There is a problem with my model?
If, once you have recevied your model and you are not happy in any way with the quality, or the model has been damaged in transit, simply reach out to us at support@dragonsforge.co.uk and we will try to resolve this to your expectations.
When can I expect my items to be sent?
Once your order has been confirmed, we will add your order to the print queue. We would normally expect to have your order printed, cleaned and dispatched within 3 working days. If we are experiencing any delay to that, we will contact you as soon as possible with a revised expected dispatch date.
UK Delivery
PICK UP FROM FIRESTORM GAMES CARDIFF
If you are local to Cardiff, you may collect your item from Firestorm Games in Cardiff, as this is where our production facility currently resides.
STANDARD DELIVERY
For our Standard UK deliverywe use the Royal Mail 24 Tracked service and should take1-3 days from dispatch*. For larger packages within the UK we may decide to use a different service depending on the best deal we can get to manage the cost. Non-mainland UK orders that are over 2kg will incur an additional charge due to increased costs imposed by the postal/courier services. These will be indicated where possible at checkout or if there is a problem we will contact you to discuss..
*Please refer to Royal Mail for a full explanation of these services and any service updates which may effect delivery times. Please note we are not liable for service delays from Royal Mail.
COURIER DELIVERY
We also offer a courier service within the UK at a standard fee of £6.95. We currently use DPD Local for the majority of our courier services and is usually delivered within 1 working day for mainland UK and offers tracking. Please note that DPD cut off for next day is 2pm
Non UK Delivery
STANDARD DELIVERY
The standard shipping rate for orders outside mainland UK depends upon whether the order is being sent to the European Union or not and the weight/size of the order. Please check the checkout screen for the shipping costs related to your order.
Standard European Union and non-European Union delivery are dispatched with Royal Mail International Priority and normally takes 3-5 working days and 5-7 working days respectively.
Please note that there is no tracking facility on non-UK standard delivery. If you require tracking please select a tracked service. For larger packages overseas we may split parcels so they ship under the Airmail 2kg limit. If an item cannot be shipped via airmail we will contact you to advise of the best method of transport but this may incur an additional shipping charge.
RECORDED DELIVERY
Want proof of international delivery or want it tracked? (tracking in the UK, at the point your items leave the UK and in some overseas destinations) In addition to the standard non-UK delivery options, International Tracked and are available. The price for these delivery options is dependent on the weight/size of your order. International Tracked and International Signed For are usually a day quicker than standard non-EU delivery.
Import Taxes
If you live outside the UK you may be subject to import taxes or customs duty. Please note we do not charge VAT on your order so you may be charged Import Duty by your country's customs office. Unfortunately, we are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges you may or may not be liable for.
What if my order does not arrive?
UK Deliveries
We send the majority of our items via Royal Mail 24 Tracked. Deliveries should arrive within 1-3 working days of being posted. Royal Mail state that 90% of their RM24 mail arrives the next day, however, its not guaranteed. If yours still hasn't arrived they give the following advice:
Is it less than 4 working days since the item was posted to you?
If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.
Has it been between 4 and 14 working days since the item was posted to you?
If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.
Have 14 working days passed since the item was posted to you?
The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.
Please send us an email at support@dragonsforge.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.
NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.
Non-UK Deliveries
Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations use different services.
For deliveries to Non-UK destinations we must wait until 20 working days for deliveries to Europe, and 25 working days for the rest of the World have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.
Please send us an email at support@dragonsforge.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.
NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 25 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.
What happens on Bank Holiday Weekends?
Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the system.