Shipping policy
Shipping Policy
We aim to process and dispatch orders as quickly as possible. Orders are normally dispatched within 2–3 working days, excluding weekends and bank holidays. During particularly busy periods, dispatch may take slightly longer.
UK delivery
Orders are sent mainly using Royal Mail or Parcelforce Worldwide. The delivery service used will depend on the size, weight and value of the order.
Available delivery options and charges will be shown at checkout before payment is completed. Estimated delivery times begin once the order has been dispatched and are not guaranteed unless a guaranteed delivery service has been specifically selected.
Tracking details will be provided by email where a tracked service is used.
Delivery addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order. Please contact us as soon as possible if an address needs to be corrected.
We cannot guarantee that an address can be changed once an order has been dispatched. Additional postage charges may apply where an order is returned to us because the address supplied was incorrect or incomplete.
Delayed or missing orders
Although most orders arrive within the expected timeframe, delays can occasionally occur once a parcel is with the delivery provider.
Please check any tracking information provided and allow a reasonable period for delivery. Royal Mail and Parcelforce apply their own timescales before a parcel can officially be treated as lost.
If an order has not arrived within the expected timeframe, please contact us with your order number so that we can investigate it with the delivery provider.
Damaged parcels or missing contents
Please inspect your order when it arrives. If an item is damaged, incorrect or missing, contact us as soon as possible and include:
- Your order number
- A description of the problem
- Photographs of the item and packaging where relevant
Please retain the damaged item and all original packaging while the matter is investigated, as the delivery provider may require these as evidence.
Where goods have been damaged in transit, supplied incorrectly or lost during delivery, we will arrange an appropriate replacement or refund.
Delivery responsibility
We remain responsible for the goods until they have been delivered to you or to a person nominated by you.
Where you independently instruct the delivery provider to leave a parcel in a safe place, with a neighbour or at another nominated location, the parcel may be treated as delivered once it has been left according to those instructions.
International delivery
International delivery is only available where an international shipping option is shown at checkout.
Customers receiving orders outside the United Kingdom are responsible for any applicable import duties, taxes, customs fees or handling charges. These charges are not included in the order total unless expressly stated at checkout.
International delivery times may vary because of customs processing and circumstances outside our control.
Delivery timeframe
Unless a different timeframe has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the order is placed, in accordance with UK consumer rules.
Contact us
For questions about delivery or an existing order, please contact Manor Models using the contact details provided on our website.