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Whenever I buy something on-line I want to have confidence that I'll get what I ordered. That's especially true from small outfits that I haven't used before. So here are some of our process details.
Out of stock?
If you try to order more kits than can be made in a sensible timeframe then you will find it's not possible to go to checkout. Should that happen please contact us! I do limit inventory levels as a crude way to limit excessive manufacturing demand. Thanks for your understanding.
Payment - security first!
We use Paypal, and at checkout you will be taken to Paypal's secure site. We have no access to any of your financial details entered there, you do not need a paypal account in order to make payment - you can simply enter your credit or debit card detail as a guest.
Other ways to pay? We don't take cash or cheques unless we can hand-over the kits in person, but we will not do so by mail. This is for your security as well as ours. Sorry for any inconvenience.
Who is Smokey Creek Models???! While at Paypal's website you may see a message saying you will be returned to "Smokey Creek Models". Don't worry!. Kitwood Hill Models is the trading name of Smokey Creek Models. In time this anomally will go, once the banking arrangements have been sorted out. Your Credit/Debit Card bill will show "Kitwood Hill" or "Kitwood Hill Models"
Order confirmation and order processing time
When your order has been accepted you will receive an email confirming the details of the order. This is an automated response of checkout completion. Please do double check the details - especially the delivery address. If you spot any problems contact us by email immediately. If we can correct the issue before shipping that's useful!
This isn't Amazon! I am one guy in a shed! Small items typicallyget shipped in a few days but turntables and large structures are made in small batches every 4 to 6 weeks. Sometimes you get lucky because I have just done a batch and your order ships within a couple iof days, other times your order will be just after a batch has gone and in might take up to 6 weeks until the next one is done.
If you pile a whole load of stuff into your order, that's great to optimise shipping cost, but bear in mind that will also take longer.
In times of high demand this does stretch out but I'll endeavour to keep you informed.
Shipping costs
When you place an order, the system will calculate shipping cost based on the total weight of the order, delivery address, and shipping options you choose. I try to keep the costs down - however if you think the automatic calculated price is a bit rich, then please drop me an email with your postcode/zipcode and I'll see if there is some other way. This can be the case particularly with multiple item purchases.
There maybe additional customs charges due on your orders. While we are nice people, we cannot pay those for you. With The exception of the USA, (amazingly!) international shipments usually require customs and/or local tax to be paid before the carrier will release the delivery to you. We have big hassle and import tax here in the UK when buying from overseas, but we hope your taxes and customs charges aren't as high as ours!
International shipping - not all countries.
While we can arranging shipping to virtually any address in the world, for practical reasons the countries presently available at checkout are mostly limited to N.America, Australasia, and Europe. If you get an "unable to ship" message, please contact us by email so that we may give you a quote for shipping. We want to make sure that we are able to arrange problem-free delivery of your order before taking your hard-earned cash.
When your order has been processed and handed over to the shipping carrier you will be advised by email that its on its way to you, together with shipping details.
Shipping times
We use the services of the good folk at Royal Mail.
Within the UK mainland you should receive your parcel within 3-4days of receiving the shipping confirmation. larger items are sent signed-for
Outside the UK we are at the mercy of the shipping agents Royal Mail use as subcontractors. Some of those have an outstanding service, others don't. Those deliveries are usually tracked and will require signature unless its a PO box, There maybe additional customs/tax charges that may delay delivery. General rule of thumb: USA: 10 days. Australia and NZ: 2 weeks. Canada: 2 to 4 weeks (depending if CP has fed the huskies) Europe: 1 week.
Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. Alternatively just contact us by email or phone, explaining the issue. See "contact us" page for details.
Trade sales.
NONE AVAILABLE. This business is intended for direct sales to modellers. I am not geared up to supplying trade or resllers. This way the costs are kept sensible to the end modeller. There is absolutely no discount available. There are no profit margins built in to give away to trade, so sorry. Also I treat every customer as an end user. So if you order 2 of something there is a very high probability that those items will come in the same packet, not 2 separate packets.
VAT.
I am not VAT registered. So if you are outside the UK then its not possible to get a saving by claiming VAT exemption.
