+44 (0) ​​​​​​​2380 970715

Last updated 12 July 2019

Please read these FAQs to avoid sending a question by email that can be answered from the information below.

I cannot find a code from AB Figures/Eureka Miniatures/Shadowforge/Laughing Monk –  where is it?

Fighting 15s ceases being the agent for Eureka Miniatures on 4 September 2019. This affects codes from Eureka, AB, Shadowforge and Laughing Monk. As codes from these ranges go out of stock they are being removed from the website. New releases and replacements for existing items are not being ordered into stock because Fighting 15s is clearing stocks of all four manufacturers. If you cannot find a code from one of the above manufacturers it is either out of stock or is not being ordered into stock, and has therefore been removed from the site.

Is a particular item in stock, or when is a particular item due back in stock? Is this where I should look when directed by the Contact form to check the FAQs?

Fighting 15s is no longer ordering items from Eureka Miniatures, AB Figures, Shadowforge Miniatures or Laughing Monk Miniatures. If an item from these Australian manufacturers goes out of stock, it will remain out of stock.

Any figures in our own ranges – Gladiator Miniatures, Martian Empires, Fighting 15s – may have to be cast to order, but will not be out of stock.

The shop is now working to live stock levels, which means if an item is listed in the online shop there should be at least one in stock or Fighting 15s is able to cast it to order. The exception is the flags, which are not properly set up for live stock levels yet: Fighting 15s may therefore have to obtain them from the designer, but that usually takes only about a week. We still have to reinstate most of the Eureka Miniatures section to cope with live stock, which is why that part of the shop is a bit bare.

How will Brexit affect Fighting 15s?

No one has the faintest clue as yet about how Brexit will affect imports and exports. Unless the UK remains in the customs union there are implications for international customers and Fighting 15s about tax on orders that mean we may need temporarily to close for a short period around Brexit-day – whenever that is.

Do you back-order items?

Fighting 15s regrets that it will no longer back order items for customers. 

How do I contact Fighting 15s?

Phone: Our landline number is +44 (0) 02380 970915, provided by Skype and therefore linked to our Skype account. We pick up calls from this number via a mobile handset.

If Fighting 15s cannot be reached by phone then we may be out at the post office, casting figures, or dealing with a family emergency. Sometimes we take holiday or a bathroom break. Sometimes, by chance, that coincides with each and every time that someone calls over a period of days or weeks.

Please leave a message, making sure to leave a contact number: Fighting 15s receives a number of messages from customers who do not leave a contact number, or who leave an incomplete or indistinct number, and unfortunately we are unable to return such calls.

Paid-for orders placed in the online shop receive priority over anything else, and orders placed by phone or email take second place to them. Fighting 15s regrets that it is currently unable to take orders by phone or email because of the number of online orders that have to be processed.

Please note that in the event of a return phone call being answered by a customer's spouse who is hostile to the idea of their partner buying toy soldiers, Fighting 15s will no longer return calls to that number.

VoIP (Skype): ianiow

Fax: We do not have a fax number.

Email: Our email address is hq@fighting15sshop.co.uk.

Paid-for orders placed in the online shop receive priority over anything else, and phone orders and emails take second place to them. None the less, emails are dealt with as quickly as possible, though a reply may be a few days in coming if Fighting 15s is busy with orders. Fighting 15s regrets that it is currently unable to take orders by phone or email because of the number of online orders that have to be processed.

Please don't be surprised if Fighting 15s does not answer emails that ask questions that are answered in the FAQs. The FAQs are intended to avoid wasting both your and our time.

In person: 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.

Does Fighting 15s accept cheques or postal orders?

No. The local branch of our bank has closed, meaning that the most accessible route for paying in cheques and postal orders has gone.

Which payment methods does Fighting 15s accept?

Fighting 15s accepts payment by PayPal and by Visa and Mastercard credit and debit cards. The site offers three payment gateways: PayPal, for payment by PayPal and by credit or debit card; Barclaycard, for payment by Visa or Mastercard credit or debit cards; and telephone payment, for payment by card without using an online payment gateway. It is the customer's responsibility to phone Fighting 15s to make payment if the telephone payment option is chosen.

The PayPal and Barclaycard payment gateways are third-party gateways, which means that Fighting 15s never sees customers' card details for payments taken through them. Payment is taken automatically at the time of ordering. Fighting 15s cannot, therefore, add items to an order paid for using a third-party gateway because we do not have the necessary payment details.

Parts of the site may refer to Worldpay, which Fighting 15s no longer uses. The site was first launched in 2005 and a lot has changed since then: we remove out of date references as we find them.

How do I pay if I do not have a PayPal account?

You can use the PayPal payment gateway to pay by credit or debit card. Fighting 15s has had to move to PayPal's express checkout system following a change in the company's terms and conditions. The express checkout, however, does not make obvious the ability to pay by card without a PayPal account. Customers need to create a "guest" PayPal account to pay by card by clicking on the "create an account" button: this will bring up the necessary page to enter payment card details – use this page to submit payment.

Alternatively, use the Barclaycard epdq gateway to pay by card.

You can also choose the telephone payment option to pay by credit or debit card. It is the customer's responsibility to phone Fighting 15s to make payment.

We regret that because of the closure of local banking facilities we no longer accept cheques or postal orders.

Is the Fighting 15s site secure?

The whole site should provide a secure https:// connection. This means that all communications between your browser and the website are encrypted and therefore secure. A padlock should show in the browser's address bar.

Can I vary pack contents?

No.

Can I specify particular variants?

No. We will no longer enter into discussion about this subject.

What is Fighting 15s' priority for dealing with orders?

Fighting 15s' prioritizes orders as follows:

First, any order placed in the online shop for which payment is taken at the time of ordering by the payment processing gateway (PayPal or card payments). Oldest orders are dealt with first. Orders for which figures must be cast are picked to the extent that it is possible, and put to one side until our casting list is big enough to warrant a casting session. Fighting 15s will in such instances skip such orders and move onto orders that can be picked and packed immediately.

Second, any order placed in the online shop for which a customer provides card payment details by telephone. Payment is taken only at the time of dispatch; and

Third, orders placed by any other means, such as by phone, post or email. Such orders require Fighting 15s manually to create an itemized invoice and manually to take payment, significantly increasing the time required to deal with an order. During busy periods, we simply do not have time to deal with such orders and they will be left until all online orders have been cleared.

Fighting 15s regrets that it is currently unable to take orders by phone or email because of the number of online orders that have to be processed.

While orders of a higher priority exist, orders with a lower priority are put on hold.

Where does Fighting 15s hang out on the internet?

Fighting 15s does not always have time to look at wargames forums on the internet, but nowadays we mainly visit Lead Adventure Forum (http://leadadventureforum.com). Lead Adventure Forum is particularly good if you want to see what other gamers are doing as projects.

Please note that we do not hang out on The Miniatures Page. Our account on that site has been locked, apparently because we raised the issue about why the site does not have a privacy page given TMP's large European user base and the introduction of the EU's General Data Protection Regulations (GDPR). Because our account is locked, we cannot post on the site. See https://oozlumgames.com/2018/05/26/fighting-15s-and-the-miniatures-page. TMP has been touchy about the subject of an obvious privacy policy for some time. Fighting 15s honestly cannot recommend a website that refuses to publish an obvious privacy policy, especially since some of us have been busy complying with the GDPR ourselves.

How accurate are the foreign exchange rates?

All of Fighting 15s' prices are set using pounds Sterling and all financial transactions are performed using pounds Sterling. For the convenience of customers in the EU, Sweden and in the USA prices can also be displayed in euros, Swedish kronor, and US dollars: those prices are based on the average exchange rate at the time. By definition the average exchange rate, based on the average of buying and selling rates, will always differ from the actual exchange rate for either buying or selling.

Can you explain VAT on invoices?

Fighting 15s is registered for VAT as of 1 October 2007. Our VAT number is GB 917 3277 15.
Shop prices include VAT at 20%. On invoices for orders delivered within the EU, itemized product prices and product totals include VAT. Note that the sub-total in the shopping cart is the ex-VAT sub-total, which can be verified by totalling the ex-VAT prices of individual items, and the VAT on an order is shown separately.

Please note that although postage is VAT-exempt in the UK, postage is not the same as a delivery charge. Delivery is regarded as a service and therefore attracts VAT.

In the picture below, the cart shows the breakdown of a shopping cart: the sub-total, which is equal to the total ex-VAT price of the item or items; the delivery charge ex and inc VAT; the VAT total for the items and delivery; and then the total VAT inclusive price of the items and delivery.

VAT is deducted in the shopping cart for customers where appropriate provided that the correct country is chosen for delivery.

How does Fighting 15s calculate postage?

First off, please note that Fighting 15s has a delivery charge, not a postage charge. In the eyes of the UK tax authority, offering delivery is a service and therefore VAT must be added. The whole therefore becomes not just postage but a delivery charge.

Fighting 15s calculates delivery charges based on the weight of an order and in the UK uses Royal Mail rates for 1st class signed for mail. In addition, Fighting 15s allows for the following costs: packaging materials (box, bubble wrap, Ziplok bags, packing tape) and the cost of taking orders to the Post Office (fuel and running costs of the Fighting 15s vehicle). Fighting 15s makes no allowance for the time involved in packing an order. As of December 2017, the running costs of the Fighting 15s vehicle alone were £10 per working day, and as a typical Post Office run is for 10 to 12 parcels, customers can work out that this contributes 83p to £1 to each order. Apart from postage the cost of getting orders to a Post Office is the biggest factor in determining the delivery charge. The cost of packing materials per order is from 40p to 50p and is mainly affected by the price of the box.

In general, however, Fighting 15s allows £1 towards packing materials and the cost of getting parcels to a Post Office. The delivery charge therefore is worked out of the basis of the Royal Mail rate for the weight plus £1, plus VAT.

Fighting 15s' policy is that it should on average neither make a profit from nor lose money on delivery over the course of the accounting year.

Fighting 15s' delivery charges are non-negotiable.

Why does Fighting 15s have a minimum order value?

Fighting 15s works on the basis that it must make a minimum profit on each order, and the minimum order value is set according to Fighting 15s net profit as determined each year in the business's accounts.

Fighting 15s' minimum order value of £10 plus delivery is non-negotiable.

Supermodel Linda Evangelista famously wouldn't get out of bed for less than £10,000 a day; Fighting 15s is pretty cheap at £10.

Does Fighting 15s offer any discounts?

No.

Does Fighting 15s hold sales?

Fighting 15s does not hold sales for the reason that regular, predictable sales (for example, Black Friday, Boxing Day, January sales, sales on the weekends of particular shows) devalue the business.

What happens if I have a problem with an order?

The first thing to do is email or phone us and resolve it by communicating properly and courteously. All contact details are provided in the emails sent to customers about their orders; the contact page of the site also provides a form for email contact.

For customers in the UK, please check Track and Trace on the Royal Mail's website if your issue is about a delayed or missing parcel. Fighting 15s sends out standard UK parcels by 1st Class Signed For mail (or Special Delivery if the tracked option is chosen) and emails each customer a unique Royal Mail reference number on dispatch. Track and Trace allows a customer to check when a parcel was dispatched, and its current status. 1st Class Signed For items should arrive within one to two working days of dispatch, a week at the outside. Customers should therefore check an order's status via Royal Mail within one week of dispatch, not leave it two, three or even four weeks, by which time a parcel will probably be on its way back, returned by Royal Mail.

Fighting 15s finds it difficult to have any sympathy for a customer who is provided with all the information to find out where their order is, but does not use this information in time: allegedly not receiving a "while you were out" card from Royal Mail is not an excuse when a tracking reference is provided. In short: please use a tracking reference when it is provided to keep tabs on a delivery.

Customers that pay by PayPal may choose to file a PayPal dispute. However, Fighting 15s takes a dim view of customers that file a PayPal dispute without first attempting to resolve a problem by phone or email – especially if all that has happened is that a wrong code was accidentally provided.

Ultimately, within the EU a dispute can be referred to the online dispute resolution service at https://webgate.ec.europa.eu/odr/. The relevant email address for Fighting 15s is hq@fighting15sshop.co.uk. Any problems with an order should first be advised by phone or email; the EU's dispute resolution service is a last resort and NOT the first thing to use. Obviously, this disputes facility will not be available when or if Brexit takes place.

What's the best way to wind you up?

First, not reading information clearly presented on the website, particularly in the FAQs, Ts&Cs, the contact box, or the important information in the shopping cart. Particularly the brief messages in the contact box and the shopping cart.

Second, mentioning you can get something from Australia quicker, or worse direct from Tony Barton. It's quite belittling of what Fighting 15s has achieved since 2004, and the fact that nowadays Fighting 15s is largely able to fulfil orders quickly without a long wait for stock, even though our actual deliveries of stock may take three or months to arrive. But inevitably we can get very busy, particularly after holidays, and it's then that what are quite frankly insensitive comments really do provoke. Expect to be handled firmly.