Terms & Conditions

Model Realm Ltd
We differ from the more traditional model shops and the majority of mail order suppliers in the fact we actually aim to hold all items listed on this site in stock, rather than being dependant on our suppliers to fulfill orders. If an item is not in stock, then the add to cart button will not be available and the item cannot be ordered online.

We are constantly expanding our product range.

Our Contact details:
Model Realm Ltd
Kittiwake Cottage
Treknow
Tintagel
Cornwall PL34 0EP
United Kingdom
Email: customerservice [at] modelrealm [dot] co [dot] uk
Company Registration Number:
08438973
VAT Registration Number:GB331107748

Mail order only, as we do not have retail premises,

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

All prices are shown in pounds sterling If you are shopping from outside of the United Kingdom, place your order and your credit card company will convert the transaction into your own currency at a rate prevailing at the time. As a guide, we also show our prices in Euros & US Dollars.

We accept Visa, Mastercard, Maestro, Electron, JCB,Solo and PayPal. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you a dispatch notification or invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

For all orders outside of the UK please complete the checkout process and use the Payment method International orders only. By selecting this we will be able to quote all available delivery options and shipping prices. Once this has been confirmed we will the send a payment details to you. On receipt of the payment your order will be dispatched.

If you would like to Pay by Bank Transfer please select this payment method at checkout, we will then contact you when your order is ready to ship with payment details

We aim to dispatch orders within 2-5 working days of receipt.
However despite our best efforts, from time to time some items do temporarily run out of stock. If your order contains an item or items that are out of stock, we will, at our discretion, wait until all items are in stock before processing your order or send the in stock items to you with the out of stock items either cancelled or backordered.
Please see backorder section under our terms and conditions for more information.
We do not take payment for any goods until they are ready for dispatch.

We use two main shipping companies. Within mainland UK, we offer Royal Mail and UPS. Outside of the UK we offer Air Mail post & UPS. Please note all delivery times are estimates and are quoted from date of dispatch, courier deliveries are Monday to Fridays only.

Free mainland UK delivery on orders over £150. Free Delivery applies only to the UK Mainland, and excludes Isle of Man, Northern Ireland, Scilly Isles, Scottish Islands. The free delivery service is generally delivered within 3 -5 days.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received

If you haven't received you order within 7 days of receiving confirmation of despatch please contact us by email.
Please make sure you check your junk folders as a lot of times any email correspondace from us may end up in the junk folder.

PLEASE NOTE: ALL DELIVERY TIMES QUOTED ARE ESTIMATES AND BASED ON DAY OF DISPATCH

International Orders:

As a customer outside of the UK, please note that the shipping charges you pay to Model Realm cover the shipping cost only and do not include any customs fees, import taxes, brokerage fees, or duties that may be imposed by your country's customs authorities. If, at the time of delivery, you refuse to pay these additional fees, the shipment will be returned to us. In such cases, we can provide a refund for the purchase price of the items, excluding the original shipping costs.

It's essential to understand that Model Realm cannot accurately calculate or predict customs fees, taxes, duties, etc., as they are determined by your country's customs policies and regulations. Occasionally, your order may experience delays due to the customs clearance process. If your order takes more than two weeks to arrive from the moment you receive your shipment notification, we recommend checking with your local customs office to inquire if they are holding the package.

By proceeding with your purchase from Model Realm, you acknowledge and agree to these terms and conditions regarding customs fees and shipping costs. We highly encourage you to review your country's customs policies and regulations to ensure a smooth delivery process. If you have any questions or concerns, please don't hesitate to contact our customer support team.

Out of stock items will be placed on backorder for a maximum of 28 days from order date, unless the products have a long lead time, in which case they will be cancelled.
If we are unable to supply backordered items within this timeframe the backorder will be cancelled.
If you do not require items backordered or wish to cancel a backorder then please inform us.

For orders made from the UK 20% VAT is included. Orders placed from the EU VAT is Zero rated All other orders are VAT free.
Orders shipped outside of the UK will be supplied tax free. Local import duties, taxes and customs clearance charges are the responsibility of the customer.

Our site is fully secure and we have now moved our card processing over to PayPal. When the order is placed on our website, you will be given two options PayPal Express Checkout or continue the checkout process to PayPal Standard Checkout. You will be directed to the PayPal website, you do not need a PayPal account to make payment you can sign in as a guest.

PayPal is the most preferred way to pay online in the UK because it's safer and faster. PayPal stores and safeguards your card and bank details if you have a PayPal account, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet. If you don't have an account you can still use PayPal as a guest and they will process your payment.
By using PayPal this offers the most secure transactions for customers and Model Realm Ltd. Credit card details are not held in any form on the Model Realm Ltd website.

If you need to reach us, please email us customerservice [at] modelrealm [dot] co [dot] uk, alternatively, you can write to us at Kittiwake Cottage Treknow Tintagel Cornwall PL34 0EP United Kingdom . We have no phone service available.

Zero Tolerance Statement

We at Model Realm have a 'zero tolerance' policy and will not tolerate rude, abusive or threatening behaviour towards any of our staff. Any such rude, abusive or threatening behaviour will lead to an immediate termination and voiding of any agreement that may have existed between the perpetrator and Model Realm Ltd.

UK
Goods sold in the UK - Your rights to return goods are protected under the Distance Selling Directive

Customers have the right to cancel goods within 14 working days without giving a reason. In the case of goods, the 14 days commence from when the customer receives the goods. Items must be returned unused, unopened (with any seals and shrink-wrap intact) and in re-saleable condition.

PLEASE NOTE: All returns must be authorised by us, and must be returned in suitable packaging, bearing our returns number on the outside. Returns not complying with these terms may be refused.
Items such as plans which are printed to order are non returnable, As these are specifically printed on request we cannot accept returns on them.
To request a return please email us, our email address can be found on your invoice. Please allow 48 hours for us to respond to your request.

EU COUNTRIES & REST OF THE WORLD
Please contact us within 14 days of receipt of goods to request a returns authorisation number stating reason(s) for return, if authorised all items must then be returned back to us within 30 days of the original delivery, unused, unopened (with any seals and shrink-wrap intact) and in re-saleable condition.
Do not attempt to return any goods from outside of the UK without contacting us first, as there are specific requirements that need to be filled in for customs purposes, any unauthorised returns will be refused. In this event the package is likely to be returned to you and you will be liable for any charges.

If you refuse to pay customs fees, import taxes, brokerage fees, or duties that may be imposed by your country's customs authorities, and as a result, the order is returned to us, please be aware that you will only be refunded for the cost of the goods and not the shipping cost. This policy is in place because shipping costs are non-recoverable expenses incurred by Model Realm during the initial shipping process.

When you place an order with Model Realm, the shipping charges cover the cost of transporting the goods from our location to your specified delivery address. However, if the package is refused at the time of delivery due to unpaid customs fees or related charges, the shipping company will return the package to us, and we will bear the cost of the return shipping.

Since the shipping cost was already incurred to attempt delivery, we can only refund the purchase price of the items themselves, excluding the original shipping charges. We kindly ask our customers to carefully review their country's customs regulations and be prepared to pay any applicable fees to ensure a successful delivery of their order.

If you have any further questions or concerns regarding our refund and customs policy, please feel free to reach out to our customer support team for assistance.

WHAT IS REFUNDED WHEN I RETURN AN ITEM?
For UK order:
When you return an entire order, you will be refunded the price of the item paid at the time of purchase.
When you return less than the entire order, you will be refunded just the price of the items returned.
If your order qualified for free shipping, we will also deduct the shipping cost from the goods returned.
If you are returning goods as not suitable, we have a restocking fee of 10%, on products not returned within 14 days of delivery.
We will return your money within 28 days of receipt of the goods returned.

For orders outside of the UK:

Depending on the circumstances and provided you have authorization to return the order, we will only refund the cost of the goods.