Cancellation policy

Some items in our store may be offered to you as a pre-order or a subscription. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Pre-orders

When you purchase a pre-order item — such as a figure from our Pillars of Power collection — you're reserving a product that's still in production and not yet in our inventory.

We're deeply grateful for the trust and patience of everyone who joins a pre-order with us. These projects go from idea to reality because collectors like you are willing to back them early, and we don't take that support lightly.

Unlike a deposit-based pre-order, we charge your payment method in full at the time you place your order. This is a single transaction, not an installment or partial-payment plan.

Estimated fulfillment timelines are shown on each pre-order product page and can vary by production wave. If our expected ship date changes, we'll notify you by email with an updated estimate.

You can cancel a pre-order and receive a full refund at any time before your order has shipped — just contact us and we'll process the cancellation and refund.

Once your pre-order has shipped, it's treated like any other purchase from The Winding Stairs and is covered by our standard Returns & Exchanges policy — these are ready-made collectibles, not custom or made-to-order items, so ordinary return terms apply.

If a pre-order is delayed beyond the estimated fulfillment window shown at checkout by more than 60 days, you may request a full refund at any time until your order ships.

Subscriptions

From time to time we may also offer subscriptions, such as an educational membership (ongoing access to courses, content, or community) or a recurring box — like a mystery box or apparel-of-the-month club — delivered on a set schedule.

For membership and content-access subscriptions, your payment method is charged automatically at the start of each billing period for as long as your membership stays active.

For recurring product subscriptions, you'll receive repeat shipments based on the frequency you select, and your payment method will be charged for each shipment unless you've chosen to pay in advance.

Subscriptions may auto-renew at the end of each billing period or shipment cycle. If you don't want to renew, you can cancel at any time.

You can cancel or change your subscription whenever you like. Your order confirmation and account emails include links to manage your subscription directly. See our Refund Policy for more on returns and refunds where applicable.