My item arrived damaged or faulty — what should I do?Updated 10 hours ago

If an item, display box or part of a model arrives damaged or faulty, contact us with the details below so we can investigate the right item.

What to include

• Your order number and the name of the affected item. If you have several orders, use the number for this purchase.
• A short description of the damage or fault, including whether it affects the item, its presentation box or both.
• Clear photos of the whole item and a close-up of the problem.
• If available, photos of the outer shipping box, shipping label and packing material. Tell us if the outer box looks undamaged.

For a moving-part or sound fault, a short video can help if the problem is difficult to show in a photo. You can still contact us if you no longer have the packaging or cannot provide every image.

Keep the item while we check

Please keep the item, any loose parts and the packaging you still have. Avoid attempting a repair before we have reviewed the problem. Contact us before posting it back so we can confirm the correct return instructions and next steps for your case.

Contact the support team

Contact support or email [email protected]. If you already have a conversation about this item, reply there with any additional details. There is no need to send information again if you have already provided it.

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