Shipping and Returns

Shipping and Returns


Shipping

If you are a new customer to Al's Hobbies, and have not ordered from us before goods can only be sent to the address the payment card is registered to. This is to prevent card fraud and is for your protection as well as ours. This is the policy of our merchant service provider. If however, you are a repeat customer we can ship to an alternate address. Exception to this rule appertains to British Forces Personnel serving overseas, in which case you should telephone our internet order department on 0044 (0)1908 313142 who will endeavour to assist you.

Tax Charges

For orders delivered within the UK or the European Union, VAT must be paid. Orders to other countries are exempt from VAT.

Postage, Packaging and Handling Charges

Our web site will, where possible, provide you with the postage cost for your order. Where this is not possible, we manually calculate the cost of postage for each order. Minimum postal charges for delivery within the UK Mainland are as follows: Small Packets/parcels £4.50 despatched by Royal Mail recorded delivery (small packets within the uk only). Medium Size Packets/parcels £6.00 despatched by Royal Mail recorded delivery Large Packets/parcels ie model kits etc., despatched by Courier (next day delivery) are typically £9.00. To get a postage estimate, please contact our internet Order Department on 0044 (0) 1908 313142 Some remote areas are subject to remote area surcharge. Online postage estimations should take these into account.


Returns


Postal Service

No items will be replaced or refunded without first receiving the goods back. Do not use express services to return items to us or we will be unable to refund you the full cost paid. If the item exceeds the level of compensation offered by the standard recorded delivery we will refund you if you choose to use a special delivery service.

As-New Goods

No product will be considered 'as-new' unless it is still in the condition in which the customer received it. This includes all product packaging as shipped to the customer. A product that has been used or attempted to be used will not be considered 'as-new'. Customers may return as-new goods within 14 days of purchase for a refund of the purchase price in accordance with statutory rights. This does not cover other costs such as postage.

Faulty Goods

Customers who believe they have a faulty item should seek our assistance before returning the items. If goods are returned with fault, they will be sent back to the supplier. We will wait for the suppliers decision regarding the item before replacing or refunding the goods. If the supplier decides the item has been damaged by the customer, no refund or replacement will be given. Shipping and packaging charges for returning merchandise that proves not to be faulty, will not be borne by us. Any unnecessary charges incurred by us may result in being billed back to the customer unless other prior arrangements were made.

Damaged Goods

Customers have no right of return on goods they have damaged regardless of if the damage was intentional or accidental. It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition. If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received. Any claims in respect of damage, shortage or manufacturing faults must be made in writing to: Al's Hobbies 28 Stratford Road Wolverton Milton Keynes MK12 5LW or by telephone to 01908 313142 within 3 days of receipt of merchandise. Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call us on Tel: 01908 313142 immediately. Save all packaging material and paperwork; do not throw anything away! On some occasions the couriers have asked to see any damaged packaging.

Incorrectly Sent Items

If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as-new condition. It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence happens. If this is the case for you then please contact us to let us know what has happened and return the item as soon as possible. We will not dispatch replacements to you with out the incorrectly sent item being returned to us. This is to protect ourselves and our customers from prices increases.


Order Processing


Additions To Orders

As we begin processing your order immediately after receiving it, it may not always be possible to amend or add to the order. Should you wish to add other items you will need to place a separate new order, and upon receipt of which we will endeavour to add it to your existing order if we are able to. This can only occur providing the original order has not already been processed. If you wish to cancel a recently placed order please telephone our web order team on 01908 313142. International callers call 00441908 313142 or e-mail us at whereismyorder@alshobbies.com. Our opening times are 10am to 6pm.

Postal Losses

If items are lost or damaged on their way to you, we must await confirmation from the courier or postal service used that the parcel was lost or damaged before we can resend items. Delivery Schedule Most orders received by 12 noon are despatched the same day, however, delivery times can vary depending on stock availability and demand for our services. We always process orders as quick as is possible. All parcels we despatch require a signature as proof of delivery. In the event where our carriers have left a card stating that a delivery has been attempted, you must act upon this card information and contact the carriers direct to arrange another delivery time as soon as possible. Failure to do this will result in the parcel being returned to Al's Hobbies which will incur extra charges amounting to £12.00 Please allow 72 hours before contacting us to advise that an order has not been received. We will be able to supply a tracking number to ascertain the current delivery schedule. You can contact our web order team on 01908 313142. International callers call 00441908 313142 or e-mail us at whereismyorder@alshobbies.com.