Frequently Asked Questions
What days are working days?
Working days for us, our suppliers and our couriers are Monday to Friday excluding Bank Holidays. Although we will be around on Sundays and Bank Holidays to answer any queries you may have.
What discount do you offer?
We typically offer 15% discount on all products, throughout the site you will see the RRP and discount applied next to our price for each product.
Please note that we are unable to offer any discount on certain products and/or ranges, that is either because we set the RRP ourselves and therefore under UK law may not sell those items at a discount, or because we are legally bound by our suppliers not to discount those items.
How can I Pay?
We use PayPal to process all of our payments, you do not need to register with PayPal to pay via this service, registering with PayPal simply increases the number of payment options available to you.
Currently non-PayPal account holders will be able to use the following payment methods:
- Visa Debit
- American Express
- PayPal Balance
- Direct from your register Bank Account
How long will it take to receive my items?
Each product is given a stock status as follows:
In Stock: This item is currently in stock and would be available to ship within 1 business day of your order being placed.
On Order: This item is currently out of stock and would typically be available to ship within 2 to 7 business days from your order being placed.
Direct: This item is printed to order and shipped directly from the printers in order to minimise the cost to you and to provide you with the product in the shortest possible timescale.
Special Order: This item is currently out of stock and is a special order item, this may take significantly longer than 7 days for us to receive in order to ship to you. If you are interested in any of these items you should contact us to obtain an estimate for the delivery date.
Unavailable: This item is currently unavailable and we are unable to offer any information conerning it's future availability. This status is often temporary so check back later for items marked unavailable.
Your items will be shipped when the entire order is in stock with us, we do this to minimise our shipping costs and therefore minimise those costs we pass on to you. Once all items on your order are in stock with us we endeavour to ship them out to you as soon as possible, hopefully the same day, however you should allow 1 working day for us to ship your order. Delivery typically then takes 2 or 3 workings days for your order to arrive with you for UK orders, overseas orders may vary but typically arrive in 5 to 10 days.
Please note that alternative delivery arrangements may be available at additional costs if your order is urgent, please contact us to discuss what options may be available to you if this is required.
You will receive emails regarding your order regularly during the order process to let you know where in the process your order is.
Where can you ship to?
Currently we only ship to the countries that are listed on the register account page. If your country is not in this list then we are unable to ship to it. Our decision over whether to ship to a country or not is based purely on our ability to obtain reliable shipping at a reasonable cost to that destination.
How much does shipping cost?
It depends on where you are, in the UK shipping is charged at a flat rate of £5 and is free on all x-wing/attack wing game mats or on orders of over £100.
Otherwise the shipping charge depends upon the country, once you have signed in and set up your address the correct shipping charge for your country will be displayed in your shopping basket.
What do I do if my order does not arrive?
If your order does not arrive when expected, please contact us and we will contact our courier to track it down on your behalf.
What do I do if my order is damaged?
If your order arrives and appears damaged or otherwise unfit for purpose please contact us as soon as possible. We will ask you for photographs of the damaged item(s) and photographs of any damage to the packaging. We can then contact the couriers to arrange for replacements for you.
Please note that certain manufacturers offer missing or damaged part services directly, we would encourage you to make use of these where possible. We recommned doing this simply as it can be the quickest and easiest way to receive your missing parts.
What do I do if my order is incomplete?
In the even that your order is missing or incomplete please contact us at the earliest opportunity. We will investigate as quickly as we possibly can and if necessary send out any missing items as soon as possible.
Please note that we will send the first courtesy order out free of charge, however subsequent courtesy orders may attract a shipping charge.
What do I do if I want to return an item?
We adhere to the distance selling regulations and will accept returns in their original condition under the following conditions:
- Items must be returned in their original packaging and unopened.
- Items must be returned in a condition that makes them fit for resale.
- Items must be returned at the buyers expense.
- We reserve the right to refund your order with any associated shipping and packaging charges deducted from the refund total.