Frequently Asked Questions

Ordering:

How do I buy items?

How do I check if a product is available?

Can I buy the whole range of items that you sell in your stores?

Do you give discount to students/charity/bulk orders?

Why can’t I add items to my shopping basket?

Do I receive a confirmation once I have placed an order?

What if I change my mind - can I cancel my order?

I have not yet received my order, what should I do?

I have a discount code, how do I enter it?

Pre Ordering products

Returns:

What is your returns policy?

How do I return an item?

What if my return goes missing in transit?

What are my rights if I decide I don’t want the item (Distance Selling Regulations)?

Will you keep my personal information safe?

Payment:

How do I pay for my items?

What type of payments do you accept?

My Credit/Debit card was refused whilst ordering

I have a money off coupon or promo code can I use it?

How can I be sure shopping online with you is safe?

What is your price matching policy?

Delivery:

What are your delivery charges or options?

How are orders delivered?

What does working day mean?

Where do you deliver to?

Can I send my order to a different name or address?

Can I place an order and have it delivered to multiple addresses?

What if I want to change my delivery address?

Can I collect my order in store?

What happens if I am out when you deliver?

What happens if a package is returned to ModelZone because it is undeliverable?

How can I get a VAT receipt?

The product I received is faulty, what should I do?

The product I received is incorrect, what should I do?

There are items missing from my order, what should I do?

What if only part of my order has arrived?

How do I track my package once it has been dispatched?

Product related queries:

How can I find out about new products?

How can I find out what products are on special offer?

Where can I find more information about a product?

Do you have a product catalogue?

I have a suggestion regarding your website/products/service, to whom should I send it?

I added 2 of the same item to my Shopping Basket by mistake, how do I remove the extra one?

Where can I find discontinued products?

Ordering

How do I buy items?

1. Find the items you want
   Firstly browse or search for the items you would like to order. There are links to browse and more detailed product-specific searches in the top navigation bar. When you find an item that interests you, click on the item to view more details. You will find more information about the item, including prices, availability and customer reviews.
2. Add items to your shopping basket
   To order an item from ModelZone.co.uk click the 'Add to Basket' button on the item's product detail page and select the quantity you require. Use the basket's top navigation bar, search box or the 'Continue shopping' button to keep searching until you have added all the items you want to buy to your basket. You can view the contents of your basket at any time by clicking the 'Your Basket' button at the top of every page of our website.
3. Go to checkout
   Once you have reviewed all of the items you've placed in your Basket and are ready to place an order click the 'Go to checkout' button. You can now pay for your online order using Visa, Visa Electron, MasterCard, Delta, Switch, Maestro and American Express cards.
   Payment will be authorised by your bank but will not be taken from your card until we are ready to dispatch the item.
4. Order Summary
   Check the accuracy of all of the information you have provided and make any necessary adjustments. When you are ready, click the 'Place Order' button to submit your order. Once you place your order, we will send you a confirmation email. We will send you another email message at the time of dispatch.

How do I check if a product is available?
There is no need to check if a product is available as any product that is temporarily out of stock will be indicated as so on the online shop. The website stock system is connected with our warehousing system so stock availability is always up to date.

Can I buy the whole range of items that you sell in your stores?
Fragile products that may be damaged in transit and hazardous items such as nitro fuel cannot be sold online.
There are also products which cannot be distributed via Royal Mail or sold to customers under the age of 18. This includes certain types of knives, aerosols and spray paints.

Do you give discount to students/charity/bulk orders?
We aim to provide customers with the best ranges available and good value for their money. Our price is the same for everyone and we do not offer global discounts on our products except where we are running specific promotions.

Why can’t I add items to my shopping basket?

If you experience any problems with shopping online please email or  telephone our online customer services team using these details for assistance (click this link).

Do I receive a confirmation once I have placed an order?
Upon completion of your order you will receive a confirmation order.
It will state the products, costs (including VAT), delivery charge and details.

Please check this carefully. If your order has been unsuccessful you will be made aware of the reason why. If you have any queries with this email please contact us.
 

What if I change my mind - can I cancel my order?
If you ordered online you have the legal right to cancel your order within 7 working days of receipt of the goods. Please ensure that you have taken reasonable care of it, the product is in an unused state, it is complete with original packaging and it has all of its original components.
 
I have not yet received my order, what should I do?
We aim to please and ensure that when you shop with ModelZone, most products are available in the warehouse and delivered within 5 to 7 days.  However, if your order has not arrived within this timescale please email or  telephone our online customer services team using these details for assistance (click this link), please include your order reference number in your email. Our customer services team will let you know as soon as possible what is happening with your order.

I have a promotional code, how do I enter it?
When you reach the Checkout, click on "Apply Promo Code" and enter your promo code. Click apply and the Total Price for your order will now include the discount.

Pre-Ordering products from www.modelzone.co.uk

We aim to provide a service to allow you, the customer, to pre-order selected products online which are not yet available for sale. We refer to these as “Pre-orders”.

Whilst we endeavour to provide sufficient product to meet demand in cases of limited availability such as exclusive limited editions it is possible that certain products may sell out before they arrive due to their popularity.

Products available to order in advance will have a button labelled Pre-order Now instead of Add to Basket.

How to place an order for an item that is not yet available in stock

Click on the Pre-order Now button and the item you have selected will be added to your shopping basket.

Purchasing items currently available and pre-orders at the same time

You can purchase both items currently available and items not yet in stock in the same shopping basket. Your card will only be charged with the price of the items currently available and their respective delivery charge. Items being pre-ordered will not be charged for until they are being shipped to you. The amount will be charged to the card you have used for your order. At this point in time you are liable to ensure that you have sufficient funds to meet the payment or your pre-order cannot be guaranteed. ModelZone will not be liable to any charges incurred as a result of these funds not being available or any other transaction fees from your card issuer or bank.

Placing a pre-order only

When you place a pre-order but do not order any other items available we will take your credit/debit card details and validate them. Your card will not be charged until the stock arrives and we ship your item to you. At this point in time you are liable to ensure that you have sufficient funds to meet the payment or your pre-order cannot be guaranteed. . ModelZone will not be liable to any charges incurred as a result of these funds not being available or any other transaction fees from your card issuer or bank.

Setting up an account

When you place a pre-order you will need to create an account. This is a simple, rapid process which saves you time on all future orders. This also gives you an easy way to check your order history and current pre-orders.

Payment types - credit/debit cards

Pre-orders can only be paid by debit or credit card.

Please note that ModelZone does not store your card details; your card information is sent directly to Paypoint, our card payment processor. Paypoint will validate your credit card information and then hold your credit card details in a very secure, encrypted format, until processing your payment upon your bank’s authorisation. Any amendments you make to your card details will be stored by Paypoint in this way and not ModelZone.

Delivery charges

Pre-ordered items will be treated as separate deliveries and be subject to individual delivery charges displayed in the checkout.

Any items ready for immediate despatch will be subject to the estimated delivery charge quoted at the time of placing the order. Delivery will be by our Standard Service only. Next day or other services are not available.

Details of current delivery charges can be viewed on the Delivery Information page.

In the event of our delivery charges changing we will endeavour to make you aware of these changes.

If you change the delivery destination of your pre-order, this may have an impact on the delivery charge.

Updates on your pre-orders and related products

When you place a pre-order we will ask you to tick box for opt in to receive information about similar products by email:

“Would you like to hear about other items available to pre-order in this category?

If you do not tick this option and you are not already subscribed to the ModelZone e-newsletter you will only receive emails to keep you informed about the progress of your pre order and likely shipment dates”. This will include a reminder asking you to update your card details/expiry date/CVV no. should they change before the item arrives...

Example of e-mail update

“Title: Pre-Order No.xxxx.

Dear

This is a reminder that you have xxxxx on pre-order. We would like to inform you that the aniticpated delivery will now be xxxx. We will be contacting you in advance of shipment to let you know before your credit card is charged, and to give you the opportunity to amend any of the details you gave us when you placed your order......”

Yours sincerely

ModelZone Team

Amending my pre-order

Details of all orders including pre-orders can be viewed through Your Account. Only Pre-orders that have not been despatched can be amended or cancelled here. Credit card expiry dates

can also be updated in this area. You may also change your delivery address.

If you require any other changes please contact us.

Contact Us

Should you require assistance with your pre-order or have any queries please contact us at

Email: preorders@modelzone.co.uk

Tel: 01903 875 694

We are available Mon-Fri 9am – 5.30pm excluding bank holidays and we endeavour to reply to you within two working days.

Returns

What is your returns policy?
Our policy is to ensure that you are satisfied every time you purchase an item from www.ModelZone.co.uk. If you are unhappy with an item, please contact us first and we will assist you in returning it to us within 28 days of the date of dispatch.

Please ensure that you have taken reasonable care of it, the product is in an unused state, it is complete with original packaging and it has all of its original components.

How do I return an item?
If you wish return a product you can either:

• Take the item to a ModelZone store. Please ensure you take your order confirmation with you as proof of purchase.
• Contact us by email using this form or write to us at the address below

ModelZone Customer Relations Department
Commerce Way
Lancing Business Park
Lancing
West Sussex
BN15 8TA

If we cannot resolve your concerns, you will be given instructions on how and where to return your purchase. We recommend that you use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) as you will be responsible for the returned products until they reach us.

You must contact us before sending any items back to us.

If we are notified of your intention to return your order for refund within 7 days, we will refund the outgoing shipping costs. However we do not refund the cost of returning an item to us unless it is faulty.

All refunds are credited back to the credit card holder’s account which was used to make the original purchase.

What if my return goes missing in transit?
You will need to contact Royal Mail or the courier company that collected the item from you. If ModelZone organised the collection from you please contact us using this form and we will be able to contact the courier on your behalf. If the item has been lost we will be able to claim from the courier and organise a refund back to your card.
Please ensure you contact us within 7 days of returning an item if you think it may have been lost.


What are my rights if I decide I don’t want the item (Distance Selling Regulations)?   
You have the right to cancel your contract (order) with us any time up to 7 working days after receiving the order.
Items can be returned to us (see our returns policy for details) or collection arrangements made at your cost. If we collect the item from you, you will be charged the cost of collection, which will be notified to you at the time of cancellation. You must inform us that you wish to cancel the order using this form.

Please ensure that you have taken reasonable care of all products and that they are returned in an unused condition, complete with original packaging and all original components.

Will you keep my personal information safe?
We never make your personal details available to companies outside ModelZone for marketing purposes.  However our representatives and agencies may hold your data so that your details can be kept up to date, your orders processed and emails sent on behalf of ModelZone.

If you sign up for our email newsletter, we use the personal information we collect about you to send you email newsletters featuring the latest promotional news, demonstrations and in-store activity information. This information is held in compliance with the Data Protection Act 1998.

 
Payment

How do I pay for my items?
You can pay for your online order once you during checkout. Enter your debit or credit card number without spaces or dashes using one of the accepted payments listed below.
 
What type of payments do you accept?
We accept the following using Debit and Credit cards: Visa, MasterCard, Visa Electron, Delta, Switch, Solo, Maestro and American Express.
 
My Credit/Debit card was refused whilst ordering
Try re-submitting your order using a different payment card. If this doesn’t work you will need to contact your card issuer or bank to find out why your card was refused.

I have a money off coupon can I use it?
Online promo codes can be entered in the checkout process.
Unfortunately we are unable to accept any printed coupons when placing an order via our online shop. Printed coupons cannot be used for the purchase of gift vouchers.  
Please see the individual coupon for the terms and conditions.
   
How can I be sure shopping online with you is safe?
At ModelZone.co.uk we take your security very seriously so that you can shop with confidence with the knowledge that your name, address, credit card details and other information are held securely.

Any sensitive data (including personal data and payment information) you send to us from your computer is securely encrypted and protected using Internet standard encryption technology known as SSL (Secure Sockets Layer.) This process scrambles any sensitive data you transmit to us, preventing it from being intercepted during transmission.

When you sign into the Checkout you are entering a secure part of our website. You will see a closed padlock or unbroken key icon in the bottom right hand corner of your screen; this confirms that information you submit will be transferred in a secure format.

Please make sure that you have installed Internet Security and anti-virus software on your computer and that it is up to date when entering personal information into any website. Along with the ModelZone website security this will help to stop any of your personal data from being intercepted.

What is your price matching policy?
All our prices include VAT but exclude delivery charges. We do not price match any online or catalogue competitor prices. This is because we are unable to verify the availability and comparability of the goods and the standards of service and support that are offered by others. However, you can always be assured of the same dedication to competitive pricing and exceptional value you find in our ModelZone stores.

Delivery

How are orders delivered?
We currently use Royal Mail and City Link to deliver your orders. When your order has been sent we will sent you an email to let you know. If your order has been sent by courier this email will contain the tracking number so that you can track your order online, visit www.modelzone.co.uk/trackmyorder

What does working day mean?
We are unable to deliver at weekends or on bank holidays. All orders are dispatched Monday to Friday. Royal Mail can deliver on a Saturday but City Link, our couriers, do not.

What are your delivery charges or options?

For your convenience, we offer four delivery options:

FREE delivery - Spend £10 or more in a single transaction, and we will not charge you for delivery.  Please allow up to seven working days for delivery. Applies to the UK mainland only. Please note: FREE delivery is not available for Next Day orders.  

STANDARD delivery - Our standard delivery charge is £2.99 for orders up to a value of £9.99. Please allow up to seven working days for delivery.

NEXT DAY delivery - Our Next Day delivery charge is £5.99. We use a courier, City Link, who aim to deliver to you the next working day. This service is only available in the UK mainland.  If you place an order before 2.00pm on a weekday, it will be delivered to you the following working day. If you place your order after 2.00pm on a Friday, or any time on a weekend or Bank Holiday, please add another working day.  Tracking details will be supplied in your confirmation email.  A signature is required when we deliver your order with Next Day delivery. 

Please note: If you place an order between Friday 26th August and Monday 29th August for next day delivery  - you will have your order delivered on Wednesday 31st August.

UPGRADE TO NEXT DAY DELIVERY: If you would like to get your order faster than the standard and have spent over £50 you have the option to pay a small surcharge of £2.99 to upgrade to Next Day Delivery. We use City Link, who aim to deliver to you the next working day. This service is only available in the UK mainland.  If you place an order before 2.00pm on a weekday, it will be delivered to you the following working day. If you place your order after 2.00pm on a Friday, weekend or Bank Holiday, please add another working day.  Tracking details will be supplied in your confirmation email. A signature is required when we deliver your order with Next Day delivery. 

Where do you deliver to?
A complete breakdown of Delivery costs is available here

Please note bulky items/orders may trigger an additional charge to send it to destinations outside of the mainland UK. In this case you will be contacted to confirm the final amount.

Can I send my order to a different name or address?
To reduce the risk of fraudulent orders your first order must be delivered to the card holder’s address. Any further orders can be delivered to any UK mainland or Northern Ireland.
 
Can I place an order and have it delivered to multiple addresses?
No, unfortunately we currently to not support multiple delivery addresses per order.
 
What if I want to change my delivery address?
Once you have placed an order you cannot change the address details or the delivery option selected.  
If you want to change the address we have for you for future orders you can change this during checkout or login to the My Account page and click on 'Edit your details'.
 
Can I collect my order in store?
Currently it is not possible for you to reserve products on ModelZone.co.uk and pick up from your nearest store.
 
What happens if I am out when you deliver?
Deliveries will usually be made on Monday to Friday excluding bank holidays. If you or the intended recipient is not in when the delivery attempt is made, our courier will leave a card confirming that they have tried to deliver. Please follow the instructions on the card to arrange re-delivery or collect your order.
 
What happens if a package is returned to ModelZone because it is undeliverable?
Occasionally a package is returned to us because the couriers were unable to deliver it to you. When this happens we will attempt to contact you to arrange a re-dispatch or refund. If we cannot contact you within 2 weeks of receiving your parcel we will arrange a refund.

How can I get a VAT receipt?
When you place an order with our online shop an email receipt will be automatically sent to you. A printed copy is also included with your order.

The product I received is faulty, what should I do?
Due to the complexity of certain products, no refunds or exchanges can be given on certain items until a manufacturing defect is identified. This may involve sending it back to the supplier. If spare parts are available, we will also look to repair the existing item before sending a replacement.

If an item is deemed to be faulty we will cover all shipping costs incurred in you sending the item back to ModelZone and ModelZone returning the repaired item to you.

If a manufacturing fault has not been determined, we will either:

• Return the item to you
• Repair the item to a working condition and invoice you for the parts and labour used

Please note we will always contact you before carrying out either of the above actions.

If you wish to return a product you believe is faulty you can either:

• Take that item to a ModelZone store. Please ensure you take your order confirmation with you as proof of purchase
• Contact us by email using this form or write to us at the address below

You must contact us using the contact form on the website before returning any items, or write to:

ModelZone Customer Relations Department
Commerce Way
Lancing Business Park
Lancing
West Sussex
BN15 8TA

We recommend that you use a secure delivery method which requires a signature upon receipt (such as via Royal Mail First Class Recorded Delivery) as you will be responsible for the returned products until they reach us.
 
The product I received is incorrect, what should I do?
Please contact us by email or telephone to arrange returning the item for a refund or an exchange.
 
There are items missing from my order, what should I do?
Every effort is made to ensure your order is correct at the time of packing; however should you find products from your order please contact our online customer services team by email or telephone asap and our team will arrange for the missing item to be sent to you.
 
What if only part of my order has arrived?
Before contacting us please check the following:
Refer to your paperwork to see whether there is more than one parcel. For example, if it says 1 of 2 or 1 of 3, then this means that we were unable to package your entire order in one package and you should expect a further delivery within the next few days.
 
How do I track my package once it has been dispatched?

City Link – Courier Delivery
You will receive an email with your tracking number once your order has been dispatched.

You will be then able to view where your parcel is in the delivery process.

Royal Mail
Currently we don’t offer a Royal Mail tracking service, if you would like your item to be tracked please request that we sent it via courier.

Product related queries

How can I find out about new products?
We have a section on our website dedicated to featuring all of our new products that are now available online or in our stores.
 
How can I find out what products are on special offer?
For more details on items currently on special offer please see our special offers section.
 
Where can I find more information about a product?
For more details on individual products please click on the ‘product information’ box featured alongside each item on our website.  
 
Do you have a product catalogue?
We produce a catalogue containing some of our lines every October; however with over 12,000 product lines, which are constantly changing, it is not possible to offer this service at the same competitive prices we offer in store.

Other queries

I have a suggestion regarding your website/products/service, to whom should I send it?
If you have a query/suggestion regarding a product, our website or our service please use the Contact form.  Where appropriate we reply and make any necessary changes as soon as possible.

Where can I find discontinued products?
You can find information and spares for discontinued products in our discontinued items listings.

Shopping Basket

I added 2 of the same item to my Shopping Basket by mistake, how do I remove the extra one?

Go to your Shopping Basket and enter the number you require in the quantity box then click the Update Quantities button near the bottom of the page (above the Shopping Basket Total). The Shopping Basket page will reload and show the correct quantity.