Delivery & Returns Policy

Thanks for shopping at Redflare Model Studios.
We want you to be happy with your product but if you are not entirely satisfied with your purchase, we’re here to help.

The follow sections and information detail our standard policies regarding our service. We strive to provide quality products, and hope that there are no issues with your order but please review the following sections before getting in touch.

Turnaround

We do try to ship all orders within 3-5 working days from your order but some items might take longer to process – including those that require custom work. Our hours of business are Monday – Friday 9:30am to 5pm. Orders made over a weekend will be processed on the following Monday. If the studio is closed for vacation, we will post a notice on the website and orders will be fulfilled once we are back.

Carriers

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

  • Royal Mail
  • Parcelforce
  • Evri
  • DHL
  • FedEx

Order Tracking

When you order, you have the choice of your shipping option. If a tracking number is provided by the preferred shipping carrier at the cart, we will update your order with the tracking information once the goods are leaving the workshop, 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.

Redflare/White Hart Media is not liable for any missing mail items and we recommend that you opt to ship your product by one of the services that provides guarantees and insurance on your goods if you have concerns. Typically, items posted by standard overseas mail from Royal Mail can take up to 25 days to arrive and this is subject to local courier availability. If no tracking option was purchased, we cannot assist you with the goods that have been delayed or mislaid.

Shipping Rates and Fees

The rate charged for the shipping of your order is based on the weight of your products, the size of the parcel, and your location. We use dynamic prices from Royal Mail and these are subject to change. 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.

Buyers are responsible for any customs and import taxes that may apply and VAT is charged on all goods at source in the UK but import duties may apply in your local country. We are not responsible for delays due to customs or fees that may need to be paid (an example would be during the Christmas Seasonal period). Shipping Rates are subject to change and we comply with UK shipping rules. If you prefer, do order from our ETSY Store to avoid any VAT fees you may due to local customs charges.

Back Orders and Pre-Orders

If an item from your complete order is on pre-order, or the item goes on backorder for any reason due to high demand, we will only ship you the products once all items are ready to be shipped together. We do not ship orders in part to avoid issues with missing packages or incorrect orders.

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. We cannot accept returns on painted or commission/custom products that have been created. We have the right to amend this Returns Policy but it does not affect your UK statutory Consumer Rights. 

Items not covered by this returns policy are:

  • Custom production sizes of a model item or hand-painted models
  • Personalized Decal artwork

NOTE: You are responsible for paying your own shipping costs for returning your order unless the item is faulty. 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.

To return an item to us, please mail it to the following address:
Redflare Models, c/o White Hart Media Limited, 79 Lansdown Road, Gloucester, GL1 3JD, United Kingdom

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

IOSS Shipping to EU Countries

The Import One-Stop Shop (IOSS) is new legislation from 1 July 2021 to comply with VAT e-commerce obligations on distance sales of imported goods. Items shipped to Europe may be subject to local customs charges which White Hart Media is not liable for. Please consult your local customs office for more information. Orders over 150 euros are exempt from this charge.

If preferable, order direct from our ETSY store as IOSS fees are covered in these purchases.

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.

Missing Items

Redflare Model Studios are 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 package 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 and cannot issue a refund.

Contact Us

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