At Model Craft Shop, we’re dedicated to serving model enthusiasts worldwide with premium kits and accessories. Whether you’re building balsa aircraft, assembling architectural models, or collecting die-cast treasures, we want your experience with us to be seamless from order to delivery.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to accommodate your needs:

  • Standard Shipping (£12.95) via DHL or FedEx:
    • Delivery within 10-15 business days after dispatch
    • Trackable service with regular updates
  • Free Shipping (orders over £50) via EMS:
    • Delivery within 15-25 business days after dispatch
    • Basic tracking available

Please Note: Delivery times are estimates and may vary depending on customs processing in your country. We ship globally except to certain Asian and remote regions.

Returns & Exchanges

We stand behind our products and want you to be completely satisfied with your model-building experience. If you need to return or exchange an item, please review our policy below.

Eligibility Requirements

To qualify for a return or exchange:

  • Request must be made within 15 days of receiving your order
  • Item must be unused and in original packaging
  • All original parts and accessories must be included
  • Item must be in the same condition as when received

Non-Returnable Items

Due to the specialist nature of some products, we cannot accept returns on:

  • Opened balsa wood kits (due to material fragility)
  • Assembled or started model kits (plastic, architectural, or matchstick kits)
  • Custom-ordered or special request items
  • Clearance/sale items marked as “final sale”

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us:
    • Email [email protected] within 15 days of receipt
    • Include your order number, item details, reason for return, and preferred resolution (refund/exchange)
  2. Receive Authorization:
    • We’ll respond within 2 business days with an RMA number and return instructions
  3. Package Securely:
    • Repackage item in original packaging with all materials
    • Include a copy of your order confirmation
  4. Ship Back:
    • Send to: Model Craft Shop Returns, 24 Smithfield Rd, St. Asaph, GB CH8C 1ZU
    • We recommend using a trackable shipping service

Refund Processing

Once we receive and inspect your return:

  • We’ll notify you of approval/rejection within 2 business days
  • Approved refunds processed within 5 business days
  • Refunds issued to original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 7-10 business days for refund to appear in your account

Exchange Processing

For exchanges:

  • Processed immediately upon receiving your return
  • You’ll receive confirmation with tracking information
  • Standard shipping times apply (10-15 days DHL/FedEx, 15-25 days EMS)
  • We cover shipping costs for replacement items

Damaged or Defective Items

If you receive a damaged item (e.g., broken die-cast model or incomplete plastic kit):

  • Contact us immediately at [email protected] with photos
  • We’ll arrange replacement or refund at no additional cost
  • In some cases, we may request return of damaged item for quality control

Return Request Template

To help expedite your return, you may use this template:

Subject: Return Request – Order #[Your Order Number]

Dear Model Craft Shop Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Item(s) to return: [Product Name(s) and Quantity]

Reason for return: [Please specify]

Preferred resolution: [Refund to original payment method / Exchange for (specify product)]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or our specialist products. Contact us at [email protected] and we’ll respond promptly.

Policy Note: This policy applies to all orders shipped globally, except for customers in excluded Asian and remote regions. Policy last updated: [Insert Date]