Frequently Asked Questions (FAQ)

Find answers to your shipping, returns, orders, and policy questions at Intercept Studios. Get help with orders, cancellations, and more!

Product availability in the E.U.

Why are some products available for delivery to the EU and Northern Ireland, while others are not?

It all comes down to where our items are made and the specific import regulations of the European Union:

  • EU-Available Items (Apparel, Mugs, & Premium Art Prints): These specific collections are produced and dispatched directly from our regional fulfillment hubs located inside the EU. Because they originate within the EU market, they bypass complex cross-border customs checks and can be delivered smoothly to your door.

  • Rest-of-World Items (Hand-crafted Prints, Cards, Books, & CDs): These items are produced and shipped directly from our main UK studio. While we ship these items globally to most international destinations, current EU trade regulations and strict customs processing for these specific product categories mean we are temporarily unable to deliver them to the EU and Northern Ireland.

Can I combine these different items in the same order?

Our website checkout automatically manages regional availability based on your shipping address. If you are shipping to the EU or Northern Ireland, you can seamlessly purchase any of our clothing, mug, or premium print collections. However, if an item shipped from our UK studio (like a standard print, book, or CD) is in an EU-bound cart, the system will ask you to remove it before you can complete your check-out.

Ordering and Payment

When is payment for an order taken?

Payment is taken as soon as an order occurs, whether this is through PayPal or a credit card transaction. This applies to both in-stock items and pre-orders.

What currency will I be charged in?

All products are listed and charged in Pounds Sterling (GBP). While our storefront may display converted local prices for selected international customers, our backend system and financial records process all final transactions – including shipping rates – in GBP.

Please note: For international orders, we are not responsible for any additional bank charges or conversion fees incurred by your financial institution.

Will I get a confirmation email after placing my order?

Yes. An automated confirmation containing your unique order number will be sent to the email address you provided during checkout.

Shipping & Delivery

When will my order be shipped?

We aim to dispatch all orders within 5 working days of purchase. Orders placed on weekends or public holidays will be processed on the next working day at the earliest.

Please note: During high-demand sales or promotional periods, fulfilment times may be slightly extended, but we always work hard to process orders as quickly as possible.

Estimated Delivery Times

  • UK Orders: Please allow up to 14 working days from the shipping date for delivery.
  • International Orders: Please allow up to 30 working days from the shipping date for delivery.

If your order has not arrived within these designated timeframes, please reach out to us and we will do our best to follow up.

Why did my items arrive in separate packages?

To maintain our strict quality standards, Intercept Studios operates across a network of specialised regional workshops and decentralised fulfilment centres. Because delicate gallery-grade art prints, bespoke apparel, and physical media require vastly different production schedules, climate-controlled packaging, and couriers, items within the same order may be dispatched separately and arrive in multiple packages at slightly different times.

How much is postage and which couriers do you use?

Unfortunately, due to our size, we’re unable to offer free postage across our entire catalogue. However, selected in-stock items dispatched directly from our South Wales office qualify for free UK shipping on orders of £90 or more (excluding our bespoke made-to-order apparel and print collections).

All orders are shipped via Royal Mail, with postage costs varying based on the order and delivery address. Standard 1st or 2nd Class shipping is used for lower-value orders, while higher-value and most international orders are sent via tracked (and possibly signed) services.

Our specialised made-to-order items are manufactured and dispatched from our regional workshop networks using their own designated courier services.

Can I track the status of my shipment?

Tracking availability depends entirely on the shipping service required for your items. General Royal Mail 1st or 2nd Class shipments do not include transit tracking. For orders utilising tracked and/or signed courier services, your tracking number will either be emailed to you automatically upon dispatch or can be requested by emailing info@interceptstudios.com.

International Customs, Duties, and Taxes

As a UK-based company, international shipments may be subject to customs charges, import taxes, or duty fees imposed by your country's customs authority upon arrival. Intercept Studios is not responsible for these fees. Please direct any import inquiries to your local customs department.

Pre-Order Policies

When will a pre-order be shipped?

We aim to dispatch all pre-orders in time for their official release week. However, logistical delays can occur during high-volume periods. While we do our best to ensure prompt arrival, we cannot guarantee that international orders will arrive exactly on the release date due to overseas transit times.

What happens if I order In-Stock and Pre-Order items together?

If your basket contains a mix of immediately available inventory and pre-order items, our logistics queue splits them automatically:

  1. We will ship your in-stock items within our standard 5 working days.
  2. We will ship your pre-order items separately in time for their official release date.

There is no additional shipping cost passed on to you for this multi-stage delivery.

Cancellations, Address Updates, & Region Restrictions

How can I cancel my order?

To request a cancellation, please email info@interceptstudios.com immediately with your full name and order number. Please note our cancellation rules:

  • Once an item has entered our production queue or has been physically shipped, cancellations are no longer possible.
  • Orders placed by mistake will be refunded minus the non-refundable transaction fees set by our payment processors.
  • Refunds are processed back to your original payment method via PayPal or Stripe. If more than 30 days have passed since your initial order date, refunds can only be issued via PayPal (please provide your PayPal-linked email address with your request).

Can I update my shipping address?

To change your delivery address, email info@interceptstudios.com with your order number and the corrected address. This request must be submitted before fulfillment begins. Once an order has been dispatched or sent to our automated bespoke manufacturing lines, we are completely unable to reroute the package.

E.U. / GPSR Compliance Notice

In compliance with the General Product Safety Regulation (GPSR) implemented on December 13, 2024, for products sold within the E.U. and Northern Ireland, certain items in our store may feature regional purchasing restrictions. Eligibility information is clearly detailed on each individual product page so you can easily verify availability before checking out.

Returns & Exchange Policy

General Terms & Timeline

We are happy to arrange exchanges or store credit under the following conditions, within 30 days of your order being dispatched. We do not offer refunds for unwanted or damaged products – only exchanges or store credit. Cash refunds are only considered under extreme circumstances entirely at our discretion.

Damaged, Defective, or Incorrect Items

If your item arrives damaged or features a manufacturing flaw, contact info@interceptstudios.com with your order number. To help us process your replacement quickly, please follow the guidelines below based on the product type:

  • For Bespoke Apparel, Wall Art, and Made-to-Order Prints: Please email us clear photos highlighting the print defect or transit damage. Once verified by our quality assurance team, a brand-new replacement copy will be manufactured and shipped to you entirely at our expense. You do not need to mail the defective item back to us.
  • For In-House Stock & Physical Media: If an item is visibly damaged before opening, it must remain sealed and unopened. If the damage is internal (e.g., a disc skips), please email us a description and photos of the fault. We will provide instructions to return the item to our main offices in South Wales. We do not provide pre-paid shipping labels, but your return postage cost will be fully reimbursed to you via a store coupon code or PayPal once received.

Unwanted Items & Size Changes

Because a significant portion of our catalogue consists of custom made-to-order merchandise and limited-run handcrafted pieces, we cannot offer returns, refunds, or free exchanges for unwanted products, change of mind, or incorrect size selection. Please carefully review all sizing charts and product descriptions before finalising your purchase.

For select physical stock dispatched directly from our South Wales inventory, exchanges or store credit for unwanted items may be considered entirely at our discretion, provided the item is returned to us at the buyer's shipping expense in brand-new, sealed, and resalable condition.

The Fighting Fantasy Collections

What is the difference between the "Official Fighting Fantasy" and the "Fighting Fantasy" store sections?

To offer the most expansive and premium selection of classic fantasy art, Intercept Studios manages two distinct streams of curation, separated strictly by licensing and copyright structure:

  • Official Fighting Fantasy Collection: Intercept Studios is an officially licensed partner of the Fighting Fantasy brand. Items featured in this specific section utilise official logos, trademarks, and brand-held publishing rights to produce curated merchandise, apparel, and specialised prints.
  • Fighting Fantasy (Terry Oakes Collection): This dedicated portfolio showcases the iconic, classic 1980s and 1990s cover art produced exclusively by master illustrator Terry Oakes (including legendary covers like Beneath Nightmare Castle and Slaves of the Abyss). Because Terry Oakes independently retains the legal copyright and creator rights to his original paintings, this collection is managed directly alongside the artist as a separate, independent print archive.

Customer Support

I have a question that isn't answered above. Who should I contact?

For any order inquiries or general questions, please email us directly at info@interceptstudios.com.To help us assist you efficiently, please always include your full name and order number. We aim to respond to all emails within 48 hours. Please note that emails sent over weekends or bank holidays will be processed on the next available working day.

General & About Us

When will an upcoming product be available to pre-order?

We do not have a fixed timeline for pre-order launches. Some items may be listed a few months before their official release, while others might go live as little as a week prior to launch.

Do you have a physical retail shop?

No, we do not operate a physical storefront at this time. However, we are actively working on getting select items from our catalogue into various independent retail shops in the future.