Frequently Asked Questions

Order Issues

Can I cancel my order?
If you wish to cancel an order contact our Customer Service team on 0131 229 0797, any time between 10am and 5pm Monday - Saturday. Please have the order number and date the order was placed to hand. In order to cancel an order before it has been dispatched it is essential that you call us immediately and confirm in writing by email. Your order will then be cancelled and any payments made will be refunded to you. Refund payments for cancelled orders will be made to the account originally charged.
I made a mistake. Can I amend my order?
If your order has not yet been dispatched yet we may be able to amend your order. Please get in touch as soon as possible.
I forgot something. Can I add items to my order?
If your order has not yet been dispatched we may be able to add small items to your order. However, we are restricted on how much extra we can charge to your payment. Should you wish to add more than just a tin of paint or tube of glue you will need to place a separate new order. We are unable to amend an order once it has been processed for dispatch.
My order arrived damaged. What do I do?
Upon receipt of your order please check the contents carefully as shortages/discrepancies/damages must be notified within 48 hours of receipt. Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please contact us. It is best to contact us by email so you can attach a photo of the damage. Save all packaging material and paperwork and do not throw anything away! On some occasions the couriers may ask to see any damaged packaging.
I received the wrong items. How do I get the correct items?
We apologise if this rare occurrence has happened to you. Please email us at info@wonderlandmodels.com when you receive your delivery, quoting your order number and attaching a photo of the items received as well as a photo of the entire delivery note. We will get back in touch as soon as possible to resolve this.
What do I do if I find an item is faulty?
If you discover a fault please contact us before returning the item as one of our knowledgeable staff members may be able to advise you on how to rectify the problem without the need of returning the item. If we decide that the item need to be returned we will advise you of the process for this. Refunds or replacement items will not be processed without first receiving the goods back. We may be able to inspect the item in-store to confirm the fault but in some instances we may need to be sent back to the supplier for inspection. Where this is the case you will be kept informed. We will wait for the supplier's decision regarding the item before replacing or refunding the goods. If the supplier or our staff decides the item has been damaged by the customer, no refund or replacement will be given.

Ordering

How do I order from the site?
Once you've found the items you wish to buy and have added them to your cart, you can begin the checkout process by clicking on the "Basket" links at the top right of your screen.
What payment options do you accept?
We accept MasterCard, Visa Debit and Credit, Visa Electron, Solo and Maestro. We use the online bank Sage Pay to authorise all transactions. We also offer you additional security through the verified by Visa and MasterCard secure schemes.
Can I order over the phone?
For our security and yours we do not accept orders over the telephone.
What is your returns policy?
You can view our policy on our Shipping & Returns page.
Why can I only select express shipping on my order?
All orders valued at less than £70 will normally be shipped by Royal Mail First Class Post unless you request shipment by courier. However certain items we sell must be sent by courier either because of their weight or bulk or because Royal Mail will not carry them. For full details please see our Shipping & Returns page.

Delivery

Where is my order?
We endeavour to dispatch orders within 48 hours of receipt. Orders will only be dispatched once payment has been received. Orders are sent by First Class Royal Mail or Fedex Courier or DPD Local Courier (to mainland UK and Europe) and are usually received within 2 - 3 days, however, delivery times can vary depending on stock availability and demand for our services. We always process orders as quickly as is possible. If you haven't received your order within 5 days of receiving confirmation of despatch please contact us by telephone or email. We will trace your order and try and ensure that you receive it as quickly as possible. We endeavour to achieve our delivery targets but we will not be liable for any loss caused to you by late delivery.
Do you do next-day delivery?
We do offer an express shipping option. Express orders must be ordered before 2pm for next day delivery. Express delivery couriers endeavour to deliver as fast as possible on a next working day service Monday to Friday. Our couriers do not deliver on a Saturday. Express delivery orders placed between 2pm on Thursday and 2pm on Friday will be shipped on a Friday for delivery on the following working day which would be Monday. Similarly orders placed after 2pm on Friday will not be shipped until the next working day which is Monday for Tuesday delivery. If the Monday is a Bank Holiday then it will be shipped on Tuesday for Wednesday delivery. We are currently using the new Predict & Follow My Parcel DPD Local service
How much does delivery cost?
Our current shipping costs to UK mainland address are £4.99 for standard delivery and £7.99 for express delivery. Certain UK addresses may incur an additional shipping cost, which will be calculated during the checkout. We also offer international shipping. For full details please see our Shipping & Returns page.
The tracking details say my order has been delivered , but I have not received my order.
In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let us know and we can investigate this further for you.
Will I have to pay customs fees, handling charges, taxes, etc?
Your order may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. Unfortunately, Wonderland Models has no control over these fees. Please contact your local customs office for more information. The shipping charges you pay to Wonderland Models only cover shipping cost, and do NOT include customs fees, import taxes, brokerage fees, or duties. If payment of additional fees is refused at the time of delivery, the shipment will be returned to us. At that point, we can refund your purchase price, not including shipping costs. Wonderland Models has no way of accurately calculating customs fees, taxes, duties, etc. On rare occasions, your order may be delayed due to the customs process. If your order takes more than two weeks to arrive from the moment you receive your shipment notification, check with your local customs office to see if they are holding the package.

Pre-Orders

When will my pre-order be shipped?
We always aim to dispatch pre-orders on the day we receive them from the suppliers. Delays are possible and release dates are subject to change.
Only one item on my order is a pre-order. When will I receive my other items?
When this is the case you will have the option at checkout to have all items sent together, in which case the other item will be reserved until the preorder item comes in, or you can choose to apply an additional postage charge so that the items can be sent separately.
Why does the date of my pre-order item keep changing?
Release dates are determined by the manufacturer's expected shipping date and the importer's estimated arrival date. Unfortunately delays are possible so pre-order dates are subject to change.
The item I want is out of stock. How do I know when it will be available?
Most items can be obtained from the suppliers within a few days and will be dispatched as soon as they arrive with us. Where items have sold out at the suppliers and they indicate an estimated restock date we will show this on our online store. Please be aware these dates are subject to change. If we find that an item is not available from the suppliers we will contact you before proceeding with your order.