FAQ
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Shipping, payment, personal collection, returns, claims and hobby advice — everything important in one place.
Start with the five most common questions or jump straight to the topic you are currently dealing with.
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- Useful links take you directly to detailed guides
- If you cannot find the answer, we will help personally
The answers customers search for most
These are the things customers most often ask before placing an order or shortly afterwards.
When will my parcel arrive?
Usually within 1–3 business days after dispatch. Detailed information about carriers, prices and delivery options is available on the Shipping — options and prices page.
How can I pay?
By card, bank transfer or cash on delivery. You will find the full overview on the Payment — methods and conditions page.
How does personal collection work?
Collect your order from our store at Anenská 7 in Brno. A map, directions, parking information and opening hours are available on the Personal collection page.
What if a product is sold out?
If something is out of stock, we can often source it on request. Write to us or visit the Order on request page.
How do I return an item?
Returns are simple — write to us and we will send you the instructions and form. The complete guide is available on the Returns step by step page.
Choose the area you need help with
Each category contains only related questions, helping you reach a specific answer quickly.
01Shipping & delivery4 answers · delivery times, international shipping, boxes and order changes
When will my parcel arrive?
Usually within 1–3 business days after dispatch. The exact time depends on the carrier and its current workload. See all options on the Shipping overview page.
Do you ship internationally?
Yes, we ship throughout the EU. If you need delivery outside the EU, write to us and we will try to find a solution.
Do I need to be home for delivery?
No. You can choose delivery to an address, a pick-up point or a parcel box. Select the option that suits you best and collect your parcel when convenient.
Can I change my details after ordering?
Yes, provided the parcel has not been dispatched yet. Contact us as soon as possible and always include your order number.
02Payment2 answers · payment methods and security
Which payment methods do you offer?
We offer payment by card, bank transfer and cash on delivery, so you can choose whichever suits you best. See the Payment methods page for an overview.
Is payment secure?
Yes. Payments are processed through secure and certified payment gateways. We never receive or store your card details.
03Personal collection3 answers · location, reservation and collection
Where can I collect my order?
At PlasticWargaming, Anenská 7, Brno. Let us know in advance and we will prepare everything for quick collection. Full information is available on the Personal collection — map and access page.
How long do you hold my order?
We reserve your order safely for at least 7 days. If the collection date does not suit you, let us know and we will adjust the reservation as needed.
What do I need when collecting my order?
Your order number or confirmation e-mail is enough. We will take care of everything else in store.
04Availability & shopping5 answers · sold-out products, pre-orders and getting started
What if a product is sold out?
Take a look at our Order on request option.
How do pre-orders work?
A pre-order reserves the product for you before its official release. Available quantities are often limited, so ordering early gives you the assurance of a reserved copy. We keep you updated throughout the process.
What is the fastest way to start playing?
The quickest route is through our complete special bundles containing miniatures, paints and tools. You can also choose one of our starter sets.
What do I need to start playing?
If you are new to the hobby, write to us. We will check your basket and advise what you genuinely need and what can wait, saving you time and money.
Can I order something that is not on the website?
Yes. If you are looking for something we do not list, write to us. We will quickly check availability and the available options, or you can use the Order on request page.
05Returns4 answers · process, packaging, refunds and postage
How do I return an item?
The complete process is available on the Returns guide page. Everything is explained step by step.
Do I need the original packaging?
Ideally, yes. The original packaging forms part of the complete product and helps with inspection and safe return processing. If the packaging is missing or damaged, the value of the returned item may be reduced, which may also affect the refund amount.
When will I receive my refund?
We issue refunds no later than 14 days after you withdraw from the contract, using the same payment method unless agreed otherwise. We may wait until we receive the goods or proof that they have been sent back.
Who pays the return postage?
For a standard withdrawal from the contract, the customer pays the cost of returning the goods. If the issue is our fault or it is a valid claim, we will of course cover the costs.
06Claims3 answers · damaged parcel, faulty product and processing time
What should I do if my parcel arrives damaged?
Photograph the parcel and contact us. The full process is available on the Claims — damaged parcel page.
How do I make a claim for a faulty product?
Send us your order number and a photograph of the fault. All steps are listed on the Claims process page.
How long does a claim take?
We process claims without unnecessary delay and no later than 30 days after the claim is submitted, unless we agree on a longer period together. We will inform you as soon as it has been resolved.
07Painting & workshops4 answers · commissions, dates, equipment and lessons
Do you offer commission painting?
Yes. Write to Honza (Johnny) at social@plasticwargaming.com. Use Painting — commission as the subject.
Where can I find workshop dates?
Our events calendar includes dates, topics and registration details: Workshops & events.
What should I bring to a workshop?
Nothing essential. We can lend you brushes and paints if you do not have your own.
Do you offer individual painting lessons?
Yes. Write to Honza at social@plasticwargaming.com.
08Products & quality2 answers · product origin and condition
Are the Games Workshop models genuine?
Yes. We are an official Games Workshop distributor, have a signed agreement with GW and buy directly from them. We guarantee that all products are genuine, new and sourced through official distribution.
Are the models new or used?
Our online store offers only new, genuine and unopened products.
The FAQ provides a quick overview. For returns and claims, also follow the detailed process on the relevant page and the applicable terms and conditions.
Could not find your question?
Write to us. Include your order number if you already have one and describe as precisely as possible what you need help with. We will respond directly, without unnecessary transfers.
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