FAQs

Our Business Type and Entity

We are a Small Independently owned Family Run Model Shop. We are proud to be a Seller operating from a High Street Shop Premises. 

All what is currently in stock on our website can be found in our Shop.

We have been trading since early 2022 recently becoming a Limited Company in 2024. Our Company is Registered with Companies House in England No 15816844

The Business is owned by Matt, helped by his father Graham and Wife Vicki. The shop is manned by Matt and Graham either together or individually.

We are view ourselves as honest, friendly and approachable people, enjoying a growing number of satisfied regulars who appreciate who we are as a business and our approach to Customer Service.

Why Do We Have the Name "Our Place” In Brackets?

The Shop was originally called "Our Place" before we bought it in 2022. The Owner who we were loyal customers to was going retire and the Shop was destined to close down had we not stepped in and took it on.

We rebranded, although not straight away and changed the shop name to something more identifiable to our trade. However, we made a promise to the Original Owner that a link to the shop's original roots will always remain, so "Our Place" will always be included in our name.

Shop Opening Times

The Shop is open 10:00 to 16:00 Tuesday to Saturday.

Website Operation

Our Website operates and accepts Online Orders 24/7.

Our Great Service

We maybe a Small Business, but we can still be just as good as a large business in terms of speed and service. 

We have handled well over 650 orders placed on this website and have shipped abroad numerous times so we view ourselves as experienced in online selling. 

More people are finding us and using us.

Being a small business we are a lot easier to communicate with and easier to reach should you have to get in touch with us. 

You will always find us friendly and helpful.

Our Great Prices

Our prices are very competitive even against some of the larger sellers. We offer Free Postage on UK Orders £30 and above and our postage cost on orders below £30 is kept to the bare minimum. 

What Your Business Means to Us and How it Helps.

Your business means a great deal to us and is met with genuine appreciation. For this we promise to take great care when handling your order and to process and ship it as quickly as we can.

We also promise to be honest and transparent and if ever there is a problem we will do our best to help you and resolve the matter quickly.

Your trust is our privilege!

We are business that operates from a high street shop and not from a warehouse. Your purchasing from us helps keep our High Street Shops alive.

All our stock listed on this Website is Brand New. 

We do sell used stock in the shop but we only ever list this online through eBay.

All our new stock is sourced from reputable trade suppliers to ensure that it is both genuine and complies with current Safety Standards.

Our stock is stored on our Shop Shelves and in our Stock Rooms.

Our Shipping Policies

Under most circumstances orders placed by 4pm Monday to Friday will be packed the Same day and Shipped the Next Day.

Orders placed after this time will be packed the following day and can either be shipped that same day or at worst the following day.

Any orders placed on Friday after 4pm and on Saturday will be shipped Monday. Orders placed on Sunday will be packed Monday and shipped Tuesday.

In exceptionally busy periods like Christmas time we ask that you give us an extra 24 Hours grace but we do our very best to keep to our normal Shipping Policies.

For UK Orders Including Isle of Man, & Chanel Islands 

We mostly send Items by way of Royal Mail for small and medium sized parcels up to 20kgs.

For larger sized parcels we use Parcelforce Worldwide Express 48.

As an alternative we offer Evri either Standard or Next Day. Normally with Proof of Delivery.

Free 48 Hr Tracked Shipping is offered on orders totaling £30 and more. An upgrade to 24 Hr Tracked Shipping is offered for a small extra charge. A signature is required if your order is of a higher value. (UK Destinations only)

We do reserve the right to change the Courier either for economics or we have concerns with the security of your order with your chosen courier.

WE ARE NOT RESPONSIBLE FOR ANY DELAYS LOSSES OR ERRORS IN THE POSTAL SYSTEM

For International Orders 

(Countries Currently Excluded are Russia, North Korea, Belarus & South Africa)

We ship small items to European and Worldwide Destinations using Royal Mail or any other Trusted Courier. We strongly recommend that you choose a tracked postal service on any order as protections and refunds can only be guaranteed this way.

Please note that we will gladly ship to your chosen International Address, but any payment of Import Duties that are imposed on Goods after shipment are the responsibility of you as the customer to pay and we are not liable for this. As we are currently Not VAT Registered no VAT will be deducted off your order and the price will remain the same.

Please consider this carefully before making your purchase.

If you are from any one of the Excluded Countries listed Above Your Order Will Cancelled and Money Refunded.

We do reserve the right to change the Courier either for economic reasons or we have concerns with the security of your order with your chosen courier.

WE ARE NOT RESPONSIBLE FOR ANY DELAYS LOSSES OR ERRORS IN THE POSTAL SYSTEM

Checking Out Methods

You can checkout with any website order either by paying either online 24/7 or over the phone during our business hours 10:00 to 16:00 Tuesday to Saturday.

Online Website Payments

If paying online using our Secure Payment platforms using PayPal, Stripe or Clearpay Your credit/debit card payment or your Clearpay account will be charged by them upon placing your order. By using these reputable secure payment platforms, it ensures that your card details are always kept safe and that all security checks are cleared before your payment is processed.

When we receive notification of your order and your successful payment, your order will then be processed and shipped according to our policies.

Payment over the Phone During Business Hours

We understand some people are still nervous about their card details online or just like to talk to someone real, so we offer a payment over the phone service. We don't mind this and we are happy to talk to you. 

If you select this option, then we receive notification or your order and that we need to await your payment. We then reserve your item and await your call. When you call us we will the take your card payment over the phone using your details that you verbally provide. Once we process your payment and it is successful we will then process and ship your order according to our policies.

All card details taken over the phone are only done verbally on a one-time basis only. 

We do not write down or store your card details.

Reservation Time for Unpaid Items

We will hold unpaid items on reserve for up to two working shop days. We are not exactly strict with this and if it goes over that time, we will most likely contact you by email to remind you. We are negotiable on the reservation time only if you contact us during this time. We also respect your right to say that you have changed your mind, and any cancellation request will not be met with any problem or argument.

If we hear nothing from after sending you a reminder and the stated deadline expires, we will proceed to cancel your order and put all reserved items back up for sale. This action is based on the assumption that you no longer wish to proceed with your order.

No Goods are Shipped Until they are Paid For In Full.

Yes We Do!

Not a problem to us we are always happy to see you in our Shop. 

You can Pay Online and Collect In Store or Reserve on Line & Collect In Store.

You can arrange a collection day and time during our Business Hours to suit you.

Once we receive notification or your Order items are made ready to collection, and you will receive notification when your items are ready for pick up.

Reservation Time for Unpaid Items

We will hold unpaid items on reserve for up to two working shop days. We are not exactly strict with this and if it goes over that time, we will most likely contact you by email to remind you. We are negotiable on the reservation time only if you contact us during this time. We also respect your right to say that you have changed your mind, and any cancellation request will not be met with any problem or argument.

If we hear nothing from after sending you a reminder and the stated deadline expires, we will proceed to cancel your order and put all reserved items back up for sale. This action is based on the assumption that you no longer wish to proceed with your order.

Yes You Can!

If you see something you like on our Online Store but you have questions, want to see it for real before you buy, or just dont want to use the website check out process you can always  Call Us during our Business Hours.

You can either pay over the phone and we then ship your order/or you arrange to collect it or we put items by until you get to see us in store. 

We will hold unpaid items on reserve for up to two working shop days. We are not exactly strict with this and if it goes over that time we will most likely try to contact you. We are negotionable on the reservation time only if you contact us during this time.

We also respect your right to say that you have changed your mind and any cancellation request will not be met with any problem or arguement.

If we hear nothing from after two days we put all reserved items back up for sale. This action is based on the assumption that you no longer interested in ordering.

Packaging

We understand that your order is precious and we would hate for it to get damaged. We take great care in ensuring that your order is well packed and held secure during transit.

We do use a mixture of both newly sourced and reused packaging that we receive from our suppliers.

This helps us keep our shipping costs to a minimum but to also help the environment.

Packaging maybe improvised but will always be strong and secure.

Our packages are unbranded and discreet, to aid security during transit

Gift Wrapping

Sorry but unfortunately we do not gift wrap. 

Please accept our apologies.

For all online orders we send all notifications by email from 'Matt from M & V Models' (Please Check Your Junk Folder if you can't immediately see them in your Inbox)

When You Place an Order, you will be sent an Email from confirming your order details along with a Copy of Your Invoice. Your order will always start with a Default Status of 'Awaiting Processing'.

Your Order will go through a 'Processing' 'Status and then 'Shipped' along with a Tracking Number if a tracked shipping Service is Included with your Order. Your email and Phone Number (If Provided) will also be entered when generating a shipping label with the selected Couriers for them to notify you of your parcels journey.

A Notification Email Gets Sent to You every time the Status of Your Order Changes.

If we ever come across a problem or discrepancy with your order that may prevent it from being shipped or for any other reasons we will contact, you by email. 

We do monitor tracked Parcels ourselves and when we  know your order is Delivered we marked it as 'Delivered' and an Email is sent to you to confirm this.

Any 'Cancelled' and/or 'Refunded' Orders are also confirmed to you by email.

We also Notify you by email if your 'Delivery is 'Cancelled' or it has been 'Returned'.

When Using our Collect in Store option with your Order, we will notify you by email that your Order is 'Ready for Pick Up'

You can check the status of your order by clicking on Track Orders on the Shop Page. Using your Email Address, you can sign in with the sign in link that will be sent to you for you then to view and track your orders.

If you are still not sure you can always Contact Us or Call Us to find out and we will be happy to help you

I have just bought and I've changed my mind or made a mistake, can I cancel My Order and get a refund or am I able to Change My Order?

Yes you are legally entitled to change your mind and obtain a refund or change your order. Please Contact or Call Us with your request within 24 Hours to avoid your order being shipped.

Returning Damaged or Faulty Items?

If you find any item you have received is damaged or faulty please Contact or Call Us within 14 Days of receipt of your item(s). 

We will require you to return the item(s) to us first and then can offer you either an exchange for your item(s) (if in stock) or full refund with the addition of any of your return postal/handling charges should your claim of faulty or damaged goods is verified as being true. We will ship any exchange item(s) to you free of charge.

Returning Unwanted Goods?

If there is no fault with or damage to any item but you want to return it for any other reason, please Contact or Call Us within 14 Days of receipt of your item(s). From there you can either have an exchange item or a full refund. You will have to return any unwanted item at your expense, and we would need to receive the item(s) back in order for you to be fully refunded.

We strongly urge that you carefully consider all your purchases before making them online so there are no difficulties in trying to return unwanted goods. If you want to ask before you buy then don't be afraid, we would rather you be confident in you knowing what are purchasing is right for you.  Contact or Call Us

My Item(s) are lost?

We aim to ship most items within 24 to 48 hours after us receiving your order.

Should you find that your item(s) have not been received in 7 Working Days (UK Delivery only), please Contact Us or Call Us so we can look into why your item(s) are missing or delayed. We can only offer you an exchange or refund if your item(s) are proved genuinely lost during shipping.

International Deliveries may take longer, so we suggest you allow up 14 Days past your expected delivery date before you Contact Us.

In order to purchase using this Website we request you to Read and Agree to our Terms and Conditions. 

Our full Terms and Conditions can be found by clicking here.

Our full Privacy Policy can be found by clicking on this link to our Privacy Policy Page

but here is a Simple Summary Below.

Information About You

To keep things simple, we only keep the necessary Personal Information about you to Process and Ship Your Order.

We never ask you for anything beyond this or ask for any Sensitive Information such as your Date of Birth. 

The only Personal Information we keep is your Name, Postal Address, Email for Order Notifications/Tracking and only if you wish your Phone Number.

That information will only be shared with other parties that are involved in the fulfilment of your order namely our Secure and Trusted Payment Platforms and Postal Services when generating shipping labels. 

We do store the above details on a secure Customer Database held by our Trusted Website Hosting Platform. This is held for the purposes of future reference on past orders and allow us to send survey requests and marketing emails updating you on our latest products.

You can choose to opt out of these marketing emails.

You have a right to ask for a copy of the information which we are holding on you and we will provide this for a small fee. We will delete information or correct any inaccuracies at no charge as soon as you make the request.

This data will be held in accordance with our internal security policy. If we propose to send your data outside the European Economic Area (EEA) we will seek your consent first.

Data will only be released to other third parties (e.g. the police) on request where there is a legal requirement for us to do so.

Card Details

As online payments to us are handled through PayPal, Stripe or Clearpay we never see your Credit/Debit Card Details. 

WE WOULD ONLY EVER NEED THEM TO PROCESS PAYMENT FOR AN ORDER OVER THE PHONE THIS IS A VERBAL PROCESS AT THE TIME PAYMENT IS MADE AND IS DONE ON A ONE-TIME BASIS ONLY USING A SECURE CONNECTION.

WE DO NOT OR HAVE ANY WISH TO STORE YOUR CREDIT/DEBIT CARD DETAILS AND NEVER ASK FOR THEM WITHOUT YOUR FULL AGREEMENT.

Website Cookies

This Website does operate Cookies for Tracking and Analytical Purposes. No personal information is revealed to us from them. You are requested to either Accept or Reject them when visiting this Website.

Yes we are safe to use.

This Website operates under a Certified SSL hosted by 123 Reg a reputable Website Hosting Platform. They are there to ensure that this website remains Safe and Secure and free fom any criminals who may try to intercept it.

We use very well known Safe and Secure Payment Platforms such as PayPal, Stripe and Clearpay. All data during Checkout is transmitted encrypted via a secure TLS connection. Using these Secure Payment Platforms means that your card details are kept secure and never revealed. Our Payment Platforms also protect you both with security and your ability to get your money back. We have to abide by strict conditions to use these payment platforms, so it is in our interest to remain trust worthy at all times.  

We are fully aware that the internet can be a dangerous place and that criminals operate scam websites. You can look us up on any Scam Website Checker and find that our trust score is very high.

We are a Legitimate Business and all our Contact Details are present on this Website to show we are fully identifiable.

The intended user of this Website is strictly members of the Public Aged 18 or over.

This is due to some of our Products we sell having age restrictions imposed on them.

If you are under the age of 18 then you need to get your Parent or Legal Guardian to purchase for you.