Here we have collected some of the most frequently asked questions from our customers.
Simply click on the sections below to browse through questions that other customers have asked us and our answers.
Where is Middle Realm based?
We operate from Newcastle Upon Tyne, United Kingdom.
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 your products contain pre-order bonuses?
Unless specified in the item listing we do not offer pre-order bonus items.
What payment methods are available?
For our security and our customers all payments are processed via PayPal. This is for both full payments for goods or deposit pre-orders for goods. You do not need to have a PayPal account to pay with PayPal, you can select to pay via debit/credit card instead of logging into a PayPal account.
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 on your behalf 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.
Can I pre-order after the recommended pre-order date?
Yes you can, we will do our best to secure the stock to fulfill your order. We will be in contact with you within 24 hours of your order if we are unsuccessful.
Can I cancel an order if it has not been shipped yet?
Yes you can. You can request a cancellation by contacting us using our contact form and requesting cancellation of your order. Please note there is a 10% cancellation fee which will be deducted from your refund amount. Please quote your order reference number to enable the cancellation process to be quick and easy.
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. Please note there is a 10% restocking fee which is deducted from any refund processed when returning an item.
My product’s packaging arrived damaged
Middle Realm adopt the manufacturers policy regarding packaging in that a products packaging is designed to protect the product itself, and unfortunately we will not offer a replacement unless the product itself is damaged or defective.
My product is damaged or defective
If your product arrives damaged or defective you should contact us within 14 days of delivery so we can help resolve the issue with the manufacturer.
Reports of defective items after 14 days of delivery will not be accepted. You will be required to communicate with the manufacturer directly to resolve your defective issue.
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 & manufacturers 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, we will also update the product page of your ordered item to make you and other 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 other countries 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 company only using official methods to obtain the stock, ensuring that no counterfeit items ever enter our store. Shipments also take approximately 1 month to arrive in the UK as once released by the manufacturer they travel via sea to us.
Can I place an order for an in stock item as well as a pre-order item together?
If you wish to place an order for both and in stock and pre-order item they will need to be placed separately. In addition to this you will need to place pre-orders individually as many pre-order items arrive on different dates.
I have not received an order confirmation email
All order updates and confirmations are sent automatically from our website. If you have not received your order confirmation please check within your spam/junk mailbox as sometimes email mailbox providers can mark our emails as being junk. If you have checked your junk mail folder and the confirmation is still not there please contact us so we can re-send the email to you.
Do you offer tracked shipping?
Yes all items we offer are tracked and insured 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 fulfil your order together.
For pre-orders your items will be shipped as soon as they arrive in our store.
When will the tracking on my shipment become active?
Once your shipment has been accepted by the postal service your tracking information in most cases will become active within 24/48 hours of the shipment being marked as shipped. This can vary due to how busy the carrier is and whether they scan directly upon receipt in their network or upon delivery attempt.
How can I change my shipping address on an order I have already placed?
Please contact our customer support team.
How do I change my address within my account?
Please send us a message using our contact form with the new address information you would like us to update.
How long do reward points last?
Our reward points scheme lasts 60 days from the time the points were awarded to your account. After 60 days the points will expire from your account.
How can I contact your customer support department?
Please use the contact form found on our contact us page to send us a message.
What time are your customer support staff available to help?
Monday – Friday | 9am – 5pm (GMT)
Our customer support office is closed at weekends and UK bank holidays.
We endeavour to answer all queries within 24 working hours of receiving your query.