FAQ
Quick answers about the kits, building, shipping, returns and gifts.
The kits
Who are these kits for?
Builders aged 14 and up, and adults who enjoy a slow, detailed project. Younger makers can build with a parent’s help.
How hard are they to build?
Each kit page shows its level, piece count and build time, so you can pick one that matches your experience.
What is in the box?
Each kit page lists what is inside under “In the box”.
Do I need glue or tools?
[Whether glue or extra tools are needed.]
Building
I lost my instruction manual. Can I get another?
Yes. Every kit’s manual is on the Assembly help page.
A part does not fit. What should I do?
Check that it sits the right way round and matches the part number in the manual. If it still does not fit, write to us with the step number and a photo.
Shipping and delivery
Where do orders ship from?
[Where orders ship from.]
How long does delivery take?
Each kit page shows an estimated delivery date for your country. See Shipping for rates and times.
How do I track my order?
We email you the tracking number when your order ships. You can also look it up on Order status with your order number and email.
Will I pay import duties?
[Duties and taxes for orders outside the US.]
Returns and missing parts
A part is missing or broken.
We send a new one, free. Report it from your order page or from Order status, with the part and the step number.
Can I return a kit?
[Return window and condition.] See our Refund policy.
Gifts
Can you gift wrap my order?
Yes. Tick “Make it a gift” on a kit page for a gift box, a ribbon and a handwritten card, and write your note in the cart. See Gifts.
Can I send a gift straight to someone?
Yes. Enter their address as the shipping address at checkout.
Orders and payment
Which payment methods do you accept?
[Payment methods, once connected.]
Which currency will I pay in?
Prices show in your local currency where we can. You pay in the currency shown at checkout.
Can I change or cancel my order?
[How long after ordering a change or cancellation is possible.] Contact us as soon as you can.
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Still have a question?
Write to us and a person from the workshop will answer.