We are currently experiencing a high volume of orders and experiencing some delays due to the current social distancing measures and ongoing lockdown, so please allow 5-7 working days for us to process, bill and ship your order. Please allow 7 working days (not including Public or Bank Holidays) before contacting us about when your order will be billed and shipped out, to allow for any unforeseen delays we may encounter. It may take up to 3 days to receive a response, as we are currently also receiving a much larger volume of emails than usual. As COVID and lock down restrictions differ between countries, delays may happen depending on the status of the country of origin of your product. If you’ve ordered an item for a specific and/or imminent deadline please bear in mind we cannot guarantee delivery on or by a specific date, as all postage carriers are experiencing delays as well. This means that if you’ve ordered something as a gift it may not arrive in time. We thank you for your patience and understanding in these difficult times, and thank you for shopping at Masterball.co.uk.

Unfortunately due to the Covid-19 Lockdown we are experiencing delays to deliveries and this is expected to continue until this situation has been resolved and suppliers start shipping items regularly again. The pre-order dates on our website are place holders based on the last available information from suppliers, and are likely to be subject to change until some time after the lockdown is lifted. Please note that even in normal circumstances manufacturers’ scheduling and shipping dates can change and therefore pre-orders can be delayed, brought forward, or cancelled for reasons outside of our control. We will try to keep your account up to date with the latest information we receive. As always, we won’t take payment for pre-orders until your items are in stock, allocated to your order and ready to be shipped (and once you’ve approved shipping costs if applicable). If you wished to cancel or update any details, please head to Your Account online and click into the order you wish to adjust.

For UK shipments sent by Royal Mail we usually expect delivery in 3-5 working days, but please allow additional days due to coronavirus-related absences at your local mail centre or delivery office. More information on this can be found on Royal Mail’s official website. We are usually required to wait up to 21 working days in order to class this as lost in the post. The Royal Mail advise this time-frame as your order may be on its way back to us. During this difficult time we ask that customers wait at least 14 days before notifying us of non-arrival of shipments, providing confirmation of order number, items not received and delivery address, so we can investigate the matter for you. For international orders please notify us of non-arrival after 28 days, but please note we may need to wait the full 42 before investigating these. If your order was shipped by courier and has not arrived within 3 working days (7 working days for international customers) please let us know so we can check tracking information for you.

As always, we will not charge and ship anything to you until the items are in stock, allocated to your orders and ready to be shipped out. If you need to change the delivery details or cancel any items you can do this through Your Account by going into the Open Orders section and clicking into the order you want to update. Once you’ve successfully updated an order you’ll receive email confirmation confirming that change. If you checked out as a Guest and need to change your address urgently we strongly recommend creating an account and doing this manually as this is the quickest way to change the address. We can close the account for you on request once the order has been completed. You can also email us to request an address change but due to a high volume of enquiries we may not be able to amend your details until the order has already been processed.

If you would like to get in touch please contact us at admin@masterball.co.uk and we’ll get back to you as soon as possible. Please note we’re currently receiving a much higher volume of emails than usual, and it could take up to 2-3 working days to receive a response to your email. We’ll get back to you as soon as possible and thank you for your patience and understanding in these difficult times.

If you’ve received an item and changed your mind, Please note you would need to pay postage for that return and return it to its country of origin. We’ll issue your refund once we have confirmation that it has been received at our returns department, and the refund usually shows in your account within two working days of being processed. If you’ve received a damaged item please contact us on admin@masterball.co.uk detailing the damage. We might ask for photographic evidence of the damages in order to arrange a replacement or refund for you. Please note that damaged Items does not include the condition of the packaging or outer box of the item, but the rather the contents of the box or packaging i.e. the items inside. If you are currently isolating as a result of the Covid-19 pandemic please contact us on admin@masterball.co.uk for further details. As detailed elsewhere in our FAQs, please bear in mind that all postal carriers are reporting delays at the present time and that it may take longer than usual for your return to be received and processed. We thank you again for your patience and understanding during this difficult time.

Once your order has been placed, it can take 3 - 5 working days to bill and ship. Please Note that a ‘Working day’ means Monday, Tuesday, Wednesday, Thursday or Friday that does not include Public or Bank Holiday. If an item is on a ‘Pre Order’, then we will despatch that item several days after it’s released. Should your order contain both ‘Pre-Order’ and ‘In- Stock’ items, they will be despatched when the item(s) are all ready to ship.

We accept MasterCard, Visa, Visa Debit, American Express and Maestro (Only UK issued Maestro cards are accepted). We do not currently accept PayPal.

Sadly not! If you’ve placed an order and missed an item, or wish to add more you’d just need to cancel it through ‘Your Account’ and place a whole new order online.

Sadly not. Due to your items will be shipped from our Asian warehouse directly, the shipping will usually take 6-14 workng days.

If you have an open order, you just need to go to ‘Your Account’ and then click into the order you wish to update. Please be aware that if you have multiple orders, or open orders, you will need to update those individually with the new details.

A Pre-Order is where a customer places and order for an item that we do not yet have in stock. In this event, we reserve the customers’s order and when we have the required item(s) in stock, we despatch them to the customer.

Every now and then, manufacturers’ scheduling and shipping dates can change and some Pre-Orders can be delayed, brought forward or cancelled. If the delivery date for an item changes, we will update that item on our website. If we cannot fulfil Pre-Order, we will send you an email to confirm the reason why. We will NOT debit your account. There are also occasions when a manufacturer does not fulfil our requirements fully, and we do not have enough stock all of the pre- orders. Should this occur, we will fulfil as many orders as we can, beginning with the earliest orders made. If your order cannot be fulfilled we will email you to let you know. Please be aware that making a pre-order does not guarantee that we will get that item into stock. We will only take payment for pre- orders once stock arrives and is ready to despatch. We cannot be held responsible for suppliers’ cancellations or date changes and it will be the responsibility of the customer to ensure that sufficient funds are available.

Due to the rarity of certain items on our website we might only be able to offer them online as ‘1 per customer’. Similarly we might have to amend an order for multiples of an item after its placed if we find out from our suppliers that we’re not going to be receiving as much stock as we need. In this case when sales of an item are limited to 1 per customer this means that you will only be able to order one of that particular item, and you are limited to one of that item per household, in the interest in fulfilling as many different customer orders as possible. We may cancel any and all multiple orders on the same account or going to the same address, and repeat abuses of this rule may result in the original orders placed being cancelled as well. Please note that this also applies to any item that states ‘Sales of this item are limited’ on the product’s listing on our website, and the same rules apply to the quantity listed there.

We have a vast selection of sale items listed on our website, with more items being added every week. Regrettably some of our items marked down in our sales are no longer in mint condition due to their age, and may have signs of shelf wear. There’s also a chance that they may not be shrink wrapped or the shrink wrap may be split on an item. If you receive an item from our sale that is damaged please don’t hesitate to get in touch. We cannot guarantee that there will be new, sealed or mint condition stock to replace those sale items with but we will investigate this for you further and offer a variety of options.

Sorry that you cannot order online and pick up from our store due to your items will be shipped from our Asian warehouse directly.

Masterball Ltd. cannot be held responsible for any supplementary costs incurred by a customer caused by a delayed, lost or misrouted orders. Similarly Masterball Ltd. cannot be held responsible for any Custom or Tax charges incurred upon arrival to your country of delivery. However, In the unlikely case of your order being delayed, lost or misrouted we will do our very best to follow up with the delivery company involved on the whereabouts of your order. Tracking is provided with every order, so we also urge the customer to follow up on these situations with the repective delivery company should this happen.

Shipping rates for UK customers are calculated in the cart and checkout stages and are usually as follows: International Orders To UK Cost Per lb Est. delivery time ( 6-10 Working Days) we are currently experiencing 3-5 Days Delay Weight range Rate lb 1 £3 lb 2 £6 lb 3 £9 lb 4 £12 lb 5 £15 lb 6 £18 lb 7 £21 lb 8 £24 lb 9 £27 lb 10 and up £30 Please note some items may incur a higher shipping cost regardless of their value as they need to be shipped by courier. _______________________________________________________________________________________________________ Shipping rates for EU customers are calculated in the cart and checkout stages and are usually as follows: International Orders To EU Cost Per lb Remove Est. delivery time ( 6-10 Working Days) we are currently experiencing 3-5 Days Delay Weight range Rate lb 1 £5 lb 2 £8 lb 3 £11 lb 4 £14 lb 5 £17 lb 6 £20 lb 7 £23 lb 8 £25 lb 9 £28 lb 10 and up £31 Please note some items may incur a higher shipping cost regardless of their value as they need to be shipped by courier. _______________________________________________________________________________________________________ Shipping rates for US and Canada customers are calculated in the cart and checkout stages and are usually as follows: International Orders To US and Canada Cost Per lb Remove Est. delivery time ( 6-10 Working Days) we are currently experiencing 3-5 Days Delay Weight range Rate lb 1 £5 lb 2 £8 lb 3 £11 lb 4 £14 lb 5 £17 lb 6 £20 lb 7 £23 lb 8 £25 lb 9 £28 lb 10 and up £31 Please note some items may incur a higher shipping cost regardless of their value as they need to be shipped by courier. _______________________________________________________________________________________________________ Shipping rates for Colombia customers are calculated in the cart and checkout stages and are usually as follows: International Orders To Colombia Cost Per lb Remove Est. delivery time ( 6-10 Working Days) we are currently experiencing 3-5 Days Delay Weight range Rate lb 1 £5 lb 2 £8 lb 3 £11 lb 4 £14 lb 5 £17 lb 6 £20 lb 7 £23 lb 8 £25 lb 9 £28 lb 10 and up £31 Please note some items may incur a higher shipping cost regardless of their value as they need to be shipped by courier.

Yes, we can deliver orders outside the United Kingdom. If you are an EU resident, your postage rates are calculated for you at the checkout stage. If you are living outside Europe, please contact us at admin@masterball.co.uk and tell us which items you wish to buy. We will then provide you with a shipping quote based on the order’s weight, size and destination. Please be aware that when a package is delivered within the EU or internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country such as handling fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country. The customer is responsible for paying these fees and we cannot verify what they will be prior to shipping.

For orders valued at £35.00 or under going to mainland UK addresses we use Royal Mail Second Class and we don’t have tracking information for these shipments. For shipments or single products over the value of £35.00, we will use DPD for UK delivery. You will receive a tracking number separately via email that becomes active once DPD have scanned your parcel at their depot. For shipments of international orders below £50.00 we will use standard international airmail, and we do not have tracking information for these shipments. For shipments or single products over the value of £50.00, we will use DPD for most EU destinations and Parcel Force for the rest of the world. You will receive a tracking number separately via email that becomes active within 24 hours of being emailed.

For delivery of all orders valued at £35.00 and under, exclusive of shipping cost, we will use Royal Mail Second Class. Delivery usually take 3-5 working days. Please note that a ‘Working day’ means Monday, Tuesday, Wednesday, Thursday, Friday or Saturday that is not a Public or Bank Holiday. For orders or single products over the value of £35.00, we will use DPD for UK delivery. They will deliver within 48 hours once shipped and only Monday-Friday. You will receive a tracking number directly from DPD once they have picked your order up from us. If you have ordered several products, and we despatch those products separately, we will count the value of each despatch as a separate item and post it accordingly. We will only charge you for the shipping on the first despatch. When we despatch your items , we will send you an email. You will receive an email for each individual despatch if your items are sent separately. Please be aware that, in the UK, we have to allow 21 days for items shipped Second Class Royal Mail before we can investigate the non- arrival of an item. Internationally, we’re advised to allow up to 6 weeks.

If you are not able to collect your item when the courier try to deliver and are unable to, normally they will leave a card confirming they have tried to deliver. Please follow the instructions on the card to re-organise delivery or pick-up directly with the courier.

We reserve the right not to deliver orders to an address that may not be secure, for example to a communal postal address or a BFPO or PO Box. If this affects your order, we will contact you as soon as possible. If you have ordered a high value item, Masterball may reserve the right to deliver to your billing address only. Should this be the case, we will contact you after you have placed your order.

If we have not yet charged or shipped your order, you can cancel by logging into Your Account online and selecting the relevant order. You do not need to contact us. If your order has been marked ‘Charged’ please contact us at admin@masterball.co.uk and we’ll get back to you as soon as possible.

If you would like to return a purchase, you may do so within 3 days of the date of despatch. The item must be in resalable condition and in its original undamaged packaging, complete with its original undamaged external box, if applicable. Please securely repackage your unwanted items and either use the returns sticker on your despatch note or post them back to the following address: Make sure to include a note with your order number so we can tie the return back to your order and process that refund for you. Refunds usually show in your account within two working days of being processed at our returns department. Please note you would need to pay postage for this return.

In the event of faulty goods please contact us with your order number and details of the damage or faulty nature of the product. We might ask for photographic evidence of the damages in order to arrange a replacement or refund for you. If we are unable to replace your faulty/damaged item(s), then we will issue a full refund. Please note, the item(s) must be returned to us for this to be processed.

If you would like to close your account please contact us at admin@masterball.co.uk with confirmation of your name and the email address associated with your account and we can process this for you. Please note we can only process this if you have no outstanding orders with us.

We film and document the packing process of every orser so to insure this process is performed correctly. However, this does not account for boosters in blister packs or carboard sleeves. We take photographic evidence of every order upon dispatch so that the unique codes can be reference with the codes of your item. Please be aware that the packaging of some boxes and Items can be damaged during shipping.