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.
We do try to ship all orders within 3-5 working days from order but some items might take longer 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 vacations, we will post a notice on the website and orders will be fulfilled once we are back.
We use the following UK postal carriers to deliver our orders:
- Royal Mail
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. 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.
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. 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 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.
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.
NOTE: 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.
To return an item to us, please mail it to the following address:
Redflare Models, c/o White Hart Media Limited, 49 Chiltern Road, Hertfordshire SG7 6LT, United Kingdom
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 are now covered under UK Law and can be refunded.
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.
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.
If you have any questions on how to return your item to us, contact us using our online form or via email.