Frequently Asked Questions

1. Subscriptions

1.1 How can I order?

1.2 What does monthly payment mean?

1.3 What is the benefit of creating an account?

1.4 What is ‘subscription’?

1.5 Do I have to sign a contract?

1.6 Is it possible to buy more than one subscription?

1.7 Am I going to pay the same amount every month during my subscription?

1.8 Am I going to receive ‘free shipping ‘every month?

1.9 Is it possible to suspend the subscription temporarily?

1.10 What does scale 1:8 mean?

1.11 What if I need help while building my model?

1.12 Can I receive free gifts without subscribing?

1.13 I have received an email from ModelSpace and would like to unsubscribe from your mailing list.

1.14 I still have a query about my subscription.

2. My order

2.1 When can I expect delivery?

2.2 When are you going to charge to my credit/debit card?

2.3 I would like to buy 2 or more of the model I am interested in.

2.4 Have you received my subscription, I haven’t had confirmation?

2.5 When will I receive my free gifts?

2.6 What if I don’t like the first pack?

2.7 I need instructions to build my model?

2.8 I still haven’t received my pack.

2.9 I haven’t received my gifts.

2.10 I have received wrong model /pack.

2.11 I have received my pack damaged/ with a missing part.

2.12 What if I move house

2.13 What if my card is expired

2.14 Can I change the payment date of my subscription?

2.15 I need a break? Can I stop my subscription for a while?

2.16 I would like to update my details.

2.17 Can I cancel anytime and get a full refund?

2.18 I live in ROI (Ireland). Can you deliver?

2.19 I still have a query about my order.

3. My account

3.1 How can I create an account?

3.2 What can I see if I log into my account?

3.3 I can’t log into my account. .

4. Payments

4.1 What are the payment methods?

4.2 Is your website secure?

4.3 When will the money taken from my account?

4.4 My payment details changed. How can I update my details securely?

5. Instruction Files

6. Millennium Falcon

7. International Delivery and Returns

 

Subscriptions 

1.1 How can I order?

You can either:

Please note that we don’t process orders by email. Please don’t reveal your bank/credit card information by email.

If you would like to order more than one model, we would kindly ask you to place a separate order for each model.

1.2 What does monthly payment mean?

Our subscriptions run in different length for each models. During your subscription you will receive a pack every month with parts to assemble. This is when you will be charged every month as per the monthly price stated in our website when you first ordered your model. At the end of your subscription, you will build your model completely. We guarantee to offer you the stock every month with same amount of monthly payments and free shipping until your last pack delivered.

1.3 What is the benefit of creating an account?

You can create your account to benefit from quicker check out and can also sign up to our newsletter to receive regular updates. Please click here to create an account now. We will keep your address details in hand when you placed your first order. Next time you visit us, you can just select the address of your choice and process your payment by logging in with your account.

1.4 What is ‘subscription’?

We offer you vast variety of scale models that you can gradually build by receiving the parts every month to address of your choice with excitement and anticipation. Your every order is a subscription in our terms. 

1.5 Do I have to sign a contract?

No you don’t have to sign a contract. There is no obligation. You can cancel your subscription any time by just giving us 28 days notice.

1.6 Is it possible to buy more than one subscription?

You can place as many order as possible separate for each model you wish to subscribe to. As we offer free shipping, separate orders will not affect your monthly deliveries and your statutory rights.

1.7 Am I going to pay the same amount every month during my subscription?

Yes, absolutely. It is the price you will be paying every month until the end of your subscription.

1.8 Am I going to receive ‘free shipping ‘every month?

Yes, absolutely. It is free shipping every month until your subscription is ended.

1.9 Is it possible to suspend the subscription temporarily?

Unfortunately we cannot suspend your subscription temporarily as your subscription is set to allocate each month.

 If you wish to cancel your subscription:

1.10 What does scale 1:8 mean?

Scale is a measurement we use to give an idea to our customers how big your model will be comparing the real life object when it is completed. If you see the scale 1:8, this means your completed model will be 8 times smaller than the real object.

1.11 What if I need help while building my model?

It is very easy. Go to our ModelSpace Forum to either post your question to be answered by our experts or check build diaries of your model to also meet and chat with other modellers. If you think you still need help, you can always email  customerservice@model-space.co.uk to receive build suggestions on your model.

1.12 Can I receive free gifts without subscribing?

Free gifts are only available to subscribers who subscribed to the model the gift is offered.

1.13 I have received an email from ModelSpace and would like to unsubscribe from your mailing list.

Unsubscribing from ModelSpace mailing list means you will no longer receive updates from us about our new modellers, special offers and what we are up to. To unsubscribe, please email customerservice@model-space.co.uk,

1.14 I still have a query about my subscription.

Please get in touch with us.

2. My order

2.1 When can I expect delivery?

When you place an order in our website, you will receive and ‘Order Confirmation’ email including your details such as billing, delivery address, model name, length of the subscription and monthly value. Please allow us 5 working days to process your order and deliver to the address of your choice.

2.2 When are you going to charge my credit/debit card?

Please note that we will take the monthly payments when we dispatch your monthly pack to you. There is no fixed date that we will do this but it will be approximately every 30 days, unless notified otherwise.

2.3 I would like to buy 2 or more of the model I am interested in.

In this case, we would kindly ask you to place separate orders for each model you are interested in. Please note that this will not change your free shipping every month and your statutory rights.

2.4 Have you received my subscription, I haven’t had confirmation?

When you buy from us online, you will receive your ‘Order Confirmation’ by email. Please check your spam folder as it may have been sent there. If so, please add us to your safe senders list. 

2.5 When will I receive my free gifts?

You will receive your gift/s in the month of your pack the gift is included. This information can be found in the product page you are subscribed to.

2.6 What if I don’t like the first pack?

If you don’t like your first pack, you can return within 14 working days of receiving the first delivery from us with any seals and shrink-wrap intact. If you wish to cancel at any time after the 14 working days following receipt of your first pack, you are free to do so at any time. However, we would advise that you provide us with 28 days notice of cancellation as otherwise pack/s may already be on their way to you and we will be unable to prevent the delivery. 

2.7 I need instructions to build my model?

Some models come with printed magazines/instructions and others are based on download instructions only. Therefore, for the latter, you will be able to download the instructions from each product page on our website, under “The Build” section.

If you have difficulties to download your instructions, please email to us customerservice@model-space.co.uk

2.8 I still haven’t received my pack.

We are sorry to hear that. If you have recently subscribed please allow up to 5 days for the delivery of your first parcel. Some parcels that we send out which include gifts may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us. If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card. We may currently be out of stock on this particular item. If we are, don't worry, it will automatically be sent to you as soon as it's available. If we are out of stock, there's no need to contact us as we will have a note on your account to remind us to send it when it comes in. If you would like to speak with us, please call us on

2.9 I haven’t received my gifts.

We are sorry to hear that. Some parcels that we send out include gifts may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us. If Royal Mail has attempted to deliver a large parcel and there is no where suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a 'We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card. 

2.10 I have received wrong model /pack.

We are sorry to hear that. We will gladly accept it back and replace it with the correct one. 

2.11 I have received my pack damaged/ with a missing part. 

We are sorry to hear that. We will gladly accept it back and replace it with the correct one.

2.12 What if I move house

We will update your details accordingly. Please let us know your new address.

2.13 What if my card is expired?

Please get in touch with us by emailing customerservice@model-space.co.uk Please don’t share any of your payment/card information by email.

2.14 Can I change the payment date of my subscription?

Unfortunately we cannot change a payment date as credit card/debit card payers are all submitted at once.

2.15 I need a break? Can I stop my subscription for a while?

Unfortunately, we are unable to suspend your subscription as ModelSpace products start from pack 1. If a subscription is cancelled, you will not be able to start from the same number a month later. If you would like to cancel your subscription:

2.16 I would like to update my details.

Sure, we are here to help. Please get in touch with us.

 Please don’t share any of your payment/card information by email.

2.17 Can I cancel anytime and get a full refund?

We are sorry to hear that you want to cancel your subscription. You can return your first pack within 14 working days of receiving your first delivery with any seals and shrink-wrap intact and get a full refund. If you wish to cancel at any time after the 14 working days following receipt of your first pack, you are free to do so at any time. However, we would advise that you provide us with 28 days notice of cancellation as otherwise pack/s may already be on their way to you and we will be unable to prevent their delivery. 

2.18 I live in ROI (Ireland). Can you deliver?

Yes, we do deliver to ROI. Please select Ireland option at checkout country menu.

2.19 I still have a query about my order.

Please let us know about your query.

3. My account

3.1 How can I create an account?

Please click here to create an account.

3.2 What can I see if I log into my account?

You can see all your orders, order date/ value/ length and your contact information. If you would like to change any of your details or you have any queries about your order, please get in touch with us.

3.3 I can’t log into my account.

Please let us know by emailing to  customerservice@model-space.co.uk

4. Payment

4.1 What are the payment methods?

We accept PayPal and all major credit cards including Visa, Visa Electron, Maestro and MasterCard for UK and ROI, or you can pay by your Debit Card for UK mainland deliveries.

4.2 Is your website secure?

Payments made online at http://www.model-space.com are completely secure. Our online booking service protects the information you send us with secure forms and systems. 

4.3 When will the money taken from my account?

Please note that we will take the monthly payments when we dispatch your monthly pack to you. There will be no fixed date we will do this but it will be approximately every 30 days unless notified otherwise. 

4.4 My payment details changed. How can I update my details securely?

 Please don’t share your payment detail by email. 

5. Instruction Files

Please note that some models come with printed magazines/instructions and others are based on download instructions only. Therefore, for the latter, you will be able to download the instructions from each product page on our website, under “The Build” section.

Please note that all full kits come with CD instructions only.

If you have difficulties to download your instructions, please get in touch with us by email customerservice@model-space.co.uk

6. Millennium Falcon

Your first parcel includes your first 4 Millennium Falcon issues and is charged at the special price of £9.99 or £13.99 for digital editions. Each parcel thereafter containing your next 4 issues costs £35.96 - for digital edition, it is £39.96 per month. As postage and packaging is free, there’s nothing more to pay. You will also be sent special issues that DeAgostini may publish from time to time, which may be higher than the regular cover price. To help protect your magazines, we’ll send you specially designed magazine binders when you need them – each binder holds 20 magazines and costs just £7.99/€10.99, however the first binder is free and comes with your second delivery.

Please note that digital edition option is £4 extra per month /parcel.

Your free gifts:

- 1st Parcel: free issue + free limited-edition T-Shirt

- 2nd Parcel: free Millennium Falcon binder

- 4th Parcel: free limited-edition Han Solo figurine

- Last parcel: free high-quality wall-mounted display stand

7. International Delivery and Returns

Deliveries

We offer international delivery on scale model full kits & accessories ONLY! The parcel is tracked with a trusted local courier. For cost and delivery timings for your own country, please check our international delivery page . If your country is not listed, or for any other international queries, please email our international team at internationalshipping@model-space.co.uk.

We ship Delivery Duties Unpaid (DDU), therefore any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

Returns

We are happy to accept returns on international orders. As per our terms and conditions it is up to customers to organise and cover the cost of returning any unwanted goods, we currently do not have the facilities to offer an international returns system. It is up to the customer which postal service they use to return unwanted goods, but we do advise customers to send their goods using a tracked service. Returned goods remain the customers responsibility until received back at our Warehouse.

Please email us internationalshipping@model-space.co.uk in order to contact us for your international return enquiry. We will guide you on what to do next!

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