Terms & Conditions
If you place another order before we have shipped out the first one you can chose Local Collect as your shipping option to avoid extra postage charges.
You can place your order online for collection the same working day, collection hours are Mon-Thurs 9am-2pm, orders for collection will usually be ready within 30 minutes of placing your order, you will receive an email when your order is ready to collect, our collection address is White Rose Mill, Holmfield, Halifax, HX3 6SN
RM24 & 48 are usually delivered within 1-2 and 2-3 working days respectively.
DPD Local is usually next working day, DPD’s T&C’s state the aim for next day but do not guarantee, Scale Model Shop doesn’t guarantee delivery times, this is out of our control, no postage refunds will be given. Our cut off time for DPD collection is 12pm.
*Our cut off time for order processing is Mon-Fri 12pm, but we aim to send out all orders received by 2pm the same day, however at busy times this is not always possible.
Royal Mail Special Delivery is next working day by 1pm, in the event it is not with you by 1pm the next working day we will submit a claim with Royal Mail on your behalf, and will refund you once we have had our claim approved, the refund is the difference between SD and 1st class price, not a full postage refund.
Working days are classed as Monday to Friday
We will always consolidate orders where possible, unless otherwise requested we will add extra postage charges as a credit to your account, this will automatically be deducted from your next order, alternatively you can contact us before creating a second order and we will be able to create the order for you without additional postage charges.
The emails you receive from us will only be regarding your order, unless you have signed up to our newsletter, you will receive an order confirmation email at the time of order, and a dispatch confirmation once it is complete.
7 days after your order is complete, you will receive an email from Trustpilot asking you to leave a review for the service you received from us, we would appreciate any feedback left, you will only receive one email within a 90 day period, regardless of the amount of orders you place.
10 days after your order is complete you will receive a product review email, any product comments are welcome as they will help other customers, if you are logged in you will receive reward points for every 5 reviews you leave.
Products offered with free delivery are only free to UK mainland postcodes.
Pre-order items will be sent out as soon as they are available, any other stock item ordered at the same time will be sent out when pre-order becomes available
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. Aerosols can only be sent by DPD to UK Mainland only.
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.
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, DPD or UPS.
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)
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
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.
It is your responsibility to check your delivery address is correct, if you find an error please contact us before despatch so we can rectify the mistake, in the event of a parcel being returned to us do to incorrect address details, you can pay a second delivery charge and we will resend it, if you don’t want it resending we will refund your order less original postage cost, if the parcel is returned due to our mistake we will resend for free.
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.
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 can provide you with a tracked returns label by request, this cost will be deducted from any refund.
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.
Images on our website are for illustration only
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 firstname.lastname@example.org
In the event the product you have purchased is faulty you have 30 days to inform us for a full refund, this excludes Paints, DVDs, books and magazines.
Where a Customer experiences a fault with a product it can be returned to Scale Model Shop subject to our returns policy.
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.
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 Model Shop and will always make every effort to resolve any dispute to its positive conclusion.
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.