Everything you need to know
FAQ
Quick answers
When will my package arrive?
Usually within 1–3 business days after dispatch. Full details about carriers, prices, and delivery options can be found here:
Shipping – options & prices
How can I pay?
Card payment, bank transfer, or cash on delivery. Full overview here:
Payment – methods & conditions
How does personal pickup work?
Pickup takes place at our store on Anenská 7 in Brno. You’ll find a map, directions, parking info, and opening hours here:
Personal pickup – all info
What if a product is sold out?
If something is out of stock, we can often get it on request. Just write to us or use the form here:
Order on request
How do I return goods?
Returns are simple — write to us and we’ll send you the steps and form. Full guide here:
Returns – step by step
Shipping & Delivery
When will my package arrive?
Usually 1–3 business days after dispatch. It depends on the carrier and workload. All shipping options here:
Shipping – overview
Do you ship abroad?
Yes, we ship across the EU. If you need shipping outside the EU, write to us and we’ll try to find a solution.
Do I need to be home for delivery?
No — you can choose home delivery, pickup point, or parcel box. Choose what suits you best and pick up the package whenever it works for you.
Can I change my details after ordering?
Yes, if the package hasn’t been shipped yet. Write to us as soon as possible and always include your order number.
Payment
What payment methods do you offer?
We offer card payment, bank transfer, and cash on delivery. Full overview here:
Payment – methods
Is payment secure?
Yes — all payments go through secure and certified payment gateways. We never receive or store your card details. Your payment is fully protected.
Personal Pickup
Where do I pick up my order?
You can pick it up at Plastic Wargaming, Anenská 7, Brno. Let us know in advance and we’ll prepare everything for fast pickup. Full info here:
Personal pickup – map & access
How long do you keep my order?
We reserve your order for at least 7 days so you can pick it up without stress. If the date doesn’t work for you, let us know — we’ll adjust the reservation.
What do I need for pickup?
Just your order number or confirmation email. Nothing else — we’ll handle the rest.
Availability & Shopping
What if a product is sold out?
Check out our “order on request” option:
Order on request
How do preorders work?
A preorder guarantees your product before official release. Quantities are limited, so ordering early ensures your copy is reserved. We keep you updated throughout the process.
How fast can I start playing?
The fastest way is to choose one of our complete bundles with miniatures, paints, and tools:
Special bundles – all in one box
Or choose a starter set here:
Starter sets – everything included
What do I need to start playing?
If you're new, write to us — we’ll check your cart and advise what you really need and what can wait. Saves time and money.
Can I order something not listed on the website?
Yes — if you're looking for something we don’t list, write to us. We’ll quickly check availability and options.
Order on request
Returns
How do I return goods?
Full guide here:
Returns – guide
Do I need the original packaging?
Ideally yes — it helps with inspection and safe processing. If the packaging is missing or damaged, the value may be reduced.
When will I get my money back?
We refund within 14 days after receiving the package. Once processed, we notify you and send the refund via the same method you used.
Who pays the return shipping?
The customer, unless the issue is our fault. If it is, we cover the costs.
Claims
What if the package arrives damaged?
Take photos and write to us. Full guide here:
Claims – damaged package
How do I claim a faulty product?
Send your order number + photo. Full steps here:
Claims – process
How long does a claim take?
Usually up to 30 days after we receive the product. Once resolved, we notify you immediately.
Painting & Workshops
Do you offer commission painting?
Yes! Write to Honza (Johnny):
social@plasticwargaming.com
Subject: Painting – commission
Where can I find workshop dates?
In our event calendar:
Workshops & events
What should I bring to a workshop?
Nothing major — we’ll lend you brushes and paints if you don’t have your own.
Do you offer individual painting lessons?
Yes — write to Honza:
social@plasticwargaming.com
Products & Quality
Are the models original Games Workshop?
Yes — we are an official Games Workshop distributor. We buy directly from GW and guarantee all products are original, new, and from official distribution.
Are the models new or used?
We only sell new, original, unopened products.
