SHIPPING & RETURNS
Shipping Policy
Welcome to our shipping policy section and FAQ shipping section. Here, we aim to provide you with transparent details about our shipping methods, packaging, and associated costs.
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FAQ SHIPPING
Q: What carriers do you use for shipping?
I generally ship by Royal Mail and Evri International. Please note I cannot ship to a PO Box.
Q: When will my package be shipped?
As soon as the model has been suitably protected for transportation your order will be shipped. I will then forward you a confirmation email with tracking details. Depending on your location will dictate the estimated delivery time. If you are located in Europe this can be as little as 48 hours. If you are located in the USA the delivery time may be longer. I will update you with any delivery schedules from placing the order to receiving the goods.
Q: Will I need to pay any customs charges?
On departure from the UK your order will be dispatched with a commercial invoice attached which is an internationally recognised document. This document validates that any items leaving the UK have been declared and cleared by UK customs authorities. Upon arrival in the destination country, the delivery may be liable to further customs charges, dependent upon the Country and tax laws. Please note any additional charges are at the discretion of the destination customs authorities, therefore I cannot stipulate whether you will have to pay additional customs charges and if so what this amount will be.
Q: I ordered a model from you over a week ago and it’s still not arrived?
Any updates on delivery schedules will be emailed to you directly. If you are concerned about the delivery timescale of an order, please email me directly at info@conceptminiatures.com and I will respond as soon as possible with an update.
Q: Do you offer free shipping?
Due to the nature of the small models, there is often a separate shipping fee for delivering items. Any shipping costs will be made clear to you at the time of ordering.
Q: Where do you ship to?
I am able to ship to any destination with the exception of a po box.
If you have any questions on shipping that aren’t answered above, or you would like a quote on shipping a model to a particular Country, please email me at info@conceptminiatures.com and I will respond to you shortly.
Return & Exchange Policy
We understand that circumstances may change, and we want to make sure you feel confident in your purchase. Our return policy section is designed to provide you with clear instructions on what to do in case you've changed your mind about your purchase or if you're dissatisfied with a product. Our straightforward refund or exchange policy aims to build trust and reassure you that you can buy with confidence.
In this section, we aim to provide you with clear and concise information about our return & exchange policy. Our commitment to transparency and customer satisfaction is evident in our straightforward refund and exchange policy.
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PROBLEMS WITH YOUR ORDER AND RETURNS
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(1) Where there is a problem with your order, such as the wrong model arrives or any model is faulty or missing, then we ask that you contact Mark directly using the contact form available on the Website or email Mark directly at info@conceptminiatures.com within 14 days after the day you received the Artwork.
(2) Depending on the problem with your order we will advise you whether
(a) You should send photos of the damaged model or Figures and packaging and retain the model as you are advised should the courier wish to inspect it and/or
(b) Mark will make arrangements for a courier to collect the model from the address the model was delivered to. Collection will usually be Monday – Friday, 8am – 7pm OR
(c) Ask you to return the model to Mark
(d) You should retain the model and all original packaging for 30 days so that it can be inspected
(4) When returning any model we ask that you please repackage the goods securely, to guard against damages, and remove all shipping labels and print the address and shipping label we send to you via email and attach it to the parcel.
(5) Within 14 days of receipt of the faulty model Mark will either
(a) repair the model OR
(b) provide a replacement OR
(c) provide a refund, to include any standard delivery charges you paid when you placed your order and your
(5) Refunds are made with 14 days of the date the model is received using the same payment method that you used to pay us. Please bear in mind that some payment methods mean that a refund may take up to 7 days to reach your account
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