We try to check all models before we send them out, but still it may happen you receive a broken model. If you do, we are very sorry. But don't worry, your problem will be solved, please see below.
First a note about what we don't consider as damage: parts (motors, wings, etc) of fully assembled models may disassemble during transportation. This can easily be solved by re-inserting the loose part. Usually this is not a reason for a refund or replacement. Of course this is different if there's also 'real' damage like severe paint damage.
It must be taken in account that models are always partially hand made, and will often have minor imperfections. Customers ordering models accept the presence of minor imperfections and will not be eligible for refund. Of course models can always be returned for a refund as described below under the heading 'Returns'.
About children: We sometimes receive messages saying "our kid played with the model and it broke easily". The models we sell are very detailed but also fragile. They are intended for adult collectors and not for kids. The only toys we sell are in the toys section.
For Herpa models please contact Herpa Customer Service. They have a lot of spare parts and models in stock, nobody can provide better help than they can. Also this saves you the hassle of returning the model to us. If you are not satisfied by Herpa's solution please let us know and we will help. Please note that Herpa gets a lot of requests from customers, so it may take a while before they answer. If you don't want to contact Herpa you can also send the models back to us on your own expense, and we will send you a replacement (or a refund). Please contact us for details.
For all other brands we will usually need the model back. Of course we will refund the shipping costs involved. After we have received the broken model we will send you a new one, or a refund. Please always contact us first before returning the model. To contact us you can reply to the order confirmation mail, and if possible please attach a photo of the problem.
When sending back models from outside the European Union please write 'RETURNED GOODS - BROKEN ITEM' on the CN22 customs document with a value of € 0. If you don't do this we will have to pay customs charges, which will be subtracted from the refund.
In agreement with European law, ordered items can be returned within 14 days after reception. However, we will only accept returned items after prior consultation and only if the items are in the same condition as we have sent it to the customer. If a complete order is returned we will also refund the costs of the cheapest shipping method to your country. We will not pay the shipping costs for sending back the goods.
When sending back models from outside the European Union please write 'RETURNED GOODS - FAILED SALE' on the CN22 customs document. If you don't do this we will have to pay customs charges, which will be subtracted from the refund.
The return address is:
Komkommerkom Online Sales
Hendrik Figeeweg 5L
2031 BJ Haarlem