FAQs & Contact

The team behind The Home of Characters have won 14 GREATS awards in 14 years for their standard of customer service. If you can’t find an answer to your question in our comprehensive FAQs below, our team is ready and waiting. Like Mickey Mouse, we’re all ears!

General

Why should I shop at The Home of Characters?

At The Home of Characters, we don't just sell products, we deliver an experience that resonates with the true spirit of fandom. We boast a treasure trove of officially licensed products that span a vast spectrum of movies and TV franchises. We provide award-winning standards of customer service to our loyal customers.

As the ultimate destination for fans and enthusiasts, we are dedicated to making a positive impact on the world. The Home of Characters takes pride in our focus on sustainability and ethical sourcing. Our products are not only a celebration of beloved characters but also a testament to our commitment to environmental responsibility.

Your favourite characters from Disney, Harry Potter and more take centre stage in our carefully curated collections. Explore the magic of licensed gifts and homeware like never before, only at The Home of Characters, your go-to destination for all things officially awesome!

How do I get in touch with The Home of Characters?

Need to ask a question that isn’t covered in the FAQs? Our customer service team is here. Give us a call on the number below. Alternatively drop us a message to the email address below or using the contact form below and we'll come back to you ASAP.

Phone number: 0161 688 1211

Email address: enquiries@thehomeofcharacters.com

How do I unsubscribe from your newsletter?

Simply click the ‘Unsubscribe’ link at the bottom of the emails. You can resubscribe at any point you like.

Orders

Will I receive an order confirmation email after I place an order?

Once we receive your order, you should receive an order confirmation email from us. This normally takes few minutes, but it can take a little longer sometimes. If you can’t see the email after an hour, please check it’s not in your junk/spam folder. You can add enquiries@thehomeofcharacters.com to your contacts to avoid this. If you have still not received your order confirmation email please get in touch with our customer service team.

When will my order be processed/shipped?

All items on the website are in stock and available for immediate shipping. Orders are generally dispatched no later than 2 to 3 days after you place the order, although we will always aim to ship quicker / on the next working day where possible.

Which countries to you ship to?

At the current time, we’re only shipping to UK addresses. We hope to be able to ship to other countries very soon.

Do you have any discount codes/offers available?

Any discount codes or offers will usually be promoted via our homepage, but why not join our newsletter to get 15% discount on your first purchase and hear about other email exclusives before everybody else.

How do I use a discount code?

Please enter your code into the “Discount Code” box you will see at checkout.

My discount code does not work – what’s wrong?

If you get an “invalid code” error, you’ll need to check that the code has no expired and that the item you are trying to use it on is valid for the promotion as some codes only apply to certain items. Most promotions will only allow one code per order. If you believe the code should work, please drop us an email.

Do you offer a gift-wrapping service?

Unfortunately, we are not currently able to offer a gift-wrapping service. All orders are sent in 100% recycled packaging.

Can I change or cancel my order once placed?

Normally as soon as we receive your order, it’s immediately sent to our warehouse. We’re unable to add or remove items from an order once placed. It may be possible to cancel it, but you may need to place another order and/or return any unwanted items. You can try and contact us via email or by telephone but please note our customer service team operate 8.30am–5.00pm Monday to Thursday and 9.00am-3.30pm Friday (GMT).

Delivery & Collection

What are your shipping options?

Currently we offer a 3 working day shipping guarantee for deliveries in UK.

The Home of Characters uses Royal Mail and DPD to get your delivery safely into the hands of you or your special someone. The courier is decided by the size and weight of your parcel.

Currently, the amount you pay for shipping is auto calculated based on the weight of your purchase. We have the following rates:

RATE	Conditions	Price
Very light item (3 working days)	0kg–0.073kg	£1.00
Light item (3 working days)	0.073kg–0.617kg	£2.50
Standard (3 working days)	0.617kg and up	£4.00

Orders over £30 will be delivered free of charge.

I am local to you - can I collect my order?

At certain times of the year, we do operate a pickup service. If this is available, it will show at checkout where you’ll have the option to ship the order or pick it up instead.

What is the tracking number for my order?

If your order is sent by DPD, a tracking number will be included in your order despatch email. DPD is used for orders where Standard delivery is selected at checkout and the parcel is over a certain weight.

Note that if the Light item or Very light item rates were available and selected at checkout, these are sent by Royal Mail.

What if I’ve not received my order?

If you have not received your order within 10 working days of receiving your order dispatch email, please contact our customer service team at enquiries@thehomeofcharacters.com.

If you're missing part of your order, it's possible it could have been sent in more than one parcel, which is likely to be the case if your order is quite large.

Returns

What is your returns policy?

You have 28 days to return any unwanted items.

Items must be in a resaleable condition in their original packaging.

See our full Returns Policy for further information.

If I don’t like my item can I get a refund?

If you are not happy for any reason you can return the item to us for a full refund.

You are responsible for the cost of returning the goods to us, unless the item is incorrect, damaged or faulty – see below.

It’s a good idea to obtain proof of postage just in case your order is lost on its way back to us.

TIP: Take care with the shipping packaging and you should be able to return your item in that.

What if my item is incorrect, damaged or faulty when I receive it?

We’re really sorry you’ve received an incorrect or faulty item.

Please contact our customer service team at enquiries@thehomeofcharacters.com with your name, order number, the product code/name (you can get this from your email confirmation) and a photo of incorrect item / fault / damage. We don’t always require the item to be sent back. We will then organise a replacement or provide a full refund.

Our office hours are 8.30am–5.00pm Monday to Thursday and 9.00am-3.30pm Friday (GMT), where a member of our team can help you with your enquiry. Our team do not work weekends, so any emails sent on a Saturday or Sunday, will be picked up on the Monday.

Are returns free?

Unfortunately, we do not currently offer free returns. However, you will be refunded your purchase if the item is returned in a resalable condition.

How long does it take to process my return?

Our aim is to process and refund your return as soon as possible, but at busier times it can take up to 7 days for your return to be processed and a further 7 days for the refund to reach your account.

When you return items bought with a discount code, your refund will reflect the amount paid after applying the code. For offers covering multiple products, the discount is distributed proportionally among the applicable items. Refunds for returned items or orders are adjusted accordingly.

Can I return more than one order in a single parcel?

Yes, and we would encourage you to do this. You just need to make sure that the return paperwork for all orders being returned are included in the parcel.

Contact Form

Still need to ask us a question? Our customer service team is here to help you To Infinity and Beyond! Give us a call on the number below. Alternatively drop us a message to the email address below or using the form. We'll come back to you ASAP.

0161 688 1211

enquiries@thehomeofcharacters.com

Monday - Thursday: 08:30 - 17:30
Friday - 09:00 - 15:30
Saturday - Sunday: Closed

The Home of Characters
Broadgate, Broadway Business Parkway
Chadderton, Oldham, OL9 9XE