FAQ
Frequently Asked Questions (FAQs) – Intercept Studios Online Store.
When is payment for an order taken?
Payment is taken as soon as an order occurs, whether this is through Paypal or a credit card transaction. This applies to both in-stock items and pre-orders.
E.U. / GPSR Compliance
As of December 13, 2024, the General Product Safety Regulation (GPSR) introduced new safety and traceability requirements for all products sold in the E.U. and Northern Ireland.
Due to this updated regulation, some products in our store may no longer be eligible for sale to customers located in the E.U. or Northern Ireland.
Eligibility information will be clearly listed on each product page in the store, so you can easily check whether the item is available for purchase in your region.
When will an order be shipped?
We aim to dispatch all orders within 5 working days of purchase. Orders placed on weekends or public holidays will be processed on the next working day at the earliest.
Estimated Delivery Times:
- UK Orders: Please allow up to 14 working days from the shipping date for delivery.
- International Orders: Please allow up to 30 working days from the shipping date for delivery.
If your order hasn’t arrived within these timeframes, we’ll do our best to follow up.
Please note: During sales or promotional periods, high demand may cause delays in order fulfillment and shipping. We’ll work hard to process orders as quickly as possible.
For order inquiries, feel free to contact us at info@interceptstudios.com.
Some of our products are produced and shipped by third-party partners, meaning delivery times and packaging may vary depending on the item, production schedule, and courier.
When will a pre-order be shipped?
Pre-Order Shipping Information
We aim to ship all pre-orders in time for the release week. However, delays may occur during busy periods. While we’ll do our best, we cannot guarantee international orders will arrive by the release date.
Ordering In-Stock & Pre-Order Items Together
If you place an order containing both in-stock and pre-order items, we will:
- Ship in-stock items within 5 working days of your order being placed.
- Ship pre-order items separately in time for their release date.
There is no additional shipping cost for this.
How much is postage?
Unfortunately, due to our size, we’re unable to offer free postage for individual items at this time. However, selected products qualify for free UK shipping on orders of £90 or more.
All orders are shipped via Royal Mail, with postage costs varying based on the order and delivery address. Standard 1st or 2nd Class shipping is used for lower-value orders, while higher-value and most international orders are sent via tracked (and possibly signed) services.
Some products are manufactured and shipped by third-party partners, who use their own courier services.
International Customers:
As a UK-based company, your order may be subject to customs and duty charges imposed by your country upon arrival. We are not responsible for these charges—please direct any inquiries to your national Customs Department.
When will an upcoming product be available to pre-order?
We don’t have a fixed timeline for when products become available for pre-order. Some items may be available a few months before release, while others might be listed as little as a week prior to launch.
Currency for Orders
All products are listed and charged in Pounds Sterling (GBP). The store may display converted prices for selected international customers.
Please note: For international orders, we are not responsible for any additional bank charges incurred due to currency conversion.
Will I get a confirmation email of my order being placed?
Yes. This will be sent to the email address you entered during the checkout process. This confirmation will include your order number.
Is there a way to keep track of the status of my order?
Depending the shipping service used. General 1st or 2nd Class shipped items won’t have tracking information supplied. For orders that are shipped using tracked and/or signed services we will have a tracking number which we’ll either provide you with when an order is shipped, or you can ask request via info@interceptstudios.com.
Order Cancellation & Refunds
To cancel an order, please email info@interceptstudios.com with your full name and order number, requesting cancellation.
- Once a product has been shipped, cancellations are no longer possible.
- Refunds will be processed via PayPal or Stripe.
- If more than 30 days have passed since the order date, refunds will only be issued through PayPal. Please provide your PayPal-linked email when requesting a cancellation.
- Orders placed by mistake will be refunded minus transaction fees set by our payment processors, as long as they haven't been processed or shipped before the cancellation request is received.
Updating Your Shipping Address
To change the shipping address on an order, please email info@interceptstudios.com with your order number and the new address you’d like to use.
Important: This request must be made before your order has been shipped. Once a product has been dispatched, we are unable to update the shipping address.
Returns & Exchange Policy
We’re happy to exchange products under the following conditions, within 30 days of the order being dispatched.
Damaged Items
- Before Opening: If your product is visibly damaged before opening, we will exchange it for a new copy, provided it remains sealed and unopened (where applicable).
- After Opening: If the damage is only visible after opening (e.g., disc skips, print defects, or internal damage), please email info@interceptstudios.com with your order number and photos of the damage (if applicable).
How to Arrange an Exchange
- Contact info@interceptstudios.com with your order number and photos of the damage (if required).
- Send the product back to our offices in South Wales (address provided upon request).
- The customer covers the return shipping cost, which will be refunded as a coupon code for our store or via PayPal.
Note: We do not provide pre-paid shipping labels for returns.
We do not offer refunds for unwanted or damaged products—only exchanges or store credit. Refunds may be considered in extreme circumstances at our discretion.
Do you have a retail shop?
No we don’t, but we’re working at getting items from our store into various independent shops. Nothing guaranteed at present.
I have a query about my order / I have a question that’s not answered above, who should I contact?
If you have a query about your order or a question that isn’t addressed above, please email us at info@interceptstudios.com.
When inquiring about an order, please include your name and order number to help us assist you more efficiently.
We aim to respond to all emails within 48 hours. Please note that if you contact us over the weekend or on a public holiday, our response time may be extended until the next available working day.