Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in new, unused condition, with tags, and in its original packaging. You will only need your order number to initiate a return.

To start a return, please use the direct email submission form at the bottom of this page, or contact us at customerservice@modelrealm.co.uk.

How to Start a Return

Once your return request is accepted, we’ll provide you with instructions on where and how to send your item. Please note:

Return Shipping Costs: Customers are responsible for return shipping costs. We currently do not provide prepaid return labels.

Return Address: Items should only be returned to the address we provide in our instructions. Items sent back without prior authorization will not be accepted.

You can always contact us with any return questions at customerservice@modelrealm.co.uk.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We’ll work quickly to resolve any issues.

Exceptions / Non-Returnable Items

We cannot accept returns for:

Custom products (including special orders or personalized items)

Sale items and gift cards

Clearance offer & special order items, as we cannot accept returns on products that have been specifically ordered for a customer and are not standard stock lines.

Please contact us if you have questions or concerns about your specific item.

International Returns

For customers outside the UK, please contact us within 5 days of receipt if you wish to initiate a return. We do not accept change of mind on international orders. Please ensure that the item is:

Important: Do not attempt to return any goods from outside of the UK without contacting us first. Any unauthorized returns will be refused. In this event, the package is likely to be returned to you, and you will be liable for any charges. When you return goods, any customs liabilities will be deducted from the amount refunded.

Note on Postage: Please be aware that we do not refund any postage costs for international returns. Customers are responsible for return shipping costs, and we cannot refund the original shipping charges for orders sent overseas.

Refunds

Once we receive and inspect your return, we’ll notify you about your refund’s approval status. Approved refunds will be processed to your original payment method within 10 business days. Please be aware that we will only refund the standard postage cost for the return. If you selected a courier service, the full cost of that service will not be refunded Please remember that your bank or credit card provider may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at customerservice@modelrealm.co.uk.