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How do I contact Fighting 15s?
Our phone number is +44 (0) 1983 752014, and someone is usually available to take calls between 10am and 1pm on Mondays to Fridays. Please try to avoid lunchtime - we need to eat as well! Please note that we operate short hours during summer because it is too hot in our studio on the 'Sunshine Isle' to work much past 1pm.
Our fax number is +44 (0) 870 130 4999. This is an electronic fax service that can only receive.
Our email address is sales@fighting15sshop.co.uk
Our address is Green Butts, Colwell Road, Freshwater, Isle of Wight, PO40 9SL, United Kingdom. We can receive visitors only by arrangement and at the visitors' own risk.
Why haven't I received a reply to my email?
We do not usually reply to emails asking about stock levels because such advice can be out of date within a very short time. This is particularly true of AB Figures, for which turnover is high.
Email is not our priority. Our priority at all times is dealing with confirmed, paid for orders placed online, over the phone or by mail order, and when necessary sorting stock from new shipments so we can fulfil these orders.
Before repeating or following up an unanswered email, please check for any appropriate announcements (such as "status of orders" or "dispatch advice") in the News & Events section of the website: we may be preparing for or travelling to or from a show and have a backlog of orders and emails to process. We are sometimes sick and unable to do much at all.
We will get round to your email eventually - but not necessarily instantly. Sending us the same email over and over again is not the solution: it just shows us that you haven't read the FAQs.
Why can't I log on to the shopping cart with my password?
There are two possible reasons. First, not having cookies enabled in the browser. Second, security software on the computer (this can particularly affect customers who are trying to place orders using a computer at their workplace). Fighting 15s evidently can do nothing about either of these.
Why haven't I received confirmation of my order by email?
There are several possible reasons. First, you may have entered your email address incorrectly. You'll be amazed just how many instances we see of customers getting their own email addresses wrong. Common errors include using spaces rather than underscores, using the wrong ending (for example, using .com instead of .co.uk or vice versa), or missing off the end of the address.
Second, your email provider may have identified the message as spam and directed it to a spam folder. It's a sad fact that useful emails from online shops bear many similarities to spam emails, and anti-spam software isn't smart enough to tell the difference. Our confirmation emails come from sales@fighting15sshop.co.uk
Third, your email may be configured to accept mail only from people in your contact list and to reject any other emails (this particularly affects anyone with a Hotmail account). This not only blocks shop emails but also any emails from us, such as questions about your order or dispatch advice.
Fourth, you may not have completed the payment process. The shop therefore registers that the order has failed and does not send out an email. If you are presented with an option to return to the shop/merchant after completing payment, please select this option.
If you think you have successfully completed the payment process but have not received an email confirming your order, please get in touch. We can check and confirm whether payment has been accepted, and advise on the status of your order.
Why was my card payment rejected?
Your card may not be one that is accepted by our main payment processor, WorldPay. Fighting 15s can accept payment only from card types whose logo appears on the front page of the shop. Our agreement with WorldPay does not let us take card payments using American Express; to use Amex you must choose the PayPal payment option.
The link between your card issuer and our payment processor may be down. Unfortunately, payment services are not necessarily available 24 hours a day. Our advice is therefore to try again later or to phone us with payment details.
Security software on the shopper's computer, predominantly in the workplace, is the commonest reason why most payments are rejected. Try using a home computer if a work computer doesn't let you order. Once you proceed to the payment pages, details of the contents of orders are recorded by the online shop, so in the event of being unable to pay online you can simply phone Fighting 15s with payment details and we should be able to locate your order and process it.
Why have I received a refund but not my order?
Other than when a customer asks us to cancel an order and make a refund, Fighting 15s typically issues a refund for one of two reasons:
First, we have dispatched an order but it has been returned to us some weeks later by the postal service because the customer has not taken delivery of the order.
Second, we have dispatched an order that has subsequently gone missing in the post and we cannot send replacement figures because they are out of stock and not expected back in stock in a reasonable timescale to complete the order.
In both the above instances, Fighting 15s will have taken payment either automatically in the shop at the time of placing an order or manually on the day of dispatch. Fighting 15s aims simply to return the customer's money as soon as possible.
Does it really take eight weeks to get items that are out of stock or available to special order?
It can take eight weeks or more from the time we place an order to the time we receive the figures. This time can be extended by holidays or sickness.
Although Fighting 15s typically orders once a week from Eureka, we buy in bulk and typically receive shipments in packages of 25kg to 30kg. It typically takes only four to five days for the packages to get to the UK once dispatched, and it is the manufacturing and packing processes required for bulk orders that account for the most of the time.
We usually have good stocks of most figures, and nowadays it is rare for an order to take eight weeks. Occasionally, however, demand for particular codes mean we can go out of stock, and if we run out of stock over a short period it will take eight or more weeks to get fresh stock.
Holiday periods, particular at Christmas and New Year or in summer, can greatly affect delivery times. Eureka's Christmas shutdown, for example, can affect orders we place with the company from mid-November. After the arrival of our last shipment in December (for orders we placed in October) we typically do not begin to receive shipments again until late February. This can result in shortages of some figure codes.
Accordingly, we state in our terms and conditions that orders may take eight or more weeks to complete. That's "may", not "will" - most orders are dispatched within a week, except near show dates.
If we are out of stock and you are in a particular hurry to receive AB or Eureka figures, Eureka turns round small orders very quickly and your best course of action is to order direct from Australia.
Do you make part-shipments?
When possible, we ship an order in its entirety. If we know an item is due back into stock soon, because it is due in on a consignment from a supplier, we will typically delay dispatch of an order until that consignment arrives.
If the value of figures ordered is under GBP20.00 and we do not have all the required figures, we will typically delay dispatch until all items are available.
Otherwise, we make part shipments if the bulk of an order is available to send immediately and only a small proportion of the order needs to follow later. You will be advised on dispatch if this is the case. Subject to the limitations of ordering from suppliers in bulk, we really do try to get orders to customers as soon as we can.
Do you take PayPal?
We can take payment by PayPal but it is not our preferred method of payment. There is an option to pay by PayPal in the shopping cart.
We do not prefer PayPal because it is no longer regulated by the UK's Financial Services Authority since the company's move to a Luxembourg base, and because it is virtually impossible to talk to anyone in customer services if something goes wrong.
PayPal's strength is that we do not see customer's payment details and therefore have no access to credit card numbers, bank details or their PayPal account.
Note that the PayPal system charges for an order the moment it is placed in the shop, regardless of whether an item is in stock or whether it is only available to special order.
PayPal echeque payments (payments funded through a bank account rather than PayPal funds) take seven to nine days to clear, with a corresponding delay in the dispatch of an order.
What is the PayPal Express Checkout option in the shopping cart?
PayPal Express Checkout is mainly aimed at customers that have a PayPal account. It bypasses a number of stages in the shop's checkout procedure by relying on customers' details recorded in their PayPal accounts, such as home addresses, so these do not have to be entered again. While it is quick, it is not necessarily flexible, and customers who wish to specify a different delivery address should use a different payment option.
So what is the WorldPay payment option?
WorldPay is our preferred card payment processor, and is part of the Royal Bank of Scotland. WorldPay acts as a secure third party, processing card payments on a secure site. As a result Fighting 15s does not see a customer's payment details, making it a safe internet payment system: customers entrust their payment details to a UK bank, not the retailer.
The disadvantage of this system is that Fighting 15s cannot add items to an order once it is placed because we do not have the details necessary to charge for them. The WorldPay system also charges for an order the moment it is placed in the shop, regardless of whether an item is in stock or whether it is only available to special order.
Customers who pay by credit card over the phone or by mail order obviously entrust us with their payment details, which we process using Worldpay's secure online payment system.
How do I pay if I live in Europe and do not have a credit card?
Most European post offices can issue a eurogiro cheque (see www.eurogiro.com for outlets). Eurogiro cheques should be made payable to Fighting 15s. You can order online and should choose the option to pay by cheque. Our shop will therefore record the order, and all you need to do is get to a post office and arrange the eurogiro cheque. Your post office acts as an agent: the cheque is issued by Alliance & Leicester Bank in the UK, and arrives by UK domestic post.
To arrange a eurogiro cheque, you will need Fighting 15s' address and the total amount of the order.
If you do not want to entrust your credit card details to online shopping systems, a eurogiro cheque is the ideal payment option (see www.eurogiro.com for agents in your country).
Do you accept direct money transfers (IBAN)?
No. The charges imposed by UK banks make such money transfers uneconomic for us.
Do you offer discounts for large orders?
Perceptions of what constitutes a large order vary from person to person. From our point of view, a large order is more than GBP500.00.
We never give discounts for payment by credit card. The reason is simple: the card processing company charges about 5% of the order value. If you want to place what to us constitutes a large order and you want a discount, you need to pay by cash, cheque or debit card: we will then deduct the 5% that would otherwise have gone to the card processing company.
Please bear in mind that even though Fighting 15s is registered for VAT and our turnover is high for a small wargames figures business, our actual net profit is tiny (partly because we are mainly a retailer rather than a manufacturer and our margins are lower).
I am trying to fax an order, but your fax machine won't respond. What can I do?
We do not have a fax machine but instead use a fax service that sends us faxes as encrypted emails. Callers from some countries' telephone exchanges may not be able to fax successfully - this particularly affects callers from Italy. There is nothing we can do about this. Please submit your order by post.
I live outside the European Union. How do you handle Value Added Tax (VAT)?
VAT at 17.5% applies only to goods sent to destinations in the European Union (EU). If you live outside the EU and we send your goods to an address outside the EU, then VAT is deducted from our prices. The shopping cart handles this automatically when you pick the appropriate tax region. An item that costs, for example, GBP2.35 to a customer in the EU will cost only GBP2.00 to a customer who lives outside the EU.
Customers who live outside the EU but want items delivered within the EU, for example to a figure painter, must pay VAT. We need proof of posting that shows an item is sent to an address outside the EU if we are not to charge VAT.
If VAT is due on your order and somehow you manage not to pay it in the shopping cart, we will email to advise you. If the due amount of tax is not paid, quantities in your order will be adjusted so that the correct tax is paid.
Why can't I add more items to the shopping cart?
The shopping cart has a limit of about 40 items. Internet shopping carts are not necessarily geared to the needs of wargamers!
If you want to order more items than the cart allows, please email your extra requirements. Please note that because the Worldpay payment system hides customers' card details from us, you will also need to contact us to pay the balance of the order - we most commonly arrange this via PayPal.
What basis is used for calculating delivery charges?
Fighting 15s aims to charge a fair rate for delivery without using delivery charges to make a profit. Delivery charges are made on the basis of covering the cost of packing materials, postage and any fees appropriate to the order (such as bank/card charges and fuel surcharges). These costs mean that we have a minimum, non-negotiable delivery charge.
Postage is calculated based on the weight of items ordered. Each item in the shop is assigned a weight in multiples of 10 grammes (the minimum we can apply to an item, and the increment by which weights rise). Because many wargames figures weigh less than 10g, or fall awkwardly between multiples of 10g, we typically group figures in packs of 4s or 8s to get the fairest weight per shop item.
Any airmail order of 500g or more is automatically charged to be sent by registered post. Any UK order of 750g or more is automatically charged to be sent by special delivery or insured parcel. UK orders worth £30.00 or more but which weigh less than 750g are usually sent by recorded delivery.
Paper flags are zero-weighted. You can order as many as you like and the delivery charge won't change.
The total weight as calculated by the shop determines where the order falls in terms of the Royal Mail's weight banding for large letters or small packets. We allow 50g per order for the weight of packaging. For typical UK orders, postage actually works out around 10% of order value, but this percentage decreases as order sizes increase. Charging by weight, rather than a fixed percentage, is the fairest means of determining postage, and the shopping cart is pretty accurate.
For mail order, however, if the buyer pays by cheque we use typical percentages as the basis for delivery charges coupled with a minimum delivery charge: this is the easiest way for such customers to work out the appropriate delivery charge.
We do not charge for packing the order, but there is a handling charge of GBP0.75. This mainly covers the cost of packing materials; the balance contributes to bank or card handling charges, and to the fuel surcharges that we are now having to pay on imports.
VAT applies to delivery charges for items sent to addresses within the EU. Even though postage itself is exempt from VAT, the tax must be applied to a business's delivery charges based on the VAT rate appropriate to the items sent.
I only want one figure but don't want to pay the delivery charge in the shop. Can you cut me a deal?
We do not have a minimum order size but we do have a minimum delivery charge. This charge is not negotiable. Customers therefore have the flexibility to order just one item, but must pay the associated minimum delivery charge. The delivery charge takes account of all our costs in processing and sending out an order. In short, we won't cut you a deal because we're not in business to lose money.
Can I order figures that appear on Eureka Miniatures' website but not on yours?
Provided that the figures are from Eureka Miniatures' own ranges, or from the 15mm range of AB Figures, you can order almost any figure. Except for a few codes, which we do not stock nor obtain from Eureka, the reason why they are not on Fighting 15s' website is simply that we didn't know they were missing. Eureka's range is huge and in populating our own site we may have overlooked the odd code.
We cannot obtain the following code: PAXR42 Hardlove Steam Charger. The vehicle is made by Ground Zero Games and therefore is available from that company in the UK.
We will not order in or supply, nor enter into discussion about, the following codes: 100DANxx, 300NFR05, 300NFR06. No, really: no discussion at all.
Can I order specific variants of figures?
All figures are picked at random. Our mix of variants depends entirely on what is supplied by the manufacturer and we may not have a particular variant or even all variants of a figure in stock.
We cannot guarantee to supply a specific variant, even if a customer provides a picture of it. We cannot guarantee to provide all variants of a figure even if a customer orders a number of figures equal to the number of variants.
We cannot accept orders that are conditional on the supply of particular variants.
Can I order Coat D'arms Paints that do not appear on the Fighting 15s website?
Fighting 15s stocks the full range of Coat D'arms water-based acrylic paints, and all these are available on the website. We do not stock or sell Coat D'arms solvent-based aerosol paints. According to Royal Mail regulations it is illegal to send solvent-based paints or aerosols by post, and courier charges from our location on the Isle of Wight mean that it is not not financially viable to use the few services that will carry aerosols or solvent-based paints.
What happens if my order goes missing in the post?
We replace orders that go missing or refund the value of the order in full. For international orders that go missing, it is usually most economic for us to refund in full rather than replace the order.
We cannot, however, process claims for missing parcels in the UK until 15 days have elapsed from the date of dispatch. We cannot process claims for missing parcels to destinations outside the UK until 25 days have elapsed. These limits are set according to Royal Mail claim requirements for lost parcels.
Most of the time missing parcels have not in fact gone missing. They invariably turn up at local sorting offices because an attempt has been made to deliver, but the recipient has not been at home. Although recipients should be advised that an attempted delivery has been made, these delivery advice cards can go astray. We recommend that customers check first with their local sorting office (not post office) in case a parcel is being held for them.
International orders can sometimes accidentally go by surface mail, in spite of their airmail labels. Such orders will typically take six or more weeks to arrive.
If we have gone out of stock of an item in a missing parcel, we regret that it will probably take at least eight weeks before we are able to send replacements. If it becomes apparent that replacement stock will take an excessively long time to arrive, we will simply refund your order in full.
If ordinary airmail orders to worldwide and European customers go missing, we usually require those customers to use insured delivery options for all subsequent orders.
What happens if I fail to collect an order from my sorting office?
Customers typically have one week to collect an order from their local sorting office if it cannot be delivered. If the order is not collected it is eventually returned to us by the postal service. Fighting 15s refunds the value of the order when the postal service returns the order to us. This process can take three or more weeks.
For most orders placed in the shop it is not economic for us to pay postage again for an order that has not been collected. Transaction charges mean that it is not economically worthwhile to send an order again even if the customer pays additional postage. We therefore refund the value of an order that is returned to us because it is the least costly solution.
Is Fighting 15s part of Eureka Miniatures?
Fighting 15s is the European agent for Eureka Miniatures of Australia. The two companies are separate, independent businesses: Fighting 15s is not, therefore, a subsidiary of Eureka Miniatures. Fighting 15s imports figures that are made by Eureka Miniatures or casts them under licence.
What happened to your news page?
It has been replaced by the FAQs page. Our news headlines now appear in the sidebar to the right of the shop, and our news site can be found at www.oozlumgames.co.uk.
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