FAQ

  • How do I place an order on the NextGen Collectors website?
  • What payment methods do you accept?
  • Can I cancel or change my order after it’s been placed?
  • What is the difference between a Pre-Order, Back Order, Special Order, and Expression of Interest (EOI)?
  • Do I need to pay upfront for Pre-Orders or Special Orders?
  • How will I know when my Pre-Order or Back Order is ready for dispatch?
  • How much does shipping cost and how is it calculated?
  • How long does it take to process and ship my order?
  • Which countries do you ship to?
  • What is included in the default insurance cover, and can I increase it?
  • Do you offer free-shipping promotions, and how do they work?
  • Can I request Signature on Delivery or TNT courier for my order?
  • What happens if my parcel is delayed, lost, or delivered to the wrong address?
  • What is your return policy?
  • How do I request a return or refund?
  • What should I do if my item arrives faulty or damaged?
  • Can I return a Pre-Order, Back Order, or Special Order item?
  • Who pays for return shipping if I change my mind?
  • How do you protect my personal information and payment details?
  • Can I request access to or deletion of my personal data?

Orders & Payments

  • How do I place an order on the NextGen Collectors website?
  • What payment methods do you accept?
  • Can I cancel or change my order after it’s been placed?
  • What is the difference between a Pre-Order, Back Order, Special Order, and Expression of Interest (EOI)?
  • Do I need to pay upfront for Pre-Orders or Special Orders?
  • How will I know when my Pre-Order or Back Order is ready for dispatch?

How do I place an order on the NextGen Collectors website?

Orders can be placed directly through our website by adding items to your cart and completing checkout. Once payment is confirmed, you’ll receive an order confirmation email. All orders are processed in accordance with our Terms & Conditions.

What payment methods do you accept?

We accept Bank Transfer, PayPal, AfterPay, PayID, MasterCard, Visa, American Express, Apple Pay, Google Pay, UnionPay, and Shop Pay. All transactions are securely processed through our Shopify platform and compliant payment gateways.

Can I cancel or change my order after it’s been placed?

Orders cannot be modified once processing has begun. Please contact us as soon as possible at support@nextgencollectors.com if you need to make a change.
Pre-Orders and Special Orders can only be cancelled if the product is delayed beyond a reasonable period or becomes unavailable.

What is the difference between a Pre-Order, Back Order, Special Order, and Expression of Interest (EOI)?

  • Pre-Order: Purchase a product before its release or before stock arrives.

  • Back Order: Reserve an item that’s temporarily out of stock but returning soon.

  • Special Order: A product sourced specifically at your request.

  • EOI: Expression of Interest — a request for a product not yet available, allowing us to attempt to source it from suppliers.

Do I need to pay upfront for Pre-Orders or Special Orders?

Yes. Full payment is required at checkout for Pre-Orders. For Special Orders, either full payment or a non-refundable deposit (as specified in writing) is required to confirm your order.

How will I know when my Pre-Order or Back Order is ready for dispatch?

You’ll receive an email notification once your item has arrived, been inspected, and is ready for shipment. Estimated release or dispatch dates are provided by suppliers and may change without notice.

Shipping & Delivery

  • How much does shipping cost and how is it calculated?
  • How long does it take to process and ship my order?
  • Which countries do you ship to?
  • What is included in the default insurance cover, and can I increase it?
  • Do you offer free-shipping promotions, and how do they work?
  • Can I request Signature on Delivery or TNT courier for my order?
  • What happens if my parcel is delayed, lost, or delivered to the wrong address?

How much does shipping cost and how is it calculated?

All shipping rates are calculated live at checkout directly from Australia Post, TNT Australia, and FedEx. Prices depend on parcel weight, size, destination, and chosen service. We do not manually adjust carrier pricing.

How long does it take to process and ship my order?

Orders are generally processed and dispatched within 1–2 business days after payment confirmation. Once shipped, tracking details are sent by email.

Which countries do you ship to?

We currently ship to:
Australia, Canada, France, Germany, Hong Kong SAR, Malaysia, New Zealand, Singapore, South Korea, Switzerland, United Arab Emirates, United Kingdom, United States, Austria, Belgium, Czechia, Denmark, Finland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, and Taiwan.

What is included in the default insurance cover, and can I increase it?

All Australia Post parcels include a default $100 cover. You can request additional insurance by choosing a shipping service labelled “Including Insurance” at checkout or by emailing orders@nextgencollectors.com before dispatch. Additional cover is subject to carrier limits.

Do you offer free-shipping promotions, and how do they work?

Yes, from time to time we run free-shipping promotions. A $14.50 AUD shipping credit (equivalent to our base Standard Post rate) is automatically applied at checkout during the promotional period. This offer applies once per customer per promotion.

Can I request Signature on Delivery or TNT courier for my order?

Yes. Signature on Delivery is optional for Australia Post services and automatically included with TNT shipments. TNT Australia is used for high-value numismatic items (orders $3,000 AUD or more) and includes Signature on Delivery as standard.

What happens if my parcel is delayed, lost, or delivered to the wrong address?

If a parcel is delayed or lost, contact support@nextgencollectors.com. We’ll assist with tracking and insurance claims up to the insured value. For undeliverable parcels caused by incorrect address details, re-delivery fees may apply.

Returns & Refunds

  • What is your return policy?
  • How do I request a return or refund?
  • What should I do if my item arrives faulty or damaged?
  • Can I return a Pre-Order, Back Order, or Special Order item?
  • Who pays for return shipping if I change my mind?

What is your return policy?

Returns are accepted within 14 business days of receiving your order, provided items are unused, in original packaging, and in the same condition as received. See our Returns & Refunds Policy for full details.

How do I request a return or refund?

To start a return, email returns@nextgencollectors.com with your order number, name, reason for return, and photos (if applicable). Our team will provide authorisation and instructions.

What should I do if my item arrives faulty or damaged?

Contact us within 14 business days of delivery with clear photos and a description of the issue. We’ll review and offer a resolution under Australian Consumer Law — typically a replacement, repair, or refund, including reasonable postage costs if a major failure is confirmed.

Can I return a Pre-Order, Back Order, or Special Order item?

These orders are typically non-returnable unless the product arrives faulty, damaged, or not as described. Expressions of Interest (EOIs) are not applicable until payment has been made for a confirmed order.

Who pays for return shipping if I change my mind?

Change-of-mind returns, if approved, are at the customer’s expense and may include a restocking fee. We recommend using a tracked service and keeping proof of postage.

Privacy & Security

  • How do you protect my personal information and payment details?
  • Can I request access to or deletion of my personal data?

How do you protect my personal information and payment details?

We use SSL encryption, PCI DSS Level 1–compliant payment systems, and secure data storage through Shopify. Access to personal data is restricted to authorised staff only.

Can I request access to or deletion of my personal data?

Yes. You may request a copy, correction, or deletion of your data by contacting privacy@nextgencollectors.com. We’ll respond in line with the Australian Privacy Act 1988 and the Australian Privacy Principles.