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ยป Customer Service FAQ

Customer Service FAQ

Welcome to our Customer Service page!
If you got here, you surely need some help or want to ask a question. Please take a look at the following most common questions, where you might find the answers you seek or contact us:
E-mail address: spellcrow@umbraturris.com
Tetyana's phone number: +48 570 150 528


I try to add items to the shopping cart, but nothing works. How can I solve this issue?

Please delete all cookies or change the browser (for example if you use Google Chrome, try Mozilla Firefox etc.). It usually solves the problem.


Which country should I enter when making a bank transfer - United Kingdom or Poland?

Our company is registered in UK, but our bank is Polish, so please choose Poland.

 

How "FREE shipping" works at your webstore?

All orders over 50 GBP, 50 EUR or 63 USD are shipped at our expense. You pay only for the purchased stuff, 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 emails with order status updates:
1. Order accepted
We received the payment and confirm your order.
2. Order in realisation
We realise orders within 24 hours. If an ordered item is out of stock, the realisation may last a little bit longer.
We will inform you about possible delays.
3. Order shipped
- After completing the order, we ship the package on the same day. The exception are orders made in the afternoon, which we ship on the next day.
If anything is not clear or you would like to know more, contact us anytime! We will gladly dispel your doubts. 


What does "Order received" status mean?

When we receive an order with "Order received" status, it means that our webstore didn't notice the payment for this order. If you chose to pay via PayPal and the status didn't change to "PayPal-Completed", or you chose to pay via bank transfer, please send a confirmation of the payment (preferably screenshot) to our email: spellcrow@umbraturris.com. After receiving it, we will start realisation of your order.


Delivery of my order takes too long. What's going on?

Your parcel is probably 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 the order number and your current delivery address, so that we can easily check if it's correct. If you live outside EU, the delivery will naturally take longer due to sorting and customs control. But of course if you begin to worry and it is way too long, don't hesitate to contact us at: spellcrow@umbraturris.com. We will help you.


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 by writing to: spellcrow@umbraturris.com. We will send the correct items as soon as we can!


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


If you wish to order something that is out of stock, our capable foundrymen will cast the 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 the number of orders and tricky casting problems. If you wish to order an item that was available at our webstore but disappeared, please send your request to: spellcrow@umbraturris.com. We will check the availability of this item and get back to you within 24 business hours.


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

We accept the following ways of ordering:

  • Mail Order: Please send us an email titled "Mail Order" with the list of items you want to order and your delivery address. We will then confirm your order and provide the payment details.
  • Messenger (Facebook): Please send us a message with the list of items you want to order and your delivery address. We will then confirm your order and provide the payment details.

 


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 is possible to give you that particular component, depending on availability.


I want to see your product in person - does anyone in my area stock your stuff?

The list of all stores and distributors we cooperate with is here: Resellers & Distributors
If you have a nearby store which doesn't stock our products yet and you buy quite a lot from us, perhaps it is the right time to change it. Please let us know which store that is and we will contact the owner. Please remember that if you ask about our products in your local store, it may change quite a lot!


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

Good news! Please send us an email to: spellcrow@umbraturris.com or call Tetyana at: +48 570 150 528
We will get back to you as soon as possible.


I run a 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 clubs. In the meantime, with any questions you may contact us via email at: spellcrow@umbraturris.com.


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

If the event is built around the Umbra Turris universe or any games created by Spellcrow, we will always gladly support you in any form. If the event is built around other systems, please keep in mind that we have a limited number of such events that we can support during a year. Please send us an email: spellcrow@umbraturris.com and we will get back to you as soon as possible.


I have a YouTube / Twitch channel and I want to review / paint / talk about your products.

Please write to: spellcrow@umbraturris.com with your inquiry. We are curious to see what you're offering!
 

I have another problem / question / suggestion.

Don't hesitate to contact us in any case.

E-mail address: spellcrow@umbraturris.com
Tetyana's phone number: +48 570 150 528
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 are available over the phone Monday-Friday from 8AM to 4PM (7AM to 3PM - UK time).
Our Polish phone numbers: 
+48 790 704 784 
+48 570 150 528


We hope you found answers to the bothering questions.
We are in the office Monday-Friday from 8AM to 4PM (7AM to 3PM - UK time).

 

Thank you!
 
 

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