Customer Services

Here you will find useful information regarding ordering with us.

If you are contacting us by email, we aim to respond within 24 hours, however, in busier periods it may take a little longer. For any urgent queries, please give us a call and we'll be able to help you straight away. All information will be processed in accordance with our Privacy Notice.

Payment Options

How can I pay for my order?

Orders

What is a Pre-Order? When will I receive my pre-order? My order contains products that are available at different times; when will I receive my order? My order has not arrived yet, how do you handle missing orders? I'm sending a gift; do you include invoices or prices in the order?

Mispack/Damages

How do you handle miscasts or damaged parts parts? How do you handle incorrect or missing items/parts from my order?

Returns

Can I return an order/item?

Products

Why are some items restricted? What products count towards free delivery? What does the ‘Email me’ button do? What does the ‘Sold Out’ mean? What is ‘Last Chance to Buy’? What is 'Print on Demand'? What is 'Made to Order'?

Import Duty

How do you handle import duty?

Virtual Vouchers

How do I redeem my Virtual Gift Voucher?

Still can’t find the answers you are looking for?
Please do not hesitate to contact our Customer Services team on 0044 115 900 4995 or email them on forgeworld@gwplc.com.

 

How can I pay for my order?

Payment can be made by:

  • Visa and MasterCard
  • PayPal
  • Forge World Virtual gift vouchers

All prices are in Danish Krone and we will display the total of your order before you confirm it.

What is a Pre-Order?

New products are available to pre-order on our webstore almost every Friday. Pre-ordering guarantees that you’ll be among the first to get your hands on the hottest new books and miniatures.

Sometimes we will have limited and special editions on sale. These products are usually available in very small quantities and are often exclusive to www.forgeworld.co.uk – in most cases they sell out during the pre-order week!

When will I receive my pre-order?

Preorders are dispatched for delivery on or after the launch date (on Fridays).

As some postal services don't deliver at the weekend, pre-orders will arrive from the Monday after the launch date depending on what delivery method you've chosen at checkout.

My order contains products that are available at different times; when will I receive my order?

If your order contains available products and any or all of the following:

Preorder products,
Made To Order products,
Print On Demand titles,
Products that will be available to ship after 7 days or more of you placing the order,

At checkout, you can choose to have them sent separately as soon as they become available.

All parts of the order will be shipped to the same destination and the shipping charges are based on the total value of every part of the order and the type of delivery you choose at checkout.

How do you handle miscasts or damaged parts parts?

If you are unhappy with the condition of your products, please don't hesitate to contact us. One of our Customer Service team will be happy to help solving the issue.

For issues regarding the quality of your products, please provide us with the following information:

  • The order number for your purchase.
  • Some photographs and a description to explain the issues with your product(s).
  • The product batch code. The batch code is a 6 digit number, printed either on the bar code label attached to the bag or box, or on the rear of the label inside the clam pack, horizontally on the right-hand side.
  • Confirmation of your shipping address, email address and contact telephone number.

How do you handle incorrect or missing items/parts from my order?

For issues regarding wrong or missing items from your order, please don't hesitate to contact us with the following information and we will be more than happy to help:

  • The order number for your purchase.
  • A description of the problem.
  • Confirmation of your shipping address, email address and contact telephone number.

My order has not arrived yet, how do you handle missing orders?

Whilst we will take reasonable steps to ensure that your order is dispatched and delivered on time, for Standard delivery please allow up to 10 working days from the date of dispatch for your order to arrive.

For Express and Express Air deliveries, your parcel’s tracking number can be viewed in the My Account section of the webstore.

If the order is still missing, please do not hesitate to contact us with the information below and we will sort it out for you immediately:

  • The order number for your purchase.
  • A description of the problem.
  • Confirmation of your shipping address, email address and contact telephone number.

Can I return an order/item?

We hope that you will be happy with all of your purchases from Forge World. However, if you are not, please be aware that you have the right to cancel the contract between us.

If your order has already shipped, we will provide you with a returns address and a full refund will be processed within 10 working days of your order having been returned and received by us in a resalable condition.

If your order has not yet shipped, a full refund will be processed within 3 working days of your notice being received by us.

You may also choose to exchange the goods for Forge World Virtual Gift Voucher of the same value.

I'm sending a gift; do you include invoices or prices in the order?

During checkout you have the option to mark your order as a gift and include a personal message. All orders marked as gifts will include a special gift invoice that contains your personal message and the order's contents with no price information.

Why are some items restricted?

When shopping with us you may notice that we have placed age and quantity restrictions on some of our products such as Forge World Solution. This is to safeguard our younger customers and comply with various laws and regulations around the world.

When you add any of these items to your shopping cart you will be alerted by a message informing you that the product is age and/or quantity restricted.

For age restricted items by adding the product to your basket and completing your purchase, you confirm that you are of the required age to purchase this product, (i.e. over the age of 16 in some territories, 18 in others).

Some of our products are restricted by the amount you can buy at any one time, so you can only buy 2 of these products in any single order. You also need to buy these items with other non restricted products, such as our great miniatures or pots of paint.

We take our responsibilities as a global retailer very seriously.

What products count towards free delivery?

When calculating whether or not you qualify for free delivery, our system only counts products that will be physically delivered to you - such as miniatures, books and Hobby supplies. Forge World Digital Editions and Virtual Gift Vouchers don’t count towards your free shipping threshold.

How do you handle import duty?

Forge World is not responsible for any charges you may have to pay in taxes or customs duty. Please contact your local customs office to establish what charges you may incur if you order from outside the United Kingdom or the EU.

What does the ‘Email me’ button do?

Whenever one of our products is out of stock we replace the “Add to Cart” button with “Email me” – click it to receive an email alert when the item is back in stock.

What does the ‘Sold Out’ mean?

When you see a product image greyed out with the Sold Out banner across it, that means the product won't be coming back into the webstore. The Add to Cart button is removed and the product's availability changes to ‘no longer available’.

What is ‘Last Chance to Buy’?

When we are down to the last few of a product and we know we won't be getting any more, we will move it to the Last Chance to Buy section. Just be aware that some very fast selling products, especially Limited Edition books, might sell out before we get chance to move them into Last Chance to Buy.

What is 'Print on Demand'?

Sometimes novels we haven't made for a while become available to order for 4 weeks only. These products can be found in the 'Print on Demand' section. Once you have ordered your titles they can take up to 35 days to be printed and dispatched. You will receive a dispatch email when they leave, so you know they are on the way.

What is 'Made to Order'?

Sometimes products we haven't made for a while become available to order for 1 week only. These products can be found in the 'Made to Order' section. As we don't start making Made to Order products until they have been taken off sale it can take up to 35 days to dispatch. You will receive a dispatch email when they leave, so you know they are on the way.

How do I redeem my Virtual Gift Voucher?

Redeeming a Virtual Gift Voucher couldn’t be easier. Here is a step-by-step guide to help you along.

  • Sign into your account, if you don’t have an account don’t worry, creating one is not only free, but its really quick and easy - register here.
  • Click on the My Account header at the top of the webpage
  • Select “My Virtual Gift Vouchers” from the options on the left hand side.
  • Enter your voucher code in the box provided and click the “Add to Account” button.
  • The value of your voucher will then be added to your ‘current available voucher balance’.
  • You can now place your order and during checkout you will be given the option to pay using the funds in your "current available voucher balance".

If you experience any problems please don’t hesitate to contact our Customer Services team.