FAQ’s

Product specification and care

Tokens are usually supplied with a clear or white protective backing film which can be easily removed once received.

Please note, that although most tokens are cut from 3mm acrylic this material is untoleranced, therefore there may be a deviation of up to 0.7mm -/+ in thickness. Where items are made from wood this deviation reduces to 0.4mm -/+ in thickness.

Please also note, although every effort is made to ensure these tokens are 'table ready' when you receive them, some tokens may require light cleaning.

Ruler, miniatures, cards and background seen in photography are for scale purposes only.

Processing times

Processing time:
The time I need to prepare an order for shipping varies. For details, see individual items.

Items that are currently in stock will be processed the next working day and will tend to be shipped faster than customisable products that are made to order, such as template sets, trays, act and agenda sets and investigator boards. Please refer to the listing for individual items for lead times.

Shipping to the UK

We use Royal Mail for shipping our items, for domestic orders we use a first class service in order to try and offset the processing times.

Royal mail aims to deliver the next working day however they are unable to provide a guaranteed service. For guaranteed next day delivery we recommend using the special delivery service. If your delivery is overdue please get in touch with us after 25 days of the estimated due date of your order. Please note Royal Mail do not consider an item lost until this time has surpassed.

Please ensure you check the address you have provided for delivery and if in doubt drop us a note to confirm. Unfortunately, we cannot provide a refund if an incorrect address is supplied, you will need to repurchase the item.

Shipping to Europe and the Rest of World

We use Royal Mail services for shipping international orders.

For orders being dispatched to Europe Royal mail aims to deliver items within 3 – 5 working days.

For orders being dispatched to the Rest of the World Royal mail aims to deliver items within 5 – 7 working days.

Please ensure you check the address you have provided for delivery and if in doubt drop us a note to confirm. Unfortunately, we cannot provide a refund if an incorrect address is supplied, you will need to repurchase the item.

Please note Buy The Same Token cannot be held responsible for delays due to customs.

My item has still not arrived?

If your delivery is overdue please get in touch with us after 25 working days after the due date for items in Europe, after 30 working days for rest of world. Please note Royal Mail do not consider an item lost in transit until this period has surpassed.
If your item still does not arrive after this period please contact us before 2 months have passed.

Please ensure you check the address you have provided for delivery and if in doubt drop us a note to confirm. Unfortunately, we cannot provide a refund if an incorrect address is supplied, you will need to repurchase the item.

I have provided an incorrect address for delivery, what should I do?

Please ensure you check the address you have provided for delivery and if in doubt drop us a note to confirm. We would be happy to amend the address details if the order is still being processed and has not shipped.

Unfortunately once shipped, we cannot provide a refund if an incorrect address is supplied, you will need to repurchase the item.

My item has arrived damaged, what should I do?

Should the unfortunate occur and your item arrives damaged in transit please contact us with photos of the damaged item and all the packaging it came in.

Further information on our Returns policy

Please note we cannot accept returns for customisable items such as the following: Templates, Template trays, Arkham investigator boards, Act agenda sets and any custom orders.

Other Shop listed items can be returned only if the protective backing is intact. If the backing has been removed we are unable to process a return.

Custom and personalised orders

We aim to offer a great variety of options to our ranges, however at present we are not taking custom requests

Prices and Customs Information

Prices listed include UK VAT for UK sales. For sales outside the UK the prices shown include VAT at the 0% export rate.

Where applicable Etsy is responsible for collecting VAT at point of sale, please refer to Etsy's Customs Duties & VAT policies this includes a list of countries to which this service is applicable.

Buyers are responsible for any customs duties and import taxes that may apply. Buy The Same Token cannot be held responsible for delays due to customs.