Do you stock all items listed on website?

The majority of items listed on our website are in stock and ready to be despatched. However, some items are reserved or awaiting release from suppliers. Please see product detail pages for stock information and estimated delivery dates. So what does each stock status mean?

In Stock: In our warehouse, ready to be despatched the same working day or following working day.

On Backorder: Ready to be ordered in from our suppliers. These items are usually dispatched within 2-5 days after order is placed. If you are ordering more than 1 item, your order will be despatched when all items are available to be shipped. If you would prefer your items to be sent separately, please drop up an email to contact@model-universe.com. Please note, we will need to double check with our suppliers to ensure the item is still available, we take every effort to keep stock levels up to date however items can sometimes go out of stock without our knowledge.

Pre-Order: This item is available to pre-order. A delivery estimate is usually provided in product description. We will despatch the item as soon as we receive it.

I can’t find the model I’m looking for, can you help me find it?

If you contact us with the details we will do our best to find it for you. However, as many models are produced in limited quantities, we may not always be able to secure one.

When will my order be dispatched?

We aim to despatch all items that are in stock on the same working day, provided that payment has been received.

If using PayPal, please allow 1-2 days for the payment to clear, we will then be able to despatch your order. If making payment by credit/debit card, Stripe will send you an email once the payment has been processed. Please ensure the billing address you enter at the checkout is the SAME as the registered address for your payment card. If these do not match, further authorisation will be required which will delay your order.

If the item needs to be ordered in from suppliers, they will be despatched to you within 2-5 days.

Orders are processed between 9am and 2pm, Monday to Friday, excluding public holidays. Orders placed on public holidays, at the weekend and outside of these hours will be processed on the next working day.

Do you deliver outside the UK?

Yes! We currently deliver to Europe, USA & Canada via UPS International Standard. To find out more, click here.

How will I know that you have received my online order?

As soon as the order is successfully received you will receive a confirmation email from us containing details of your order. Once payment has been cleared, you will receive an email stating your order is being processed. At this point we will process your order and get it dispatched as soon as possible. When your order has been sent off, you will receive a dispatch email detailing when your order was shipped and when you can expect to receive your order at your delivery address.

How can I track an order?

Once your order has been dispatched, you will receive tracking information via email. Alternatively, you can track shipments by logging in and choosing my account > orders > order details > track shipment.

Can I order more than 1 of the same item?

Yes, the stock level should be detailed on the product details page. However, if you require more than the number shown, please contact us and we will see if we are able to locate anymore.

If no-one is in when the Courier tries to deliver the parcel, what happens next? Will I be charged delivery costs again?

If the courier tries to deliver your parcel and there is no-one available to sign for the goods, they will leave a calling card indicating when they will try and deliver again (they may try and leave your order with one of your neighbours). After three delivery attempts the courier will return your order to us. If this happens, unfortunately we would have to charge an additional delivery charge (as the couriers will charge us again to re-send the parcel). So please, whenever possible make sure there will be someone present at the delivery address to sign for the parcel.

Do you accept cheques/postal orders?

Yes. Please contact us via email to contact@model-universe.com and let us know you will be sending a cheque/postal order. We can then reserve the stock for you, and dispatch when funds are received and cleared.

How do I remove my model from the packaging?

Most models are securely fastened to a display base by screws. This prevents the model from being damaged during transit.

Some people like to leave the item attached to the base for display, however if you wish to remove it please look on the bottom of the base and locate the screws. The screws can normally be removed with a Phillips screwdriver, however occasionally a flathead screwdriver may be required.

Please be careful when removing the screws from the base as most models contain small parts which are quite delicate (such as the wing mirrors).

If you have any difficulties removing your item from the packaging, please do not hesitate to contact us and we will assist further.

How can I contact customer service?

We can be contacted via live chat and email: Monday to Friday from 9:00am to 6:00pm. Please note, We are on operate online only (no physical shop), you are able to place an order online 24 hours a day, 365 days a year on our website.

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