Don't be all at sea - Buy Online! | About Us At White Ensign Models we try to ensure all our customers are happy with our service. If you have any suggestions or comments please email us at wem@onetel.com |
| Making A Purchase Making a purchase could not be easier. Just browse our catalogue, click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order. You should receive e-mail confirmation of your order, but for one reason or another this sometimes fail to reach the customer. Don't worry if you receive no confirmation, it's a pretty safe bet the order has reached us, so no need to order again. Please note though that the fact that an item is shown in the online catalogue does not necessarily mean it is in stock. If you wish to check availability before ordering, please just call or e-mail us.We accept credit card payment. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency. For guidance, £1.00 is equivalent to around $1.44 U.S., although this rate does of course vary.We accept Visa, Mastercard, American Express, Switch, Solo and JCB. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, snail mail or over the Internet. Remember though, your details are only encrypted if you e-mail them by using our online order form.PAYPAL PAYMENT - We are also able to accept payment via PayPal. If this option is selected, we will issue an invoice which will be e-mailed in Adobe Acrobat format. Due to a large number of unpaid Paypal orders, WE NOW REQUIRE A £5.00 DEPOSIT TO BE PAID BY PAYPAL TO WEM@ONETEL.COM WHEN THE ORDER IS PLACED. We will then process the order and e-mail a final invoice. PLEASE WAIT FOR THIS INVOICE - DO NOT PAY THE AMOUNT SHOWN ON THE AUTOMATED ORDER CONFIRMATION, AS THIS DOES NOT INCLUDE SHIPPING. There will be a 3% surcharge included in the total to cover the bank charges involved. Payment should then be made via the PayPal site to our e-mail address, wem@onetel.com. The order will be held for 7 days for payment to reach us. If no payment is forthcoming, the invoice will be cancelled and the items returned to stock. The deposit will not be refunded, as this will only cover the costs of having to process the order and then returning it to stock. NO PAYPAL ORDERS WILL BE PROCESSED BEFORE RECEIPT OF THE £5.00 DEPOSIT. |
| Shipping And Handling Please note that the total price of your order submitted by this website excludes shipping. This is because the shipping charges will vary with the content and destination of the order. All White Ensign Models own brand items, with the exception of Colourcoats paints and ModelTech Publications, are shipped worldwide post free (these latter items have shipping charges levied on the same basis as most non-WEM products). Some other non-WEM items, such as Gold Medal Models photo-etched parts, are shipped post-free within the UK. With Royal Mail's change to "Pricing in Proportion", after 21st August 2006, UK orders will be shipped at as near to cost as we can estimate before packing. We appreciate this is all quite complex, but it is impossible to quote a blanket rate that meets the cost of shipping without overcharging for small, expensive items. Please feel free to enquire about precise shipping costs before ordering if you wish to clarify exactly what it will cost you.All orders are shipped at customer's risk, unless the optional insurance is requested, at a cost of £1.50 for anywhere within the U.K. Remember however, Royal Mail will compensate up to £30.00 in value for no charge on UK shipments, so there is no point in insuring for orders below this value. Insured items will require a signature on delivery.Overseas Customers ordering items that attract shipping charges will be charged according to weight. If the weight is below 2 Kg, we use the "Small Packet" airmail service. Examples of the costs for a package weighing 1 Kg are around £4.00 to the US and £7.50 to Japan or Australia. Above 2 Kg we either ship as two separate packets, or for large orders use the international parcel service, the charge for which varies considerably with weight and destination. For large book orders, we may use the mailbag service, which offers a considerable saving. All orders are shipped at customer's risk, unless the optional insurance is requested, at a cost of £5.90 for anywhere outside the U.K. (plus VAT for EU destinations), although remember Royal Mail will compensate up to £30.00 in value for no charge on international mailings. Insured items will require a signature on delivery. Please also remember that we have to use a slightly different mailing method for insured deliveries outside the EU, which will increase the basic shipping cost to around £7.50 per kilo. Although this all sounds very complicated, it is designed to get your order to you quickly and at the minimum cost to yourself, whilst offering the added security of insurance if you require it. You will soon find out that ordering from White Ensign is often as quick as ordering from a store near your home, and with minimal shipping costs, no matter where you may live, but should you wish to know the cost of shipping your order in advance, just request this in the "Message/comments for WEM" box on the order form.Any orders totalling less than £10.00 before shipping charges are added will be subject to a £1.00 handling charge, otherwise it costs us more to process the order than we make from it! |
| Delivery Schedule Assuming the items to be in stock, we will normally send your order to you within 2 business days . International orders are generally received in under 14 days. |
| Back Orders If your item is not in stock, we will back order for you. This back order will remain on our files until the item becomes available, when it will automatically be sent out to you. If you do not wish this to happen, please add a note to this effect on the order form. Also don't forget to let us know if you wish to cancel any outstanding back orders. |
| Tax Charges For orders made from the UK or the European Union, 17.5% VAT is added to the displayed prices where applicable. All other orders from outside the EU are VAT free and you should click the exempt button to reduce VAT to zero . |
| Credit Card Security We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. |
| Guarantee We guarantee your satisfaction. Any item can be returned for a full refund if it is defective, or is returned to us in a saleable condition. |
| Reaching Us If you need to reach us, please email us on wem@onetel.com, alternatively, you can call on 0844 415 0914 (UK) or +44 1568 709149 (Overseas), fax us on 0844 415 0916 (UK) or +44 1568 709182 (Overseas), or write to us at: White Ensign Models, Unit 5, Cobnash Industrial estate, Kingsland, Leominster, HR6 9RW, U.K. PLEASE NOTE THAT IF YOUR E-MAIL PROVIDER IS COMCAST, IT SEEMS OUR E-MAILS ARE REJECTED BY THEIR SPAM FILTERS, SO WE ARE UNABLE TO GET BACK TO YOU AT A COMCAST ADDRESS. |
| Privacy Policy White Ensign Models do not disclose buyers information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item. |
| Returns Policy We will either replace or refund any item that is returned to us in the condition in which it was supplied within 28 days, with the exception of videos, returns of which will only be accepted if the item was defective when supplied. There will be a £3 handling charge for goods that were supplied as ordered in good condition, but any defective items will be replaced or refunded without charge. Bear in mind we cannot be held responsible for damage to returned goods while they are in transit, so please consider sending them by insured post. Please also note that goods are shipped from us at customer's risk, unless the optional insurance is ordered (see shipping conditions). Return of goods must either be authorised by White Ensign Models in advance, or accompanied by the purchase invoice. Cost of shipping is to be covered by the customer, but will be refunded in the case of items that were defective when supplied, on condition that this is authorised in advance. |
| Remittance Terms White Ensign Models only despatch orders after payment is received. |
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