Frequently Asked Questions
Q: What payment method do you accept?
A: We use Paypal and STRIPE - Paypal is the most preferred way to pay online in the UK because it's safer and faster. PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet. If you do not have a paypal account it is very easy to register.
Q: Do you post to all countries?
Q. How much do you charge for delivery?
A. UK standard delivery is £3.99 per order
UK Tracked Delivery is £6 per order - you can select this at checkout
Currently ALL international orders are shipped with tracking. This is £10 (we absorb any additional shipping costs)
You can select which shipping rate you want when you are checking out (UK). Orders are packed in sturdy boxes with bubble wrap. If your order consists of kits only it will be sent in a padded envelope.
Q: I want to buy more than one item. Do I get a shipping discount?
A. You only pay one delivery charge regardless of the number of items you buy. Downloadable products are shipped free. If there are physical products in your order you will still have to pay regular shipping costs.
Q: How soon will my item be dispatched once I make payment?
A: Most items are dispatched within 48 hours of cleared payment. All items are in stock. If there are any delays we will let you know as soon as possible.
Q: What happens if my item doesn't arrive?
A: If your item doesn’t arrive within 15 days, please contact us so that we can sort it out. Missing orders are very rare but we are happy to discuss replacement or refund depending on the circumstances.
Q: Are returns accepted?
A: YES, physical products may be returned. You are responsible for return delivery costs unless the item is faulty or damaged. Downloadable/digital products are non refundable (see Terms & Conditions).
Q: What if my item arrives damaged or faulty?
A: In the unfortunate case that this happens, please contact us immediately and we will work out the best way to proceed.
Q: An item I want is out of stock on the website - will you be restocking it?
A: We try not to hold too much of any one line of stock and rarely re make the same item more than once.
Q: What is the best way to contact you?
A: You can contact us (Monday to Friday) through the contact form on the website. Or click HERE If you do not get a reply within 48 hrs please email email@example.com (occasionally emails do not get through via the website).
Q: Do you sell wholesale?
A: We currently do not offer wholesale terms.
Q: Can I re sell any items I make using your kits?
A: Kits are created for personal use and cannot be copied. You may use them as a part of your creation if you are a commercial seller (with prior permission from Zenasminiatures). You must credit Zenasminiatures. For full details see Terms & Conditions Page