FAQs

We appreciate that sometimes you may have a burning question that needs answering! We’re currently running with a reduced team, to help lessen the work load on our customer service staff, here are our most commonly answered questions.

Product Queries

The ETA month of my product has arrived, but I haven’t received anything yet?

An ETA will, most of the time, state a month on the product page. This timescale is from the 1st to the end of the month. Your product can arrive any time during that period, unless it is delayed.

The item I’ve pre-ordered says “Out of Stock”, will I not get my order?

Of course you will! If a pre-order item says it’s out of stock, it simply means we’ve sold out of our allocation, and one of those is yours! 

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 the site at any time, usually because the world wasn’t ready to see it yet! But all 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.

What do I do if my product is delayed?

The ETA stated on the product pages are what is provided by the manufacturer. As is the nature in the industry, these are subject to change, and can be slightly shifted, this will be reflected on the product page and on our ETA timeline. All orders are confirmed and will be delivered.

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 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!)

Will an item be restocked?

We’re constantly checking our stock levels, monitoring our best sellers. If an item is reloaded with availability, it will be posted throughout our social media channels (@SonnerToys) 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 be dispatched when all items are in stock. If you’re able to, we’d recommend splitting your orders between currently in stock, and pre orders.

My order is in stock; why hasn’t it been sent yet?

We’re running with a reduced packing team at the moment, a huge influx of orders and regular pallet loads of stock arriving, your order hasn’t been missed and it will be sent out. During these times please allow 2-5 working days for dispatch. We’re incredibly appreciative of your patience & understanding.

I’ve received a dispatch notification, when will my item arrive?

We send all items to the UK via Royal Mail, who as of late, have been a tad unreliable. Your item should be with you 2-3 days after you receive your dispatch notification. However, please allow an additional 2-3 days on top of this during these unprecedented times.

My tracking number isn’t working?

Fear not! We’re in the process of sorting this out with Royal Mail. At the moment, a 48/24 Hour Signed for service is being used, please use the number provided as reference if an issue arises with Royal Mail. This will be upgraded to a fully trackable service by the beginning of March.

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 will be left at your property. Please call your local depot for assistance. If you require further assistance, please email sales@sonnertoys.co.uk

How much is shipping?

You can find a full breakdown of our shipping costs here.

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 the comments section of your order, although condition cannot be guaranteed, our packing team will try to choose the most mint available if possible.

How do I return my item?

Please forward all returns requests to sales@sonnertoys.co.uk, quoting your order number in the email title. Please include a brief description and photos if necessary. If accepted, you will be provided a free return label with instructions on how to post it back to us.

Payments, Cancellations & Refunds

When is payment taken?

Payment is taken at the time of ordering unless Klarna is used at checkout.

How do I cancel my order?

By purchasing a Pre-Order it is treated as a commitment from the buyer, however, if you need to cancel your order please email sales@sonneetoys.co.uk

In certain circumstances, a small fee may be charged of an amount sufficient to cover actual losses that directly result from your cancellation, if a service has been provided or we’ve sourced your item for you.

How long will my refund take to arrive?

We’re all at the mercy of the banks on this one! This can take anywhere from 3-30 days and is completely out of our control.

COVID-19

What COVID-19 Regulations are in your stores?

We treat this one very seriously. Our stores are equipped with Hand Sanitisers on entry or around the store. A face covering is required by all customers and staff, unless medically exempt (staff who are exempt will be wearing a badge). Social Distancing measures are in place, with one way directional stickers placed. Tills have clear Perspex screens and contactless payments are preferred. A NHS COVID-19 App QR code is visible in each store location, checking in is optional but is appreciated.

What COVID-19 Regulations are in your packing and stock units?

All of our staff are socially distanced on their own packing stations, with hand sanitisation required after each order is packed. Masks are worn where appropriate.

Social Media, Promos & Affiliation

What are your social media handles?

We’re on Facebook, Twitter, & Instagram, our handle for each is @SonnerToys

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

We’ll be in contact with you shortly after you’ve been announced as a winner!

I’d like to become affiliated, how do I apply?

Free products and great discounts are just two incentives to tempt any affiliate! Our affiliate program will be launching soon, please email your details to coline@sonnertoys.co.uk