Frequently Asked Questions

About Forbidden Planet

Who are you?

Forbidden Planet is the world’s largest and best-known science fiction, fantasy and cult entertainment retailer. We specialise in selling action figures, books, comics, DVDs, graphic novels and toys and we offer all the best merchandise from the cult cream of movies and television.

Where are you?

We have exciting stores in many major UK cities, including our famous London Megastore on Shaftesbury Avenue and our Bristol Megastore, the largest of its kind in the West Country. To find a store near you, please use our Store Locator

Ordering

How do I browse through this website?

The Forbidden Planet website offers a choice selection of our most up-to-the-minute goods, accessible to you whenever you would like to look. We have included the following features to ensure that you find your way around swiftly and easily:

Homepage link: You can always return to the FP Homepage by clicking the link in the top left-hand corner of your screen.
Red navigation bar: The menu across the top of your screen shows you our product types.
White navigation bar: This shows you our special options; you can find out about in-store events, signed stock, new and pre-order stock and special offers by clicking on the links in this bar.
Search function: You can find what you're looking for by entering keywords into our Search box.
Useful links: In the top right-hand corner of the homepage are useful links that allow you to locate our stores, contact us and view your basket. These icons will always be visible.
Side menu: Down the left-hand side of your screen you will find a full menu, listing products by licence, by genre and by author. This menu is dynamic – it will change to offer you new options as you browse through our site.
New arrivals: Down the right-hand side of your screen you will find our hottest new stock. This menu is also dynamic – it will change to offer you the newest items in the category you are currently browsing through.

How do I order?

Once you have chosen your product, simply click the ‘Add To Basket’ icon and you will ‘pick up’ the item. If you wish to purchase more than one of an item, please click the ‘+’ icon. Once your basket is full, click the ‘Checkout’ icon.

At the Checkout stage, you will be shown the full price for your purchases. You can review your order and make any amendments to the contents of your basket. The cost of delivery will be added to the final total price of your order.

Once you are sure your order is correct, click the ‘Checkout Now’ link. You will see an on-screen form that will ask you for your card details and delivery address. Please fill this in carefully. When you have reached the bottom of this form, click the ‘Pay Now’ button and wait for your on-screen acknowledgement. This means your order has been placed.

Will I get Confirmation Of My Order?

Shortly after you place your order, you will receive a confirmation email detailing what you have ordered and the total price, including delivery. This email will also contain your 'order number'. Please keep this, as we will ask you for that number should you need to contact us about your order.

This email will also tell you that you will receive a second email from us, within three working days, confirming the details of your order. It will tell you what you have ordered and the total price, including delivery.

How do I submit a pre-order?

To submit a pre-order, simply follow the order process as usual and complete your details on the Checkout screen. Your pre-order will be placed; we will not debit your account, however, until we dispatch your item.

Shortly after you place your pre-order, you will receive an automated email telling you your Assignment Number. Please keep this, as we will ask you for that number should you need to contact us about your pre-order. This email will also tell you that you will receive a second email from us, within three working days, confirming the details of your pre-order. It will tell you what you have pre-ordered and the total price, including delivery.

Once your item is in stock, we will debit your account. We will also contact you to tell you that your order is being fulfilled.

What happens if my pre-order doesn't come into stock?

Sometimes, manufacturers' scheduling and shipping dates can change and some pre-orders can be delayed or cancelled. If we cannot fulfil your pre-order, we will send you an email to confirm the reason why. We will NOT debit your account.

If you're concerned about your pre-order, please contact us.

How can I pay?

We accept the following credit/debit cards online: MasterCard, Switch/Maestro, Visa, Delta. We also accept American Express and JCB though our Mail Order service.

If you would like to pay by cheque or postal order, please contact our Mail Order Office about your purchase.

How do I know my details are secure?

At Forbidden Planet, the security of your order is very important to us. To ensure that your transaction, and all of your sensitive information, is 100% secure, we have protected your order process with 128-bit encryption methods. We also operate a secure server hosted by SecureHosting (Digital Certificate issued by the Comodo group), upon which SecureHosting store your credit/debit card details.

How much will delivery cost?

To ensure that your order arrives safely, we do make a small charge for delivery:

UK Orders	Cost
Up to £4.99	£1.00
£5.00 - £9.99	£2.00
£10.00 - £14.99	£3.00
£15.00 - £19.99	£4.00
Over £20.00	£5.50
Over £250.00	£10.00

Overseas orders

Please contact us for confirmation of delivery costs.

When will my goods be delivered?

We have a 28-day delivery policy, which means you should receive your goods within 28 days of your order being processed by us. After your confirmation email, listed above, you will receive a second detailed email to inform you when your products will be delivered.

Should you not receive that email within 48 hours of placing your order, or should your order not arrive within the timescale we state in your email, please contact us.

Can you deliver internationally?

Yes, we can deliver orders outside the United Kingdom. If you are an international customer, please contact us for delivery costs. Please be aware that we will not debit your account until your entire order is ready to ship.

We cannot guarantee a 28-day delivery policy on international orders.

What If my order doesn't arrive?

If your order does not arrive within the expected time period, please contact us. If your order does not arrive within 30 days of our receipt of that order, you are entitled to a full refund.

If your order arrives damaged, please contact us.

We reserve the right not to deliver orders to an address that may not be secure - for example to a communal postal address or a PO Box. If this affects your order, we will contact you as soon as possible.

What happens if I'm not home when you deliver?

Depending on the size of your order, it will be delivered by Royal Mail or by our courier service. Courier deliveries are Mondays to Fridays between 9am and 5.30pm. In both cases, if you are not available, you will receive a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery or to collect your products.

It is also possible to specify an alternate delivery address – such as a workplace – at the point of ordering.

Can I pick up my goods from a store?

Forbidden Planet does not currently allow you to order from the website and pick up your goods from a store.

Can you deliver to multiple addresses?

If you would like delivery to multiple addresses, please place each order separately and fill in the relevant delivery address at the Checkout stage.

Cancelling

Can I cancel my order?

You have the right to cancel your order within seven working days of your receipt of your goods. If you wish to cancel your order, you must tell us in writing by contacting us. Please quote your order number on your email or letter.

Please be aware that you cannot cancel your order if you have unsealed the packaging on any of the following: CDs, DVDs, audio or videotapes. If you are cancelling an order for anything else, you should make sure that the item is in a resalable condition. You should ensure that the item is still in its original packaging with all seals and wrapping undamaged.

Should you cancel your order, you should return your goods to us.

How do I return my goods?

If you would like to return a purchase, you may do so within 28 days of the date of dispatch. The item must be in a resellable condition and in its original and undamaged packaging.

Please post the item, together with the dispatch note to our address. Please be aware that we will not refund you the cost of the postage.

What if the goods are faulty?

In the event of faulty goods, you may return them to us by post or you can contact us to arrange a courier to retrieve them. In either case, you will be refunded the full cost of the item as well as the cost of postage.

Contact Us?

If you have any queries, or we can help you with your order, you can contact us Monday to Friday 9am - 6pm. You can also leave a message on our answerphone or in our email inbox and we will get back to you at the earliest opportunity. Please remember to quote your order number, if we have given you one, on all correspondence.

By telephone: 020 7803 1900
By email: info@forbiddenplanet.com
By fax: 020 7803 1901
By post: Forbidden Planet Online, 144 Southwark Street, London, SE1 0UP