Shipping & Returns

Shipping zones

We currently ship to the 27 countries of the European Union. Within the EU single market there are no customs charges and VAT is already included in the price: there is nothing extra to pay on delivery. Orders to destinations we do not yet serve cannot be processed for now.

Fees and lead times

Shipping fees, available carriers and estimated delivery times are calculated and displayed at checkout, based on the address you enter and the option you choose:

• Home delivery (standard or express, depending on destination)
• Pickup point / parcel locker, where available

Books and box sets are packed with care to preserve their collector condition. Tracking is provided for every parcel.

Right of withdrawal (14 days)

You have 14 days from receipt to withdraw from your purchase, no reason needed, in accordance with the French Consumer Code. Notify us at contact@phenofirstprint.com within that period: you may use the model withdrawal form provided in our Terms of Sale. You then have 14 days to send the goods back; return shipping is at your cost. We refund within 14 days of recovering the goods (or of proof of return shipment), by the original payment method —including the outbound delivery you paid, capped at the least expensive delivery option we offer. If you chose a dearer option, we refund the amount of the cheapest one. Cancel before we dispatch and there is nothing to send back: you are refunded in full, delivery included.

Condition of the return. You may examine an item the way you would in a shop. However, for collectible items sold factory-sealed, an intact seal is a determining element of the value: if the seal has been broken or removed, we apply a deduction for diminished value to the refund, which can be substantial, as disclosed before purchase in our Terms of Sale and Authenticity & Condition policy. Returning an item sealed and intact always entitles you to a full refund.

The deduction belongs to withdrawal, never to a complaint. It is for changing your mind about an item that was exactly as described. If you opened a sealed item because it was not what we sold you, a reprint rather than a first print, a missing bonus, damage inside the wrap, that is a conformity claim: you are refunded in full, we cover the return, and no deduction applies. The deduction returns only where such a claim proves unfounded and the item was what we said it was.

Return procedure

Contact us at contact@phenofirstprint.com with your order number so we know to expect it, then send the parcel to PHENO CORP, Pheno First Print, 148 chemin de Crépieux, 69300 Caluire-et-Cuire, France. You do not need to wait for our reply: the 14 days you have to return the goods run from your notice, not from our answer. Choose a tracked service and keep your proof of postage: we can refund on proof of shipment, and it is what protects you if the parcel goes missing. Please pack the item at least as protectively as it arrived — transport damage on the way back remains the sender's responsibility.

Damaged or lost parcels

If your parcel arrives damaged, keep the packaging and contact us within 14 days with photos so we can find a solution (replacement or refund). Please tell us as soon as you can, and if you notice the damage in front of the courier, write your reservations on the delivery slip: our own recourse against the carrier expires within a few days, far sooner than your rights against us, reporting quickly costs you nothing and is what lets us settle generously. If tracking shows a parcel as lost, we will reship or refund once the carrier's inquiry confirms the loss.

Damage found on opening. If the parcel looked fine but the item inside is damaged, tell us within 14 days with photos of the item and of the packaging it arrived in. You are not required to film your unboxing, but if you did, send it: it settles the matter on the spot, since a sealed item can only be shown as damaged once it has been opened. This is a conformity claim, not a withdrawal: the deduction for a broken seal does not apply here, and a replacement or refund includes the return costs.

“First print” claims on sealed items

As explained in our Authenticity & Condition policy, we cannot open a sealed item to inspect its colophon (판권지) or the goods sealed inside it without destroying the very value of the seal. For a claim that a sealed item is not what its label states, we therefore ask for the market's standard evidence: a complete, uncut unboxing video, from the still-sealed parcel with the shipping label legible, through to opening the item and showing the colophon. This is how collectors worldwide document such claims, it protects both sides, and it allows us to resolve legitimate claims quickly (replacement or refund, including return costs).

And the seal deduction does not apply to a founded claim. Checking a colophon means breaking the seal, so a promise to refund a wrong item would be worthless if we then deducted for the opening it required. If the item is not what its label states, you are refunded in full. If the claim turns out to be unfounded and the item is what we said, the seal of a collectible has been broken and the usual deduction applies.