Shipping & Returns
Shipping Policy
Dispatch Times
We aim to pack and dispatch all orders within 2 working days of receiving them. For example if you place an order on Saturday your order will be packed on the following Mon-Tue and dispatched once ready.
We ship Monday to Friday, any orders placed after 10am on Friday and before 10am on Monday are packed on Monday / Tuesday.
Expected Delivery Times
Delivery times are given as a guide only, if the delivery is urgent or required for a specific date then the next day delivery service should be used, this however is not a guaranteed service and next day delivery refers solely to once your order has been dispatched.
Royal Mail First Class aims to deliver within 1-2 working days from dispatch.
Royal Mail Second Class aims to deliver within 1-4 working days from dispatch.
Evri Next Day Courier Service aims to deliver within 1-2 working days from dispatch.
Evri Standard Courier Service aims to deliver within 1-7 working days from dispatch.
Royal Mail or chosen couriers are not a guaranteed service, so items may take longer than expected.
Return & Exchange Policy
Return Policy
1. Introduction
1.1 In this policy we set out details of the return methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2. Customer Cancelations
2.1 After completing a purchase with us we will begin to pack your order, during this time you are able to cancel your order free of charge for a full refund, in certain cases such as with completely bespoke or personalised orders some fees may apply.
2.2 Once your order has been marked as dispatched cancelation of the order is not possible.
3. Customer Returns
3.1 Once the order is delivered to you, you are able to return your item(s) to us for up to 14 days for a full product refund providing the product is returned in the same condition as it was delivered. You can post the order back to our address listed on this website, all associated fees for return will be paid for by the buyer. You must contact us first before posting your order back to us.
3.2 Any damage, loss or associated costs due to improper packaging or postage when sending your order back will be charged to the buyer and deducted automatically from the refund amount given.
3.3 The total refund amount will be limited to the total cost of the item(s) purchased and refunds will not be given for initial postage costs.
3.4 Returns can not be made under the following circumstances:
(a) The product(s) was damaged or tampered with by the customer at any time.
(b) A personalised product contains a writing error which was made by the customer at the time of ordering.
(c) The product is personalised and does not contain a fault created by Detailed Modelling.
4. Faulty or Damaged Returns
4.1 Products that are delivered damaged or faulty must be reported to us within 24 hours of delivery. Once this delivery window has passed customers will be deemed happy with their product and returns under this pretence cannot be made.
4.2 Photo evidence must be provided within the delivery window time clearly showing the damages or faults of the product. Note: Care and appropriate Personal Protective Equipment should be used when handling damaged products. Detailed Modelling will not be liable for injury or damage caused by faulty or broken goods.
4.3 Products returned to us that were delivered damaged or faulty will receive either a full refund or a replacement product, details of the outcome will be discussed when the buyer initiates contact.
4.4 Customers with orders suitable for faulty or damage returns will be given a pre-paid delivery label which will cover all necessary costs of the return.
4.5 Faulty or Damaged returns can not be made under the following circumstances:
(a) The product(s) sustained damage after delivery.
(b) A personalised product contains a writing error which was made by the customer at the time of ordering.
(c) The damage or fault was not reported within the 24 hour damage delivery window.
4.6 The total refund amount given will be limited to the initial order amount placed by the buyer and Detailed Modelling will not be liable for direct or indirect costs resulting from faulty or damaged goods being delivered.
5. Return Resolutions
5.1 Once we receive a request for a return we will aim to reply within 48 hours, the time taken to reach a decision on the returns' outcome can vary from order to order, we will always aim to ensure both ourselves and our customers reach a resolution which both parties are happy with.
5.2 Refunds granted as a result of a return may take up to 5 business days to show in your account.
5.3 We will always initially aim to refund a buyer via the payment method used to place the order, we will not be able to redirect refunds to alternative sources of payment. In some circumstances where refunds to the payment method isn't possible we will discuss with the buyer an alternative method of refund.
Delivery Policy
Delivery policy
1. Introduction
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2. Geographical limitations
2.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales, Northern Ireland.
2.2 We may from time to time agree to deliver products to other countries and territories.
2.3 Couriers are sometimes not able to deliver orders to postcodes within the United Kingdoms' surrounding islands, in which case Royal Mail will be offered to the buyer. The buyer will be liable for any and all additional postage costs associated, a refund will be offered to buyers who do not want to pay the additional postage costs.
3. Delivery methods & periods
3.1 If your order includes pre-order items an indication of the estimated dispatch date(s) for each item will be given within the cart and at checkout, these times are estimated and based on information given by our suppliers and are given in good faith. We cannot be held responsible for delays or amendments to dates and changes in availability.
3.2 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select Royal Mail 1st Class, and the typical period for delivery of products by this method is 1-3 working days; and
(b) if your delivery address is on the United Kingdom mainland, you will be able to select Courier options and the typical period for delivery of products by this method is 1 to 7 working days, some highlands and islands may take longer, please refer to the options available at checkout; and
3.2 If you place your order before 10am on a working day, these time periods run from the close of business on that day; if you place your order after 1pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
3.3 The delivery periods set out in this Section 3 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
3.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
3.5 Where "Courier Standard UK" is selected we reserve the right to dispatch the item via an alternative service.
4. Delivery charges
4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
4.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
4.3 We reserve the right to amend delivery charges without notice should our system develop a fault when placing an order resulting in an incorrect amount of postage being applied to an order. We will offer a cancelation and refund should the buyer not wish to pay the additional fees.
5. Delivery tracking
4.1 Delivery tracking is available in respect of most courier options, it is not available for non next day Royal Mail items.
5.2 To track your delivery, enter consignment/tracking number which is provided in your dispatch confirmation email into our delivery service provider's website which is provided in your dispatch confirmation.
6. Receipt and signature
6.1 Courier deliveries must be received in person at the delivery address, and a signature must be provided.
6.2 Our courier delivery service provider may notify you in advance of attempting to make a delivery requiring signature via email or text.
7. Additional deliveries
7.1 If an initial delivery attempt is unsuccessful, our courier delivery service provider may either leave the parcel at a local collection point or will make at least 1 more attempt to deliver the products in your order. Royal Mail will leave a card detailing how you are able to collect or re-arrange delivery of your products.
8. Collection
8.1 For courier items. if your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
8.2 For Royal Mail items. if your products remain undelivered after the initial delivery attempt the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
9. Delivery problems
9.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you. For Royal Mail deliveries we ask that you wait for 28 days - 40 days for UK items and 40 days - 70 days for overseas items prior to raising a lost item claim. The periods have been extended due to the delays being experienced and changes to Royal Mail and Courier proceedures following Covid-19.
9.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
9.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
9.4 Once orders are marked as delivered by the tracking system we will no longer be able to intervene. No refunds or replacements will be issued for delivered items which are unable to be located. Should you wish to make a claim for the lost item you can do so directly with the courier, we are happy to issue details about an order to assist your claim.