We do not hold a huge amount of stock but we do now 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. Those items can be back-ordered and we will update you when we have the items in our warehouse ready to ship.
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 your order out to you within 24 hours of the supplier delivery arriving with us.
If any of your items are on ‘back-order’ then we will attempt to order a resupply of the items twice (i.e. on two consecutive Mondays). If the items on your order remain out of stock with the supplier then we will automatically refund you for the back-ordered items and dispatch the remaining items on your order using your chosen postage. If you wish alternative arrangements to be made then please contact us at your earliest opportunity after placing your order on our website.
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.
Postage Types and delivery times
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:
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.
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.
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 10kg, 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 10kg 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.
Triple Helix Wargames will accept returns and exchanges of items purchased through our website for any reason including that you have simply changed your mind.
If you have received a package and there is a mistake with your order or damage to the package, and therefore the contents, please get in touch immediately. You must notify us of any issues within 14 days or receiving your package. We will resolve the issue by sending you replacement items or parts wherever we can and prefer to do this rather than provide a refund. You may be asked to return an item to us. If this is done because of damage we may refund you the cost of the postage you paid, as long as you follow the guidance we provide on returning an item and retaining proof of postage & cost.
If you would simply like to cancel your order and return all or part of it please notify us in writing within 7 working days of receiving your order. In order to receive a refund you must return the items to us in the same condition in which you received them. Please ensure the items are not damaged and have not been opened. Please package your items up either in the original packaging or something of a similar quality. Return your items to us at the address on your order paperwork by Recorded/Tracked delivery and notify us when you have sent them. Your items must be returned to us within 21 days of cancelling all or part of your order. As soon as your items are received by us we will notify you by email and will provide a Web Coupon or refund within 21 working days, and normally within 7 days. We will not refund you the cost of your postage for returning an item in these circumstances.
If you have received your order and wish to return all or part of it for exchange then please get in touch within 7 days of receiving your order. In order to have an exchange you must return the items to us in the same condition in which you received them and you must pay the flat rate P&P again for your region in order for us to send out the replacements. Please ensure the items are not damaged and have not been opened. Please package your items up either in the original packaging or something of a similar quality. Return your items to us at the address on your order paperwork and notify us when you have sent them. Your items must be returned to us within 21 days of requesting an exchange. As soon as your items are received by us we will notify you by email and get in touch to collect the flat rate P&P for your region before dispatching your new items. We will not refund you the cost of your postage for returning an item in these circumstances.
Triple Helix Wargames always prefers to complete an order with our customers and so you will firstly be offered an alternative product of a similar value. If you choose to receive an alternative product and then subsequently decide to return it, you may do so at your cost. If you do not choose this option and have an account with us you will be offered a Website Discount Coupon to the value of the returned products for use within 6 months. If you prefer a refund then we will offer an immediate refund.
If you are returning a Games Workshop product for any reason you can choose either to return the item by Second Class Post and we will refund you for that postage or we can send you postage labels to attach to your package for return by courier. Please follow the general instructions below for returns, exchanges and refunds but let us know by email, phone or letter that you wish to return a Games Workshop product.
Triple Helix Wargames reserves the right to not accept returns or exchanges from customers who do not notify us within 14 working days of receiving their order. We also reserve the right to not accept returns or exchanges from customers who do not return the product to us within 21 days of cancelling the order. A reasonable period of time will be given to customers who purchase from overseas with regards to the length of time their delivery takes.
If you have received a product that has a manufacturing fault, which includes missing items from within a box/blister, then you must notify us of it within 12 months of receipt of your goods. We will resolve the issue by sending you replacement items or parts wherever we can or we will offer you an immediate refund if you prefer. You may be asked to return an item to us or the manufacturer. If this is done because of damage we will refund you the cost of the postage you paid, as long as you follow the guidance given on returning an item and proof of postage & cost. Alternatively we will provide the customer with postage labels in order to return the product without initial cost to you.
Our returns address is:
Unit 10 The Brunel centre
These terms and conditions do not affect your statutory rights.