Frequently Asked Questions

 

What is Cool! Merch?

Cool! Merch is your go-to destination for official film, TV, anime, gaming and music merchandise. An independent business located in the South West, we offer a huge range of products, online and in-stores. From apparel to accessories, trading cards to anime figures, we’re here to add a touch of cool to your lifestyle.
 

What payment methods do you accept?

We accept a variety of payment methods online, including credit cards, debit cards, and other secure payment options. You can also pay with Klarna, Paypal, Google Pay and Shop Pay. Whatever you choose, your transaction details are always safe with us.
 

What is your shipping policy?

Please refer to our Shipping Policy for detailed information on shipping rates, and delivery times.



We aim to dispatch orders within 2 working days, although this may vary during busy periods, e.g. Christmas / Sale. 
 

Can I track my order?

Yes, you can track your order using the tracking information provided in the shipping confirmation email. If you have any issues, please contact us via email. We are here to help!

 

Will my order arrive in multiple packages?

As an independent company without a central warehouse, we ship our products from all of our shops. This means your order may be shipped in separate packages and could arrive at different times. Rest assured, you'll receive tracking information for each package, and we'll keep you informed throughout the delivery process.

 

When will my order ship if it contains a preorder item?

Preorder items are not shipped until release. If your order includes a pre-order item, the entire order will be held until all items are available and can be shipped together. Please keep this in mind when placing orders that contain both in-stock and pre-order items. You will find the release date of the preorder item in the product description.



What is your refund policy?

For details regarding refunds, please visit our Refund Policy. We want you to be completely satisfied with your purchase, and our policy outlines the steps for returns and exchanges.

 

Will you have the new Pokemon release?

Please see our social media for more information regarding new releases. Due to the volume of enquires we receive, we no longer answer individual messages regarding upcoming Pokemon releases.


Are your figures ever displayed in stores?

We ship from our brick-and-mortar stores, so a select few of our figures have been displayed in our cabinets. However, we take meticulous care to ensure these remain in perfect condition.

When it's time to re-box them, we work hard to maintain their pristine quality. Rest assured, whether displayed or kept in storage, all our figures are preserved to meet the highest standards.

How do I contact you?

For general queries, please visit our Contact Us page and fill out the form; we will get back to you as soon as possible.

 

If you’d like to get in touch with a specific store, visit the Our Stores page for the contact details and addresses for Cool! Merch Basingstoke, Camberley, Salisbury and Southampton.
 

Do you offer international shipping?

Due to the prohibitive costs involved, and a high volume of parcels reported lost or damaged, we only ship within the UK and Channel Islands.
 

Can I modify or cancel my order?

Once an order is placed, it enters our processing system quickly. Contact our team immediately if you need to make changes, and we'll be happy to make any necessary amendments to your order.
 

Do you have a loyalty program?

We do! Please see the 'Loyalty' link at the top of this pag!

Help! My card has been debited but the order failed to process

Don't panic! When a payment attempt is made, the company pre-authorises the card before debiting the account. If the payment fails, the authorisation is removed, but the payment isn't taken; it remains in a 'holding account' at your bank. The funds are automatically returned to the card, but it may not be immediate.