Shipping and Returns

Shipping

Ordering through the Hawk Miniatures online shop is very simple. Just click add to Shopping Cart and the item is added to your basket. Once you have finished shopping, click on Shopping Cart in the top menu and proceed to Checkout.

Due to the way Royal Mail charges for postage in the UK, Hawk Miniatures calculates postage based on weight. Shipping will therefore be charged at the actual cost. Postage is automatically calculated at Checkout, and you can also estimate it in the shopping cart.

For orders over £75.00, Hawk Miniatures will insure the parcel for its full commercial value if the item is sent Signed/Tracked, at no additional cost to you. Royal Mail only offers compensation up to £50.00, so we strongly recommend Signed/Tracked shipping for large or expensive orders.

Regrettably, we can no longer offer free shipping due to rising Royal Mail and courier costs. Shipping of some international orders over 2kg will be partially paid by us to cover insurance and private courier costs, as these are not sent by Royal Mail.

Returns & Refunds

We want you to be happy with your purchase. This policy explains your rights and how to return an item. Nothing here affects your statutory rights under UK consumer law.

Your right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, if you are a UK consumer, you may cancel your order for any reason within 14 days of receiving your goods. To cancel, use the contact us form with your order number before the 14-day period ends. After telling us you wish to cancel, you then have a further 14 days to return the goods to us.

How to return an item

1. Use the contact us form quoting your order number and the item(s) you wish to return.
2. We will confirm the return and provide our returns address.
3. Package the item securely and send it to: The Office, 4 Glebe Close, Lincoln, Lincolnshire, LN4 3NL.
4. We recommend a tracked/signed-for service, as return items are your responsibility until they reach us.

Condition of returned goods

To receive a full refund, items should be returned unused and in their original, resalable condition and packaging. Please note that miniatures or components that have been assembled, glued, primed, painted or otherwise modified cannot be returned unless they are faulty, as they can no longer be resold.

Refunds

Once we receive and inspect your returned goods, we will process your refund to the original payment method within 14 days. This includes the standard (least expensive) delivery cost we charged. Where a return is a change-of-mind cancellation, the cost of returning the item to us is your responsibility.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, if an item is faulty, damaged in transit or not as described, you are entitled to a repair, replacement or refund. Please contact us using the contact form within 30 days of receipt, ideally with a photograph of the fault or damage. For faulty items, we will cover reasonable return postage costs.

Made-to-order and bespoke items

Our Resin Casting Service, 3D Printing Service and any custom or commissioned work are produced to your specification. As bespoke/made-to-order goods, these are exempt from the 14-day right to cancel, except where the item arrives faulty or not as described.

Lost or delayed post

Hawk Miniatures accepts no responsibility for delays caused by the postal carrier. Please note that once a parcel has been confirmed as signed for or delivered to the address provided, we are unable to issue a refund or replacement for loss. For this reason, we strongly recommend Signed/Tracked shipping, which is insured as described in the Shipping section above.

Contact us

For any returns query, use the contact us form, and we will be happy to help.