FAQs

What scale are your products?

Unless otherwise stated, all our products are 1:12 scale (1") We also produce a limited range of accessories in 1:6 (playscale).  These are listed separately from the 1:12 items.  We also accept commissions for pieces in scales other than 1:12.  

I'm having problems sending you a message via the contact button.  What can I do?

You can email us at elfminiatures@yahoo.co.uk

How do I find what I'm looking for?

Look for the general category on the left hand side of the website.  When you click on a main category, it will open up a drop down menu of sub-categories, again on the left side of the website.  Click on any category for details of products. You may need to scroll down the page again to see the sub-categories.

How do I know how much shipping will cost if I make an order?

Add any items you are interested in to the shopping cart.  You will then be able to choose a shipping method, and it will show the cost of shipping those items.  If you add or remove items, the shipping cost may change.  If you do not wish to proceed at this point, you can simply empty your shopping cart. You will not have been charged anything.

How can I get prices in my currency?

We have a range of currency options. These are shown on the top right hand side of the website.  Choose USD, EUR, AUD, or CAD and all prices will then be shown in that currency.

Do you ship to my country?

We ship to almost every country in the world, including (but not exclusively) Australia, Brazil, Canada, Europe, Hong Kong, Malaysia, Mexico, New Zealand, Russia, South Africa and the USA.  We strongly advise using Airsure/Signed for some destinations (if you are in doubt, please contact us using the contact button at the top of the website).

How do I know if you have sent my order?  

If you click on "Order tracking" at the top of the website and insert your order number (this would have been on the email notification you received when you placed your order. If you haven't received it, please check your spam/junk box as they can be filtered out by Anti spam filters) you can check the status of your order.  If it says "completed" it means that either your order has already shipped or it will be shipped in our next collection. Please note that we now only ship three times a week.  If you need something urgently, please advise at the time of ordering. 

How long will my parcel take to arrive

Overseas:

The average is approximately 1 week, though some parcels arrive in 2/3 days, and others occasionally take 3/4 weeks.  It is VERY RARE for parcels to get lost.  For higher value parcels, we recommend Signed for/Tracked, which is usually quicker than regular airmail and is tracked and/or requires a signature on delivery. If you need something urgently, we can send by DHL or UPS, but this is considerably more expensive.  Some playscale orders (such as bespoke kitchens), because of their size, can only be sent by DHL/UPS, but we would inform you of this at the time of ordering, and give an estimate of cost.

UK orders only:

For most parcels we  use either Royal Mail 1st class or the Hermes courier service, depending upon the size and weight of the package. Royal Mail 1st class should arrive the next day while the Hermes service takes 2-3 days.    This change has come about due to the alterations in the pricing structure of Royal Mail, which mean that many relatively small parcels cost substantially more to send by Royal Mail, and therefore to keep costs down we use the courier service instead.  Note that we no longer ship daily, but aim to ship three times a week.  If your parcel is urgent, please inform us at time of ordering. 

For guaranteed next day delivery – for orders up to 2kg we use Royal Mail Special Delivery and for orders weighing over 2 kilos we may use a courier, such as UPS.

What do I do if an item is faulty?  

Please contact us, and we will arrange a replacement, or refund you.  We will also refund your return postal charges, but please do NOT return any item before contacting us. If you do so, you may have to pay all or some of the postal charges. 

What do I do if I wish to return an item?

We want you to be happy with your purchases.  If for any reason you are unhappy with your purchase (perhaps for example, it won't fit where you wanted it to go, or the colour is different from the way you had envisaged it) you may return the item within 28 days for an exchange or a full refund of the purchase price.  In addition, if for any reason you delay the return of an item, we may accept the return for up to three months, but in this instance, you will receive a credit note for the value of the item.  Cash refunds are not given after 28 days. The credit note is valid for one year from the date of return, and can be used in payment or part payment of any order. 

Please note that bespoke items (one-off items made specifically to order for you) cannot be returned unless there is a fault.  If in doubt, please contact us.