has arrived in stock and is ready for dispatch, invoices will then be sent out to customers via email to those who have chosen to place a deposit on a pre-order item. If the item is not paid for within 2 working days, the order will be cancelled and the deposit retained. 

The ETA of my item has past, but I haven’t received anything yet or been updated?

ETA’s (Estimated Time of Arrival) are that, they are estimates. They are also subject to change without notice if there are delays from manufacturers and/or our suppliers. Being a retailer in the toys & collectables industry, quite often these ETA's can be delayed... sometimes significantly. Please know that most often this is beyond our control and is simply the nature of the toys &  collectables industry.

Pre-order ETA’s are listed on our product pages alongside our new system on managing ETA updates. We are still working on rolling this out across older pre-order items.

If you chase for an updated ETA, we will simply direct you to the product page for the latest information we have, or our legacy dedicated ETA page for older products not moved over to our new ETA system.

Another retailer has my item in stock. Why haven’t you?

Sometimes, this happens, and it is completely out of the control of both us and other retailers. We are subjected to whenever manufacturers and/or suppliers deliver their goods. There is no need to cancel your order. It will come in stock and will be fulfilled. (You’ll see that sometimes we’re the lucky ones and get stock early also!)

The item(s) I’ve pre-ordered says “Sold Out”, will I still get my order?

Yes, of course! It simply means we’ve sold out of our pre-order allocation we have purchased from our supplier.

The item I’ve pre-ordered is no longer on the website, does that mean my order will be cancelled?

Nope, items for various reasons can be removed from our website at any time, usually because the world wasn’t ready to see it yet! But all pre-order items ordered are guaranteed, and will be fulfilled, there is no need to order elsewhere or cancel your order! In the unlikely circumstance that a pre-ordered item is cancelled by the manufacturer or supplier, you will be informed.

Why has my pre-order not been dispatched yet when it's now listed as in stock?

If you have ordered multiple pre-order items with different ETAs, your order will only be dispatched once all items are in stock.

If you would like your pre-order item(s) which are now in stock, please get in touch with our Customer Service Team at help@sonnertoys.co.uk where they can arrange a partial fulfilment for you at an additional cost.

Please see our Shipping Policy for more details on shipping options by clicking here.

Product Queries

Will an item be restocked?

We’re constantly checking our stock levels, and monitoring our best sellers. If an item is restocked with availability, it will be posted across our social media channels so no one misses out!

How many of each product can I order?

We try and offer the very best prices we can throughout our range, which sometime can be quite appealing to resellers. If an item is for pre-order, and is sought after, product limits will be enforced. This is to allow real collectors a fair chance to obtain an elusive item. If the item arrives in stock in abundance, then this limit will be removed.

Shipping & Deliveries

I’ve placed an order with in stock and pre order items, when will it be dispatched?

Your order will only be dispatched when all items are in stock.

We recommend splitting orders between currently in stock and pre-order items. This allows your currently in stock items to be dispatched by our fulfilment team as soon as possible.

Please see our Shipping Policy for more details on shipping options by clicking here.

All the items in my order are in stock; why hasn’t it been sent yet?

During busy periods please allow 3-7 working days for dispatch. We’re incredibly appreciative of your patience & understanding.

My order is showing as delivered but I haven’t received it?

If Royal Mail was unable to deliver to your address, they may have delivered the order to one of your neighbours or left your order in a safe place. A calling card should be left at your property. Please call your local depot for assistance. If you require further assistance, please email our Customer Service Team at help@sonnertoys.co.uk

How much is shipping?

You can find a full breakdown of our shipping costs by viewing our Shipping Policy by clicking here.

Refunds & Returns

My item’s box has arrived damaged; do you offer returns?

We don’t offer returns for slightly damaged boxes. This is due to the natural fragility of product boxes, most specifically Funko Pop boxes. We do all we can to ensure the item is incredibly well packaged, but sometimes small creases, tears and dents occur.

If you require a mint box, please include it in your Order Notes on the cart page before checkout. Although condition cannot be guaranteed, our fulfilment team will try to choose the most mint box available if possible.

How do I return an item?

We are sorry to hear you wish to return your item(s). Please view our Refund Policy on how to return your item(s) to us by clicking here.

How do I cancel my order?

We are sorry to hear you wish to cancel your order. Please view our Refund Policy on how to cancel your order with us by clicking here.

How long will my refund take to arrive?

Once we’ve processed your refund, we’re all at the mercy of the banks on this one for the money to arrive back in your account. This can take anywhere from 3-30 days and is completely out of our control.

Social Media, Promos, Rewards, and Affiliation

Do you have a loyalty or rewards program?

Yes we do, and it's called Sonner Star. Earn Stars, Get Discounts & More, Both Online and In Stores!

Find out more here: https://sonnertoys.co.uk/star

I’ve messaged you on social media, why have I not got a reply?

As an independent business with a small team, we do not have the resources to monitor our social media messages and provide instant replies like a Live Chat experience or like how other big retailers utilise social media for customer support.

The only way to get in touch with our Customer Service Team is to send them an email at help@sonnertoys.co.uk. Please note that at this present time, they are currently dealing with a huge volume of correspondence and response times are longer than usual.

What social media platforms are you on?

You can find and follow us on Facebook, Instagram, Twitter, and TikTok with our handle @SonnerToys

I've won a giveaway; how do I claim my prize?

We’ll be in contact with shortly after you’ve been announced as the winner.

Do you have an affiliate program?

Free products and great discounts are just two incentives to tempt any affiliate. We’re currently working on building our affiliate program, so keep an eye out on our social media channels for news.