10 reasons to choose The Outpost
What are OutPoints and how do I use them or redeem them?
OutPoints form part of The Outpost loyalty scheme, as long as you are signed in when you make a purchase they will be awarded. Full details can be found here.
Is it in Stock?
We stock thousands of items from the most popular ranges in the industry. Due to popularity we do find some items don’t stay in stock for very long. For this reason we allow back-ordering and pre-orders on most products and ranges.
Stock levels are live and displayed on products. For items we don’t currently have in stock at the time of your order we offer the ability to back-order. This allows almost any item to be ordered regardless of stock levels and we will order it in especially for your order. Items ordered in this way typically take 4-14 days to arrive depending on the item. If you’re unsure or would like us to check before completing your order please get in touch.
Once you complete your order the in stock items are allocated to the order.
This is especially important because it ensures you’re only waiting for the items you expect to be waiting for. In a sentence; you have bought it, it is now yours and won’t be sold to anyone else.
What if I order in stock and pre-order/back-order products together?
We allocate the items to your order specifically that are in stock when the purchase is complete. Any items which need ordering in are done as soon as possible.
Unfortunately we are unable to split orders. We strongly recommend ordering pre-order or back-order items separately from in stock items to avoid delays.
Can I split my order?
In order to provide the most efficient service possible we do not split orders. If you are awaiting items for your order it will be held until all items are in stock. If you wish to cancel part of the order please email us at [email protected] with your order number and request.
Can I add something to my order?
Unfortunately we aren’t able to add to orders. If you have missed something of your order the only solutions available currently are to refund the order to a voucher (instant) or to your original payment method (time varies) and place it as a new order.
Can I swap something on my order?
We aren’t able to swap items on an order, we can only cancel items. As with above we would have to cancel the order to a new order can be placed.
I made a pre-order, when will it arrive?
On any pre-order item you will see a date, this is the date we expect it be delivered to you. We will never ship products to arrive ahead of a global release date as this is against the terms of trade we have with manufacturers and suppliers. Some products unfortunately may take a little longer and will usually be with you shortly after the release date.
Please note that whilst we make every effort to deliver on the date listed there are occasions where unavoidable delays occur such as customs inspections, manufacturing faults or mis-packs! We promise to update listings with the most up to date information we have so that should always be the first place to check if you are worried about delays.
In the event of stock limitations we allocate to orders chronologically. This is rare and rarely comes with a warning but we will do our best to pass on information as it comes through to us.
I want to cancel my order
We appreciate that circumstances can change suddenly and this means you might need to request a cancellation for an order. If this is the case please contact us via email, include your order number and confirmation that you would like to cancel your order. Please also confirm if you would like your payment refunding to your original payment method (time varies) or a voucher (typically instant)
We are unable to process cancellations over the phone, we need confirmation in writing.
How much is Postage?
Shipping charges can be found here
Can you ship Games Workshop to me?
We are allowed to send Games Workshop products to the UK and Europe, we can not ship products outside of these regions. Other ranges can be shipped worldwide. Please contact us before placing your order if you are unsure.
Please note: any orders placed for delivery outside of Europe which includes Games Workshop products will be cancelled and refunded.
How long will my order take to arrive?
We aim to ship all in stock orders on the day they are placed. This means that the majority of orders arrive the very next day. In the event we need to order additional stock this will increase the delivery time. The exact number of days an order will take varies depending on when it is placed. Typically orders with back-order products in will take 4-14 days for delivery.
European countries typically take 3-5 days to arrive but vary depending on location. Please allow up to 21 days for out of stock items.
Rest of World destinations vary significantly, please contact us for an estimate if time is critical for your order.
What is the status of my order?
When you log into your account you will see a section entitled ‘My Orders’. In this section you will be able to check all of your previous orders. You can contact us with your order number for further information. Additionally please keep an eye out for our weekly automated update emails. These emails will contain a line-by-line breakdown for your order with statuses of each item. The statuses are as follows:
- Picked – once all items are of this status the order will ship.
- On order with supplier – this item is awaiting a delivery from supplier (also used for pre-order items)
- Shipped – this item is on it’s way to you!
If you need any further assistance please contact us using Facebook, Twitter, our contact form or email. You can also contact us via phone during our opening hours.
What about import taxes?
If you live outside the UK you may be subject to import duties and local taxes. For a variety of locations we can charge these during checkout. We are always working to expand the number of territories we can offer a “delivery duties paid” service.
Please view our shipping rates for full details here.
There’s a problem
What if my order does not arrive?
If your parcel does not arrive when expected please contact us via the ‘contact us’ form, email or phone. We are open 7 days a week and will happily help you find your order. The first place to check if you local sorting office, they may have attempted delivery already.
I received my parcel but the contents are damaged, what can I do?
Please contact us should your goods arrive damaged or unfit for purpose. We will ask you for photo’s of the damaged goods as well as any damage to the packaging it was sent in. We can then contact the couriers and arrange replacements for you.
My order was incomplete, what do I do?
In the event that your parcel is missing one or more items that you were expecting please complete the following steps:
1. Double check all items against your order receipt (email or physical)
2. Contact us via email, phone, Facebook or pop in store.
3. We will endeavour to contact you back within 1 working day.
4. If necessary we will post out a courtesy order of the missing item at no expense.
Please note that we will only ever post out one courtesy order per order placed. In the event that a second courtesy order is requested postal charges may be requested.
I want to return my Order
Not a problem, whatever the reason you are welcome to return an order, please see below for more details.
We will accept returns within 16 days of dispatch under the following conditions:
1. Items must be in their original packaging and unopened.
2. Items returned are at the buyers expense.
3. We reserve the right to refund your order with any associated Postage and Packaging charges deducted from the refund total.
Please note; returned products which are in the appropriate condition may be returned to stock for sale however with consumables it can prove difficult to confirm they are completely unused, additionally consumables have a shelf life which may result in lower quality results after a period of time. For these reason we do not accept returns for consumables.
This includes the following:
- Spray Paints
- Greenstuff/modelling putty
This policy is to ensure the products you receive are guaranteed unused and in the condition expected.
Items arriving damaged should be reported within 48 hours of expected parcel receipt please follow these steps:
1. Take a picture of the item(s) and all associated packaging. Without these we can not place a claim with the courier.
2. Contact us with the pictures and details of the damaged products.
3. We will assist you returning the product to us or the appropriate office.
4. Once all of the above have been completed we may be able to send a replacement out whilst the claim is processed.
Please note; damage claims will only be accepted for the first 48 hours of expected receipt. Any damage discovered after this time must be covered by the manufacturers warranty in order to be accepted.
Example 1: Steve receives his parcel on Saturday. He opens the package up on Sunday afternoon and notices one of the boxes has been damaged in transit. He follows the steps above and contacts us. We can confirm that during transit the product was damaged and he has let us know within the allotted claim window.
Example 2: Lisa receives her parcel on Thursday. Two weeks later she opens the parcel and sees that a box is damaged. Unfortunately due to the time elapsed we are unable to reliably establish that the damage occurred in transit. As such a claim would not be available for damaged goods with our couriers.
Important; any parcels arriving with you severely damaged should not be accepted and should instead be refused and returned to sender.
My model’s are mis-packed!
Missing or damaged parts can be replaced by ourselves or manufacturer, this varies from company to company. Certain manufacturers have missing parts services and we encourage the use of them where possible, this is simply so that you can receive your missing parts as quickly as possible. We are always available to help process a claim with the manufacturer however our years of experience show that manufacturers will typically process claims to end-users faster and directly to your delivery address.
A full list of manufacturer missing parts contacts can be found here.
If you have any issues contacting these manufacturers please contact us immediately.