Shipping & Returns

Shipping & Return Policies  

This is a summary of our Shipping & Return Policies, further details can be found in our FAQs page. If you have further questions or need help please Contact Us and we will be happy to assist you.

Processing & Despatch Times 

Under most circumstances orders placed by 4pm Monday to Friday will be packed the Same day and Shipped the Next Day.
Orders placed after this time will be packed the following day and can either be shipped that same day or at worst the following day.

Any orders placed on Friday after 4pm and on Saturday will be shipped Monday. Orders placed on Sunday will be packed Monday and shipped Tuesday.

In exceptionally busy periods like Christmas time we ask that you give us an extra 24 Hours grace but we do our very best to keep to our normal Shipping Policies.

Payment Methods

Online Website Payments

If paying online you can check out using any one of our Secure Online Payment platforms PayPal, Stripe or Clearpay By using these reputable secure payment platforms, it ensures that your card details are always kept safe and that all security checks are cleared before your payment is processed.

When we receive notification of your order and your successful payment, your order will then be processed and shipped within 24 to 48 Hours


Payment over the Phone During Business Hours

If you select this option, then we receive notification or your order and that we need to await your payment. We then reserve your item and await your call. When you call us we will the take your card payment over the phone using your details that you verbally provide. Once we process your payment and it is successful we will then process and ship your order within 24 to 48 Hours.

All card details taken over the phone are only done verbally on a one-time basis only. 

We do not write down or store your card details.

We only ever reserve unpaid items for two working days. No goods will be shipped until they are paid for in Full- See Terms and Conditions

    Where We Ship to

    Packaging

    We take great care in ensuring that your order is well packed and held secure during transit.

    We do use a mixture of both newly sourced and reused packaging that we receive from our suppliers.
    This helps us keep our shipping costs to a minimum but to also help the environment.
    Packaging maybe improvised but will always be strong and secure.

    Our packages are unbranded and discreet, to aid security during transit

    Sorry but unfortunately we do not gift wrap. 

    Returns & Refunds

     
    Sudden Change of Mind or Rectification of Mistakes when placing Orders


    You are legally entitled to change your mind and obtain a refund or change your order. Please Contact or Call Us with your request within 24 Hours to avoid your order being shipped.


    Returning Damaged or Faulty Items

    If you find any item you have received is damaged or faulty please Contact or Call Us within 30 Days of receipt of your item(s). 
    We will require you to return the item(s) to us first and then can offer you either an exchange for your item(s) (if in stock) or full refund with the addition of any of your return postal/handling charges should your claim of faulty or damaged goods is verified as being true. We will ship any exchange item(s) to you free of charge.


    Returning Unwanted Goods

    If there is no fault with or damage to any item but you want to return it for any other reason, please Contact or Call Us within 30 Days of receipt of your item(s). From there you can either have an exchange item or a full refund. You will have to return any unwanted item at your expense, and we would need to receive the item(s) back in order for you to be fully refunded.

    We strongly urge that you carefully consider all your purchases before making them online so there are no difficulties in trying to return unwanted goods. If you want to ask before you buy then don't be afraid, we would rather you be confident in you knowing what are purchasing is right for you. Contact or Call Us


    Lost Parcels

    We aim to ship most items within 24 to 48 hours after us receiving your order.

    Should you find that your item(s) have not been received in 7 Working Days (UK Delivery only), please Contact or Call Us so we can look into why your item(s) are missing or delayed. We can only offer you an exchange or refund if your item(s) are proved genuinely lost during shipping.

    International Deliveries may take longer, so we suggest you allow up 14 Days past your expected delivery date before you Contact Us.

     For UK Orders Including Isle of Man, & Chanel Islands 


    We mostly send Items by way of Royal Mail for small and medium sized parcels up to 20kgs.


    For larger sized parcels we use Parcelforce Worldwide Express 48.


    As an alternative we offer Evri either Standard or Next Day. Normally with Proof of Delivery.


    Free 48 Hr. Tracked Shipping is offered on orders totaling £30 and more. An upgrade to 24 Hr. Tracked Shipping is offered for a small extra charge. A signature is required if your order is of a higher value. (UK Destinations only)


    We do reserve the right to change the Courier either for economics or we have concerns with the security of your order with your chosen courier.


    WE ARE NOT RESPONSIBLE FOR ANY DELAYS LOSSES OR ERRORS IN THE POSTAL SYSTEM



    For International Orders  


    (Countries Currently Excluded are Russia, North Korea, Belarus & South Africa)



    We ship small items to European and Worldwide Destinations using Royal Mail or any other Trusted Courier. We use a tracked postal service on any order for traceability and protections against loss.


    All goods shipped to destinations outside the UK are charged at a Zero Rate of VAT.


    Please note that we will gladly ship to your chosen International Address, but any payment of Import Duties, Handling Fees and Customs Charges that are imposed on Goods after shipment are the responsibility of you as the customer to pay as we are not liable for this. 



    If you are from any one of the Excluded Countries listed Above Your Order Will Cancelled and Money Refunded.


    We do reserve the right to change the Courier either for economic reasons or we have concerns with the security of your order with your chosen courier.



    WE ARE NOT RESPONSIBLE FOR ANY DELAYS LOSSES OR ERRORS IN THE POSTAL SYSTEM



    Notifications & Tracking of Orders

    For all online orders we send all notifications by email from 'Matt from M & V Models' (Please Check Your Junk Folder if you can't immediately see them in your Inbox)


    When You Place an Order, you will be sent an Email from confirming your order details along with a Copy of Your Invoice.

    Your order will always start with a Default Status of 'Awaiting Processing'.

    Your Order will go through a 'Processing' Status and then 'Shipped' along with a Tracking Number if a tracked shipping Service is Included with your Order. Your email and Phone Number (If Provided) will also be entered when generating a shipping label with the selected Couriers for them to notify you of your parcels journey.


    A Notification Email Gets Sent to You every time the Status of Your Order Changes.


    If we ever come across a problem or discrepancy with your order that may prevent it from being shipped or for any other reasons we will contact, you by email. 

    We do monitor tracked Parcels ourselves and when we know your order is Delivered we marked it as 'Delivered' and an Email is sent to you to confirm this.

    Any 'Cancelled' and/or 'Refunded' Orders are also confirmed to you by email.

    We also Notify you by email if your Delivery is 'Cancelled' or it has been 'Returned'.

    When Using our Collect in Store option with your Order, we will notify you by email that your Order is 'Ready for Pick Up'

    You can check the status of your order by clicking on Track Orders on the Shop Page. Using your Email Address, you can sign in with the sign in link that will be sent to you for you then to view and track your orders.

    If you are still not sure you can always Contact Us or Call Us to find out and we will be happy to help you

    How to contact us if you have further questions, need help or if there's any issues.

    If you have any general questions your order you can contact us at contactus@mandvmodels.co.uk or call us on 01789 766755 where we would be happy to help you.
    M & V Models (Our Place)
    Swan Street
    Alcester
    Warwickshire
    B49 5DP

    01789 766755
    Last Modified December 2024