Frequently Asked Questions
- An item is currently Out of Stock, When will it be back in stock?
We are constantly updating our product range and restocking all categories but the process takes time. Please sign up to our newsletter for updates on new ranges and restocks or follow our blog for immediate updates as soon as products are added. http://letthedicedecide.blogspot.com
We also use Twitter to inform you of our restocks and new additions. You can follow us @thedicedecides
- An item is currently Out of Stock, can i reserve it once back in stock?
No unfortunately not,
Due to the large amount of bitz and orders we deal with it is very difficult to ensure parts are reserved. We also feel this would be unfair to other customers. Please follow the blog or our newsletter for up to date info on when items are back in stock. http://letthedicedecide.blogspot.com
You can also follow us on twitter now @thedicedecides
- My order has not been received yet, what should i do?
In the event your order is delayed in the post or missing. Please inform us if it has not arrived after 7 days from the date of the order being marked as dispatched. We will confirm that the order has been posted and to which address. It is them required you wait for 15 WORKING days and report back to us if still not arrived and we will start a claim for the cost of the order through the Royal Mail claims process. Once the claim has been processed we will be able to offer a refund or resend the items as requested. The Royal Mail Claims process can take a long time unfortunately and there is no guarantee the items will be recovered or the cost of them refunded.
it is VERY IMPORTANT that if during the process of the claim the item arrives you inform us immediately and we can inform the royal mail!
- My order has been damaged in the post, What should i do?
If you find your order has been damaged you need to contact the royal mail and complete a claim form detailing how much you paid for the items and send information detailing the extent of the damage to the parts. Please inform us as well and we will provide any additional information you need.
- My order has parts missing, what should i do?
While we make every effort to ensure your order is correct, we deal with a large amount of bitz when processing orders, so it is sometimes possible to miss a piece from time to time. If you find that this has happened please contact us with details of the parts missing and we will check our stock to confirm the part has not been added and then arrange to refund the cost or add it to your next order.
- I am looking for XXXXXX, Can you stock it for me?
If you request a specific part or kit that we currently do not stock, please let us know the details of what you require and we will add it to the list of products we are currently processing to be added. We may be able to give a rough estimate of when it will be on the site. We do hope to eventually stock the entire plastics range of Warhammer and Warhammer 40k products but as i am sure you can imagine it is a long process!
- When attempting to pay via Credit / Debit card i get an error
If the error occurs as a result of an Invalid URL, please ensure you have entered the site via http://www.letthedicedecide.co.uk NOT http://letthedicedecide.netdirector.co.uk If your adress bar shows the later please enter the site via the www.let... address. This is an error related to the fraud and security checks on the bank which only accepts payments from our www. address.
- I have completed payment on my order but it is awaiting approval.
This error occurs when attempting payment via Credit / Debit card. This is part of the fraud review system and means that the details you entered do not match the details held by your bank. To reattempt your order you need to edit your account details to correct any typos or incorrect data. After you are happy your details are correct view your previous pending order in your account and use the facility to add the items to basket again. Then complete the checkout process again. Do not worry that a pending order is left on your account, you will not be charged twice and we will delete this usually within a few days.
If you are still having trouble remember you can pay by Paypal if you have an account set up.
- I need X number of a specific part, can you order them in for me?
If you are looking for a part which we stock and have not restocked in a while we can usually get it put on the next order and restocked within 2 weeks,
HOWEVER we will not be able to stock items for you in vast quantities, we usually restock categories in 3-4 kits at a time. (so if the kit has a single part you want we wont be able to get 50 of them all stocked at once!!)
- I follow you on twitter, so what is the newsletter for?
Twitter is used to inform you of immediate restocks and new products. The newsletter is designed to promote special offers and let you know of future developments. We also offer Newsletter subscriber only special offers.