Aviation Retail Direct : Worldwide supplier of quality aviation models, books and DVDs

1. When will my order be delivered?
2. How will my order be sent to me?
3. Will I receive all items on my order together?
4, What if my order is damaged in transit?
5. How do I return an unwanted/wrong item?
6, I've just placed my order but I no longer want it - how do I cancel my order?
7. I've found an item cheaper on another website - will you price match?
8. Your website listed an item as 'available', but I'm still waiting?
9. What payment methods do you accept?
10. Can I get a discount?
11. I'm having problems using your website - can you help?

1. When will my order be delivered?
Answer: Aviation Retail Direct offers a worldwide delivery service. Subject to availability we offer a same day dispatch on all orders received by 1.00pm. Please allow 28 days for delivery before chasing your order. Please note we do not charge your credit/debit card until the item is ready for dispatch.
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2. How will my order be sent to me?
Answer: We dispatch post/parcels by Royal Mail, CityLink Couriers and Fedex. For smaller parcels, we use our account with the Royal Mail to send your order. Larger items are sent next-day delivery by CityLink within the UK for 5.95 (please note, CityLink cannot deliver to PO Box addresses. This service is not available for Saturday/Sunday deliveries). International parcels less than 2Kg are sent by Royal Mail International Standard (surface) mail, or by Fedex for higher-value orders. International parcels over 2Kg are sent by Fedex, offering our customers a fully trackable and insured service, with delivery times of 3-5 days. The delivery options for your order are dependent upon the size, weight & value of the order and where you live, and are chosen at point of dispatch. We endeavour to select the most economical method of postage available for your order; unfortunately this sometimes means sending items by surface mail if a parcel is not suitable for the Fedex service; please visit the Royal Mail's website for more information on Surface mail. We are not able to offer Royal Mail postal services not included in our account. If you have any queries regarding delivery services and/or charges, or if you require your order for a specific date, please contact Aviation Retail Direct for advice.
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3. Will I receive all items on my order together?
Answer: Should an item be out of stock at time of ordering, we will endeavour to obtain restocks as quickly as possible. All out of stock items will be charged at time of dispatch and not before.
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4. What if my order is damaged in transit?
Answer: Please report any faulty/damaged items received to Aviation Retail Direct immediately, and for further advice on returning the item. Aviation Retail Direct will endeavour to replace any damaged/faulty items where possible. If this cannot be achieved due to unavailability then you can request a full refund; please contact Aviation Retail Direct for advice. When returning your item, please re-use the original packing where possible, or pack the item securely in a similar fashion. Please ensure you include your full name and address, a contact telephone number, and any requests for replacements/refunds within the parcel.
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5. How do I return an unwanted/wrong item?
Answer: We understand that there are times when you receive items and decide that you no longer want them. In this instance, unwanted goods have to be returned within 30 days. As soon as we receive it, we will refund your card. Please note however, that delivery charges for unwanted items will not be refunded nor will Aviation Retail Direct pay delivery costs for the return of unwanted items. If the item received is different from your order, please accept our apologies; contact Aviation Retail Direct as soon as possible to arrange returning the wrong item and delivery of the correct item. Items being returned to Aviation Retail Direct due to being unwanted/ordered in error must be received by us in a resaleable condition.
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6. I've just placed my order but I no longer want it - how do I cancel my order?
Answer: Please contact Aviation Retail Direct as soon as possible to cancel your order. You can cancel the full order, or any individual item(s). Please note that late cancellation requests will be treated as returns (see 5. above) and neither postage charges or return delivery costs will be refunded; this applies to any items dispatched BEFORE a cancellation request is received.
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7. I've found an item cheaper elsewhere - will you price match?
Answer: We aim to be competitive and offer the best prices wherever possible; if there is a considerable price difference we'd welcome your feedback. We cannot always price match but we do watch other retailers closely and maintain competitive pricing. The internet offers anyone the opportunity to set a website and operate their 'business' in their back room; lower overheads mean they can charge bargain basement prices, however, they might not have the stock, no returns policy, questionable security, and no customer service. It is inevitable that there will be some individuals selling some products cheaper or for more than we do, just as in any trade. We take pride in offering a fast, efficient, friendly and secure shopping experience, with a wide range of products at fair prices. We encourage our customers to shop around, but are very pleased to welcome them back again and again.
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8. Your website listed an item as 'available', but I'm still waiting?
Answer: All items shown as 'available' on our website are either in stock at our store and immediately picked to order; any item not in stock is ordered from our suppliers, and should arrive with us at the next delivery (3-7 working days). We endeavour to keep the availability of the 1000's of products on our site as up-to-date as possible; we use our suppliers stock lists to show the availability of any item, however, there are occasions when the suppliers themselves are temporarily out of stock - in this case, they fulfil our request for re-stocks as soon as possible, although this will inevitably cause a slight delay. Due to the limited production of many of the items offered on our site, an item may physically sell out before we receive this advice from our suppliers and update our website; in this instance, an alternative product may be offered if you ordered such an item. Please contact Aviation Retail Direct if you wish to make a stock enquiry.
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9. What payments do you accept?
Answer: We accept the following credit/debit cards:

Visa
Mastercard
American Express
Switch/Maestro

Please note we cannot accept Electron cards for mail order payments. Payment can also be made by

Cheque (drawn from a UK bank, GB Pounds Sterling only)
Postal Order (GB Pounds Sterling only)
Business Account (only members with a valid, existing agreement)
Bank Transfer (a valid transfer confirmation is required)
Credit Note (we must receive a valid credit note with the order)

Goods cannot be released until payment is made in full by any of the above methods.

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10. Can I get a discount?
Answer: Customers can join the Aviation Retail Direct Club for a nominal fee of £10.00 for a full year. Members may take advantage of discounts and/or any special offers set by Aviation Retail Direct. The Membership entitles you to a 10% discount on all items, and 25% on all Corgi models (valid to 31st December 2006). Discounts are applied to online purchases, at our retail outlets and at various airshows in which we participate. If a membership is purchased with other items, all items in that order will receive immediate discounts as appropriate. Please note appropriate discounts will be calculated at point of dispatch. A valid Membership is required to be eligible for discounts; we do not renew your membership automatically without your authorisation, please contact Aviation Retail Direct if you wish to renew. Aviation Retail Direct reserve the right to terminate any membership without prior notice or reason. Account Registration on our website does not constitute Aviation Retail Direct Club Membership..
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11. I'm having problems using your website - can you help?
Answer: We welcome your feedback about our site, and aim to make continuous improvements to facilitate your shopping experience. If you experience any technical issues or are unable to find an item or place your order, please contact Aviation Retail Direct and we will do our best to help. If we cannot solve a technical problem immediately, we can take orders via the telephone or by fax (you can email us but please do not include payment card information in your email); the technical fault will then be passed on to our website team to be resolved.