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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 directly.
E-mail address: spellcrow@umbraturris.com
Phone number: +48 570 150 528


Below you will find all definitions of the order status updates you receive from us.

Order not confirmed
After you place an order, if it has an "Order not confirmed" 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 us the confirmation of your payment (preferably PDF) to spellcrow@umbraturris.com. After receiving the confirmation, we will start completing your order.

Order accepted
Shortly after you pay for your order, you will receive an "Order accepted" status update. It means that we received both your order and the payment, and we will proceed with its realisation shortly.

Order in realisation
The "Order in realisation" status means that we are completing your order. It usually takes 1-2 working days to prepare, pack and ship your order. Some items are not always in stock, so they need to be cast by our foundrymen before shipping, making the realisation process a little longer. At extremely busy times, the realisation of your order may last a couple of days more. We will inform you about possible delays.

Order shipped
The "Order shipped" status means that your order has been completed and shipped. If you want to check where your package is, feel free to send us a tracking number request.

 

FAQ


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.

 

Where do you ship my order from?

We ship all orders from Warsaw, Poland.



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

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

 

How free shipping works on your website?

All orders over 50 GBP 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 website, you will receive three automatically generated emails with order status updates. After completing the order, we ship the package within 24 hours, depending on the availability of purchased items. The exception are orders made in the afternoon, which we usually ship on the next day. If anything is not clear or you would like to know more, contact us anytime!



The 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 kindly ask 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 do our best to 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 on our website 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?

Apart from orders made through our website, we also accept mail orders.
 Please send us an email titled "Mail Order" to spellcrow@umbraturris.com with the list of items you want to order, and your current 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's possible to give you that particular component, depending on the 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?

That's great! Please send us an email to spellcrow@umbraturris.com or call us at +48 570 150 528 (Polish number). 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, 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 enquiry. We will gladly cooperate with you!
 

I have another problem/question/suggestion.

Don't hesitate to contact us in any case.

E-mail address: spellcrow@umbraturris.com
Our Polish phone number: +48 570 150 528
We are here to help you solve every issue, 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 8 am to 4 pm (7 am to 3 pm - 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 8 am to 4 pm (7 am to 3 pm - UK time).

 

Thank you!
 
 

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