Forbidden Planet International

FAQ

I CANNOT FIND AN ANSWER TO MY QUESTION IN THE FAQS?

If none of the above information answers your question please email us at sales@forbidden-planet.co.uk or call us on 0141 331 2170. Our office is open Monday to Friday, 9:00am to 5:00pm.

SUBSCRIPTION CUSTOMERS:

I WANT TO START A SUBSCRIPTION BUT I DON’T KNOW WHICH ONE IS RIGHT FOR ME?

We offer three types of subscriptions. The Mini-Subscription is ideal for people wanting to subscribe to only 1 or 2 titles. These subscriptions are cancelled at the end of the titles run unless the customer subscribes to another comic. The monthly subscription is perfect for people who wish to subscribe to 3+ titles. We also offer a graphic novel subscription if you prefer to wait for the trades rather than the regularly released comic.

WHEN DO MY COMICS SHIP?

The e-mail you receive containing your subscription number and welcoming you to your subscription will have details of which week you will ship out, unless you have personally requested a certain date. If you have lost this e-mail you can contact us and ask.

HOW DO YOU DECIDE WHEN I WILL SHIP OUT?

We make the decision based on when you place your subscription request. We split each month into 4 weeks (the dates can vary depending on how many days are in the month, how many full weeks etc) and from these 4 weeks we will usually place you on a week that corresponds with your request week. For example if you make your subscription request during the first week we will place you to ship on the first week.

BUT THE SCHEDULED SHIPPING WEEK HAS PASSED AND I STILL HAVE NOT RECEIVED THEM.

If you have not received your regular shipment of comics, pleased e-mail us at sales@forbidden-planet.co.uk and we will be able to tell you why. It could be that you have nothing in your file to ship, that we were waiting on updated payment details or simply that your file was missed due to it looking empty (when really there was one comic sneakily hiding between the paper).

YOUR WEBSITE SAYS THE COMIC I WANT HAS BEEN RELEASED, SO WHY DO I NOT HAVE IT YET?

Shipping dates are liable to change. Each release date on our website was correct at the time of solicitation. We receive shipping updates and do our best to alter the dates on the website but some may be missed due to the thousands of product on there (since all changes are made by hand). We have weekly posts on our Tumblr detailing product shipping changes so it is a good idea to keep a casual eye there from time to time. If the comic you want to read is not under ‘This Weeks Releases’ then it has not arrived with us.

WHAT IS THE MINIMUM OR MAXIMUM NUMBER OF TITLES I CAN ADD TO MY SUBSCRIPTION?

The minimum is 1. If you only subscribe to one or two titles you will automatically be fitted with a Mini-Subscription. There is no maximum number of comics you can order so order away to your heart’s desire!

I WANT TO GET MY COMICS DELIVERED EVERY WEEK/BI-WEEKLY CAN I REQUEST THIS?

Absolutely! If you want to ship out weekly, fortnightly, bi-monthly or before or after a certain date then simply e-mail us and let us know.

I WANT TO CANCEL A COMIC – HOW DO I DO THIS?

Send an email to subscriptions@forbidden-planet.co.uk detailing the comics you wish to cancel. Any issues that are filed before cancellation will still be included in your order.

I WANT TO ADD A COMIC - HOW DO I DO THIS?

To add a comic to your subscription simply add the item to your cart. If it is one you would like as ongoing, select the ‘Add to Subscription’ button before adding the item to your cart. Make sure to include your subscription number at the checkout and select ‘Add to Subscription’ as your payment method.

HOW CAN I GET A HOLD OF A VARIANT?

We receive a variant list every Friday which is then posted to our Facebook page complete with prices. We can also add you to the mailing list that receives the variant list also every Friday. Variants work on a first come first served basis as there is never a guarantee of how many we will receive, so make sure to get you request in quickly!

I HAVE TO UPDATE MY CARD DETAILS, HOW DO I UPDATE THEM?

Please place an order for this product (http://www.forbidden-planet.co.uk/acatalog/Subscription_Order.html#aSUBORD) and select credit/debit card as the payment method. Enter your new card details and complete the order. When doing this please enter your subscription number in brackets next to your name on the address screen. When the order reaches us, we immediately void the transaction (so the money falls back into your account) and keep your details.

I CANNOT REMEMBER MY SUBSCRIPTION NUMBER?

Your subscription number is noted in your welcome email and on every address label and receipt that we send you. If you truly cannot find any record of your number, please e-mail us and we will give it to you.

I HAVE MOVED/WISH TO CHANGE WHERE MY PARCEL IS DELIVERED, HOW DO I DO THIS?

Please email us at sales@forbidden-planet.co.uk with your new address and remember to include your subscription number so we can find and update your details quickly.

I HAVE HAD A CHANGE OF HEART/CHANGE OF CIRCUMSTANCE AND I WISH TO CANCEL MY SUBSCRIPTION.

Please email us at sales@forbidden-planet.co.uk with your request and the reasons for cancellation for our records.

YOU HAVE SENT ME AN EMAIL SAYING MY PAYMENT DETAILS WERE NOT AUTHORISED/MY CARD HAS EXPIRED, WILL MY COMICS STILL BE HELD AND FILED?

Of course, your comics can be held for a maximum of 2 months with filing continuing as normal. After 2 months we will pull your file and set it aside for 1 further month and if there is no response from you, we will cancel your subscription.

I HAVE NOT RECEIVED ANY EMAILS CONFIRMING MY SUBSCRIPTION?

Please check your spam/junk folder and settings.

I AM GOING ON HOLIDAY/AWAY ON BUSINESS DURING MY REGULAR DELIVERY WEEK, CAN YOU HOLD MY COMICS?

No problem, as long as you let us know the dates that you are away we can make sure your comics are not sent out during your vacation time.

ONE-OFF CUSTOMERS:

THE WEBSITE HAS NOT ASKED ME FOR PAYMENT DETAILS, HOW DO I PROVIDE THESE?

Please make sure that you select ‘Credit/Debit Card’ from the drop down ‘Payment Method’ menu when at the checkout for your products. All non-subscription orders that arrive without payment details are cancelled as they cannot be processed.

WHY HAVE SOME OF THE ITEMS IN MY ORDER BEEN CANCELLED?

Due to high demand, some of our comics can sell out before we have the chance to remove them from the website. If we can no longer supply you with the items you have requested, we will always email you to notify you of any changes and we will not proceed with your order until you have told us it is okay to do so.

I PRE-ORDERED COMICS MONTHS AGO, WHY HAVE SOME BEEN CANCELLED?

We are only able to hold single order payment details for a maximum of three months. This means that if your order is not completed within those three months, any outstanding comic shall be cancelled and the filed ones shall be shipped out to you. As we solicit three months in advance this is rarely an issue however publishing delays to titles can push them back past the three month mark. You are free to re-order the cancelled comics at any time.

WHY CAN I NOT MAKE A ONE-OFF PRE-ORDER FOR A GRAPHIC NOVEL?

Graphic Novels are solicited 4 - 5 months in advance (sometimes more!) and our system only holds payment information for a maximum of 3 months for one-off orders so we cannot accept pre-orders that exceed that time frame.

I’M A ONE-OFF CUSTOMER, CAN I ORDER A VARIANT?

Variant covers are currently only available for subscription customers.

SHIPPING:

WHERE DO YOU SHIP TO?

We currently ship to the UK and Europe.

HOW MUCH DOES SHIPPING COST?

Our shipping prices are tiered. If you spend less than £10, your shipping with be First Class Royal Mail at £2. If you spend between £10 and £20, your shipping will be Royal Mail Recorded Delivery at £4. If you spend between £20 and £30, your shipping will be Royal Mail Recorded Delivery at £4.50. If you spend over £30, your shipping will be with a UK Mail courier and will cost £5. For supplies and heavy and/or bulky orders, shipping will be with a UK Mail courier and priced at £7.50. If you accidentally input the wrong shipping with your order, we will notify you of the change of shipping cost and will not proceed with your order until we have your approval to do so.

MY COMICS HAVE NOT ARRIVED, WHERE ARE THEY?

If your comics have not arrived within 7 days of receiving your shipping e-mail please contact us with all tracking information you have available. As we are unable to track 1st Class parcels we can offer replacements. If your parcel is tracked we will contact the relevant companies (Royal Mail or UK Mail) to track down your parcel. Unfortunately, we currently cannot track any parcels sent outside of the UK.

MY COMICS HAVE ARRIVED AND THEY ARE DAMAGED, WHAT DO I DO NOW?

Record any damage that you notice in the form of clear photographs. This allows us to raise a claim with the courier that handled your parcel. Where possible, we will arrange for collection of the damaged comics or we will request that you send them back to us with proof of postage. We can then refund the cost of the postage and the items in their entirety or we can provide replacements. If we cannot acquire replacements due to lack of stock, we will refund your order.

WHY HAS MY ORDER ARRIVED IN A BOX THAT LOOKS REUSED?

We recycle! If you order a bulky item or a large amount of comics, it may arrive in a box we received during our delivery. This saves on packaging costs and is better for the environment. Rest assured, we always pack our parcels well and your comics should arrive safely, even in a repurposed box.

SUPPLIES:

WHY IS THERE A DELAY IN MY SUPPLIES ARRIVING?

For large orders of supplies, we may have to order items in and this may take a little while longer. We will notify you of any major delays.

WHY HAS MY SHIPPING COST CHANGED?

Supplies must be sent via a comic supplies courier, which costs £7.50. We will always notify you of any changes in shipping and wait for your approval before processing your order. Please note that, when ordering supplies, selecting “Comic Supplies Courier” at the checkout will ensure the most accurate shipping cost.