FAQs

WHEN WILL YOU SHIP MY ORDER?

  • 99% of orders are dispatched the same day when payment is received before 3 PM (Monday-Friday).
  • We ship daily at 4 PM, excluding weekends and bank holidays.

 

DO YOU SHIP OUTSIDE THE UK?

  • Yes. We ship to the US (duties and taxes paid at checkout), the EU and the rest of the world.

WHEN WILL I RECEIVE MY ORDER?

  • UK: Royal Mail 24, 1-3 business days.
  • Rest of world: 7-10 business days via Royal Mail International Tracked.
  • Outside the UK and US, customs duties and VAT are paid to the local courier on delivery.

Delivery times are estimates. Full details are in our Shipping Policy.

As our client, you have the right and we encourage you to contact us if you would like to modify your shipping method in any way. We will always try to help you with this!

 

WHERE ARE MY ITEMS COMING FROM

We are a UK-based company and we have all our items on real stock, we do not do so-called dropshipping. All items are sent from the UK and by royal mail.

DO YOU HAVE A PHONE NUMBER I CAN CALL?

No, but please don’t misunderstand this as any lack of interest! We’d Love to answer your questions. We know the decision to omit phone support is unusual, but after experimenting with different approaches, we’ve found that starting with email and chat enabling us to provide the fastest response. We focus on providing fast and high-quality responses this way , so you’re always talking to human that can help first-hand.

 

CAN I ORDER A SIZE YOU DON'T STOCK?

Yes. The Base Builder makes round, square, rectangular and oval bases from 10 to 290 mm, printed to order. Stock sizes are injection-moulded and cost less per base, so check the standard range first.

 

RETURNS AND EXCHANGES

If your not 100% satisfied with your purchase and wish to get an exchange or refund please return your product to address below*:

Hobby Heaven Ltd.

249 Derby Road

Chaddesden

Derby

DE21 6SY

United Kingdom

 

Full refunds are given no question ask as long as return request is communicated under 30 days of receiving the order.*

If your return or exchange request is beyond this time frame, please contact our support team, and they’ll do everything in their power to help you out.

*Customer will have to cover their own shipping cost

**For damaged goods, please contact, customersupport@hobbyheaven.org with a picture of a damage to get a replacement od refund for return.