Frequently Asked Questions

Below is our Frequently Asked Questions section. If you are unable to find the answers to your questions please get in contact and we will be happy to help!

Ordering

We stock thousands of items from the most popular ranges in the industry. Due to popularity we do find some items don’t stay in stock for very long. For this reason we allow back-ordering and pre-orders on most products and ranges.

Stock levels are live and displayed on products. For items we don’t currently have in stock at the time of your order we offer the ability to back-order. Products will display as "available to order". This allows almost any item to be ordered regardless of stock levels and we will order it in especially for your order.

You can however your order will be held until ALL items are ready to ship. We do not split orders so please consider placing multiple orders if including pre-order or back-order items.

On any pre-order item you will see a date, this is the date we expect it be delivered to you. We will never ship products to arrive ahead of a global release date as this is against the terms of trade we have with manufacturers and suppliers. Some products unfortunately may take a little longer and will usually be with you shortly after the release date.

Please note that whilst we make every effort to deliver on the date listed there are occasions where unavoidable delays occur such as customs inspections, manufacturing faults or mis-packs! We promise to update listings with the most up to date information we have so that should always be the first place to check if you are worried about delays.

In the event of stock limitations we allocate to orders chronologically. This is rare and rarely comes with a warning.

Unfortunately not this moment in time. If you have missed something off of your order the only solutions available is to refund the order to a voucher (instant) or to your original payment method (time varies) and place it again or to place another order.

If you're in the UK or Europe, anything on our site. If you are outside of Europe there are restrictions. In the event that you are unable to select a shipping option it is more than likely that you have a restricted item in your basket. More information can be found in our shipping FAQ section.

Asbolutely however we can only ship these to the UK and via Parcelforce.

You can check the status of any order in your account dashboard. If you need any further help please contact us.

Payment

All payments are taken up front including memberships, pre-orders and back-orders.

We accept cards from around the world. This includes American Express, VISA, MasterCard and all other major card providers. If you are experiencing any issues please contact us.

We accept cash in store. We do not allow for cash to be posted to us, please don't. Any cash we receive will be converted into vouchers, we will not return it due to the high chances of it going missing in transit.

If you wish to pay over the phone please contact us to place your order and make payment. In order to receive up to date information your account address is required during this process.

We take security seriously but you can never be too sure, for that reason we process payments through dedicated payment portals. This means that any attempts to intercept information through our site are impossible.

When you opt to make a payment you will be taken to the payment portal of your chosen method. Once payment is completed you will be returned to our website for confirmation.

We don't charge additional fees for processing your order, any and all fees are included in the product price.

Refunds are returned to the original payment method or as a voucher. Refunds are not available to a different method of payment.

Please contact for further assistance.

Shipping

The short answer is we can't afford to! When a company offers free shipping they're choosing to forego some of their profit to encourage a higher basket total. Since they make more money the more they sell this makes sense. We don't make profit on product sales because you offer it you as cheap as possible (any cheaper and it would cost us!). As such we have to charge shipping whether you spend £1 or £1,000.

We do not split ship orders. We will process your order as submitted. You may remove items from it but we are unable to add items or split ship orders.

All our shipping rates can be found in full here. Our shipping rates may change from time to time, we may add services or take them away so please be aware when checking out that you choose the best service for your needs. (scroll down for a more detailed explanation of UK/International shipping).

We send a notification of dispatch for your order only once it's out the door and in the hands of a courier. Any appropriate tracking information will also be provided at that point.

The time it takes for your order to arrive depends on the service chosen, Royal Mail 24 (RM24) is typically a next day delivery with RM48 being 2 days. International deliveries vary but most services list 2-4 days as their typical delivery time. Please note this information is relevant from the point of dispatch.

That's never good! Firstly have you received your dispatch notification? If so please check the tracking information on the courier site. In the event that tracking appears to be incorrect please get in touch and we will attempt to resolve the issue as quickly as possible.

The second place to check is your local delivery/sorting office. This is where parcels are held if a delivery attempt failed.

If you haven't received your dispatch notification it's likely that your order hasn't shipped yet. You can check this in the “my account” section of the website.

If you have completed the above options please contact us for further assistance.

Some locations are not covered adequately with our current shipping providers, this is due to various factors but shipping forwarders are widely available. If you would like a shipping quote for your country please provide a list of items and your location and we will aim to reply within 2 working days.

Please note, we are unable to ship Games Workshop outside of Europe.

Cancellations, Returns, Refunds and Problems

We appreciate that circumstances can change suddenly and this means you might need to request a cancellation for an order. If this is the case please contact us, include your order number and confirmation that you would like to cancel your order.  Please also confirm if you would like your payment refunding to your original payment method (time varies) or a voucher (typically instant).

Not a problem, whatever the reason you are welcome to return an order, please see below for more details.

We will accept returns within 16 days of dispatch under the following conditions:

  1. Items must be in their original packaging and unopened.
  2. Items returned are at the buyers expense.
  3. We reserve the right to refund your order with any associated shipping charges deducted from the refund total. This may include a restocking fee of up to 15% of the order total issued entirely at our discretion.

Returns will be refunded by voucher where accepted.

Items arriving damaged should be reported within 48 hours of expected parcel receipt please follow these steps:

1. Take a picture of the item(s) and all associated packaging. Without these we can not place a claim with the courier.
2. Contact us with the pictures and details of the damaged products.
3. We will assist you returning the product to us or the appropriate office.
4. Once all of the above have been completed we may be able to send a replacement out whilst the claim is processed.

Please note; damage claims will only be accepted for the first 48 hours of expected receipt.

Important; any parcels arriving with you severely damaged should not be accepted and should instead be refused and returned to sender.

In the event that your parcel is missing one or more items that you were expecting please complete the following steps:
1. Double check all items against your order receipt (email or physical)
2. Contact us via email, phone, Facebook or pop in store.
3. We will endeavour to contact you back within 1 working day.
4. If necessary we will post out a courtesy order of the missing item at no expense.

Please note that we will only ever post out one courtesy order per order placed. In the event that a second courtesy order is requested postal charges may be requested.

Missing or damaged parts can be replaced by ourselves or manufacturer, this varies from company to company. Certain manufacturers have missing parts services and we encourage the use of them where possible, this is simply so that you can receive your missing parts as quickly as possible. We are always available to help process a claim with the manufacturer however our years of experience show that manufacturers will typically process claims to end-users faster and directly to your delivery address.

If you have any issues contacting manufacturers please contact us immediately.

In the event that we are asked to replace the item by the manufacturer we reserve the right to offer a replacement item, a refund or a voucher for the replacement item to be ordered. This depends on multiple factors including the price of the item and the nature of the mispack.

We may choose to remedy all or part of the item (a missing pack of bases or sprue for example).

 

Please contact us for further assistance.

Membership FAQ

Membership prices are shown in two places, in the sign up process and in your account. The price will also be visible when a recurring payment is made on your statement and on various banners/information around the site.

Dependent on your chosen plan you may be charged monthly or annually. Your sign up date will normally be your regular payment date.

Your membership doesn't entitle you to discount on further memberships but there are occasional bonuses issued for a variety of reasons. We may also offer bonuses which may be used in conjunction with your membership.

If for whatever reason you wish to cancel simply head into your membership subscription and follow the steps to cancel. We do not charge an exit fee or have a minimum term. Some benefits which are accumulated may be lost when your subscription is cancelled.

No they can't. This is primarily to prevent fraud or theft. You should never share your login information with anyone else! Any account holders found to be sharing log in information will have their account closed.

We will cancel and refund all outstanding orders. A 7.5% processing fee for handling the refund will be levied against all outstanding orders at our discretion.

We do not issue refunds on memberships but at any time you are able to cancel.

From time to time we may have need to review the price of our membership plans. In the event that we increase or decrease the price you will be notified and an email containing instructions will be sent to the registered account address.

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