Returns and Refunds

Returns

In order to start a Return Process, please contact our Customer Service team using the email provided. A staff member will then talk you through the process of returning your order or specified items.

​

In order for a Return to be validated, it must:

- Be no more than 30 days after in-store collection OR delivery confirmation

- Include the original package

- Unused*

- In good* condition

- Resemble the way you have received the order

​

We will provide you with a return label that you will be able to use to return the item to us. 

​

Once the item has been received by us, we will verify the contents and whether it qualifies for a return. Depending on the reason of the return (e.g. returning the item because of missing parts) a new item will be sent out free of charge.

​

When it comes to the Returns for our International Orders (USA and EU) the requirements and process will follow the same steps as the one listed above. However, it must be noted that in case of these Returns, we may not be able to provide a return label, therefore meaning that any customers outside of the UK, who wish to carry out a Return Process, will be responsible for covering the costs and sending the products back to us. We recommend the use of Tracking Services to ensure the package does not get lost. Unfortanetly, we will not refund the cost of the shipping, therefore we suggest to carefully think about ordering the product to ensure it is exactly what you want before investing in it, and if it really is worth returning it to us.​

​​

Damages and Defects

If an item you have ordered is damaged or defective, please contact us straight away so we can investigate the problem and take appriopate action.

​​

Refunds

Once we have received your return, and inspected the item, an email will be sent out to inform you whether a refund has been approved or denied. You will be refunded via orignal payment method, we ask for you to be mindful that depending on the payment method, refunds may take longer to show up in your funds.

​​

Chargebacks

We do not allow nor accept Chargebacks, as we believe if there have been issues and you would like to request your money back or receive a refund, we'd prefer for you to contact us directly. That way, we can hopefully assist you in an adequate and speedy manner, since Chargebacks require a lot of going back-n-forth between us, our website provider, payment provider and the bank. 

If you request a Chargeback, we will NOT assist you. Apoligies for the inconvinience.

​

​

Unused* - We use the term 'unused' in reference to specific items that can not be resealed or re-sold in any condition after being used due to their nature or missing parts. This includes items such as: paints, built miniatures, diorama kits, brushes. If an item has been opened, such as miniatures, but have not been built or cut, we may be able to accept the item.

Good* - We use this term to describe a tolerable condition of the item/packaging. If an item or package has obvious bite marks etc. we will NOT accept the item as a valid return. If a item or package has a few scratches or aesthetic damage, we may accept the return.