Collector care after checkout.
Every Burnt Toast piece is individually checked, carefully packed and sent using a tracked and insured service. This policy explains delivery, collection, cancellations, damage and returns.
Please keep all packaging until you have inspected your piece. If anything has gone wrong, email hello@burnttoast.uk with your order number and photographs.
Delivery charges
Available services and the final delivery charge are shown before payment. Particularly large, heavy or fragile pieces may require a specialist delivery quotation; we will make this clear before accepting payment.
International customers are responsible for any import VAT, customs duties, brokerage fees or local charges applied by the destination country. These are not included in our delivery price.
Free Redcar collection
Free collection is available by appointment from Burnt Toast, 5 Dundas Street, Redcar, TS10 3AD. We will email when your piece is ready. Please do not travel until your collection time has been confirmed.
Dispatch and tracking
Ready-made pieces are prepared for dispatch after cleared payment. The estimated dispatch or delivery window will be shown at checkout or confirmed by email. Commission timescales are agreed separately because each piece is made individually.
Tracking details will be sent when available. Delivery estimates are not guarantees where delays are caused by the courier, customs, severe weather or circumstances outside our reasonable control, but we will help investigate delayed parcels.
When your parcel arrives
- Inspect the outer packaging before opening.
- Open carefully and retain the box and all internal packing.
- Check the piece before disposing of any packaging.
- If damaged, photograph the unopened box where possible, the label, internal packing and every affected area.
Damage, faults or incorrect items
Please contact hello@burnttoast.uk as soon as possible, ideally within 48 hours, with your order number and photographs. The 48-hour request helps us make a courier claim and does not reduce your statutory rights.
We may arrange a repair, return, replacement where genuinely possible, price reduction or refund, depending on the circumstances and your legal rights. Do not send a damaged piece back until we provide instructions. Where an item is faulty, damaged in transit, not as described or sent incorrectly, we will cover reasonable return costs.
Cancelling and returning a ready-made piece
For most ready-made items bought online, UK consumers can tell us they wish to cancel within 14 days after receiving the item, then return it within the following 14 days. Email hello@burnttoast.uk before returning anything.
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for safe return packaging and return postage. We strongly recommend a tracked and appropriately insured service. You may handle the piece only as needed to inspect it; we may reduce a refund where avoidable handling has diminished its value.
Eligible refunds include the item price and the least expensive standard outbound delivery option we offered. We process the refund within the legally required period after receiving the item back or receiving acceptable evidence that it was returned. Additional express-delivery costs are not refundable unless the order was faulty or incorrect.
Custom commissions
The statutory change-of-mind cancellation right normally does not apply to goods made to your specification or clearly personalised. Before payment, we will confirm the brief, price, expected timescale, deposit or staged-payment terms and the point at which work begins.
This exception does not affect your rights if commissioned work is faulty, not as described or does not match the agreed specification. Any cancellation requested before work begins will be handled according to the written commission agreement.
Return address
Returns must be authorised before posting and sent as instructed to:
Burnt Toast / FMC NE LTD
5 Dundas Street
Redcar
TS10 3AD
United Kingdom
Please include your order number and contact details. We cannot accept responsibility for unauthorised returns sent without suitable tracking or insurance.
Care and responsibility
Burnt Toast pieces are adult display collectibles, not toys. Damage caused after delivery by falls, unsuitable cleaning, direct sunlight, heat, moisture, poor storage, improper handling or unauthorised modification is not a manufacturing or delivery fault.
Your statutory rights
Nothing in this policy excludes or limits rights that cannot legally be excluded, including rights under applicable UK consumer law. Burnt Toast is a trading name of FMC NE LTD, company number 14433237.
Last updated: 9 August 2026.