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ยป Customer Service

Customer Service

Welcome to our Customer Service page!

If you got here, you surely need some help or want to ask a question. No
matter the case - feel free to contact us and we will answer as fast as possible! Send message now >>>



How "FREE shipping" works in your webstore?

All orders over 50 GBP, 50 EUR or 63 USD are shipped at our expense. You pay only for products, so it's worth adding a few items you find interesting and save on shipping. All you need to do is exceed the indicated amount and the store will automatically include free shipping, no matter where you live. Remember - we ship worldwide!


I have placed an order. When should I expect shipping?

Order has been placed. What now?
If you order directly via our webstore, you will receive three automatically generated e-mails with order status updates:
1. Order accepted
- We confirm receiving your order.
2. Order in realisation
- We realise orders within 1-2 working days. If ordered item is out of stock,
realisation lasts 3 working days.
In case of extremely rough time, we will inform you about possible delays.
3. Order shipped
- After completing the order, we ship the package on the next day.
If anything is not clear or you would like to know more, contact us anytime! We will pleasurably resolve your doubts. 



Delivery of my order takes too long.

Your parcel probably got stuck in the sorting room or there is another reason why it can't reach the destination. It should be noted that postal workers also like our miniatures. In order to help you find out what happens with your order, we need you to send us it's number. It would be helpful if you provided us with your delivery address as well, so we could easily check if it's the same as the one in the outbox book.
If you live outside EU, delivery will naturally take longer due to sorting and customs control.



I received my package but some of the items are different from what I ordered.

It may happen sometimes that we miss something out and as a result your package contains wrong items or their incorrect quantity. First of all, we kindly apologise for a possible mistake. Please, let us know about it and we will send correct items as soon as possible! 


I want to order items that are almost out of stock or currently unavailable.

That’s easy - our capable work force in the foundry will make new products for you and the shipping department will send them at once. We would greatly appreciate your patience though, as sometimes we get overwhelmed with number of orders and tricky casting problems.


What other way can I place an order apart from your website?

We accept the following ways of ordering:
1. Mail: spellcrow@umbraturris.com
2. Phone: +48 730 704 784
3. Facebook - Messenger

In case you decide to make an order via e-mail or over the phone, rules stay the same - only the way of communication changes.
If you need more information, please go to: Shipping & Delivery or message us directly.



Can I purchase a single component from a kit?

Normally, we don't sell single components but we are always open to your individual wishes. Please email us at: spellcrow@umbraturris.com.
We will look into your request and see if it's possible to give you that particular component, depending on availability.



I'd like to see your product in person - where's my local stockist?

The list of all stores we cooperate with is here: Resellers and distributors >>>
If you have a nearby store which doesn't stock our products yet, let us know! We will try to change it. :)


I run a game store and would like to stock your products - how do I do so?

Please contact us by e-mail: spellcrow@umbraturris.com or phone: +48 730 704 784.
We will get back to you shortly!



I run a game club, and we would like to use your components/models - what support do
you offer?


Currently we are trying to develop the best system of supporting game clubs.
In the meantime, with any questions you may call Tatiana: +48 730 704 784 or contact us easily via mail: spellcrow@umbraturris.com.



I'm running an event, how can I have some support?

Generally it is our pleasure to support events. We are a united community of gamers. If you want our support, please write to: spellcrow@umbraturris.com or call us: +48 730 704 784. We will get back to you shortly.


Can I review a product?

Of course. Please, write to spellcrow@umbraturris.com with your request. We are curious to see what you're offering!
 


I have another problem/question/suggestion.

Don't hesitate to contact us directly in any case. We are here to help you solve every problem, listen to your suggestions and ideas, learn about your needs and build your trust in our team. Remember that we read all your messages - those with simple words of thanks are really heartwarming, thank you! 


Can I call you?

Yes, we're available over the phone Monday till Friday from 8AM to 4PM (7AM to 3PM - UK time).
Our Polish phone numbers: 
+48 790 704 784 
+48 730 704 784 


We hope you found answers to the bothering questions.
We are at your disposal Monday till Friday from 8AM to 4PM (7AM to 3PM - UK time). Thank you for your interest in SPELLCROW, we will make sure that shopping in our online store will always result in your gladness, it's the greatest prize for us. :)



 

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