FAQs

Below are a selection of our frequently asked question, to help you to find answers to some of our most common queries. If you have something that is not answered here then please go to our contact us page and we will try to get back to you as soon as possible.

Delivery:

How much will delivery cost?

UK Mainland 

  • Standard delivery is £3.95, and it takes between 2 to 4 business days.
  • Express delivery is £6.95, and it takes between 1 to 3 business days.
  • Free standard shipping on orders of £50+.

Europe

  • Non-tracked/tracked postal service is between £4.95 to £25, and it is estimated to take 2-17 business days.

United States

  • Non-tracked/tracked postal service is between £6.95 to £35, and it is estimated to take 2-17 business days.

Rest of the World

  • Non-tracked/tracked postal service is between £6.95 to £35, and it is estimated to take 2-17 business days.

 

Orders: 

How do I use a discount code? 

The discount codes can be entered during the checkout process. Simply insert the code in the “Gift car or Discount code” box, then click “Apply”.  Only one discount code may be applied per order. Discount codes cannot be combined with others. 

Can I alter my order after I have placed it? 

We can make changes to the orders if they have not been shipped, if they have been shipped, we cannot make any changes. If it has already been shipped you are responsible to pay for any extra shipping or recall costs. 

How can I track the status of my order? 

Orders are shipped with Royal Mail. A Royal Mail tracking number is provided on the receipt to enable you to track your order. 

You can also track the status of your order by logging in to your account. 

Can I cancel my order? 

You have up to 30 days from the receipt of your order to request a refund. You are responsible for the cost of returning any unwanted item(s) and must be returned in the appropriate packaging. 

To cancel an order before you have received it, please contact us, if it has not been packed/ dispatched yet, we should be able to cancel it for you. 

You can email us for any return questions at info@clockworksoldier.com.

I gave the wrong shipping address. Please can you change it? 

Due to concerns of possible fraud with address changes, we are not able to change an address on an order that has already been placed. Try sending us a message and if it is caught in time, we can change the address for you. 

What is the standard delivery time? 

We ask our UK customers to allow up to 3-5 working days to receive their orders. While they are likely to arrive sooner than this, this helps to avoid any disappointment caused by unexpected delays. We ask customers based outside of the UK, in the EU, to please allow up to 7-10 business days to receive their order.

Do you want to include expected delivery for US and Other parts of the world? 

I have requested a refund; how long will it take to reach my bank?

Once we have refunded your order, it can take 3 to 5 working days to reach your bank account. 

The items have arrived defective or damaged. What can I do? 

If you have issues and damages with an order, please let us know as soon as possible so we can provide you with a refund or replacement. We may request images for all issues to do with quality and damages. UK customers should reach out to info@clockworksoldier.com with their order number. 

Returns: 

What is your return policy? 

You can return your purchase for a refund within 30 days of receiving it with the appropriate packaging and in appropriate condition. Simply post the item/s back to us. You are responsible for the cost of returning an unwanted item. 

Please read the full details and instructions of our returns policy 

Email us if you are returning an order at info@clockworksoldier.com

How do I contact customer service? 

If you have any queries or questions, you can contact Clockwork Soldier by: 

Email: info@clockworksoldier.com

Phone: +44 7936 434894 (Monday-Friday 9.30-17.30). 

Missing Items:

Just contact us at info@clockworksoldier.com. 

How do we check the safety of our products? 

All our products adhere to EN71 stage 1, 2 AND 3 which is the European standard and our CE marked. 

How are our products designed? 

Our products are designed and created in the UK. They are made in China from fully sustainable sources. They are completely recyclable and mostly plastic-free and are designed to make minimal waste.