Ordering Information

We have worked hard to make ordering on a site simple, safe and secure operation. Below are a few ‘frequently asked questions’ regarding our ordering process which you may find helpful.

Do I have to create an account to be able to order?
NO, absolutely not! Whilst we certainly encourage our customers to create an account as there are advantages to doing this it is not at all mandatory. Just check out as a guest and you will receive exactly the same service from us.

What are the advantages of creating an account
Firstly if you create an account with it will be private to you. We can only see things on your account which may be required to handle your orders. Account holders can come back at anytime and view their orders, print out past invoices etc. How often during a building project do you think “I must order some more of this glue next time”. Of course next time you order you have forgotten. Account holders can keep a wishlist, as soon as something like this comes to mind just add it to your wishlist and it is there as a reminder the next time you make an order. Wishlists are great when it comes to birthdays etc as you can email a link to anyone as a massive hint! Just think no more socks or slippers!
One of the great advantages of having an account is that you will be able to earn loyalty points everytime you order. These are a great way of  stretching your modelling budget with no effort. Read more about them here.

How do I place an on-line order?
Ordering online is really simple. Beside every item you will see an ‘add to basket’ link. Simply enter the amount you require (leave at ‘1’ if that is all you require) click once and your basket page will appear with the item you added. You can at anytime remove or update the quantity before you proceed to payment. Just click the continue shopping link in the basket to take you back to where you were.
When you are ready to checkout either click the ‘checkout’ button on the basket page or at the top right of every page.
You will then be taken to our checkout page where you must fill in all the required fields then click either the pay by card or paypal button at the bottom. If for any reason you have missed anything the computer will prompt you to fill in the missing information before you can proceed.
You will then be taken to a page where you enter your card details and when you are happy click the ‘submit card details’ button and your purchase is made!
Customers paying by paypal will be taken to the paypal site where you simply fill in the required information.
All through this process you can view the amount of items and cost of these by looking at the ‘basket’ button which is on the top right of every page.

How long will my order take to arrive?
If you order an in-stock item before 2.00 p.m. we will do our very best to despatch it the same day. You will be sent an e-mail when your order has been despatched. Orders placed after 2.00 noon on a Friday, or on a Saturday or Sunday will normally be sent the following Monday. However, we often post Saturday mornings but this is not always guaranteed. Some specialist items may be sent out for us from other locations therefore there may be a slight delay in dispatch. This information if relevant is usually displayed on the individual product page.

Can I order by phone?
We welcome telephone orders, please phone 01484 506118 and we can take your order over the phone. PLEASE NOTE: This line is only open 9.00 am to 12.00 noon Monday to Friday. If you get the answering machine please be patient, it often means our lines are busy. Telephone orders require much more manual work and can be more prone to mistakes such as address errors. We urge customers to order online where possible for a faster and more streamlined experience (Plus you will get your reward points!).

What if an item is out of stock?
If an item is out of stock this will be clearly be displayed under the price and you won’t be able to order it. This is an automated system and there may be rare instances when an item is showing in stock but actually isn’t. We would, of course, contact you straight away should this be the case.
We have an automatic notification system when a product is out of stock. Just click the notify me button, put in your e-mail address and our very clever and well trained robot will send you an e-mail when they are back in stock. If you are no longer interested just ignore it.

Are all prices fully inclusive of VAT?
We are a UK business UK based and all prices on the site include VAT at the current rate – there are no hidden extras! 
Our V.A.T. Registration Number is GB 978 695 923.

Do you accept overseas orders?
We do accept orders from our friends overseas with some restrictions. Further information on this page.

We want you to have a pleasurable experience ordering from Airtek Hobbies, so if you have any further questions please let us know!