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FAQ

What kind of miniatures do you make?

Black Tree Design manufacture thousands of superbly detailed metal miniatures, all in 28mm. From Fantasy to Historical ranges, we have everything you'll need whether you're a gamer, collector or painter looking for that special figure to complete your gallery.

 

Do the miniatures come painted?

No. All our miniatures are supplied unpainted.

 

How are the miniatures packaged?

The miniatures are supplied in ziploc type bags with the appropriate pieces.

 

Do the miniatures come with shields, bases, weapons and standards or do I need to order them?

All our figures are supplied with shields and bases when needed. If the figures have spears you need to buy spear packs. and weapons when needed. Some miniatures and sets are shown with scratchbuilt diorama bases and or standards/flags, these are not included.

 

How do I order?

Ordering is easy. Just browse our website, click 'Add to cart' when you find things you want, then when your finished just 'view cart' and 'checkout' and fill in your details. Please tick the box 'Save my info for faster checkout' and your details will be saved and we will already have your address - you will still need to enter your credit card details as these are not stored. Click 'Continue' to arrange payment.

When you finish your order you can pay by either Paypal or credit card online. Alternatively you can complete the order, choose 'Phone Order.' and telephone us with your credit card details. A copy of the order will be sent to your email address and is available by pressing “Print Receipt”. Please note, all order are processed through our Head Office in the U.S. and may appear on your statement in Dollars.

All Payments are processed through our Head Office in the U.S. and may appear on your statement in Dollars or UK Sterling. Exchange rates may vary slightly by a few cents. Some Credit Card companies may assess a conversion fee. Please refer to you local provider.

If you prefer to pay by check or money order simply press 'Print Receipt' and then send a copy of the order and the check to the U.S. address below along with the order number given.

Personal checks and money orders must be drawn on a U.S. Bank. Banks charge a fortune to clear cheques from foreign countries and it can take an awfully long time. We cannot accept personal cheques drawn on Foreign Banks, sorry. The best and fastest option is usually to send an International Money Order that is drawn on a U.S. Bank.

 

How much is Shipping & Handling?

We have a Low Flat Rate on small orders and Free Shipping on larger orders 24/7. Now that is music to the ears!

Under $150.00  Over $150.00
United States      $5.00 Free
Canada $8.00 Free

 

Under $155.00 Over $155.00
United Kingdom $5.42 Free

 

Under $110.00 Over $110.00
Europe               $7.70 Free

 

Under $155.00
$155.00-$310.00
Over $310.00
Rest of World $12.00 $20.00 Free

                     

How long will it take to get my order?

Under normal circumstances we aim to ship orders the same day. However if casting is required or at peak times (holidays, Christmas etc) or when we are running a sale it can take longer to ship orders. Time in transit varies by destination. Orders in the UK and NorthAmerica usually take 2-5 working days. Orders to Europe usually take 7-10 working days. Orders to the Rest of the World may take longer.

We operate offices in both the U.S. and U.K. and sometimes it may be necessary to ship items from the other location to fill orders. We are doing everything possible to keep this to a minimum.

 

What about Back Orders?

We do not usually operate a back-order system. However if an item is out of stock and may not be available for more than a week, we will send you the main part of the order and will send the missing item as soon as we receive it.

 

What is the best time to call?

Our Administration Department is located in the United States. Please call us on (806) 731-0202 between 9:00 and 5:00 Central time. In the UK and other countries please call us on 01752 547654 (44 1752 547654 from other countries). If you call us in the UK we transfer the call to our office in Texas. There's a 6 hour time difference so the best time to call is after 3pm and before midnight

 

What is your policy on Returns and Refunds?

We want you to be completely satisfied with every purchase from Black Tree Design. If, for any reason, you are not happy with your purchase you have the right to cancel your order within seven working days of delivery of your item(s) and receive a refund for the amount paid for the goods. Cancellations should be sent to:

 

For North America send it to:

EOE Orbis
P.O. Box 20822
Amarillo TX  79114
USA

And for the U.K.

EOE Orbis
4 Treworvenneth Drive
Marazion
Penzance
TR17 0BT
United Kingdom

 

 

Write or email us stating you wish to cancel the order, including your full name and address, original order number, plus any other relevant details. We will, within 30 days of receiving your cancellation, refund you the amount originally paid for the goods. You have the responsibility to keep the items in good condition and return them to the above address within 7 days of the date of cancellation at your cost. Goods not manufactured by Black Tree Design (Stock Products manufactured by a Third Party) must be returned unopened and in their original condition. We recommend that you use recorded delivery or registered post when returning the items.
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