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, delivery times, and international shipping options.
Over the Christmas period, it will take approximately 4-6 business days.
Our last posting date for Christmas this year is December 14th 2024. Orders placed after this date will not arrive in time for Christmas. For guaranteed last-minute gifting, choose Click & Collect at checkout and pick up in-store!
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!
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.
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?
Since we are an independent business, we offer international shipping on a case-by-case basis. Check our Shipping Policy for more information on delivery times and associated costs. If you'd like more details, please feel free to contact us - we’ll get back to you as quickly as possible.
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 don’t at present. However, we do offer exclusive rewards, discounts, and updates to customers who are subscribed to our newsletter. You can always sign-up to our Loungefly Club, too, if you would like regular discounts on collections.