Faq'S
What is a Product Lead Time?
The Lead Time is the period between your order being placed and the dispatch date.
Our current lead time is 5-7 days for all token items with the exception for made to order items such as display stands, dials and trays, these have a lead time of 1-2 weeks.
Product Specification & Care
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.
How to remove the protective backing safely?
Our items are supplied with either a clear, grey or white backing/paper film to ensure protection during the final stage of production and to keep them in good shape during transit.
Please remove the clear/white masking to reveal the token. We suggest using your nails to carefully peel the edge back first and this should enable you to pull off the masking in one piece and reveal the acrylic underneath. It can indeed be tricky to remove if finger nails are lacking, however there a few tricks to help with this, such as dampening the paper with a wet cloth first, using the edge of another token to lift the edge of the paper or dragging/rolling ones thumb over the edge of the token, effectively rolling the masking over itself.
Custom and Personalisation Requests
Please refer to our Custom Orders page. If you have any questions about custom tokens, artwork specifications or formatting requirements, we're here to help! For custom order enquiries and design submissions, please contact us at: chris@buythesametoken.com
CAN I CANCEL OR MAKE AMENDMENTS TO MY ORDER?
Should you wish to cancel an order or make changes to an exisiting order please contact us via the Contact Us form below within 12 hours of purchase, we will do our best to facilitate changes.
There is an item missing from my order, what should I do?
If you are missing an item from your order, please contact us by using the form below.
I have received an incorrect/faulty item, what should I do?
We pride ourselves on our stringent quality control so in the event a faulty or incorrect item has been dispatched please contact us using the form below and we shall assist you in rectifying this promptly.
I have provided an incorrect address for delivery, what should I do?
We would be happy to amend the address details if the order is still being processed and has not shipped. Unfortunately once shipped, we are unable to amend the address details. Buy The Same Token cannot provide a refund if an incorrect address is supplied, you will need to repurchase the item.
Returns Policy
Our items can be returned only if the protective backing is intact and if in good saleable condition. Returns must be made within 60 days following the purchase. If the backing has been removed we are unable to process a return.
Please note we cannot accept returns for customisable items such as the following: Templates, Template trays, customised Arc ID tokens, Arkham investigator boards, Act agenda sets and any custom orders.
To initiate a return, please contact our customer service team. Return shipping costs are the responsibility of the customer unless the return is generated due to our error.
Refund policy
Once we receive the returned items, payment will be refunded via the original payment method used for purchase. Please allow 3-5 business days for payments to clear into your bank account. Please allow 7-10 business days for International payments.
Refunds will be issued for the cost of the item(s) only, excluding original shipping charges. We cannot process refunds to a different payment method than what was used for the original purchase.
Please note that once a refund is initiated, it cannot be reversed.
UK & International delivery
Important Information for Polish Customers
We have experienced some challenges with deliveries to Poland in recent months, with many packages being lost or returned to us.
The local postal service in Poland has been experiencing significant reliability issues with international packages. This can cause substantial delays in receiving your items.
Our Recommendations:
- Always select tracked or signed-for delivery options when placing your order
- Consider using a private courier service if available, as these have proven more reliable
- For orders of significant value, tracked shipping is strongly recommended
- Please allow extra time (6-8 weeks) for deliveries to Poland due to these ongoing issues
If Your Order Is Delayed:
- Check your tracking information if you selected a tracked service
- Contact us directly if your package hasn't arrived after 8 weeks
- Please include your order number in all correspondence
We're actively monitoring this situation and working to find better delivery solutions for our Polish customers. Thank you for your understanding.
Last updated: March 2025
Shipping to the uk
We use Royal Mail services for shipping both international and domestic orders.
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 14 days of the estimated due date of your order. Please note Royal Mail do not consider an item lost until this time has surpassed.
Shipping to Europe
For orders being dispatched to Europe Royal mail aims to deliver items within 5 – 10 working days.
We ask that you please allow upto 4 - 6 weeks for International deliveries due to occassional delays in transit and customs protocols in the country of destination.
We have also amended the delivery options for International orders to include both tracked and untracked shipping. However we would recommend opting for tracked or signed for mail to ensure you are able to track the progress of your deliveries and items are received swiftly.
Please keep an eye on your inbox for a dispatch notification and tracking reference if purchased.
Orders qualifying for free International shipping will be sent via untracked mail.
Shipping to the rest of the world
For orders being dispatched to the rest of the world, Royal mail aims to deliver items within 7 – 15 working days.
We ask that you please allow upto 4 - 6 weeks for International deliveries due to occassional delays in transit and customs protocols in the country of destination.
We have also amended the delivery options for International orders to include both tracked and untracked shipping. However we would recommend opting for tracked or signed for mail to ensure you are able to track the progress of your deliveries and items are received swiftly.
Please keep an eye on your inbox for a dispatch notification and tracking reference if purchased.
Orders qualifying for free International shipping will be sent via untracked mail.
Free delivery policy on eligible orders
We offer free delivery on eligible orders that exceed the below order value thresholds:
UK orders that exceed £30.
EU orders that exceed €120.
On International orders that exceed £150.
Please note orders eligible for free International shipping will be sent via Royal Mail's untracked service. Should your order qualify for free shipping, this will be actioned at checkout.
Where can I find tracking information for my order?
If you have purchased a tracked delivery service for your order, your order tracking reference will be sent to you via the email dispatch notification.
Please contact us if you are unable to locate the email dispatch notification.
My item has still not arrived, what should I do?
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 the 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.
SHIPPING RULES & REQUIREMENTS FOR UAE
For deliveries to the UAE you would be required to provide a full address including a P.O.Box. please find a link to Royal Mail's terms for postage to the UAE.
https://www.royalmail.com/sending/international/country-guides/united-arab-emirates
Orders returned due to an incomplete address being supplied will be refunded, less the cost of shipping fees paid on the order.
SHIPPING REQUIREMENTS FOR sOUTH AMERICA
Some countries have unique shipping regulations that you need to meet so that shipments reach our customers. Failing to meet these regulations can result in the shipment being delayed, returned, or destroyed.
For example, customers who receive shipments from both outside and inside of Brazil will be required to provide their Cadastro de Pessoas Físicas (CPF) or Cadastro Nacional da Pessoa Jurídica (CNPJ) number.
We would strongly urge clients to opt for tracked shipping services to ll countries in South America so they can keep an eye on the progress of their delivery.
Should the additional information we require is not provided and the product is returned to us, all customers will have to pay for shipping for resending the original order
SHIPPING REQUIREMENTS FOR SOUTH KOREA
Some countries have unique shipping regulations that you need to meet so that shipments reach our customers. Failing to meet these regulations can result in the shipment being delayed, returned, or destroyed.
Customers who receive shipments from outside of South Korea must provide their Personal Customs Clearance Code (PCCC). If you are a a foreign national without a PCCC number, then please enter your passport number in this field.
Shipping requirements for China
Some countries have unique shipping regulations that you need to meet so that shipments reach our customers. Failing to meet these regulations can result in the shipment being delayed, returned, or destroyed.
Customers who receive shipments from outside of China are requiered to enter their People's Republic of China Resident Identity Card (resident ID).
Customs & import taxes
UK SALES
Prices listed on the BTST webstore include UK VAT at 20% for UK sales. Buy The Same Token is responsible for collecting VAT at point of sale for UK orders only.
UK VAT registration number: GB310808044
EU SALES
Buy The Same Token are IOSS registered. VAT is automatically applied to EU orders at checkout for applicable purchases.
Orders under €150 incur only import VAT and are not subject to customs duties.
For orders over the €150 buyers will be liable to pay import VAT and duties at point of delivery (DDU). You may wish to split your orders to keep order values under this threshold to ensure a smooth delivery and faster customs clearance.
International Sales
Buyers are responsible for any customs and import taxes that may apply on International orders. Buy The Same Token is responsible for collecting VAT at point of sale for UK orders only, for sales outside the UK the prices shown include VAT at the 0% export rate.
We would strongly advise using an external duty calculator to calculate the import tax and duties applicable on the order prior to your purchase. For reference, our HS code classification for customs is 950490800.
Please note Buy The Same Token are not responsible for any delays due to customs and transit. Any returned/unclaimed International orders will be refunded to the customer, less the cost of shipping fees.
Still need help?
Should you have any queries or concerns please contact us via the contact form.
For existing orders, please check your emails for dispatch notifications, lead times and tracking information where available.
For promotional products for your events or for marketing opportunities please email us at marketing@buythesametoken.com.
Kind regards,
The BTST team
--
BUY THE SAME TOKEN LTD
Company registration number: 11229340
VAT number: GB310808044