Frequently Asked Questions| Support | Collins Key US
I haven't received an email confirmation for my order - why?
When you place an order with us you can expect to receive an email confirmation at the time you place your order. You will also receive a shipping notification email for each package that is sent to you.
If you have not received an email confirmation when you place your order, please check your junk folder, or alternatively please contact our customer services and we will check your order has processed correctly and resend your confirmation email
Paid through PayPal, never received a purchase confirmation email
Sometimes, your PayPal email address is associated with an old email address you no longer use, so the purchase confirmation email and shipping notification appear in that old inbox.
Please make sure to use your current email address during the purchase, to make sure you get all emails from us.
Do I need to create an account?
You do not need to create an account to buy from our stores, however we recommend that you do as this provides you with the ability to see the progress of your order and view your order history. You will be offered the opportunity to create an account after you make any purchase in the store and you will receive a link with an email to complete the setup of your account. If you do not wish to create an account you can still place your order as a guest user.
I'm having trouble signing in, what shall I do?
If you are unable to log into your account, please try the following:
1. Click the ‘reset your password’ link and a new password will be sent to your email address.
2. If you do not receive a ‘reset your password’ email please double check that the email address you entered is the one associated with your account.
3. If you still cannot access your account, please contact us and we will look into the issue for you.
Why was my credit card / PayPal declined?
If you have received a notification from us stating that your credit/debit card or Paypal order has been declined, it could be for any number of reasons (even just down to entering your details incorrectly).
Please note that it is your bank / Paypal, and not us, that has declined the transaction and they will only tell the account holder (i.e. you) their reasons for doing so. Please contact them for further information.
Can I make a change to my shipping address?
We are happy to change the shipping address for any order which has yet to be shipped. If you would like to do this, please contact us and include the correct shipping address. The customer service team will make the changes for you.
If you entered the incorrect address at the time of ordering and your goods have been shipped, there is unfortunately nothing we can do to retrieve the package. Often the package will find you if the postcode was correct and the other details were incorrect albeit a little later than anticipated. Should the goods be returned here, we will contact you to let you know and arrange for them to be shipped to the correct address.
What does my order status mean?
UNFULFILLED – Payment has been successfully taken. Order is pending dispatch.
FULFILLED – Your order has been dispatched.
CANCELLED – Your order has been refunded.
Can I cancel my order?
If you wish to cancel an order you’ve placed, please complete and submit the online contact form and we will arrange to cancel the order and refund you any money you’ve paid.
You can only cancel an order prior to it being dispatched.
How can I check my order status?
Please click on the customer login icon on the store and enter your email address and password that you would have created at point of purchase. Go to ORDERS and select order number you want to check and click. It will give you the current status of the order.
What countries do you ship to?
Antigua, Argentina, Aruba, Australia, Austria, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bosnia and Herzegovina, Brazil, Brunei, Burundi, Cambodia, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Grenada, Guadeloupe, Guatemala, Guyana, Honduras, Hong Kong, Hungary, Indonesia, Republic of Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kenya, Korea, Kuwait, Latvia, Lebanon,Liechtenstein, Luxembourg, Macau, Malaysia, Malta, Martinique, Mauritius, Mexico, Monaco, Montserrat, Namibia, Nepal, The Netherlands, New Zealand, Nicaragua, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Puerto Rico, Russia, Romania, Rwanda, Saudi Arabia, Singapore, Slovakia, South Africa, Spain, Sri Lanka, St.Barthelemy, St.Croix, St.John, St.Lucia, St.Thomas, St.Vincent, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Turkey, Turks and Caicos Island, Uganda, United Arab Emirates, United Kingdom, United States, Venezuela, Vietnam, Virgin Islands (US).
What is the size of the Collector's box?
44 cm length (17.32 inches), 29 cm width (11.41 inches), 10 cm (3.93 inches) depth. The box is made of cardboard.
ORDERS ALREADY PLACED
Can I add an item to an order I've already made?
We are currently unable to add an item to your order. If your order is unshipped, we can of course cancel the order you have made thus enabling you to place a new order including all the items you are looking to purchase. Please contact us if this is how you wish to proceed.
My order includes a pre-order item - will you send out my package when everything is in stock?
When you place an order with us we will wait for all releases to come into stock and ship them in one go. This means that any orders containing a pre-order will only be sent out when the final item (usually the pre-order) is ready for release.
If you prefer to receive your items as soon as they’re available, please ensure that you place multiple orders for each of the individual items you wish to come separately.
When will I receive a physical product item I pre-ordered?
Our aim is that pre-order items will be shipped to reach you on the official release date.
Please note that release dates are liable to change at any time due to unforeseen circumstances (most often delays in the product being delivered to our warehouse due to third party manufacturing or shipping delays) - we will post any new release dates onto our site as soon as they are available.
Please remember that we are dependent on the distributors and couriers to deliver the releases to us on time and pre-order release dates are often subject to change due to factors out of our control.
In rare circumstances, due to factors out of our control, releases that are placed on pre-order are cancelled by the record label. In this instance we will inform you that the release is no longer going to be released and refund your order.
How long will it take me to receive my order once you've shipped it?
Our estimated delivery times are shown below. These times below can be affected by circumstances out of our control such as bad weather, delays at customs, busy times of year etc.
UK (incl. Northern Ireland): 1 - 5 working days
Western Europe: 3 - 7 working days
Eastern Europe: 5 - 15 working days
Rest of World*: 5 - 20 working days
Please note that estimated delivery times are based on the actual dispatch day, not from the order/payment date.
My order still has not arrived after the estimated delivery time. What should I do?
If you have selected a work address as your preferred delivery address, please check with colleagues, your work reception and anyone else associated with your post, to see if the consignment has been received.
In addition, if you live in shared accommodation (student housing) or a flat, please check with all neighbours or roommates to see if the consignment has been received in your absence.
In the UK we consider a package to be missing after 5 working days.
Most international orders are considered missing after 25 working days except for France, Italy, South and Central America and Africa - packages to these destinations are considered missing after 60 working days.
If this time has elapsed and you still haven't received your package then we're extremely sorry for the delay, please get in touch with us using the contact form and we'll get back to you.
Do you have a tracking link for my package?
You will receive a shipping confirmation email as soon as the order is shipped, with the tracking link included.
Will I pay taxes and customs duties?
Customers must be aware that they may be liable to pay Import Taxes and Duties if value of goods ordered are of a value over their national import thresholds.
RETURNS AND EXCHANGES
I have received my order and it is damaged / faulty, what can I do?
If you have received a damaged or faulty item, please contact our customer services agent via the online contact form. Please include in your message a description of the damage and wherever possible attach photographs showing the damage or fault. We will assess the damage and either refund the order or send you a replacement as appropriate.
I have received my order but you have sent me the wrong item
If you have received your order and we have inadvertently sent you the incorrect format or the wrong item altogether - we're terribly sorry! Please contact us via the online contact form and we will arrange to send you the correct product or arrange a refund.
I'd like to return my order
If you have received an order and need to return it, please complete and submit the online contact form and we'll get back to you as soon as possible with returns information. Please note that the returned item/s must be in unused pristine condition.
UK Returns address:
Attn: Returns Department
PO Box 2656
US Returns address:
Attn: Returns Department,
1320 S Main Street, #301
Los Angeles, CA 90015
I'd like to exchange my item
Unfortunately our system doesn't allow for exchanges (within the same brand/product category or size exchange) so the best thing to do is return the item for a refund and then place a new order for the desired size.
It couldn't be simpler. Use this Contact form and we'll get back to you via email. We typically reply within 24 hours.