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?
12. Do prices ever change on the ARD website?
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.
If you do not wish for Aviation Retail Direct to keep your payment card details please follow the link to your payment method in your account and delete your card details from there.
Payment
can also be made by:
- Cheque (drawn from a UK bank, GB Pounds Sterling only)
- Postal Order (GB Pounds Sterling only)
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 (you can join any time during the year for the next consecutive 12 months). Members may take advantage of discounts and / or any special offers set by Aviation Retail Direct. The Membership entitles you
to the standard 10% discount across the board on all ranges.
We are pleased to announce that Members can now benefit from the huge pre-order discounts on items from the following ranges:
- 15% pre-order discount on Gemini Jets (all scales)
- 15% pre-order discount on JC Wings
- 15% pre-order discount on 1st Choice
- 15% pre-order discount on InFlight200
- 15% pre-order discount on InFlight400
- 15% pre-order discount on InFlight500
- 15% pre-order discount on Aviation 200
- 15% pre-order discount on Aviation 400
- 15% pre-order discount on BBOX
- 15% pre-order discount on Jet-x
- 15% pre-order discount on Aviation 72
- 15% pre-order discount on Sky Guardians
- 25% pre-order discount on Corgi (20% on any released Corgi model).
Discounts are applied to on-line purchases, at our retail outlets and
at various air shows 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.
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12. Do prices ever change on the ARD website?
Answer: ARD reserve the right to change prices on the website without notice. It is sometimes necessary to change retail prices on the website as prices can differ due to model suppliers changing their prices due to fluctuating exchange rates and shipping charges worldwide.
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