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Frequently Asked Questions

What discount do you offer?

We offer up to 20% discount on all miniatures and hobby supplies with the exception of a few select ranges. You can see the Recommended Retail Price (rrp) of an item directly below 'Our Price' on any items page or category.

 

Is it in Stock?

We try to keep the most popular ranges in stock at all times although this is not always possible. www.The-Outpost.co.uk uses a 'traffic light' system to clearly and honestly display stock levels as follows:

Green: This item is in stock
Amber: This item is available to order (typically 2-7 days to receive in store)
Red: This item is either unavailable or has a longer than normal wait time. Please contact us to check when it will next be in.

We ask you to allow up to 14 days for Amber products to be ordered, packed and shipped to you.

A special note on Games Workshop. Through The Outpost you can order any Games Workshop product even if it is not listed on the website. Typically these products are referred to as 'Direct' or 'Special order' products. This means that a special order must be placed and usually takes around 3-10 days to arrive, we ask for our standard 4-14 days for the order to arrive with you. For these items please call us to place your order on 0114 2752172. Full details can be found here.

 

I ordered 'green and amber items' can you split my parcel?

Unfortunately unless your order large enough to cover multiple free shipments we can not split your order without additional charges being incurred. For example:

James orders £85 worth of Warhammer 40k for his Space Marines, one of the items is not in stock.

As James' order exceeds £80 he has qualified for free shipping (UK) but only once, his order is held until the last item arrives then it is all posted together. James can offer to cover the £4.25 regular charge and have his order split.

Sarah orders £160 worth of Warmachine and there are three items not in stock. 

Sarah will likely receive two parcels, the first will contain all items in stock at the time of ordering. The second parcel will contain the remaining items that were not in stock. This is possible as Sarah has submitted an order large enough to qualify for two sets of P&P charges.

Please note that for an order to be split we recommend you contact us to request such a service; it is not a default.

 

I made a pre-order, when will it arrive?

On the item page you will see a date below the price, this is the date we expect it be available for purchase. For some items they will arrive on or before that date. Some products unfortunately take a little longer and will usually be with you shortly after the release date.

Please note that whilst we make every effort to deliver on the date listed there are occasions where unavoidable delays occur such as customs inspections, manufacturing faults or mis-packs! We promise to update listings with the most up to date information we have so that should always be the first place to check if you are worried about delays.

 

How much are your shipping charges?

Shipping charges can be seen on our Delivery Information page.

 

What is the status of my order?

When you log into your account you will see a section entitled 'My Orders'. In this section you will be able to check all of your previous orders. Please note that currently orders placed over the phone or in store will not show in this section.

Each item in an order will have a status, if you need any further assistance please contact us using Facebook, Twitter, our contact form or email us. We are always happy to help.

 

Can you ship Games Workshop to me?

We are allowed to send Games Workshop products to the UK and Europe, we can not ship products outside of these regions. All other ranges can be shipped worldwide.

A special note on Games Workshop. Through The Outpost you can order any Games Workshop product even if it is not listed on the website. Typically these products are referred to as 'Direct' or 'Special order' products. This means that a special order must be placed and usually takes around 3-10 days to arrive, we ask for our standard 4-14 days for the order to arrive with you. For these items please call us to place your order on 0114 2752172. Full details can be found here.

 

How long will my order take to get to me?

We provide a delivery time scale for the UK of between 3-5 working days assuming that all items ordered were Green. Europe and overseas will take longer and can be anything from 1 to 3 weeks depending on the destination.

 

What about import taxes?

If you live outside the UK, Republic of Ireland or the European Union you may be subject to import taxes or customs duty. We are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges, if any, you may be liable for.

Please don't ask us to doctor the CN22 Customs Declaration sticker on your package - it's against the law to provide false information!

 

And if my order does not arrive?

If your parcel does not arrive when expected please contact us via the 'contact us' form, email or phone. We are open 7 days a week and will happily help you find your order. More often than not your local sorting office will have attempted to deliver the parcel so please check there first.

 

I received my parcel but the contents are damaged, what can I do?

Please contact us should your goods arrive damaged or unfit for purpose. We will ask you for photo's of the damaged goods as well as any damage to the packaging it was sent in. We can then contact the couriers and arrange replacements for you.

Please note that missing or damaged parts can be replaced by ourselves or manufacturer. Certain manufacturers have missing parts services and we encourage the use of them where possible, this is simply so that you can recieve your missing parts as quickly as possible.

 

My order was incomplete, what do I do?

In the event that your parcel is missing one or more items that you were expecting please complete the following steps:
1. Double check all items against your order receipt (email or physical)
2. Contact us via email, phone, Facebook or pop in store.
3. We will endeavour to contact you back within 1 working day.
4. If necessary we will post out a courtesy order of the missing item at no expense.

Please note that we will only ever post out one courtesy order per order placed. In the event that a second courtesy order is requested postal charges may be requested.

 

Returns

We adhere to the distance selling regulations and will accept returns in their original condition under the following conditions:

1. Items must be in their original packaging and unopened.
2. Items returned are at the buyers expense.
3. We reserve the right to refund your order with any associated P+P charges deducted from the refund total.

For items that have arrived damaged or unfit for purpose please follow these steps:

1. Take a picture of the item(s) and all associated packaging. Without these we can not place a claim with the courier.
2. Contact us with the pictures and details of the damaged products.
3. We will assist you returning the product to us or the appropriate office.
4. Once all of the above have been completed we will happily send a replacement out as soon as possible whilst the claim is processed.

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