Order status updates definitions
Order not confirmed
After you place an order, if it has an "Order not confirmed" status, it means that our webstore didn't notice the payment for this order. If you chose to pay via PayPal and the status didn't change to "PayPal-Completed", or you chose to pay via bank transfer, please send us the confirmation of your payment to spellcrow@umbraturris.com. After receiving the confirmation, we will start completing your order.
Order in realisation
The "Order in realisation" status means that we are completing your order. It usually takes 1-2 working days to prepare, pack and ship your order. Some items are not always in stock, so they need to be cast by our foundrymen before shipping, making the realisation process a little longer. At extremely busy times, the realisation of your order may last a couple of days more. We will inform you about possible delays.
Order shipped
The "Order shipped" status means that your order has been completed and shipped. If you want to keep an eye out for your package, feel free to send us a tracking number request to spellcrow@umbraturris.com.
FAQ
I try to add items to the shopping cart, but nothing works. How can I solve this issue?
Please delete all cookies (from the beginning of using the browser) or change the browser (for example if you use Google Chrome, try Mozilla Firefox). It usually solves the problem.
Which country should I enter when making a bank transfer – United Kingdom or Poland?
Our company is registered in the UK, but our bank is Polish, so please choose Poland.
Where do you ship my order from?
All orders are shipped from Warsaw, Poland.
How free shipping works on your website?
All orders over 50 GBP / 69 USD / 59 EUR / 272 PLN are shipped at our expense and you pay only for the purchased stuff, so it's worth adding a few items you find interesting and save on shipping. All you need to do is exceed the indicated amount and the store will automatically include free shipping, no matter where you live. Remember – we ship worldwide!
I have placed an order. When should I expect shipping?
Order has been placed. What now? If you order directly via our website, you will receive a few automatically generated emails with order status updates. We ship your orders within 1-2 working days, depending on the availability of purchased items. If anything is not clear or you would like to know more, contact us anytime.
The delivery of my order takes too long. What's going on?
The most common reason for that is a delay – it may take some time for a parcel to be processed in the sorting room. If you have not requested a tracking number and the delivery takes longer than expected, it may even occur that the parcel is already awaiting you at one of your local post offices or pick-up shops – which may happen when the post worker attempts to deliver the package but they don't find you at the provided address. In most cases, the delivery lasts 1-3 weeks, depending on the destination country. See our Shipping & Delivery section for more details. If you live outside the European Union, the delivery will naturally take longer due to sorting and customs control. In order to help you find out what happens with your order, we kindly ask you to send us a request along with your order number at spellcrow@umbraturris.com.
I received my package but some of the items are different from what I ordered.
It may happen sometimes that we miss something out and as a result your package contains wrong items, or their incorrect quantity. Please let us know about it by writing to spellcrow@umbraturris.com. We will send the correct items as soon as possible.
I want to order items that are out of stock or currently unavailable.
If you wish to order something that is out of stock, our capable foundrymen will cast the new products for you, and the shipping department will send them at once. We would greatly appreciate your patience though, as sometimes we get overwhelmed with the number of orders and tricky casting problems. If you wish to order an item that was available on our website but disappeared, please send your request to spellcrow@umbraturris.com. We will check the availability of this item and get back to you within a couple of days.
Can I purchase a single component from a kit?
Normally, we don't sell single components but we are always open to your individual wishes. Please email us at spellcrow@umbraturris.com with your custom order. We will look into your request and see if it's possible to give you that particular component, depending on the availability.
I want to see your product in person – does anyone in my area stock your stuff?
The list of all stores we cooperate with is here – Resellers & Distributors. If you have a nearby store which you shop at and you would like to buy Spellcrow products there which they don't stock, please simply request them at the store. This way, you will show a demand for a particular product range, which is really helpful for the store owner, us and you, as it will allow you to conveniently buy Spellcrow products in your local store in the very near future. If you contact us directly at spellcrow@umbraturris.com, letting us know the name of your local store, we will also make sure to send them a trade enquiry.
I run a store or a distribution and would like to stock your products – how to do so?
That's great! Please send us an email to spellcrow@umbraturris.com. We will get back to you as soon as possible.
I run a club, and we would like to use your components/models – what support do
you offer?
We have a special offer for wargaming clubs. Please contact us at spellcrow@umbraturris.com with your request, providing the name of your club and a link to the website, group, social media page or any event associated with your club.
I'm running an event, how can I get some support?
We are always open to support any events you run, so please contact us at spellcrow@umbraturris.com and we will let you know how we can help.
I have a YouTube/Instagram/Twitch channel or a blog and I want to review/paint/talk about your products.
Please write to spellcrow@umbraturris.com with your enquiry, providing a link to your main channel. We will gladly cooperate with you.
I have another problem/question/suggestion.
Don't hesitate to contact us in any case via email.
E-mail address: spellcrow@umbraturris.com
What are your working times?
Our standard working days are Monday to Friday from 8 am to 4 pm (GMT+2).
Important note: If you sent us an email a while ago but did not receive a reply, most likely it arrived in the spam folder or it was accidentally overseen. There is no reason for us not to answer your emails, so please send your email again or use the contact form on our website to make sure it reaches the destination. Thank you!
