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Delivery & Returns Policy

Thanks for shopping at Wild House Models. We want you to be happy with your purchase but if you are not entirely satisfied with your purchase, we’re here to help.

Turnaround
We do try to ship all orders within 48 hours from order but some items might take longer. Monday – Friday 9am – 5pm.

Carriers
We use the following UK postal carriers to deliver our orders:

  • Royal Mail
  • Parcelforce
  • DHL
  • FedEx

Order Tracking
If a tracking number is provided by the preferred shipping carrier, we will update your order with the tracking information and you will receive an email alert with the details of the number for your personal record. Please note that some orders using standard 1st/2nd Class UK mail, or standard International mail will not have tracking numbers. Wild House Models are not liable for any missing mail items and we recommend that you opt to ship your kit by one of the services that provides guarantees and insurance on your goods.

Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Back Orders
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.

Returns
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging, un-assembled and undamaged. Your item needs to have the (email) receipt or proof of purchase. Since the casting of our kits are all handmade, some small defects can appear in the resin which are not included within the Returns Policy and the UK Consumer Rights. Major defects, significant bubbles or issues with our Lighting Board are covered with the 30 day guarantee,

Sale Items
Sale items are now covered under UK Law and can be refunded.

Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Item that are untraceable and non-refundable as we have no guarantee on returned goods.

MIsing Items
Wild House Models is not responsible or liable for items that go missing in the mail that are shipped using non traceable carriers. Please select traceable methods in the shopping cart if you wish to guarantee delivery. International and European Trackable options are guaranteed and have insurance. If your item is missing we have a policy that unfortunately we cannot offer a replacement item due to lack of proof that the item has not been received.

How To Return Your Item
To return an item to us, please mail it to the following address: WHM, 11 High Street, Baldock, Hertfordshire SG7 6AZ, United Kingdom

You can also contact us if you have any questions using our online form or via email.

Contact Us
If you have any questions on how to return your item to us, contact us using our online form or via email.