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 paint damage.
For Herpa models we have agreed with Herpa that our customers can contact them directly at firstname.lastname@example.org. 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.
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 clearly on the label that it is a return with no value.
A note about credit card and PayPal disputes
Some people think instead of contacting us it's a better idea to initiate a dispute of the payment via their bank, credit card company, PaylPal, etc. This can be very costly for us, and this procedure takes us a lot of time. Customers doing this are no longer welcome in our shop. We will always help you, a payment dispute/chargeback is a final resort and not something to do immediately without giving us the opportunity to solve your problem.