Orders placed now are unlikely to ship before our Christmas closure. We will be closed between 12pm 23rd December and 9am 3rd January. Orders placed and queries sent in will be dealt with as soon as we are able on our return. Please be patient while we do this as it can take a few days. Merry Christmas.
We cannot guarantee any delivery dates because once passed to a delivery agent it is out of our hands. At this time of year there are very high volumes of post and although we will all do our best items can be delayed or lost. We will not send out replacements of provide refunds outside of our normal process for lost items. More information can be found in our Terms and Conditions, http://www.triplehelixwargames.co.uk/terms-conditions/
Please ensure when you place your order that you provide us with the correct name and full delivery address and also that your email address and telephone number is correct so we can get in touch if there are any issues.
If you wish to place an order for Christmas delivery after this date, please call us or email us and we can take an order for items we do have in stock. Our telephone number is 01373 827910 and our email address is firstname.lastname@example.org
Any orders placed after Sunday 11th December, we cannot guarantee we will be able to dispatch them in time for delivery before Christmas as we may not have the items in stock.
Returning Christmas orders. If you decide after Christmas that that you wish to return your order, that is not a problem at all. We will extend the notification period for returns until 31st January 2017. All you need to do is email us or call us with your order details and what you wish to return, before 31st January. You will then have 14 days to return the order/items to us once you have let us know and when we have confirmed your return request we will send you the return information.
Our shop will be closed from Friday 23rd December over the Christmas period and will re-open on Wednesday 4th January at 1pm, with normal opening hours from the 4th January 2017.
Our office will be closed from Friday 23rd December 1pm over the Christmas period and will re-open on Tuesday 3rd January 2017 9am. If you have a query during this time please email us at email@example.com and we will do our best to reply within 3 working days of our return to work.
We will process all customers’ orders on Tuesday 3rd January, but it may take us a couple of days to process these for dispatch or to let you know if there is a stock delay. Please be patient while we catch up after the Christmas break. If you need to speak to us urgently on our return please call us on 01373 827910 from 3rd January.
We do not hold a huge amount of stock. This enables us to keep our costs down and our discounts high. The items that do not show a stock status are items we can sell as a retailer for those manufacturers. It does not mean we have it in our warehouse ready to ship. We order from our suppliers on the Monday of every week and usually dispatch orders to customers that are waiting for re-supplies on the Thursday or Friday of the same week.
We will only get in touch if there is a delay with an item at the supplier or manufacturer.
We get asked this question quite a bit and it is difficult to answer because it does depend on our stock levels of the range you are ordering. We would recommend ordering on either a Thursday or Friday as this gives the banks time to clear your payment. Once payment is cleared if we have your items in stock we will dispatch your order as soon as we can (normally the same or next working day). If any items on your order are out of stock we will order them in from our suppliers on Monday mornings, these restocks then usually arrive in with us on Thursdays for us to dispatch the same or next day.
Processing Order– This means your payment has been received but nothing further has been done with your order.
Preparing Order – Your order paperwork has been printed and the items you have ordered are being picked ready for packaging. If we have everything in stock, we will dispatch it the same or next day. If we do not have everything in stock, we will wait until we do before shipping your order. We will not update the status further is the wait is not more than 3 working days after preparing your order.
On Backorder – This means we do not have all of your ordered items in stock and will have to wait for a re-supply to come in. This can be between 4 and 9 working days depending on several factors. If you need your order to be dispatched sooner than that please call on 01373 827910, message us through our contact page or email us using the details on the contact page.
Part Dispatched – We have dispatched some of your order but not all of it. You will have received a message or email letting you know what is missing. We will ship the remainder of your order at no extra charge.
Completed – We have dispatched your order using the postal service you paid for at the time of ordering. If your order is too heavy or valuable for that service, we will ship it using another service that delivers in the same speed you originally paid for.
On Hold – This means there is a more significant issue with your order. It may something is no longer available at the supplier or a product has changed or your order may be overweight for the flat rate service or we need more address details. We will message you through the website and email you with more detail and some options for you to consider.
Cancelled – Your order has either not been paid for and so cancelled or you have requested to cancel your order with us. Any loyalty points will be removed and you will be given the option of having a refund by Web Coupon or repayment of your original payment to us. Please reply so we can take action within 3 working days of your reply.
Coupon Issued/Refunded – We have completed the agreed web Coupon or refund for you. If it is a refund this will take approximately 3-5 working days to clear back into your account/card.
This does depend on if we have it in stock or not. If all your ordered items are in stock we will aim to dispatch your order within 24 working hours of receiving your order and will send email confirmation to let you know when it has left us via your chosen postage method. If any of your ordered items are out of stock we will order them from our supplier at the earliest opportunity, this is usually on a Monday morning. The majority of orders from our suppliers arrive on Thursday or Friday of the same week and we will aim to ship it out to you within 24 hours of the supplier delivery arriving with us.
Please keep in mind that we are a small independent retailer and as such we do not keep tens of thousands of pounds worth of stock on our shelves waiting for orders to come in. Doing this saves us money and we are then able to pass this saving onto you the customer enabling us to sell at 20-25% off RRP. It is there for better to assume we will not have it in stock and that we will need to order it.
Our basic flat rate postage is shipped using Royal Mail Second Class delivery or Airmail if it is going outside of the UK. For orders over £120 in value orders we may choose to send your order by a Courier and a signature will be required. The flat rate is applied per package up to a value of £300 and a maximum weight limit of 5kg for the UK and 2kg for the EU. If you would like your order shipped in multiple packages you will need to contact us to pay additional postage, and if your order is above £300 your flat rate postage charge will increase to our current courier rate for your region.
Please see below for additional postage options that are available:
UK Postage Max 5kg:
Royal Mail Second Class Post £4.00
Royal Mail Second Class Recorded £4.99
Royal Mail First Class Post £5.49
Royal Mail First Class Recorded £6.49
MyHermes 3 plus working days delivery £6.99
UK courier – 2 to 3 working days delivery £8.99
UK courier – 1 to 2 working days delivery £14.99
Royal Mail Special Delivery – Max weight limit of 2kg – 1 to 2 working days delivery £12.99
EU Postage Max 2kg:
Royal Mail Airmail £14.99
Royal Mail International Tracked £20.99
EU courier – 4 to 7 working days delivery £29.99
Rest of the World – We are no longer able to take orders via our website outside of the EU. If you would like to order a non GW item please email us at firstname.lastname@example.org.
Royal Mail First Class has a delivery guide of 1-3 working days. Royal Mail Second Class has a delivery guide of 3-5 working days. Recorded delivery, be it First Class or Second Class delivery, simply means a signature will be required on delivery. International Tracked is insured for additional value and is fully tracked from the start to the end of its journey.
If you require a service that is fully tracked you must either select the courier or the International Tracked option.
We recommend that if you are placing a high value order with us that you select a courier service to avoid your order being lost or damaged in transit.
Our flat rates are so reasonable and our prices are so low that we cannot cover the additional cost of shipping for heavy orders. In the UK the weight limit is 5kg*. This is actually a really big order and we would ship this by a courier. If we think your order is over 5kg* we will let you know when we process your order that we may be in touch when your order is ready to go. We will get your order ready and weigh it and if it is over 5kg* we will get a quote for the additional cost and get in touch by email to arrange payment. For all International Orders there is a 2kg limit for the flat rate postage. This is because Royal Mail has a single package weight limit for all international post of 2kg. If we think your order is over 2kg we will let you know when we process your order that we may be in touch when your order is ready to go. We will get your order ready and weigh it and if it is over 2kg we will get a quote for the additional cost and get in touch by email to arrange payment. For international orders we may offer 2 options, those being multiple packages with Royal Mail or a single package by courier.
There are some items listed with UK Only in the title and description. These items are over 3kg once boxed and so cannot be shipped outside of the UK under our normal shipping rates. Please contact us directly if you are in the EU and wish to order one of these, we will quote you directly to ship it by courier.
For all of these items within the UK they have special postage rates that cover the cost of delivery for the multiples of those items and are not included in our other flat rate postage options. If you only order multiple of these items the system will calculate the correct postage rate and you will not need to be charged extra if your order is over 5kg up to a maximum of 30kg. If however you order one of these heavy items and then many more items that push your order over 5kg (Flat rate charge) we may need to contact you to charge you additional postage.
* 5KG weight limit is reduced to 2KG for Royal Mail Special Delivery.
All customers have the right to cancel orders at any time and at this stage of course you can still cancel, but we would simply ask that when placing your order please be aware if it is very heavy we may have to ask for more P&P.
All pre-order and new release items go onto our Home page. Each item has a released on date underneath the price of the item and this is the date when our suppliers allow our customers to receive this item. This means you will not receive your new release items before that date. The shipping you have selected will there for directly affect the date you receive your order. For Games Workshop items we receive our supply of new release items on either the Thursday or Friday before the release date. If you have paid for Second Class post and we dispatch your order on Thursday you are unlikely to receive your order until the Tuesday after the release date. This is because we base this on Royal Mails delivery guide for second class of 3-5 working days.
We will not guarantee you will receive new releases on the day of release. We simply cannot make this promise as Royal Mail and other delivery agents make no guarantees of delivery dates and although we do our absolute best to get orders dispatched as soon as we can, sometimes it may take extra time for us to dispatch your order. If you want to guarantee getting a new release on the date of release please call and order over the phone, by the Monday before the release date, and arrange collection in our shop.
The short answer is no, we will not. This means we will wait until all your order is with us before we ship it to you. If however there is something that is currently unavailable due to a manufacturing delay, we may decide to ship what we have and refund the rest as either a web coupon or via your original payment method. We will only part ship an order if either we have made a mistake and need to correct it or the customer pays an additional shipping charge. If you wish to have your order part dispatched then please get in touch as soon as possible so we can take the second shipping charge.
Our account is completely free to join. It gives you some great benefits. When you place an order and have previously registered all you have to do is log in and all the billing and delivery details will already be filled in. After placing an order you can then track the progress of your order through your account page. The other huge benefit is you will be able to accrue and use loyalty points. These are accrued at 1 point for every whole two pounds spent and when you come to redeem them they are valued at 1 penny for 1 points. You will also receive our newsletter letting you know about site and shop developments and any release information. Being a member is also the only way to get additional special discounts throughout the year. We promise never to sell or use your information for anything other than sending you a newsletter or special offers.
If you live in the EU, yes we will ship to you. If you live in any other country in the world, other than the UK and EU countries we will not ship any Games Workshop product to you. If you do purchase any GW items we will cancel your order and refund you.
Our office is open 9am to 5pm Monday to Friday. If you email us or call us we will do our best to answer your query or return your call within 48 working hours.
Our shop is open 1pm to 5pm Monday to Friday and Saturday 10am to 4pm. Liam, Charlotte and Floris manage our shop on Saturdays so if you call with a web query we will take a message and ask the office to reply, so we might not be able to help you straight away. If however you want to visit our shop then he will of course be able to help you.
First thing you should do is double check your package/box and paperwork. We may have put a note in the box for you or something may have slipped into the bubble wrap and you might have missed it. If you still have a problem then the next thing to do is to get in touch, either by email (email@example.com) or phone (01373 827910). Depending on what your problem is will there will be different solutions and too many to mention here, however we will do our absolute best to resolve it as quickly and painlessly as possible. If you want further information please go to our Terms and Conditions via the homepage.
Firstly please check the date we dispatched your order and the delivery guide for the type of post selected when you placed your order. Delivery guides do not include weekends or Bank Holidays or the day it was marked as dispatched. For example; if we dispatched your order on Thursday by Royal Mail Second Class post with a delivery guide of 3-5 days you can expect your order to be delivered between the Tuesday and Thursday of the following week. If we shipped your order by a tracked service, please check your emails for the tracking number and use this to see where your package is. If you cannot find your tracking number please get in touch.
Tracked orders. Once the delivery guide has passed it is best to wait another couple of days, simply because sometimes delivery takes a little longer. If after this time your order has not yet arrived please contact us by email, telephone or the contact page. We will do our best to get your order located and delivered to you, or returned to us so that we can agree the next steps with you.
Un-tracked orders. Once the delivery guide has passed it is best to wait another couple of days, simply because sometimes delivery takes a little longer. If after this time your order has not yet arrived please contact us by email, telephone or the contact page. We will ask you to check in some places and confirm your delivery details. We will then ask you to wait until 3 weeks (UK) or 5 weeks (EU) from the dispatch date before letting us know if your order has not arrived. At that time we will either send out replacements for you or a refund whichever is your preference. The 3 and 5 week timing is because our delivery agents do not consider something lost until this time period has passed. As they know their operations better than we do, we use those same time periods for our lost post processes.
It does depend on what it is as some manufacturers restrict the stock retailers are allowed to sell on their behalf. It may also be something we have missed off our site, or a range we don’t list but can still get from a supplier. The best thing to do is to drop us an email before placing your order. We will then find out and let you know with some options for a way forward.
Steven and Charlotte, a husband and wife team, began Triple Helix Wargames in 2010. Although the original business has been going since 2007 and was developed into Triple Helix Wargames a gaming centre, shop, café and on-line business in 2010. We decided to start Triple Helix Wargames because we felt that Wargamers were getting a bad deal from on-line retailers generally. Although you could find somewhere to buy at really good discounts the service you received was quite frankly rubbish. Orders were not getting fulfilled for months and getting your money back on a cancelled order was almost impossible. While we understand the difficulties of maintaining excellent discounts whilst providing enough staff and stock to give a good service we knew we could do better and so we did and still do. Both we and our staff pride ourselves on being honest and doing the best we can. For 99% of our customers everything goes really well and your order is delivered to you within 10 days of ordering.
We don’t always have the stock in and sometimes we can’t get it from a supplier, or we might even make a mistake, but what you will get from us is an honest answer and we will do our best to get your order to you in excellent condition and in reasonable time and if we can’t get hold of an item we will give you your money back.
We no longer have the Gaming centre and cafe but still operate the shop and on-line bueinss. Currently we have 6 staff plus ourselves although not all of us work on the on-line side of the business. Foris and Charlotte generally look after web orders, emails, phone calls etc. while Aaron does all our packaging. Steven, Liam, Kerrie and Vince work in other areas of our business including our second hand ebay business AA-Wargames.
There is no longer the option on our new website to do that. That does not however stop you from collecting in store. Although the P&P price will remain as a handling fee you will of course be able to get it quicker and not have to wait for it to be delivered. If you would like to collect your order please get in touch as soon as you have placed your order.