General: Frequently Asked Questions

Contacting support about an Order?

If you need to Contact us regarding an order already placed please only email
not any others you many have. This should ensure your email does not get lost within the 1000's of other emails we get weekly.

What Payment Options do you offer ?

Paypal : We accept paypal at the checkout , this is where you can use your Debit / Credit Cards without transmitting your card details, If you need to send money direct please use:

Debit and Credit Cards : are proccesed by SAGEPAY allowing us to process secure credit and debit card payments online (we never see your card details you pay direct to our bank).

Cash : Cash payment are only taken in-store (we do not have credit card facilities in-store). If you select Cash as a payment option, your order will not be made up until you arrive (due to orders including paint being mixed and not collected/paid before) and you will need to pay for in CASH.

How quick will my order be dispatched ?

Most orders placed on weekdays are shipped the same day, but at very busy times (Christmas etc) please allow 3/5 working days before contacting us. Dispatch times can also vary daily depending on the volume of orders that require progressing at any one time.
Once your order has been accepted, you will get a confirmation email (if you dont please login and check your order history to check its been placed correctly) and once despatched you will get a notification by email/SMS.
Mondays are always the busiest day due to the weekends orders being processed, so orders place on mondays are not always shipped the same day.
Cut off time for orders is 15-00hrs GMT (UK Time). What time is now in the UK ?
If your order/delivery is very urgent and important, please contact us by phone 01684 252310 to ensure we can meet your needs before placing your order.

How much is the Shipping /Delivery?

Please see the Shipping FAQ for full detail on shipping

Your VAT Questions answered

All prices include VAT at 20% (Within the European Union)
If you are outside European Union e.g. USA . Once you have created an account and logged in, the prices shown on the websote will be shown without VAT.
If you are a VAT Registered Business or Individual within the EU please tell us your VAT number in the comments box and once we have verirified those details we'll refund the VAT Amount. Sorry we can't offer this as an automatice option online.
Our VAT No. 914 7485 06

Can I add to an existing order?

We can't add to orders at the moment

Can I cancel/change my order online?

Unfortunately our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on +44 1684252310  and we'll do our best to help you. You are advised not to email your request, as we only have a limited amount of time to alter orders and we may not reach your request in time this way.

How do I redeem a discount or special offer?

You can redeem a discount at the checkout process by entering the Coupon code in the box provided. Only one promotional code can be used per order.

My Order has not arrived Yet!

The speed of Postal services in different countries vary, this is beyond our control, we have so far only seen about 0.001% of parcels not arrive at all, most worldwide parcels arrive within 3-10 days, some do take longer e.g. Italy, South America, Africa and Russia. Royal Mail does NOT class an Airmail shipment loss until 30 days have passed. Therefore until then we can not make a claim as "Loss in Post". Orders sent via Airmail are not insured and do not have a tracking number and do not require a signature, we can however provide "Proof of Posting" proving we posted out the goods.
We would recognize the customer's selection of "Airmail" for delivery as a full responsibility of customer in case of missing therefore refunds can not be issued only "Proof of Posting".

My Order usually takes * Days, but my new order has not arrived yet!

Please see the answer in the previous question, and be patience.

How will I know when my order has been shipped ?

Your order status will be updated once the order has been despatched, you will get an email letting you know the details, you can also check by login into your account and checking your Order History.

Do you offer Free Shipping ?

Free Shipping is available on orders over 125 GBP delivered within the UK ONLY. (Sorry orders with Free shipping can NOT be split up and sent separately) Free Shipping will be via Interlink Express or Royal Mail . e.g if you have a Special Order/Pre-Order item/s that will take over a few day to arrive, we suggest placing 2 separate orders to avoid waiting for the rest of the order or asking for a split delivery.

Why was my order sent a different way to the one I asked for ?

In some cases we will send the order in different way due to many reasons, We will only ever send a better/more expensive way (we will not charge you the extra).
Say you ordered a 1:12 model kit and it was too heavy for the Airmail's 2kg limit, we may chose to increase the shipping to DHL which is faster with tracking. if this option is going to cost YOU more we will emil to ask first, if we do not feel we need to charge you more we will ship without contacting you first.

Do you offer Backorders ?

Sorry, we do not offer this service at the moment.

The item i'm looking for is Out of Stock, when will it be back ?

This depends on when our next stock order is being placed with the manufacture, most manufacture have min order valves, so we need to wait until we can order enough to meet this. We re-order from most main suppliers every 1-2 months or less, smaller supplier when we require enough strock to meet the suppliers min order value.

The best idea is to click the red Notify Me button to be emailed once the item is back in stock .

Do you offer Pre-orders ? and What is a Pre-order ?

A pre-order is an order placed for an item which has not yet been released. (Mainly offered on Model Factory Hiro's monthly releases and Important New Kit Releases.)
Customers who pre-order items will be asked for pay at the time of placing the order.
In doing this you will benefit from a saving on the full price and / or ensure that a limited edition items is reserved specifically for you. This will also guarantee prompt delivery on release We aim to get our stock delivery within 7 days of Japanese release date. (This can change depending on UK Customs clearing times)
Also once we get our shipment of new released kits, we will attempt to dispatch them out to customers the very same day.
Orders with Pre-order items will not ship until ALL items are instock. If you need some items earlier we recommend placing indivdual orders.

I received my order and item/s are missing. What Happens Now ?

If you find any item/s missing from your order, please contact us as soon as possible, and we will try and rectify the problem as quickly as possible.
In some cases a note stating "To Follow" may be marked on the order, this is due to a stock error and the item is out of stock, we will send the item out as soon as we receive stock. Meanwhile if you wish for a refund for the item or an alternative please contact us A.S.A.P.

Sold Out Items

If we find we have sold out of an item when we come to pack your order, (we do make mistakes on stock levels from time to time) we will refund for the item or contact you if we feel we have a similar item to offer. We never substitute without checking with you first.

Model Factory Hiro - Special Order Items

We stock a large selection of the models available, but we can't stock all versions of each model all the time.

Once we have you order placed we will check stock availability with MFH in Japan, sadly some items maybe sold out in Japan without our knowledge, we get stock level updates monthly, but they can sell out in-between without us knowing. should this be the case we will inform you A.S.A.P. and refund you payment.

Orders are placed with Model Factory Hiro in Japan on the 21st of each month for Special Order items, they usually arrive the 1st week of the next month (depending on Custom clearance times)

If you order on the 22nd of the month, your order will not be placed with Japan until the 21st of the next month

This date is used as Model Factory Hiro issue new releases on approx. 21st of each month.