What to do when stuff goes wrong
Call/Email us with your original order/invoice number within 60 days of receiving the goods and you'll get an RMA number.
If the product is damaged it will be replaced free of charge, just send us a picture of the damage and we will send a new one out, stock permitting, or issue a refund once we've received the original items back.
If you no longer want it, then package the goods up, write your name, the RMA number and the return date on the label provide in the original shipping box. Don't worry if you've lost this, click here to print a new one. Attach the shipping label to the box and send it back to us. This will be at your own cost.
Once the goods are received back we'll issue you with a refund back to your original method of payment. This will exclude any original shipping costs.
You will receive the credit within a certain number of days, dependent on your card issuer.
How we get stuff out to you
Like you I want my stuff as soon as possible. For the UK it's easy, for international it's a bit more tricky.
Products ordered before 4pm Monday-Friday (excluding bank holidays) will be sent out on the same day. Products ordered over a weekend will be sent out on a Monday or Tuesday if it's a bank holiday. For the UK we offer three levels of shipping, with slightly different prices for dice over other products.
You will usually have the products in your hands within 2-4 business days and this is priced at £3.99. For dice it is £2.50.
You will usually have the products in your hands within the 1-2 business days and is priced at £5.99. For dice the price is £4.50
Free standard shipping is available if the total order value (excluding shipping), exceeds £60. This applies to all products in your basket.
Global shipping is available. A handling fee of £2.50 is added to each order for the completion of the relevant customs requirements in order to ship. For all international shipments we operate on a DDU, Delivered Duty Unpaid policy and there are two levels of shipping:
Delivery in 5-12 days. But delivery could be anytime after 4 days. Parcels are untracked and will not required a signature.
Delivery in 3-6 days. But could be anytime after 3 days. Parcels are tracked and will required a signature.
There is a limit of 30 kilograms to any parcel, anything over this limit we would need to send in 2 parcels, so shipping over 30 kgs is just double the 30 kg price. Dependant on the weight of the second parcel, we will adjust the delivery price accordingly and refund the difference.
With all international parcels the costs are just a guide, we use a number of couriers and will try to get the best price for you. If we can get a cheaper service, the difference between what you've paid and the actual price will be refunded. We will notify you by email if a refund is due.
Shipping to the EU (and to other countries)
In a post Brexit world any EU member country will now be treated the same as any other non-EU country. So there will most likely be local taxes to pay at your end when receiving goods. This is totally out of our control. Things may change gradually as time progresses and we will reflect any changes as they arise. Payment of these fees is totally your responsibility. Lack of payment may mean the goods are sent back to us, or disposed off. Either way there may be additional costs to us. If goods are returned in satisfactory condition we will refund the amount of the order less any fees charged by the destination country.
If the goods are not returned to us, then no refund will be made.
Common Sense Stuff
It really is common sense, but here it is anyway
Unless specified, most items will be delivered to you unpainted and may require some assembly. Exceptions to this are the Battlefield in a Box terrain which is pre-painted.
Images on the boxes may not always accurately reflect what's inside, it's up to you to get them to look as good as they are on the box or on the web site.
We make best endeavours to ensure the web site is available 100% of the time, but on some occasions the site has to be taken down for maintenance or update purposes. Notice of this will be provided through Twitter.
Some items may be discontinued or out of stock. If there's something you specifically need then contact support and we'll see if we can add it to the site for you.