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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 add to cart. Should that happen please contact me! I do limit inventory levels as a crude way to limit excessive manufacturing demand. Thanks for your understanding.
Payment - security first!
I use Paypal, and at checkout you will be taken to Paypal's secure site. I 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? BACs transfer is fine - I will send an invoice. I don't take cash unless I can hand-over the kits in person. No cheques - it is the 21st century! I cannot take payment by credit card over the phone - sorry. That is for your security and mine.
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 Limited. 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 me by email immediately. If I can correct the issue before shipping that's useful!
This isn't Amazon! I am one guy in a shed! Small items typically get 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. I cannot pay those for you. With the exception of the USA, (no charges from Uncle Sam) international shipments usually require customs and/or local tax to be paid before the carrier will release the delivery to you. We have VAT and admin fees here in the UK when buying from overseas, but I hope your taxes and customs charges aren't as high as ours!
International shipping - not all countries.
For practical reasons the countries presently available at checkout are limited to N.America, Australasia, Japan and some of Europe. If you get an "unable to ship" message, please contact me so that I may give you a quote for shipping - if it is possible.
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 less so. 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: 5-10 days. Australia and NZ: 2 weeks. Canada: 2 to 4 weeks (depending if CP has fed the huskies) Europe: 5 days
Returns/refund/cancellation Policy
If you wish to cancel an order before I have shipped it - no problem - I will cancel with full refund. Just let me know through the "contact us" page.
You may return most new, unopened items within 30 days of delivery for a full refund. I'll also pay the return shipping costs if the return is a result of my 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 most cases you will receive a refund more quickly.
If you need to return an item, or have an issue with your order, please contact me by email or phone. See "contact us" page for details.
If you decide to raise the issue with PayPal then that is your perogative. It is the protection of using PayPal. If I have already shipped the kits then we will use PayPal's resolution service. If I have not shipped your order then I will refund you straight away and cancel the order. In 13 years of trading I have only needed to use the resolution service twice.
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. 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.
NO 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.
