Delivery And Shipping

Address Problems
Choosing a Delivery Option
Tracking
Shipping
Delivery
Items Out of Stock and Back Orders
Goods supplied in error
Faulty Goods and products
Cancellations
Returns
Contacting Us
Security and Privacy
Legal Bits 

 

 

Address Problems

The majority of failures by Sagepay to take payment are caused by incorrect addressing in the 'default billing' section.

This MUST be entered correctly in the billing section. 
You can enter the address how you want in the delivery address section.

The systems designed to confirm the card is your's, work on numeric values, these are your house number (name), your postcode numbers and the CVV (the last tree numbers on the back of the card). 
In order for Sagepay to accept payment ALL values MUST match. 
This is because we have set the security to Full. This is to protect both us and you.

IF you have a house number this must be on the first line of the address. If you also have a house name this is best removed from the billing address and just added to the delivery address.

 

IF you only have a house name please ensure that it is correctly displayed in both the billing and delivery addresses.

 

Flats and Appartments cause another very awkward problem because there is no clearly defined way for the card issuers to enter the data.

It can be just the flat number, the flat number combined with the street number or just the street number. 
Only one combination will be correct but it could be any one of them. 

 

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Choosing a Delivery Option

We offer three basic delivery options for 'Dangerous Goods' - Full details can be found under UK Shipping

Economy - This is the cheapest option we offer but it is also the most risky. ALL items sent by this service are at your risk. We do not recommend this service if you live in an area with a lot of named houses, long drives or properties that are, or can be, difficult to find.

Economy Signed For - Slightly more expensive, but generally more reliable. A signature MUST be obtained by the driver. If you are unlikely to be at home why not have it delivered to work, or a friend or neighbour. Alternatively why not ask if the Gym, local newsagent, village store etc. will accept the parcel for you.

Next Day - A Next Working Day, following day of dispatch, service. A signature MUST be obtained by the driver. If you are unlikely to be at home why not have it delivered to work, or a friend or neighbour. Alternatively why not ask if the Gym, local newsagent, village store etc. will accept the parcel for you.

 

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Tracking

Tracking Nºs begining 4021 can be tracked at here

Tracking Nºs begining JD... can be tracked here 

 

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Shipping

 

UK

International

 

 

UK

Shipping within the UK is split into two basic sections:-

Items which the Royal Mail considers 'Safe'

Click this link to download the Royal Mail ™ Dangerous Goods leaflet direct from the Royal Mail ™ website. 

 

Items which are considered 'Dangerous Goods' by the Royal Mail ™.

Safe Items include:-

Castings, Plastic Items, Paper Items inc. transfers and data sheets, solder wire, Water based paints, varnishes and enamels (in very small quantities), Kits, bits and pieces etc.

'Dangerous Goods' Include:-

Solvent based paints, varnishes and enamels, flux, chemicals, thinners and solvents, solder cream and paste, solder paint, Aerosols.

Where an order contains all 'safe' items you will be offered the option of shiping via the Royal Mail ™ at the checkout, HOWEVER, please be aware that because of the way Royal Mail ™ now price by a combination of both size and weight, where items are particularly bulky for the weight or heavy for the size it will probably be cheaper to ship via one of the courier services and we reserve the right to change the shipping method at point of dispatch.

Orders containing 'dangerous goods' must be shipped via a courier and we offer a number of options

UK Mainland Economy at £5.00 - This is the cheapest service we offer, 

it can take up to five days from dispatch and it is AT YOUR RISK. If you are not in, or take to long to answer the door, the drivers have authority to leave the parcel in a 'safe' place - usually this means the door step. This service is totally uninsured and even though it is tracked it is very difficult to trace items once they have been left by the driver.

IF Your Address is difficult to find, your nearest neighbour is a mile away or your drive is a half mile long we DO NOT recommend this service.

UK Mainland Economy Signed For at £6.50 - This also can take up to five days from dispatch, but has the added requirement that the driver MUST obtain a signature for the delivery.

UK Mainland Next Day at £9.95 - This is next working day following the day of dispatch. The driver MUST obtain a signature for the delivery.

UK Highlands & Islands (includes Isle of Man & Scilly Isles) at £14.95 - This is a minimum of two working days following the day of dispatch. The driver MUST obtain a signature for the delivery. For this service the Highlands are considered to be anywhere north of line from Aberdeen to Glencoe.

Northern Island at £10.95 - This is a minimum of two working days following the day of dispatch. The driver MUST obtain a signature for the delivery. 

Channel Islands at £24.95 - This is a minimum of two working days following the day of dispatch. The driver MUST obtain a signature for the delivery. 

Orders are made up and packed, on Monday, Wednesday & Friday, and dispatched in the order that they were received.

Collection from us is between 12.00 and 13.00 hours Monday - Friday for Next Day service and between 14.30 and 15.30 for the economy service.

The cutoff point to have any chance of next day delivery is 11.00 each day.

Orders received after 11.00 MAY be dispatched same day but are more likely to packed after 16.00.

Orders packed after 16.00 hours will be dispatched on the following working day.

* Next day means 'next working day' (ie Monday to Friday). 48 hour means the second working day after collection
 

Most orders are despatched on either Monday - Friday within 7 - 10 days of receipt of order, However, this cannot always be guaranteed.

Orders to addresses outside the EU do not pay VAT and any VAT will be deducted at time of invoicing.

Postage and Packing is extra on all export orders. We will be happy to quote.

Livery Data Sheets are now produced to order - Please allow a minimum of 14 days for delivery

Please allow UP TO 28 days delivery

 

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International Orders

Currently it is not possible to ship ANY FORM OF DANGEROUS GOODS
(Solvent based paints, varnishes and enamels, flux, chemicals, thinners and solvents, solder cream and paste, solder paint, Aerosols.)
outside the UK at a sensible cost. Orders for the Republic of Ireland can be shipped to Northern Ireland for cross border shipping or ordered from Mark's Models to be picked up when they come to the UK (March and November).

Non Dangerous Goods can be shipped via the Royal Mail and we would be happy to provide a quote.

Goods shipped outside the E.U. will have the VAT removed. 

Click this link to download the Royal Mail ™ Dangerous Goods leaflet direct from the Royal Mail ™ website.  


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Delivery etc.

Whilst we make every effort to dispatch orders the same day they are received, this is not always possible.

Orders are NORMALLY made up and packed, every day, and dispatched in the order that they were received. Collection from us is between 13.00 and 15.00 hours Monday - Friday. The cut-off point to have any chance of next day delivery is 12.00 Noon. Orders received after 12.00 Noon MAY be dispatched same day but are more likely to packed for next day dispatch.

Special Orders will be invoiced prior to being produced. The time between invoice and dispatch may be up to 10 working days.

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Items Out of Stock and Back Orders

Whilst we attempt to keep the more popular items in stock at all times, we will occasionally get caught out. Less popular items are often only produced to order.

Limited Production (LP) items are only produced in small batches as time permits. Please either contact us on 01268 730549 (opening times) or sales@phoenix-paints.co.uk to ensure the item is available or provide an alternative 

Livery Data Sheets are normally produced to order and a minimum of 2 weeks should be allowed for delivery.

UNLESS you specifically instruct us we will hold any order waiting for out of stock or back ordered items.

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Goods supplied in error

Everyone makes mistakes, and we are no exception.

Firstly if we have sent something in error we are sorry

Secondly please contact us on 01268 730549 (opening times), or sales@phoenix-paints.co.uk  before returning any goods.

(Please DO NOT attach ANYTHING to emails - they will be automatically deleted by the mail server.)


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Faulty Goods and products

Everyone makes mistakes, and we are no exception.

Firstly if we have supplied something is faulty we are sorry

Secondly please contact us on 01268 730549 (opening times), or sales@phoenix-paints.co.uk  

(Please DO NOT attach ANYTHING to emails - they will be automatically deleted by the mail server

before returning any goods as many 'faults' can be sorted out very simply. (For instance, if you open a can of green paint and it looks blue, this is normal. The blue pigment is the lightest and will always settle at the top. Stirring the can properly WILL solve the problem.) 

We will examine the item and exchange if required.

All 'faulty' products must be returned to the factory for assessment - we do not have the facilities at exhibitions to examine 'faulty' products.

 

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Cancellations

Orders may be cancelled until such time as they are dispatched. Please contact us on 01268 730549 (opening times), or sales@phoenix-paints.co.uk .

(Please DO NOT attach ANYTHING to emails - they will be automatically deleted by the mail server.

Once an order has been dispatched there will be a cancellation charge not exceeding 20% of the cost of the goods.
Once the order has been collected from ourselves, we are unable to cancel the delivery. 

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Returns

Unwanted goods may be returned, at your expense, within 7 days of receipt, providing that they have not been opened or tampered with in any way. Postage charges will not be refunded and we reserve the right to charge a restocking fee not exceeding 20% of the cost of the goods returned. Please contact us on 01268 730549 (opening times), or sales@phoenix-paints.co.uk  before returning any goods.

(Please DO NOT attach ANYTHING to emails - they will be automatically deleted by the mail server.)

For your safety do not use the Post Office (Royal Mail or Parcelforce) to return any packages containing paint, thinners or solvents, they are likely to destroy the whole package. We recommend the use of I Post Parcels or we can arrange for collection of any returns, minimum cost for us to collect anything is £15.00

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 Contacting Us

We can be contacted:-
By Telephone
01268 730549 international +44 1268 730549
By Letter
Phoenix Precision Paints Ltd. Orwell Court, Wickford, Essex, SS11 8YJ. United Kingdom.
By Email sales@phoenix-paints.co.uk  (Please DO NOT attach ANYTHING to emails - they will be automatically deleted by the mail server.)

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Security and Privacy

Name and address details may be held on the computer, computer disks or other storage by electronic media as may not yet have been invented.

Credit card details supplied by either telephone or post are securely shredded as soon as the details have been processed.

Payments made online via this E-commerce site are processed securely for us by Sagepay. As such we never see any of your card details.

Neither Phoenix Precision Paints Ltd., Precision Paints (Essex) Ltd., or No Nonsense Kits Ltd. or any subsidiaries, partners or any of their staff will any disclose information regarding private customers to any third party. We reserve the right to pass on such information regarding Bone Fide Trade customers as we determine may be beneficial to either party.

Cookie Policy

This site uses cookies to collect data about what you are looking at on this site. It does not collect any information about who or exactly where you are.

The data collected can be broken down into 3 basic areas, Country (but not State or region), Average time spent on the site and pages visited

The information collected will be used purely in the interests of improving this website and its service to you, our customer, as such it will not be sold, disclosed or transmitted in any form, including those not yet invented, to any third party.

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Legal Bits

Value Added Tax (VAT) All prices on this site contain VAT at current UK rates.

It is a legal requirement that VAT is charged on all goods and services supplied to an address within the member states of the European Union. This includes postage and packaging.

Goods supplied to a Bone Fide address outside the European Union will have the VAT deducted (where applicable) at the time of invoicing.

PLEASE do not ask us to break the law by not charging you VAT, we are legally bound to report you !!!! Regardless of our personal feeling about VAT.

Nothing on this site should be taken as constituting a legal offer to sell under English Law, we reserve the right to refuse to sell any item to any person.

Section 54 of the Anti-Social Behaviour Act 2003 makes it an offense for us to sell aerosol paints to any person under the age of 16 in England and Wales. If you are under 16 or we have reason to believe that you are under 16 we will refuse to sell you aerosols.

We reserve the right to change prices and or specification without further notice.

Prices charged will be those ruling at the time of dispatch.

Errors and Omissions Excepted (E&O.E.).

All information provided by us, either in writing or verbal, is given in good faith. No warranty express or implied is to be attached to any information or recommendations provided, as the conditions and methods of application are outside our control. Nor can we accept any liability for consequential loss or damage due to the use of our products as it is the users responsibility to determine whether the materials purchased are suitable for the intended use.

Your Statutory Rights are Not Affected

In the event of any dispute English Law will prevail

 

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About Phoenix Paints

Manufacturers and Suppliers of paint, Solder, Flux as well as associated Kits and bits and pieces for Railway, Military and Road Transport Models. The majority of our paint, whilst manufactured using the latest technology, is Traditional High Quality oil based paint formulated to original specifications to ensure your models always look their best. If you require sizes not listed on this website please contact us for pricing and availability. Please read our Disclaimer on colour accuracy and quantities/sizes.

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