Are all items on your site actually in stock?
The majority of products displayed on our website are in stock and ready to be despatched. However, some items we are still waiting to receive from our supplier, or are available to be pre-ordered as they have not yet been released by the manufacturer. Please see the individual product page for actual stock level information and despatch estimates. Our products are either:
In Stock: In our warehouse and are ready to be despatched the following working day once payment has been cleared.
En Route: This item is currently on its way to us from our supplier. The estimated delivery time is 2-3 weeks after you have placed your order. If you are ordering more than 1 item, your order will be despatched when all items are available to be shipped. If you would prefer your items to be sent separately, please contact us on 08456 44 70 44.
Pre-Order: This item is available to pre-order. We will contact you as soon as this item is received. Upon receipt, this item will be despatched the following working day.
Future Release: This item is due for release some time in the future but no time has been given.
If I can’t see a model on your site, but I know it exists, would you still be able to get it for me?
If you contact us with the details we will do our utmost to find it for you. Sometimes only a limited number of models are produced, so unfortunately it isn’t always possible.
If I place an order when will it be despatched?
We aim to despatch all items in stock on the same working day as payment has been successfully cleared.
If using PayPal, please allow 1-2 days for the payment to clear, we will then be able to despatch your order. If making payment by credit/debit card, WorldPay will send you an email once the payment has been processed. Please ensure the billing address you enter at the checkout is the SAME as the registered address for your payment card. If these do not match, further authorisation will be required which will delay your order.
If the item is currently on it's way to us from our supplier, we estimate they will be despatched to you within 2-3 weeks (sometimes earlier).
Orders are processed between 9am and 3:00pm, Monday to Friday, excluding public holidays. Orders placed on public holidays, at the weekend and outside of these hours will be processed on the next working day.
How can I telephone you from overseas?
If you live outside of the UK and would like to speak to us, please call + 44 1634 731300. Please remember to add your country's international exit code before the 44. For example, if calling from the US, please dial 011 44 1634 731300 or from France 00 44 1634 371300.
How will I know that you have received my online order?
As soon as the order is successfully received you will receive a confirmation email from us (if an email address was provided) containing details of your order. You will then receive another email from WorldPay (if order paid by debit/credit card) to confirm your payment has been successfully processed. At this point we will process your order and hope to despatch it on the same working day as payment has been cleared.
When your order has been sent to you, you will receive a despatch email detailing when your order was shipped and when you can expect to receive your order at your delivery address.
Can I order more than 1 of the same item?
Yes, the stock level should be detailed on the product details page. However, if you require more than the number shown, please contact us and we will see if we are able to locate anymore.
I would like to buy something from two of your different departments, will I have to pay for postage twice?
No, simply add your item to the basket and continue using the department tabs at the top of our website. Items from different departments will be displayed in our central shopping basket.
Can I specify a delivery day and time? How is it delivered?
Unfortunately we cannot guarantee which day and at what time your order will be delivered. The delivery method and timings will depend on which postage method you selected at the checkout. Please allow 1-2 working days for delivery by courier. For standard Royal Mail (2nd Class) please allow 7-10 working days and Royal Mail First Class, 1-3 working days. If your order is being sent by Courier, our courier company Interlink Express, will send you an email with your parcel tracking details.
Can I collect my order from your premises?
We can arrange for you to collect your order. Please ensure you contact us beforehand and let us know what time you hope to arrive to collect your order.
If no-one is in when the Courier tries to deliver the parcel, what happens next? Will I have to pay delivery again?
If the courier tries to deliver your parcel and there is no-one available to sign for the goods, they will leave a calling card indicating when they will try and deliver again (they may try and leave your order with one of your neighbours). The couriers will try and deliver 2/3 times but after this time they will return your order to us. If this happens, unfortunately we would have to charge an additional delivery charge (as the couriers will charge us again to re-send the parcel). So please, whenever possible make sure there will be someone available at the delivery address to sign for the parcel (for example, provide a work address as the delivery address).
Can I return my order?
If you would like to return your order, please contact us and we will advise you on how best to do this.
We will replace faulty goods with an identical replacement item or refund your money if the item is no longer available. Faulty items must be reported to us within 48 hours of receipt and returned to us in their original, undamaged box within 14 days of receipt. They must not show any signs of 'wear and tear', damage or usage. All returned items must be securely packaged and a certificate of posting must be obtained from the Post Office. Replacement items or refunds will not be issued until the original item has been received by us. Any items returned because of a "change of mind" will need to be returned at your own expense (within 7 days of receipt) and we will only refund the cost of the model.
Can I pay by cheque/postal order?
Yes. Please contact us on 08456 44 70 44 and let us know you will be sending a cheque/postal order. We can then reserve the stock for you. Items are only reserved for a particular order upon request, so please make sure you contact as soon as possible.
What are your postage costs?
This depends on the weight and size of your order and your location. At the checkout you can select your preferred postage method, either Royal Mail 1st or 2nd Class or Courier. To find out the postage and packing charge for your order, please add the items to your basket and view the shopping basket page where this will be calculated.
We do offer FREE delivery on all orders over £50 to UK addresses only. Please select the Freepost Offer option at the checkout. Orders will be sent by Royal Mail second class post (unless we decide to upgrade the postage method). Please allow up to 7-10 working days for delivery. If you wish to receive your items before 7-10 working days, please select one of the alternative delivery options (either Royal Mail 1st Class or Courier) at the checkout. A cost will be incurred for these delivery services.
Please note: Items sent to any off-shore islands (inc. Northern Ireland) will be sent standard Royal Mail parcel post which will take longer to be delivered and may also incur a surcharge depending on the consignment weight. Multiple items sent to NON MAINLAND UK addresses and some parts of Scotland are subject to surcharges. If you require Courier delivery to non-mainland locations, please call us for a quotation.
Do you deliver outside the UK?
Yes, we deliver to Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden & the USA. To calculate the shipping rate for these countries please add your products to the basket and proceed to the checkout. At this point the postage options (Royal Mail or Courier) and costs will be highlighted and you can select your preferred postage method.
How can I track an order?
You will receive a confirmation email upon receipt of your order (if an email address was provided), then once your payment has been successfully received you will be sent another email from WorldPay (if order paid by debit/credit card). Once your order has been shipped you will receive a despatch email detailing your delivery details.
This email will let you know the delivery method (Royal Mail/Courier) and give an indication of how long it will take to receive your order (as long as someone is available to sign for the parcel).
If your order is being sent by courier, our courier Interlink Express will send you a separate email which will allow you to track your parcel or amend your delivery date online.
If you provide a mobile phone number, Interlink will send you a message prior to delivery indicating a 2 hour delivery time slot.
If you haven’t received your order within 4 working days of receipt of this email, please refer to the Interlink email to check your delivery status. Alternatively, please contact our customer services department on 08456 44 70 44 .
How do I remove my model from the packaging?
The majority of our models are securely fasten to a plastic base by screws. This prevents the model from being damaged in transit.
Some people like to leave the item attached to the base if displaying the model, however if you wish to remove it please look on the bottom of the base and locate the screws. The screws can normally be removed with a very small Phillips screwdriver, however occasionally a very small flathead screwdriver may be required.
If you have purchased an IXO model, these require a triangle head screwdriver. These are sold separately and can be purchased here if you do not own one.
Please be careful when removing the screws from the base as most models contain small parts which are quite delicate (such as the wing mirrors).
If you have any difficulties removing your item from the packaging, please do not hesitate to contact us and we will assist further.
Do you buy 2nd Hand Models?
Unfortunately we do not buy or sell second hand models.
What time is your customer services department open?
We can be contacted by telephone on 08456 44 70 44 Monday – Friday between 9.00am and 4.30pm (excluding public holidays). We are closed at the weekends. If you wish to contact us out of these hours, please leave a message on our answerphone and we will return your call as soon as possible. Please note that as an online shop, you are able to place an order online 24 hours a day, 365 days a year on our website.