Terms, Payment & Refunds

Last Updated: 24th November 2025

These Terms of Service (“Terms”) apply to all purchases, send-ins, and autograph signing events organised by Pioneer Signings, a trading name of Thirty Eighty Ltd. By participating in any signing event or making a purchase through our website, you agree to the following terms and conditions.

1. Payment Terms
1.1 Accepted Payment Methods
We accept:

  • Credit/Debit Cards (via Stripe)

  • PayPal

1.2 Currency
Payments are accepted in GBP (British Pound Sterling). Currency conversion fees may apply if paying in another currency, and are the responsibility of the customer.

1.3 Payment Timing & Payment Options
Standard Products: Unless a product is marked as eligible for a Payment Plan, all payments must be made in full at the time of order.

Payment Plan Products: Certain products may be offered on a deposit/instalment basis via our Payment Plans system. These products will be clearly labelled on the product page and/or at checkout. By selecting a Payment Plan, you agree to the Payment Plan Terms in section 1.5 below.

Raffle Entries: All raffle entries must be paid in full at the time of entry. Payment Plans are not available for raffle entries.

1.4 Additional Fees
Additional fees may apply, including but not limited to:

  • Shipping and return shipping fees

  • Add-on services (e.g., inscriptions, quotes, pen colour preferences)

  • Optional insurance for high-value items

  • Currency conversion and payment processing fees

  • Import VAT, customs duties and Royal Mail PDDP handling fees for eligible international deliveries, charged at checkout where applicable. These cover duties/taxes paid in advance so your parcel can be delivered without further charges on arrival.

1.5 Payment Plans / Instalments (Ultimate Payment Plans)

1.5.1 Eligibility & Display
Payment Plans are only available on products explicitly marked as eligible (“Payment Plan Products”). The deposit amount, instalment amounts, and due dates will be shown at checkout and form part of your contract with us. Payment Plans are not available for raffle entries or raffle-related products unless expressly stated.

1.5.2 How Plans Work
A Payment Plan requires:

  • an initial deposit/down payment at checkout; and

  • the remaining balance paid in scheduled instalments.

No interest is charged and no additional admin fees apply unless clearly stated on the product page.

1.5.3 Authorisation to Charge Instalments
You authorise Pioneer Signings to charge the instalments automatically to the payment method used at checkout on the due dates shown. It is your responsibility to ensure the method remains valid and funded.

1.5.4 Fulfilment & Ownership
Your order/signing slot is reserved once the deposit is paid. No item will be signed, completed, or dispatched until all instalments are paid in full. Ownership of goods remains with Pioneer Signings until full payment is received.

1.5.5 Missed or Failed Instalments
If an instalment fails, we may retry and/or contact you to update your payment details. If any instalment remains unpaid for more than 14 days after its due date, we may (at our discretion):
a) suspend fulfilment;
b) cancel the Payment Plan and the order; and/or
c) re-allocate or re-list the product/signing slot.

If an order is cancelled due to non-payment, we may retain amounts already paid to cover our reasonable losses and costs incurred (including booking/admin/talent costs and reservation of stock/slots). Any refund beyond this is at our discretion and only where we are able to resell or re-allocate the item/slot.

1.5.6 Early Settlement
You may pay the remaining balance early at any time via your account/plan link, if available, or by contacting us.

  1. Refund and Cancellation Policy

2.1 Refunds
Refunds are only provided if a signing event is canceled by Pioneer Signings. In such cases, you will be refunded the signature fee and any unused portion of the return shipping fee. Refunds are issued to the original payment method.

For raffles, raffle entries are generally non-refundable, except where the raffle itself is cancelled by Pioneer Signings or where a refund is required by law (see section 11).

2.2 Customer Cancellations

Refund to Original Payment Method: If you choose to cancel your order (non-raffle products), a cancellation fee of 20% of the total order value will apply.

Store Credit Option (No Fee): As an alternative to a refunded payment, you may choose to receive store credit for the full amount of your purchase without any cancellation fee.

Non-Refundable Items: Personalised or inscribed items (e.g., “To John”) are non-refundable.

Shipping Costs: Shipping costs are non-refundable once the order has been dispatched.

Payment Plan Orders: If you cancel a Payment Plan Product, the cancellation fee is calculated on the full product price (not just amounts paid so far). Any refund due will be the total paid minus the cancellation fee and any reasonable non-recoverable costs already incurred. If amounts paid are less than the cancellation fee, we reserve the right to request payment of the difference. We will always seek to minimise our losses and will not charge more than our genuine losses where required by law.

Raffle Entries: You cannot cancel or withdraw from a raffle entry once payment has been made, except where we cancel the raffle or are legally required to provide a refund.

2.3 Event Cancellation
If a talent cancels or the signing is rescheduled beyond a reasonable delay (e.g., 180 days), you may request a refund. You are responsible for the cost of return shipping.

  1. Item Labeling & Instructions

3.1 Labeling
All send-in items must be clearly labeled with your full name, order number, and any relevant notes. Items that are not properly labeled may be labeled by our team as needed.

3.2 Add-on Fraud
Attempting to label or request services not paid for (e.g., inscriptions, quotes, premium pen colours) may result in delays, additional charges, or cancellation of your order.

3.3 Signature Requests
We will do our best to accommodate specific pen colours or signature placements, but these are not guaranteed due to real-time variables at signing events.

  1. Item Handling & Liability

4.1 Risk of Damage
All items are submitted at your own risk. While we take great care with every item, Pioneer Signings, our staff, and the participating talent are not liable for:

  • Damage during shipping or handling

  • Smudges, signature placement errors, or misspellings

  • Incorrect pen colour or missed character names, dedications or quotes

  • Wear and tear on fragile or aged items

This applies whether the item is part of a standard order, a send-in, a consignment, or a prize item won via a raffle.

4.2 Insurance
We strongly recommend purchasing additional insurance for high-value items. We are not liable for items lost or damaged during transit without insurance.

4.3 No Guarantee of Condition After Dispatch
Once your item has been dispatched—whether returned directly to you or forwarded to another signing/consignment company—Pioneer Signings cannot guarantee its condition and disclaims all liability for any loss, damage, or mishandling that may occur during transit or upon arrival at the final destination. Any claims related to transit damage must be addressed with the shipping carrier or the receiving party.

  1. Mistakes & Errors

We make every effort to ensure accuracy and quality. However, mistakes may occur during signings. You agree to release Pioneer Signings from liability for any errors including but not limited to:

  • Incorrect spellings (if not clearly provided)

  • Signature placement variation

  • Smudged or imperfect autographs

  • Incorrect pen colour, or missed character name, dedications or quotes

Where feasible, we may offer compensation or corrections at our discretion.

  1. Unclaimed or Abandoned Items

If you fail to provide valid contact information or do not respond to communication attempts regarding your item(s):

  • We will make reasonable efforts to contact you for 90 days.

  • After 90 days, your item may be deemed abandoned and may be disposed of, sold, donated, or auctioned at our discretion.

  1. Prohibited Items

7.1 GPS Trackers & Surveillance Devices
Including GPS tracking or surveillance devices in your package is strictly prohibited. If found, your order will be cancelled, and the device will be removed. Your item will be returned at your expense.

7.2 Hazardous or Illegal Items
Do not send any items that are illegal, dangerous, or inappropriate. Such items will not be returned and may be reported to authorities.

  1. Shipping Terms

8.1 Outbound Shipping
We use Royal Mail Click & Drop for UK shipping. Large/oversized items may require custom arrangements. Please contact us before ordering to arrange bespoke delivery options. These shipping terms also apply to prize items won via raffles unless otherwise stated.

8.2 Return Packaging
We aim to reuse your original packaging if suitable. If deemed unsuitable, we’ll contact you to arrange alternatives.

8.3 Tracking & Notifications
You will receive an automated email with tracking information once your item has been dispatched.

8.4 Group Orders
If you purchase multiple items for different signings in one basket, we will ship once all items are completed. To split shipments early, please contact us—additional shipping charges may apply.

8.5 Combined Shipping Refunds
If multiple items can be safely shipped together, we will combine them and may refund any excess shipping cost.

8.6 Customs, Duties & Taxes (Royal Mail PDDP)

8.6.1 For certain international destinations we ship using Royal Mail Postal Delivered Duties Paid (PDDP). This means import VAT and/or customs duties are calculated and collected at checkout and paid in advance so that no additional customs charges should be requested from you on delivery.

8.6.2 The duties/taxes charged at checkout are an estimate based on the order value, destination rules, and customs classifications. Customs authorities make the final assessment on arrival.

8.6.3 If customs authorities assess a higher amount than was collected at checkout, Royal Mail may invoice Pioneer Signings for the difference (plus a small handling fee). In such cases we may:
a) request the difference from you before delivery; or
b) at our discretion, cover the difference.

8.6.4 If customs authorities assess a lower amount than collected, we may refund the difference or apply it as store credit where practical, after any non-recoverable carrier/admin fees.

8.6.5 PDDP availability depends on destination and service. Where PDDP is not available, duties/taxes may be payable by the recipient on import.

  1. Payment Disputes

9.1 Dispute Process
If you believe there has been an error in billing or a charge you did not authorise, contact us within 30 days at:

Email: hello@pioneersignings.com
Phone: +44 7549 672 333

We will investigate and respond promptly. Unauthorised chargebacks that do not follow our dispute process may result in a ban from future signings and/or raffles.

  1. Legal & Modifications

10.1 Jurisdiction
These Terms are governed by the laws of the United Kingdom.

10.2 Changes to Terms
We reserve the right to update these Terms at any time. Changes become effective upon posting on our website. It is your responsibility to review the Terms periodically.

  1. Raffles & Prize Draws (Ultimate Raffle Plugin)

11.1 Scope
This section applies to all raffles and prize draws (“Raffles”) run by Pioneer Signings via our website and/or the Ultimate Raffle plugin, including paid entry raffles for signed items, memorabilia, or experiences (“Prizes”).

11.2 Eligibility

  • Entrants must be 18 years or older.

  • It is your responsibility to ensure that entering is legal under the laws of your country or region.

  • We may restrict or exclude participation by employees, directors, partners, or close family members at our discretion and/or as required by law.

11.3 How to Enter

  • Entry details (ticket price, maximum entries per person, total number of entries available, and opening/closing dates) will be shown on the Raffle page.

  • To enter, select your desired number of entries (within any stated limits), add to cart, and complete checkout.

  • Your entry is confirmed only when payment is successfully processed and you receive confirmation.

We are not responsible for lost, delayed, incomplete, or corrupted entries or for technical/payment issues beyond our reasonable control.

11.4 Raffle Payments & Refunds

  • Raffle entries must be paid in full at the time of entry.

  • Entries are non-refundable, except if the Raffle is cancelled by Pioneer Signings or a refund is required by law.

  • If a Raffle is cancelled, we will refund paid entry fees to the original payment method where reasonably possible.

11.5 Draw, Winners & Notification

  • Winners are selected at random from all eligible entries using the Ultimate Raffle plugin’s draw system and/or another fair random number generator.

  • Draws will typically take place within a reasonable period after the closing date or sell-out of entries.

  • Winners will be contacted using the email address provided at checkout.

  • If a winner does not respond within 7 days, or is found to be ineligible, we may redraw and select an alternative winner.

We may request proof of age and identity before confirming a winner or dispatching a prize.

11.6 Prizes, Shipping & Risk

  • Each Raffle’s prize(s) will be described on the Raffle page, including any authentication information where applicable.

  • Prizes are non-transferable and no cash alternative is offered unless we choose to provide one.

  • If a prize becomes unavailable (for example due to cancellation of a signing), we may provide a similar replacement or another appropriate solution.

  • Shipping of prizes follows our standard Shipping Terms in section 8. Any customs duties, taxes or import charges for international winners are the responsibility of the recipient.

  • Risk in the prize passes to the winner on dispatch.

11.7 Publicity & Data

  • We may, unless you request otherwise, announce winners using first name and general location (e.g., “Josh from Ireland”) on our website and/or social media.

  • Personal data collected in connection with raffles is handled in accordance with our Privacy Policy and used only as necessary to operate the raffle, contact winners, and fulfil prizes.

11.8 Fair Play & Disqualification

We reserve the right to refuse, disqualify, or revoke entries where we reasonably believe:

  • There has been any attempt to cheat, manipulate, or exploit the raffle or website;

  • Multiple accounts or other fraudulent methods are used; or

  • These Terms are breached.

If a disqualified entrant has already received a prize, they may be required to return it or reimburse us for its value if return is not possible.

11.9 Free Postal Entry Route (No Purchase Necessary – UK Only)

11.9.1 Availability
For qualifying raffles and prize draws promoted by Pioneer Signings, we offer a free postal entry route so that eligible entrants can enter without making a purchase. This route is available to UK residents aged 18 or over and is treated in all respects the same as paid entries.

11.9.2 How to Enter for Free by Post
To enter for free by post, please send a postcard or letter by first or second class post only to the postal address stated on the relevant Raffle page (or, if none is stated, to: Free Postal Entry, Pioneer Signings, 5 Churchill Road, Catshill, Bromsgrove, Worcestershire, B61 0PE, United Kingdom). Your postcard/letter must clearly state:

  • Your full name

  • Your full postal address

  • Your email address

  • Your contact telephone number

  • The exact name of the raffle you wish to enter (e.g. “Ray Park Lightsaber Raffle”)

  • If applicable, your answer to any skill/knowledge question associated with that raffle

  • The following statement: “I confirm I am 18+ and I agree to the Pioneer Signings Raffles & Prize Draw Terms and Conditions.”

Postal entries must be individually submitted:

  • Only one entry per postcard/envelope is allowed.

  • Multiple entries in a single envelope will be void.

We do not accept hand-delivered entries, courier deliveries, recorded delivery or special delivery for free postal entries.

11.9.3 Deadlines for Postal Entries
Your free postal entry must be received by us on or before the advertised closing date and time of the relevant raffle. We are not responsible for delays, losses or damage in the post. Any entry received after the closing date, or that cannot reasonably be identified, will not be entered into the draw.

11.9.4 Equality of Treatment
Free postal entries:

  • Are logged and assigned ticket(s) in the same way as paid entries;

  • Are entered into the same draw and have the same chance of winning as a paid entry; and

  • Are included in any minimum/maximum entry limits per person that apply to the raffle.

Our draw system does not distinguish between paid entries and free postal entries when selecting winners.

11.9.5 Invalid Postal Entries
We may reject or void a postal entry if:

  • It is incomplete, illegible, or does not include all required information in 11.9.2;

  • It is received after the closing date;

  • It appears to be made by someone under 18 or otherwise ineligible; or

  • It breaches these Terms or is otherwise fraudulent or abusive.

Where reasonably possible we will act fairly and proportionately, but our decision on the validity of postal entries is final.

Contact Us
For any questions regarding these Terms or your order, please contact:

  • Email: hello@pioneersigning.com

  • Phone: +44 7549 672 333

  • Address: Thirty Eighty Ltd, 128 City Road, London, EC1V 2NX, United Kingdom

Contact Us