Frequently Asked Questions

Email Support

Support Email

info@theblockzone.com

Our Price Promise Guarantee

During our 2022 Black Friday Sale and our 2023 Winter Sale we are offering a price promise guarantee. If you have placed an order during either of these sale events and we reduce the price of a model in the 60 days after your order (for the Black Friday Sale) or in the 30 days after your order (for the Winter Sale) we will refund you the difference. That's how you can be sure you're getting the best possible price on your order!

All models are eligible for our price promise guarantee.

Our website base currency is GBP (£). Any price drop in the base GBP (£) price is eligible for a partial refund.

All other currencies are calculated automatically based on the live exchange rate and these prices may vary slightly from one day to another depending on forex fluctuations. Such variations are not eligible and will not receive a partial refund. Only a price difference in the base GBP (£) price will be eligible for a refund. Any price drops using a discount code will not be eligible. 

All GBP (£) base price drops will be eligible.

If you've spotted that a model you've ordered has had a drop in its base price simply contact our team by replying to your order confirmation email, we'll double check the amount and refund it to your original payment method.

Our Models, Manuals & Parts

We 100% stand by the quality of our models and the parts we use. There are many designs we get sent each week that we don't release either because the assembly process doesn't live up to our expectations of a Block Zone model or because the parts required don't meet our quality standards. The models you see on our website have been vetted by us & our partners and, as mentioned, we 100% stand by the part quality and assembly experience they offer.

Our parts come from a range of different manufacturers depending on availability and, more importantly, quality. We hope to get the chance to share our models with you!

The vast majority of our models (over 90%) come with the manual in the box. Why are there some without? If for example you asked us to launch a model you found online (that someone else designed) we would put together a part pack, but since we don't have rights to the design itself you would need to get the manual from the designer. This applies to roughly 10% of the models we offer and it's how we're able to be incredibly reactive to customer requests.

We mention on every single model page if it comes with a phisical manual or not, if in doubt you can always ask us on info@theblockzone.com

This year we've set ourselves the challenge of launching an average of 1 new model per day and so far we've been sticking to it! A lot of our models are released based on customer requests, so if there's a particular model you'd like, let us know by contacting the team on info@theblockzone.com

We love working directly with the best innovative designers. It's thanks to the all-time greats like DanielsMOCs, 0rig0 and pingubricks (to name a few) that we're able to release our top customer requests (looking at you Daniel!) and even full collections like our massive Space Collection (massive shout out to 0rig0!).

In the very rare circumstance that your model is missing certain parts, please reach out to us on info@theblockzone.com or by replying to your order confirmation email. In this email, please include pictures of the missing parts from the instruction booklet and we will send replacement parts out to you as soon as we can.

We work with partners worldwide such as BrickLink and BrickOwl to find the fastest method possible to have these replacements delivered so that you can continue your build. In most cases you should have your replacements within 72h your initial email.

Our models come in a bunch of shapes and sizes, but if one thing's for sure it's that the manual will always be clear, detailed and offer an engaging and immersive assembly experience. With that in mind you won't be surprised to hear that we've had 7 year olds assemble our 9300-piece remote controlled Crane...

However, kids can't just jump into such massive builds without prior experience, everyone has to start somewhere. If it's their first build we recommend the following:

0-1000 parts: 6+ years

1000-2500 parts: 10+ years

2500+ parts: 12+ years

This is a very rough guideline - if your 8 year old has already assembled models before, we're confident they'll be able to take on larger Block Zone builds without any issue :) 

Payments

Our store can currently display prices in GBP, EUR, USD, CAD, CHF, NOK & AUD and is able to accept payments in all currencies worldwide. To change the displayed currency, use the currency selector that is located at the very bottom of any page on our website (even on this one, just scroll all the way down).

Payments are accepted from all major credit and debit cards as well as PayPal, PayPal Express Checkout and Giropay.

We also accept iDeal, Apple Pay, Shop Pay and Google Pay for a seamless checkout experience.

If you're paying with PayPal and your payment has been declined, it means either there are insufficient funds in your PayPal account, or there are insufficient funds in the bank account linked to your PayPal account. You will have to add funds into either account in order to complete the order.

If you're paying via Bank Card (credit or debit) and your payment has been declined, most of the times it is either because there are insufficient funds in your account or your bank has declined the transaction. If there are enough funds in your account but the payment is still being declined, you can try to complete your order using PayPal Express Checkout. Simply go to the payment page, click PayPal and you will have the option to "Check out as Guest". Here you can complete your order as normal without the need of a PayPal account.

If you have tried the above steps, but your payment is still being declined, please get in touch with us and a member of the team will be happy to help.

Shipping & Processing

Yes! TheBlockZone offers free international delivery on all orders through premium couriers such as UPS, DHL, FedEx and more.

Once we receive your order, we aim to get it packed & labeled within 24h and your parcel gets dispatched to a distribution centre. This distribution centre then selects the fastest shipping method from a range of highly reputable couriers and dispatches the order swiftly. When your order has been dispatched from the distribution centre, you will receive an update with your tracking code.

Once you place your order we aim to have this processed & packed within 24h.

The parcel is then dispatched to a distribution centre.

Once it arrives there, the parcel gets attributed to a courier and queued for pickup.

Once it's picked up by the courier you will receive an email with a tracking number.

The courier will then deliver the parcel to your address.

In order to get updates sent to your email every step of the way, make sure to opt in to receive emails from us when placing your order. If you don’t you will only receive an email with a tracking number once this is picked up by the courier.

We work with several warehousing partners & distributors worldwide who stock a lot of our most popular models in Europe, USA, Hong Kong & Singapore (and we're growing the number of models stocked in USA, Germany & Poland this year!). Which warehouse your parcel gets dispatched from will depend on your address and the exact model you're ordering. 

Regardless of where it gets dispatched from our distributors take care of all fees relating to international transport, so the price you see on our website is the final price you will pay for the order. If you ever get charged more upon receipt of the parcel we will always refund this to your original payment method.

Never! Regardless of your address and parcel origin, our distributors take care of all of the fees. If you ever get charged anything upon receipt of the parcel please send us the invoice and we will refund this amount to your original payment method. We like to keep it simple, no hidden fees here!

We've recently launched our UK website. To place an order for one of our models to a UK address, please visit our dedicated UK website.

After placing your order, your parcel is prepared within 24h and is sent to a distribution centre. It will arrive here within 1-3 working days. The team here will select the fastest shipping option to your address and will ship out your parcel in the same day. Once your order is picked up from the distribution centre by the courier, you will receive a shipping confirmation email containing your tracking information as well as a link to a website where you can track your order.

If you haven't received a shipping confirmation email yet and it's been more than 4 working days since you placed your order, please get in touch with us and we'll send you your tracking information manually.

Please know that for shipping services like DHL Express, it can take a bit longer for the parcel to arrive to the courier's distribution centre (and to receive a tracking number). However once dispatched shipping will only take 24-48h, making the entire shipping time shorter. 

Tracking & Delivery

Once you have received an email entitled "Your order has been picked up by the courier!" you will be able to access your order page and see your tracking number. 

To track the order you can either click the tracking number or go to the Aftership Platform and paste your tracking number there to track your order.

Returns & Refunds

Of course!

Our return policy lasts 30 days after your order was placed or 7 days after the parcel is received (whichever comes last). If you'd like to return an order, please reach out to us and we will provide you with the return details. 

To be eligible for a refund, your item must be returned in brand new, unused condition. All part bags must be sealed and in new condition as when you received them and the product must be in the sealed original packaging. All returned parcels must be sent via a tracked method.

If you've changed your mind about your order you can contact the team on info@theblockzone.com to let us know.

If the parcel has not yet been dispatched to the distribution centre we will be able to cancel your order right away.

If your parcel is on its way to the distribution centre or already there we will attempt to recover the parcel and cancel your order. If that's not possible you will need to return the parcel once it's with you.

If your parcel is already with the courier we are not able to cancel the order since there's no way for us to recover the parcel. You will need to return it once it's with you.

In short - no.

If you've changed your mind about your order and would like a refund, please accept deliver of the parcel and ship it back to us. If you refuse delivery of your parcel this will be stored with the courier for a few days, afterwhich it will be returned to a courier hub or to a distribution centre where it will be destroyed. The parcel does not make its way back to us. If this happens we will not be able to provide a replacement or a refund. 

If we have accidentally sent an incorrect item we will cover all return fees. If you have changed your mind about a purchase you will be responsible for covering all return fees.

Please always use a tracked shipping method and provide the tracking number to us as soon as it's dispatched.

No - there are no restocking fees or anything like that. As long as your item is returned in brand new condition a full refund will be processed to your original payment method. It's as simple as that!

Work With Us

If you're a designer and want to have your models listed on our website, simply reach out to us on info@theblockzone.com with a few details and we'll be honoured to have you & your designs on board!

If you love our models as much as we do and want to share them with the world please access our community page and apply to join the team.

If you'd like to stock our models, please reach out to the team on info@theblockzone.com to let us know which models you're interested in, where you will be selling these and rought quantities so we can put you through to the right team member.

Couldn't find the answer you were looking for? If you still need help then please contact us info@theblockzone.com.