Frequently Asked Questions (FAQs)
Ordering & Payment
How do I place an order?
Browse our products, add items to your basket and proceed through our secure checkout. You can check out as a guest or create an account for faster future purchases.
What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Maestro), PayPal, and Apple Pay. All payments are processed securely through encrypted systems.
When will my payment be taken?
Payment is taken at the time of order placement. For pre-orders, payment is taken when items are dispatched from our warehouse.
Delivery & Shipping
What delivery options do you offer?
We offer Standard (3-5 working days) and Express (1-2 working days) delivery. For full details on delivery times and costs, visit our Delivery Information page on modelandkits.com.
Do you deliver internationally?
Yes, we deliver to most countries worldwide. Shipping costs and delivery times vary by destination and will be calculated at checkout.
Can I track my order?
Yes, once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number and a link to track your parcel.
Returns & Refunds
What is your returns policy?
We offer a 30-day returns policy for items in their original condition. Items must be unopened and in original packaging with all seals intact.
How do I return an item?
Please initiate your return through your account on modelandkits.com. Print your returns label and include the completed returns note with your package.
When will I receive my refund?
Refunds are processed within 5-7 working days of us receiving your returned items. The money will be returned to your original payment method.
Products & Stock
Are your products in stock?
All products shown as available on our website are in stock. We update our stock levels regularly throughout the day.
Do you restock sold-out items?
We regularly restock popular items. You can sign up for restock notifications on product pages on modelandkits.com.
What if I receive a damaged item?
Contact us immediately via modelandkits.com with photos of the damage. We’ll arrange a replacement or refund.
Account & Technical
How do I create an account?
You can create an account during checkout or by visiting the “Create Account” page on modelandkits.com.
I’ve forgotten my password – how do I reset it?
Click “Forgotten Password” on the login page and enter your email address. We’ll send you a link to reset your password.
How do I unsubscribe from marketing emails?
You can unsubscribe by clicking the unsubscribe link in any marketing email, or by updating your preferences in your account settings.
Scale Models & Kits
What skill level are your models suitable for?
We stock models for all skill levels from beginner to expert. Check product descriptions for recommended skill levels.
Do you include glue and paints?
Kits generally don’t include glue, paints or tools unless specifically stated in the product description.
Are instructions included?
Yes, all kits include comprehensive assembly instructions.
Still have questions?
If you can’t find the answer you’re looking for, please contact our customer service team through the help section on modelandkits.com. We’re here to help and usually respond within 24 hours.