Scale Model Shop – Terms and Conditions

1. Local Collection

Orders can be placed online for same-day collection during working hours (Monday to Friday, 9am to 4pm). Most orders are ready within around 15 minutes.

Collection address: White Rose Mill, Holmfield, Halifax, HX3 6SN.

2. Delivery Services

Royal Mail 24/48: Aims to deliver within 1–2 and 2–3 working days. These services are not guaranteed.

DPD/APC: Aims for next working day delivery, but this is not guaranteed. Our cut-off time for same-day DPD/APC collection is 12pm.

Dispatch times: We aim to dispatch orders received by 2pm on the same working day (Monday to Friday). During busy periods, this may not always be possible.

3. Delivery Exceptions

Some UK postcodes may experience longer delivery times. Please see our Delivery page or contact us if you are unsure.

4. Order Emails

We only send emails relating to your order unless you choose to subscribe to our newsletter.

  • Order confirmation when your order is placed
  • Dispatch confirmation once your order has been shipped
  • A feedback request from Reviews.io around 10 days after dispatch (optional, you can unsubscribe at any time)

5. Free Delivery

Free delivery applies only to UK mainland addresses and is subject to the conditions shown on our Delivery page.

6. Pre-Orders

Pre-order items are dispatched as soon as they become available. If your order contains both in-stock and pre-order items, the entire order will be shipped together once the pre-order item arrives.

The manufacturer supplies

Release dates and may change.

If a pre-order extends beyond 180 days, we cannot refund the original payment to the original payment method due to payment provider rules. If you choose to cancel at that point, we will issue a full store credit instead.

7. Flammable Goods

Certain products (for example, Tamiya, Alclad, Mr Hobby, aerosols and thinners) are classed as flammable and cannot be shipped via Royal Mail. Aerosols can only be shipped via DPD/APC to UK mainland addresses.

8. Missing, Delayed or Damaged Parcels

We understand that missing or delayed parcels are frustrating, and we will do everything we reasonably can within the rules set by our delivery partners.

You must contact us within 48 hours of any delivery issue, including:

  • Parcels marked as delivered but not received
  • Parcels that arrive damaged
  • Suspected loss, misdelivery, or tampering

This time limit is required for us to raise a claim with the courier under their terms.

Royal Mail Deliveries

Royal Mail considers an item lost after 15 working days from the expected delivery date. We are unable to offer a refund or replacement until this period has passed.

All Royal Mail services we use include tracking, and a recorded delivery confirmation is accepted as proof of delivery.

Delivery times are estimates and not guaranteed. We cannot refund postage costs for items that arrive later than expected but within Royal Mail’s standard delivery window.

DPD/APC Deliveries

If your DPD/APC parcel is delayed, misdelivered or missing, we are required to allow up to 7 working days from the delivery date for the courier to carry out their investigation.

Once DPD/APC has completed their enquiries, we will arrange a replacement or refund as appropriate.

Delivery times are outside our control and cannot be guaranteed. We are unable to refund delivery costs, even if the service is believed to have arrived later than expected.

9. Order Processing

We process orders promptly. If an item becomes unavailable, we will contact you and issue a full refund if required.

Product information (including images and descriptions) is updated regularly, but may occasionally differ from the final product if the manufacturer has made changes.

Please check your delivery address carefully before completing your order. If a parcel is returned to us due to incorrect or incomplete details:

  • We can resend it once a new delivery charge has been paid, or
  • We can refund the order minus the original postage cost.

If any addressing error was ours, we will resend the parcel at no cost to you.

All model kits are supplied unassembled and unpainted.

10. Cancellations and Returns

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it.

To cancel, you must notify us in writing at info@scalemodelshop.co.uk.

Unless the goods are faulty or supplied in error:

  • Return postage is your responsibility
  • Items must be returned in reasonable, resalable condition

You may request a prepaid returns label; if issued, the cost of the label will be deducted from your refund.

Refunds will be processed within 30 days of cancellation, subject to receipt and inspection of the returned goods.

The following items are non-returnable unless faulty:

  • Opened DVDs
  • Magazines, books and other printed materials

11. Faulty Products

Faulty items can be returned within 12 months under our return-to-base warranty.

You must return the item to us for inspection. If the item is found to be faulty, we will repair or replace it and return it to you free of charge.

Compatibility between brands cannot be guaranteed. We recommend testing products on a small, inconspicuous area before full use.

12. Gift Vouchers

  • Delivered via email with a redeemable code
  • Valid for 365 days from the date of purchase (expires on the 366th day)
  • Partially redeemable, any remaining balance can be used on future orders
  • Registered customers may store gift vouchers in their “My Account” area

13. Complaints

We take customer service seriously and aim to resolve complaints fairly and promptly.

  • We will acknowledge complaints within 5 working days
  • We will keep you updated throughout the resolution process

Your statutory rights are not affected.

14. Errors and Omissions

All information is provided in good faith and believed to be accurate at the time of publication. However, Scale Model Shop accepts no liability for any unintentional errors or omissions.

We reserve the right to amend prices, product details and terms without prior notice.