TL;DR:
Every single figurine is custom-made and uniquely forged just for you. You can cancel during production for a partial refund based on how much work we’ve already done, but once it ships, all sales are final. We ship worldwide, and international buyers are responsible for their own border taxes (UK buyers pay no VAT). Finally, if the courier breaks your figure in transit, we will fast-track an instant free remake for you.
[THE FORGE FORMULA (ETA)]
Because every single figurine is 100% handmade and personalized, we prioritize flawless quality over rush jobs. Only collectibles that clear our rigorous quality inspection leave the studio.
Your Estimated Arrival Time (ETA) works like this:
ETA= Production Time + Approval/Modify Time + Shipping Time
[Current Production Timelines]
Production officially kicks off the business day after your payment is received via our Secure Payment Terminal.
- The Unpainted Figurine (DIY Kit): 12–15 Business Days
- The Hand-Painted Masterpiece (Standard): 30–35 Business Days
- The Hand-Painted Masterpiece (Slow & Steady): Up to 45 Business Days
To see how these timelines translate to baseline pricing discounts, check out our Custom Figurine Pricing Page.
[Live Dashboard Comms]
The moment your payment clears, you get full access to the “Orders” Section in the OSTANESKIDS OS portal. You can track your order’s path live and chat directly with your dedicated Project Supervisor. We will drop text updates, WIP (Work in Progress) photos, and videos straight into your dashboard so you are never left in the dark. Learn more about using your command center in our comprehensive User Guide.
[CANCELLATIONS DURING PRODUCTION]
At OstanesKids, we craft one-of-a-kind decorative keepsakes from your artwork. Because every piece is custom-forged, our refund policy matches the specific stage of our creation process. You can cancel your order at any point during production, but the refund amount depends on how much physical and digital labor has already been completed:
Phase 1: Digital 3D Sculpting
- 100% Refund: If you cancel before our artists have started working on your 3D sculpt.
- 70% Refund: If you cancel after the 3D sculpt has been completed and sent to your dashboard for approval. (We retain 30% (+3% for Payments fee) that we paid to cover the manual digital design labor already undertaken).
Phase 2: Crafting & Finishing (Physical Production)
Physical production only begins after you give your final approval on the digital 3D sculpt.
- 40% Refund (DIY Kit & Masterpiece): If you cancel while your figure is actively being 3D printed, sanded, and polished.
- 30% Refund (Masterpiece Only): If you cancel while your figure is actively being hand-painted by our studio artists.
[Refunds After Shipping]
- No Change-of-Mind Returns: Because each piece is uniquely custom-made for you, and explicitly approved by you at the 3D sculpting stage, we cannot offer refunds or accept returns for a change of mind once the item has shipped.
- Custom Gear Cannot Be Resold: These custom 1-of-1 figurines cannot be resold to anyone else. All standard sales are legally governed by our Terms of Service.
[GLOBAL DISPATCH & CUSTOMS INTERFACE]
We proudly ship our custom relics worldwide straight from our studio in Sheffield, UK. No matter where you live on the map, the Forge can reach you.
- Fully Painted Masterpieces: 100% FREE Tracked Shipping worldwide.
- Raw DIY Kits (Unpainted): Because these are base kits, shipping is not included. During your initial inquiry, we will provide you with two tailored shipping options to choose from: a cheaper Standard Economy route, or an Express Tracked option.
[Taxes, VAT & Border Customs]
Any import duties, VAT, or customs fees are mandatory taxes required by your government. We don’t get a single penny of these fees.
- UK Customers: You are purchasing locally! The price you see is the final price. No additional VAT is added at checkout or upon delivery.
- International Customers (EU, US, AUS, Rest of World): OstanesKids does not collect foreign VAT, GST, or import duties at checkout. You are paying strictly for the figurine and the shipping service. Your local government or customs authority will collect your country’s standard Import VAT and carrier handling fees when the package reaches your border. Sudden international law shifts or border clearance costs are the sole financial responsibility of the buyer.
[US BORDER PROTOCOL: THE PRE-PAID PASS]
- ANNOUNCEMENT: Because the US government completely killed the $800 duty-free free pass, all imported goods entering America are now getting hit with a mandatory 10% global surcharge (slapped on under Section 122).
- This is a flat-out tax that the US government says you must pay. We definitely do not put a single penny of that money into our own pockets.
- How we handle it: To make sure the courier doesn’t hold your custom figurine hostage at the border or spam you with shady text alerts, we calculate this mandatory 10% fee directly into your upfront dashboard invoice. We pay it to Royal Mail on our side so your package sails through customs and drops straight onto your desk with zero doorstep fees.
[THE GUARANTEED ARRIVAL PROTOCOL (DAMAGE CLAIM)]
We take immense pride in our engineering and pack every single relic inside a custom 3D-printed structural cage to survive international transit. In the rare event that a courier still manages to break your package and your figurine arrives damaged, we protect your order completely with a free replacement.
No unboxing video is required. To initiate a free remake, simply upload two clear photos to your dashboard support ticket:
- Photo 01: A clear shot of the damaged figurine showing the broken areas.
- Photo 02: A clear shot of the external shipping box showing the courier label and damaged Package.
THE RESOLUTION: THE INSTANT FREE REMAKE
Because your character’s custom 3D design file is securely saved in our core archive, we will immediately fast-track a brand-new, perfect duplicate remake of your figurine through our production line and ship it to your door 100% free of charge.
CRITICAL ACCOUNT LOG: Because every piece is a 1-of-1 custom-forged creation explicitly approved by you at the 3D sculpting stage, all sales are final once shipped and we do not offer cash refunds for transit damage. Uploading the required photos is your insurance policy. Once received, your replacement build initializes within 24 hours. Claims must be submitted via your dashboard within 14 days of delivery.
[TECHNICAL SUPPORT TERMINAL]
The Forge is always open. If you have any questions regarding your production stage, shipment tracking, or data, fire a transmission straight to our team or browse our quick answers on the FAQ Page:
- Active Order Portal: If you have a figure currently in production, use your dedicated dashboard portal to chat directly with your Project Supervisor.
- Account Dashboard: For general inquiries, submit a support ticket directly through your OSTANESKIDS OS account.
- Email Node: wizard@ostaneskids.com
- WhatsApp Support: +447586051203
- Physical & Legal Contact: View our full address records on the Contact Information Page.
