Common questions and answers
Where is Middle Realm based?
We operate from Newcastle Upon Tyne, UK.
How long have you been in business?
We were established in February 2014.
Is everything Middle Realm sell officially licensed?
Yes, we pride ourselves in only offering officially licensed merchandise for sale
Is everything you offer for sale brand new?
Yes, we do not sell used goods.
Do you offer tracked shipping?
Yes we offer tracked shipping as standard.
Shortly after your order is shipped from our store you will receive a courier shipping notification which will contain a link to your tracking information.
How long does it take you to ship my order?
If you have placed an order for items which are in stock our staff will pack and ship your order within 2 working days.
If your order contains more than one in stock item it may take us an additional day to ship as we transport your goods between our different warehouse locations to fulfill your order together.
For pre-orders your items will be shipped as soon as they arrive in our store.
How do you take payments?
All payments are processed via PayPal. This is for both full payments for goods or deposit pre-orders for goods.
Can I pre-order after the recommended pre-order date?
Yes you can, we will do our best to obtain the product for you. We will be in contact with you within 24 hours of your order if we are unsuccessful.
Do I need to pay customs charges?
UK and EU member state customers do not need to pay customs charges. We deal with all of the charges for you so there are no hidden costs upon your order arrival. Customers from countries outside the EU or those not full EU members you will be responsible for paying any applicable customs fees.
How can I place a 10% deposit on a pre-order?
Firstly ensure that the item states that it is available to pre-order on the listing page. If it is then you can add the item to the basket to proceed. At the view shopping cart page, enter the code "DEPOSIT" in the discount codes section. This will then amend your order to be 10% of the total price (including shipping). The remaining 90% will be raised via an invoice 10 working days before your item is due in store. Please note that you cannot mix in stock and preorder items within your order.
How can I change my shipping address on an order I have already placed?
Please contact us via email firstname.lastname@example.org
Do your products contain pre-order bonuses?
Pre-order bonus items (unless specified in the item listing) can only be obtained on orders that have been placed directly on the manufacturers company site.
How do I return an item?
You have 30 days after dispatch to return an item for an exchange or refund. The item must be still fully packaged and no seals broken. You must send us an email within 30 days of your shipping date in order for us to accept and process a return.
Can I cancel an order if it has not been shipped yet?
Yes you can simply send us an email and we will cancel your order and refund your amount. Please note that your allocated stock will be free for another customer to order once we cancel your order. Please quote your order reference number within the subject line of your email to enable the cancellation process to be quick and easy.
The ETA date has passed, where is my item?
ETA (Estimated time of arrival) is given to us by the manufacturer and is merely a prediction on when the item is due to arrive in our store. Sometimes these dates are extended by the manufacturer to meet demands.
Unfortunately Middle Realm along with many other online retailers big to small are at the mercy of suppliers when it comes to pre-orders, as they tend to provide very little information about exact arrival and/or ship dates. Often times we may not receive any updates on products until they are in transit to our facility. If a firm update is provided by the manufacturer that a product will be delayed, we do our best to send out notices in advance to keep our customers aware. If there is no update available, we will change the product status of an item to "awaiting update on arrival" until an update has been supplied.
I see people in Japan already have the figure I ordered, why is my item taking so long to arrive?
With regards to Japanese manufactured goods we often get our supply of stock approximately 1 month after the release date in Japan. This is due to our shipments traveling via sea and having to pass various customs checks along the way.
My product's packaging arrived damaged
The packaging is designed to protect the product itself, and unfortunately we will not offer a replacement unless the product itself is damaged or defective.
What time are your customer support staff available to help?
Monday - Friday | 9am - 6pm (GMT)
We endeavour to answer all queries within 24 hours of receiving your query.