Shipping & Returns

DELIVERY COSTS

Wonderland Models deliver throughout the UK and Overseas. 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 you 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.

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, please click this link for an in-depth guide.

CHARGES & OPTIONS

UK STANDARD SHIPPING

Total order value (including postage) up to £70 p&p £4.99 (delivery within 2-5 days)
Total order value (including postage) over £70 p&p £7.99 (delivery next working day) By Courier.Please be sure to give us your mobile phone number when ordering as DPD offer an email/text message option to enable you to receive notification of despatch and estimated delivery time. The express service requires a signature on delivery.

Heavy items will incur a surcharge which is added at the checkout. Non-mainland UK destinations attract a £6 surcharge for next day delivery. All Northern Ireland postcodes also attract this surcharge. Delivery to these destinations may be 2 days. We do not ship to PO Boxes and BFPO addresses, including Parcel Motel and other virtual addresses, but are hoping to be able to offer this service in the future.

These postcodes also require a £6 surcharge:

HS1-9
KA27
KW15-17
PA20
PA41-49
PA60-78
PH42-44
ZE1-3
BT (Northern Ireland) all £6 surcharge
IM Isle of Man all £12 surcharge
Guernsey and Jersey £12 surcharge

SHIPPING OF HEAVY, BULKY OR RESTRICTED ITEMS

As outlined above, 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.

HEAVY OR BULKY ITEMS

Examples of these products are our wooden dolls houses, castles, farms and playmats, large scale plastic model kits, large radio control models, model railway and Scalextric sets and archery sets.

RESTRICTED ITEMS

Due to the methods used by Royal Mail to ship their parcels across the UK, they will not carry certain products. Amongst those prohibited or restricted products are the following items:

  • Lithium Polymer (LiPo) batteries and products containing them. This affects most of the radio control cars, aircraft and helicopters. 
  • Toy Guns caps. These are classified as explosives and have to be sent by courier. 
  • Pressurised containers. This includes all aerosol paints, airbrush propellant and airbrush cleaners and air gun propellant canisters. 
  • Paints, Varnishes and Glues etc. Many of the modelling accessories contain volatile solvents which cannot be shipped by Royal Mail. We can still post water-based acrylic paints by Royal Mail at the moment. 

For more information about Royal Mail's prohibited and restricted products go to this section of their website: 
http://www.royalmail.com/business/help-and-support/tell-me-about-prohibited-goods
We can ship most of the restricted items listed here by courier within the EU but cannot send them anywhere else in the world by Royal Mail or Courier service.

INTERNATIONAL, MINIMUM RATE £18 PLUS ANY SURCHARGES

There is a minimum shipping charge of £18 for all overseas orders depending on your destination. You will therefore be charged whichever is the higher amount of £18 and the actual cost of shipping. For accurate overseas delivery costs please see the table below. This is the cost for any one parcel up to 31.5 Kg in weight and no more than 1.75 metres in length.

International deliveries are divided into Zones and different zones have different costs and delivery times (times stated are average times). The costs stated below are per parcel.

Parcels to

Zone 1 2 Days £18.00
Belgium, France, Germany, Luxembourg, Netherlands, Republic of Ireland
Zone 2
 3 Days £21.00
Austria, Denmark
Zone 3 
3/4 Days £25.00
Czech Republic, Italy, Slovakia, Spain
Zone 4
 4/5 Days £32.00
Croatia, Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden
Zone 5
 4/6 Days £38.00
Bulgaria, Greece,  Latvia, Lithunia, Romania

We now no longer ship to the following countries:

Australia, New Zealand, Canada, Japan, UAE, Singapore, Hong Kong and the USA.

We cannot be held responsible for the late delivery of parcels.

WILL I HAVE TO PAY CUSTOMS FEES ON MY ORDER?

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.

POSTAL LOSSES

If items are lost or damaged on their way to you, we must await confirmation from the courier or postal service used that the parcel was lost or damaged before we can resend items. Placing a claim to have the value of the item refunded can take between 15 and 30 days. We require written confirmation from the customer before any claim can be processed. The best way of doing this is to send us an email outlining your order number along with your name and the delivery address.  In some cases we will not be able to despatch a replacement until this claim is complete.

CLAIMS

Upon receipt of your order please check the contents carefully as shortages/discrepancies/damages must be notified within 48 hours of receipt.

 

Returns & Refund Procedure

It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible. As per the EU Distance Selling Directive, you are entitled to return ordered goods within 14 days of receipt if you change your mind. This period is extended to 30 (thirty) days for faulty/damaged goods. This period period begins on the day after you (or any person who you nominate to take delivery), receive the Goods. This is the "cooling off period".  

We will always offer you either a repair, exchange or refund. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

The returned goods must be unopened and unused and in the same condition as when dispatched by Wonderland Models. If you wish to return goods under these circumstances you must do the following: -

We require cancellations in writing. When returning goods we recommend that you obtain proof of postage. 
We shall refund the cost of the goods, minus the postage charge, to the original account charged. Once the returned goods have been received in a satisfactory condition we shall refund the original account charged within 14 days. Customers are liable for the costs involved in returning unwanted goods to us.
If the goods you receive are damaged please contact us immediately. You can return the damaged products for a replacement or full refund. Do not use express services to return items to us or we will be unable to refund you the full cost paid. Postage refund will not exceed the amount originally paid. If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

As per the EU Distance Selling Directive this policy is only applicable to online/mailorder purchases, in store purchases will be refunded for store credit.

The return postage cost will not be refunded where the goods are unwanted or the customer has changed their mind.

Faulty Goods

No items will be replaced or refunded without first receiving the goods back. If goods are returned with fault, they may be sent back to the supplier or inspected in store. 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. In the first instance 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. We would always advise this course of action for the quickest remedy.

Damaged Goods

It is the customer's responsibility to carefully check that all merchandise received is undamaged and in good working condition.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please call us on 0131 229 0797 immediately. Save all packaging material and paperwork and do not throw anything away! On some occasions the couriers may ask to see any damaged packaging.

Postal Service

Do not use express services to return items to us or we will be unable to refund you the full cost paid. Postage refund will not exceed the amount originally paid in your order.
If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

Incorrectly Sent Items

If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as new condition.

It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence does happen. If this is the case for you then please contact us to let us know what has happened and return the item as soon as possible. We will not dispatch replacements to you without the incorrectly sent item being returned to us. This is to protect ourselves and our customers from prices increases.

Refund Policy

We will refund in accordance with the returns policy shown above. We will not issue refunds once the packaging has been opened, unless they are faulty.

Delivery charges

Shipping and packaging charges for returning merchandise will not be borne by us, unless prior authorisation has been obtained. We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. Any charges incurred by us may result in being billed back to sender unless other prior arrangements were made.