FAQ

Please read the list of Frequently Asked Questions below, if there is something you need or want to know then please raise a support ticket.

Q. What payment methods do we accept?

We accept PayPal, Bank Transfer and Major Credit/Debit Cards via SagePay or Realex, and PayPal Website Payments Pro Gateway. You can also pay for your order with store credit vouchers but Please note: at present, store credit can only be applied to products in the cart and not to services such as shipping charges.

Q. I want to place an order but the item isn't in stock, when do you take payment?

We intended to only take funds when items are in stock, however, the time taken to process payments and the number of declined cards when funds taken means that we must charge cards and debit PayPal on order.

Q. What happens if I place an order that contains Pre Order Items and those available now?

The order will ship when the final item is in stock. Therefore please place separate orders to ensure that your pre-order items ship separately.

Q. What do our order statuses mean?

Awaiting Payment - Your order has been placed; however, our system is awaiting payment to be authorised. Once the payment has been approved and processed through our system, your order can be packed and shipped from our warehouse.

Payments can take a few days to authorise. If you have an order with this status, and it has been longer than two business days, please contact our customer support team.

Pre-Order - You have placed an order; however, at least one of the items in your order has not officially released yet. Manufacturers set release dates*.

Once all products in your order have reached the release date set by the manufacturer, and the stock delivered to our warehouse, your order can be packed and shipped.

If you have an order with this status, but some items have reached their official release date and are in-stock, please contact our customer support team.

*We receive release dates from manufacturers and display them on product pages for your convenience - please note, manufacturers can sometimes change these dates.

On Backorder - Your order has been placed, and payment received, however; it's awaiting restock from our suppliers - this means the item(s) ordered are not currently in our warehouse.

Typically, it can take between two to four weeks for items ordered from suppliers to be delivered to our warehouse, depending on the manufacturer*. Our team place orders with suppliers weekly. Once the stock is delivered to our warehouse, the order can be packed and shipped.

If you have an order with this status, and it has been longer than four weeks, please contact our customer support team for an update.

*Not every manufacturer is as big as Games Workshop or Wyrd, some are very small teams with high-quality products that can take a number of days or weeks to keep up with demand. The average lead time for some of our top ranges including Games Workshop, Wyrd, Corvus Belli, Warlord Games and TheArmyPainter is seven business days. The average lead time for other ranges including Scale75, MicroArtStudio. Firelock, Secret weapon and Knight Models is eighteen business days.

Partly Dispatched - Part of the order has been packed and shipped, for your convenience. The remaining items in the order will be packed and shipped once delivered to our warehouse, at no extra cost to you.

Typically, an order will have this status if there is more than one item awaiting restock or a particular item has a slightly longer lead time. It can take between two to four weeks for items ordered from suppliers to be delivered to our warehouse, depending on the manufacturer. Our team place orders with suppliers weekly.

We partly dispatch orders to prevent unnecessary delays in you receiving your items. If you have an order with this status, but some items have reached their official release date and are in-stock, please contact our customer support team.

Dispatched - The order has been packed and shipped. A copy of the certificate of posting will be available by email within 24 hours.

Q. Once I order something what happens next?

Please note that all order turnaround times are indications rather than guarantees as variations in supply and demand can sometimes cause a backlog.

In Stock (X Ready to Ship) These items are currently in our warehouse and we will be used to fulfil your order as soon as possible. If you have items in the order that have other statuses however, these items will be shipped once any outstanding have been received in our warehouse. This can mean that items in stock are delayed as we wait for Pre-Order items (for example) to be available.

If any of your items are listed as "Available to Order: Restock Expected" then they will be ordered from our suppliers (usually direct from the manufacturer) and should arrive with us to ship within 3-9 working days.

'Pre-Order' Such items will usually become ✔ Available (Typically Ships in 3-9 Working Days) on the release date of the product (assuming we have received stock from the supplier). Please note release dates may be subject to change.

"Unavailable to Order" - The items cannot be ordered as they are out of stock with both us and our manufacturers or the item is no longer made.

Q. What happens if I order something and it is not available?

Sometimes products are removed from sale by suppliers without notice, in this instance, we will offer an alternative or a refund. Please note: that at present, store credit can only be applied to products in the cart and not to services such as shipping charges.

Q. What Currencies do you Accept?

We only accept payment in GBP. If you are outside the UK. Your bank or credit card provider will often hit you with fees and charges for paying us in GBP. That should now be a thing of the past. When you place an order with us, if you use the Realex checkout option, you should only be charged in your own currency without any charges and the exchange rate should be great.

Our prices are also only calculated in GBP, any other currency shown on our store is an indicator only.

Should we need to refund you we will refund you the sterling amount due for your order or items. This may result in you receiving a different amount in your local currency due to fluctuations in exchange rates. If you opt to take store credit instead this will be applied to your account in sterling which will be unaffected.

Q. Can I add to my order once placed?

Once an order has been placed and paid for on our site we are unable to add items to it that exceed the original payment transaction. We can change items over or remove them so long as this keeps the value of the order the same or less than the original amount. Any difference will either be refunded to the original payment method or as a store credit voucher.

Q. How do I find my order details?

We have made this as clear as possible, you can see each item in your order, when those items were shipped and what carrier they went by with just one click. Go to your account, click on "Order History and Details" then click "Details" on the order you want to know more about. This will bring you to a new screen with loads of information on it. 

See the overall status of your order:

See how many of each item  you ordered, how many have been allocated to your order by our warehouse and see how many have already been shipped to you:

See what items were sent in each shipment, when it was sent and any tracking details:

Even see the detailed tracking information for orders shipped via a courier:


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