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.
Once we receive your order, we process it within 1-2 working days and your order gets sent 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.
If your parcel has not yet been dispatched from our warehouse we'll be happy to cancel your order. Simply get in touch with us by replying to your order confirmation email and a member of the team will be happy to help. If the parcel has been dispatched, we may still be able to intercept it when it arrives at the distribution centre and have it returned to us. If we are unsuccessful we will make sure to provide a return address to which you can send your parcel once it's been delivered.
Yes! We know that sometimes everyone changes their mind about a purchase, we are happy to accept no-question, hassle-free returns. Contact us within 7 days of receiving the product on firstname.lastname@example.org and we'll guide you through the steps of returning the product. In order to qualify for a refund, the model must be in its original, sealed packaging.
Please note that as of 16.03.2020 refunds processed via PayPal will be inclusive of the PayPal service charge. This is being enforced by PayPal and is something we have no control over. Please see the below statement from PayPal regarding refunds:
"In line with industry practice and according to our updated policy, we will not charge a fee to process refunds, however fees from the original transaction will not be returned. This policy will not apply to duplicate transactions or voids. You can review the PayPal User Agreement for more information on our return policies." - PayPal
If you choose to refuse delivery of your parcel, the courier will either leave it on your doorstep or store it in their warehouse. They are only able to store a parcel in their warehouse for 2-4 weeks (depending on the courier) after which the parcel will be auctioned off or destroyed. Please know that in the instance of refused delivery we will do out best to guide you through the process of recovering your parcel, but if unsuccessful we are unable to provide a refund. If you change your mind while your parcel is on its way, simply let us know and we will issue you a return address where you can ship your parcel to.
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 shipped, 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. However once dispatched shipping will only take 24-48h, making the entire shipping time shorter.
Sometimes tracking information can update a bit slowly due to the courier's internal tracking systems. This is especially true for DHL Express services. If it's been more than 48h since you've received your tracking information and the tracking number shows as being invalid, please get in touch with us on email@example.com or by replying to your order confirmation email and we will get in touch with the courier on your behalf.
All models enlisted in the Price Promise Guarantee will have this written at the bottom of the product page. Look for the words Price Promise Guarantee at the bottom of the product page.
Our website base price is in GBP (£) and prices in all other currencies are calculated automatically by our website every day based on the GBP Exchange Rate on the day. This means that the price in other currencies can fluctuate slightly depending on the exchange rate. Such fluctuations are not counted as a discount in the model's price. Only discounts or changes in the base GBP price of each model will be taken into account and any changes in the base GBP price of your order will mean you are eligible for a partial refund.
If you spot that the price has been lowered, simply reply to your order confirmation email letting our team know which model you have spotted the price difference on and we'll get back to you as soon as we can.
Most of our models come with a physical instruction manual, however some (usually the Limited Edition models) come only with a digital copy. If your model comes with a digital instruction manual, this will be clearly mentioned on the model's product description under "Key Features".
For models with a digital construction manual, the steps for downloading this will be clearly stated on the model's page. If there are no clear instructions, please get in touch with us on firstname.lastname@example.org or by replying to your order confirmation email and we'll send you a link to where these must be downloaded from as soon as we can.
In the very rare circumstance that your model is missing certain parts, please reach out to us on email@example.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.
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