In the unlikely event of a complaint we promise to deal with you in a fair, confidential and effective manner. Your complaint will be acknowledged within 5 working days and you will be kept informed of our progress. We take Customer Service very seriously at scale-models online and will always make every effort to resolve any dispute to its positive conclusion.
The prices of goods and services ordered, any applicable tax, and shipping charges will be clearly stated before you finalise your order. No hidden costs will exist meaning the price you see on your order is the price you will pay.
Where a Customer experiences a fault with a product it can be returned to ScaleModelShop subject to our returns policy.
Your right to cancel an order
You have the right to cancel the purchase of a good without having to give a reason at any time within the “cooling off period” 14 working days, beginning on the day after you receive the goods.
You must notify us of your cancellation in writing email@example.com
In the event the product you have purchased is faulty you have 30 days to inform us for a full refund, this excludes Paints, DVD's, books and magazines.
If you are in possession of the goods you are under the duty to retain them and take reasonable care of them.
You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the contract.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
Once you have notified us that you wish to cancel the contract, any sum debited to us will be re-funded to you as soon as possible and in any event within 30 days of your cancellation.
You will not have any right to cancel a purchase for the supply of any of the following goods:
for the supply of DVDs if they are unsealed by you;
for the supply of magazines and books and any other printer material.
Your order will be processed quickly and efficiently, and if we are unable to ship your order for any reason we will contact you directly to inform you of the situation and issue a full refund if required. When you complete your order you will be given a uniquely numbered order confirmation in the form of a web page. If you have a printer you can print the confirmation page, if not use the File/Save menu to save it to your hard disk. In any case you should make a careful note of your order number which should be quoted in all correspondence. If you gave us an email address we will also email your order confirmation. please note that pictures are for illustration only, In line with our policy of continuous product development, we reserve the right to change products, specification and prices without notice.
If you want to add to an existing order please contact us, if you place multiply orders we will credit any excess postage back to your account for future use. As part of our ongoing customer improvements Feefo will send you an email 7 days after purchase, we are happy to receive your feedback, good or bad, once you receive the email from Feefo you can unsubscribe to all future emails from them.
Scale Model Shop is an online only shop and we do not have a retail outlet,
Scale Model Shop Ltd
White Rose Mill
Tel: 01422 405040
Registered in England and Wales 08261696
We aim to provide the highest level of customer service at all times. You should direct any customer service enquirers about this site to Customer Service (click here to email)
Royal Mail classify a parcel as being missing when it is 15 working days later than the due date. The "due date" is typically regarded as between 3 days after postage for first--class mail, and a working week depending on the class of service - thus usually giving a total of 20 working days, or four weeks, from dispatch. In the rare event of parcels going missing we will not be able to resend or refund until this time has passed. All our mail has a tracking number that can be tracked from the Royal Mail website, this will show it has been delivered and does not require a signature, this is classed as proof of delivery. Delivery times quoted on our website are used as a guide, we are not responsible for delays that are out of our control. We do offer a fully tracked service by Royal Mail, Interlink or UPS.
Royal Mail Special Delivery
You can choose to have a special delivery that will be with you by 1pm the next working day, this service is not available for compressors and is only available for orders placed before 3pm Monday-Thursday, 12pm fridays for Monday Delivery, please contact us before ordering If you are unsure.
We will not be under any liability whatsoever in the event that we are prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond our control.
Some products are flammable and can not be sent by Royal Mail and therefore is not available for a 1st class service, any order that contains flammable goods will be sent by MyHermes or other courier, this will be at no extra charge, items included are Tamiya paints, Alclad, Mr Hobby products, some thinners and paints.
Products offered with free delivery are only free to UK mainland postcodes.
Due to Royal Mail size restrictions sometimes it may be necessary to remove some redundant packaging like blister packs, quite often these are not needed for the product but purely for display purposes, and occasionally when ordering multiple kits if there is room in one box the second kit will be placed in it in it's own wrapping and the box flat packed.
We do not guarantee delivery times, RM24 & 48 are usually delivered within 1-2 and 2-3 working days respectively, RM Special delivery is next working day by 1pm, RM do not class Saturday as a working day. DPD is usually next working day, DPD's T&C's state it can take up to 2 working days, Scale Model Shop doesn't guarantee delivery times, this is out of our control, we do not give refunds for postage. Our cut off time for DPD collection is 12pm.
Gift vouchers can be bought from our website, they have no expiration date and you don't have to spend the whole amount in one transaction, any money left over will remain as a credit on your account, no change given
Your statutory rights are not affected
A copy of these terms and conditions will be included with your order confirmation email