FAQs
COVID-19 UPDATE 02 March
Dear customers,
We have now suspended our operation for at least 3 weeks. We have switched off the Checkout and Basket pages to prevent customers from purchasing.
We have done this for 2 main reasons, firstly to protect our staff and secondly because it has become almost impossible for us to receive stock from suppliers.
While we do have a member of staff working from home to answer emails, please bear in mind that we are not in the office and so some actions to resolve issues may take longer than normal.
We thank all of our customers for their patience and understanding.
Stay safe and well, we will update you as soon as we know when we may be able to start operating again.
Kindest regards
The THW Team
We do not hold a huge amount of stock and do NOT operate a live stock system. 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, and it is better to assume we do not have it in stock when ordering from us. We order every Monday from our suppliers and dispatch by the end of the same week we order.
Ready To Ship: These are items we do currently have in stock. They are the same pricing structure as the other items on our site, but you can be assured they are in our warehouse and ready to ship. These will be shipped either the same or next working day, depending on time of ordering. If your order contains any other items that are not in the Ready to Ship section we will not split your order and will hold the full order until we have all items in stock. if you want your ready to ship items sent straight away, please place a separate order for those items.
We only show stock levels for Pre-orders, New releases and those items being withdrawn. The pre-order and new release stock levels as the numbers we have been allocated and ordered with the manufacturer available for us to ship according to the release dates. Items being withdrawn will say ” Last One/Few Available” in the title and the stock numbers for those are what we physically have in the building. This enables us to keep our costs down and our discounts high. 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.
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 if 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 or you will already be aware of the issue. 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 mean 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 details 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.
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.
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 1-2 working days of receiving your order and will send email confirmation to let you know when it has been dispatched. 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 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(see below). 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:
Royal Mail Second Class Post £4.00
Royal Mail Second Class Recorded £4.99
Royal Mail First Class Post £5.50
Royal Mail First Class Recorded £6.49
UK courier (DHL) – 1 to 2 working days delivery £8.99
Royal Mail Special Delivery Maximum weight limit of 2kg- 1 to 2 working days delivery £13.00
DHL Dangerous Goods. This shipping option is only available for mainland UK addresses and is applicable to Aerosol Spray cans.
PLEASE NOTE products classed as dangerous goods cannot be shipped outside of England and Wales. If you place an order and are outside of those regions, we will refund you for the Aerosol and its relevant shipping, and dispatch the remainder of your order.
The shipping cost for these items is high because it is classified as a Dangerous Good and has shipping restrictions and additional costs.
EU Postage:
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 triplehelixwargames@hotmail.com.
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. Royal Mail Airmail has a delivery guide of between 1 week and 3 weeks depending on your location. International Tracked is insured for additional value and is fully tracked from the start to the end of its journey and has the same delivery guide as Airmail.
We use DHL for our main courier. The delivery guide for this is next working day to 2 working days. The longer period is for areas such as the Highlands and Islands of the UK.
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, except Royal Mail Special Delivery which has a maximum weight limit of 2kg. 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 what additional P&P we need to charge you. 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 what additional P&P we need to charge you. For international orders we may offer 2 options, those being multiple packages with Royal Mail or a single package by courier.
There are some heavy items on our site where the postage option will default to a courier option once in your basket and the country is selected. This is because these are over 3kg when boxed and so cannot be sent by Royal Mail.
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.
If you are unsure about any part of our delivery policy or have a specific deadline for your order to arrive please get in touch via the phone or email so we can help you with your order before you place it.
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.
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.
TRIPLE HELIX WARGAMES
GAMING CENTRE
OPENING HOURS
Monday 1pm – 5pm
Tuesday 1pm – 5pm
Wednesday CLOSED
Thursday 1pm -5pm
Friday 1pm – 5pm
Saturday 10am – 4pm
Sunday 10am – 4pm
Joe, Charlotte, George, Tracey, Pauline and Floris manage our shop on Saturday/Sunday so if you call with a web query we will take a message and ask the office to reply on Monday, so we might not be able to help you straight away. If however you want to visit our shop then they 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 (info@triplehelixwargames.co.uk) 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.
Please note that Good Friday and Easter Monday are Bank Holidays and that delivery of orders might be effected by these.
Yes we do. We offer either a cash in the form of BACS payment or Store Credit for local people for our shop. If you are not local please email us at info@triplehelixwargames.co.uk FAO – Second hand sales. Please email with a list of the items and some photos so we can then make an informed offer for you. Should you choose to accept that offer we will ask you to package it up and send it to us using a tracked service. Once it has arrived we will process your electronic payment.
If you are local then you can either do as above or just bring your models into our shop for a quote. We can be found at:
Triple Helix Wargames
Unit 10 The Brunel Centre
Cory Way
West Wilts Trading Estate
Westbury
Wiltshire
BA13 4QT
The shop is open Monday to Friday 1pm to 5pm and Saturday 10am to 4pm. The shop and office are closed on Bank Holidays. Please pop along for all your gaming needs.
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 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 cafe but still operate the shop with gaming area and on-line business. Currently we have 11 staff plus ourselves although not all of us work on the on-line side of the business. Charlotte, Floris and Tracey generally look after web orders, emails, phone calls, social media etc. while Aaron, Pauline, Suzanna and Faye do all our packaging. Liam, Joe, Dann, George and Adam work in other areas of our business including our second hand eBay business AA-Wargames.
Does Triple Helix Wargammes offer Discount Codes?
When an item is no longer available or long term out of stock we offer the option of a coupon code to the value of the item instead of a refund. This code can be used for a discount on a future order with our website.
Our Gift Vouchers contain a Coupon Code that can be used for a discount on a future order with our website. Please note that these vouchers can not be used in our Westbury shop.
Important! We are aware of a number of third party voucher companies that claim to have coupon codes that will give discounts or free shipping. Please do not try to use these codes. We do not work with any outside companies to offer additional discounts and websites offering these discount codes are likely used for fraudulent practises.
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.
We would prefer our local customers who wish to collect to simply call or email us with their order request. We will get it in stock for you and notify you when it is ready to collect and pay for. Our store supplier orders are placed every Tuesday, so please get in touch by Monday at 12pm to ensure it is ready later the same week. Please email us at info@triplehelixwargames.co.uk or call 01373 827910.