Last updated 25 March 2020
Please read these FAQs to avoid sending a question by email that can be answered from the information below.
Fighting 15s remains open during the UK's lockdown, imposed on 24 March. We are casting, packing and dispatching orders: casting is taking place in our temporary location pending repairs to our casting room roof, which blew off during Storm Ciara. We now do not expect repairs to happen for several months.
Both Ian and Janet are working from home during the lockdown: we do not need to venture out except to buy food (we have plenty of room to exercise in the garden), and on those essential trips orders get posted in a safe location in Yarmouth, which is almost deserted at the time so we don't run into anyone. Yarmouth is usually deserted at that time even without a lockdown caused by a pandemic. :-)
All orders are being dispatched using Royal Mail's click and drop service so we can buy postage online. No orders are using signed for or tracked delivery, because to use these services we would have to use a post office and queue.
We have a good stock of boxes and packing materials. We will therefore only close if we run out of packing materials, or if the lockdown becomes more severe, or if postal services stop.
Fighting 15s is no longer the agent for Eureka Miniatures and AB Figures. All codes for AB, Eureka, Shadowforge and Laughing Monk are limited to what Fighting 15s has left in stock. If a code runs out, it will disappear from the site: Fighting 15s cannot obtain new stock, or replacements for breaks or miscasts. Any items from AB, Eureka, Shadowforge and Laughing Monk are sold as clearance items.
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 (this does not apply to AB Figures, Eureka Miniatures, Shadowforge or Laughing Monk, which are sold as clearance items and once out of stock will remain out of stock). 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.
On the current schedule, even though the UK is now definitely going to leave the EU on 31 January 2020, orders to EU countries will not be affected until the transition period ends, currently due to happen on 31 December 2020.
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 email@example.com.
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.
No. The local branch of our bank has closed, meaning that the most accessible route for paying in cheques and postal orders has gone.
Fighting 15s accepts payment by PayPal and by Visa and Mastercard credit and debit cards. The site offers two payment gateways: PayPal, for payment by PayPal and by credit or debit card; and Stripe, for payment by Visa or Mastercard credit or debit cards and Apple Pay.
The PayPal and Stripe 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 or Barclaycard epdq, 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.
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.
No. There's no point getting upset or angry that Fighting 15s will not provide specific variants: you've been told no.
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.
While orders of a higher priority exist, orders with a lower priority are put on hold.
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.
Fighting 15s is also active on The Miniatures Page. Our membership is no longer blocked, and we are again able to post using the business's name.
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, Australia and in the USA prices can also be displayed in euros, Swedish kronor, Australian dollars 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.
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. This will change once the UK exits the EU: when the transition period ends, currently on 31 December 2020, only invoices for orders delivered within the UK will include VAT.
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.
Please note that the summary email from the shop confirming your order has been placed currently shows a very shorthand version of the breakdown of prices: a sub-total of the items ordered inc VAT, delivery excluding VAT, and a total including VAT on the items and on delivery. The first two do not add up to the last one, because the summary does not clearly show the effect of VAT on delivery. Fighting 15s has raised this matter with our ecommerce provider because it is confusing to customers: we are waiting on its resolution.
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. In general, however, Fighting 15s allows £0.50 towards packing materials and the cost of getting parcels to a Post Office.
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.
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.
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 the postal service 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 firstname.lastname@example.org. 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.