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How to Order FAQ's

We have worked hard to make ordering on a site simple, safe and secure operation. Below are a few ‘frequently asked questions’ regarding our ordering process which you may find helpful.


How do I place an on-line order?
Ordering online is really simple. Beside every item you will see an ‘add to basket’ link. Simply enter the amount you require (leave at ‘1’ if that is all you require) click once and your basket page will appear with the item you added. You can at anytime remove or update the quantity before you proceed to payment. Just click the continue shopping link in the basket to take you back to where you were.
When you are ready to pay click the pay by card button if you wish to pay by credit or debit card, or alternatively if you prefer to pay by paypal click the ‘checkout with paypal’ button.
You will then be taken to our checkout page where you must fill in all the required fields then click the pay by credit/debit card button at the bottom. If for any reason you have missed anything the computer will prompt you to fill in the missing information before you can proceed.
You will then be taken to a page where you enter your card details and when you are happy click the ‘submit card details’ button and your purchase is made! A confirmation e-mail will be sent to you when the payment is complete.
Customers paying by paypal will be taken to the paypal site where you simply fill in the required information.
All through this process you can view the amount of items and cost of these by looking at the ‘items in your shopping basket detail which is on the top right of every page.

 

Is buying on-line secure?
We have worked very hard to ensure the security of our site, and implement systems from Roman Cart and Paypal Website Payments Professional who are accepted industry leaders. Our system is also VeriSign Secured, so please order with confidence.

 

Why does my address bar change from www.airtekhobbies.com to www.romancart.com when I view my basket or make a payment?
As mentioned above romancart.com are our e-commerce providers and this is integrated into our own site. This is perfectly normal and for peace of mind you will see the security padlock when you enter these pages.

 

What are your postage rates and methods?
We offer Royal Mail 1st Class and next day, plus carrier for large items (i.e. kits) . If you use the next day or carrier service please make sure someone is available to sign for your package. There is a minimum shipping charge of £2.20, and postage is automatically calculated when you add an item to your basket based on its weight. Postage charges are clearly displayed at all times in your shopping basket. Certain items (i.e. large and kits) only allow carrier as the choice of delivery.

 

How long will my order take to arrive?
If you order an in-stock item before 3.00 p.m. we will do our very best to despatch it the same day. You will be sent an e-mail when your order has been despatched. Orders placed after 3.00 noon on a Friday, or on a Saturday or Sunday will normally be sent the following Monday. However, we often post Saturday mornings but this is not always guaranteed.

 

Can I order by phone or cheque by post?
Yes, of course, we welcome all telephone orders, please phone 01484 506118 and we can take your order over the phone. If you get the answering machine please be patient, it often means our lines are busy. If this is the case please leave a message and we will call you back. Regretfully orders by cheque can only be sent upon payment clearance.

 

What if an item is out of stock?
If an item is out of stock this will be clearly be displayed under the price and you won’t be able to order it. This is an automated system and there may be very rare instances when an item is showing in stock but actually isn’t. We would, of course, contact you straight away should this be the case. If you are interested in an out of stock item please e-mail us and we will let you know when they come back into stock.

 

Are all prices fully inclusive of VAT?
All prices on the site include VAT at the current rate - there are no hidden extras!

 

Can I collect my order in person?
Yes, of course. We also have a shop, for further details please click here.

 

Do you accept overseas orders?
We accept all orders from EC countries. Simply click the ‘location’ button and chose your country from the drop down menu. The postage choices will then change to reflect your location. For your convenience the total cost is also displayed in Euros and Dollars. Please note that the final Euro price may vary slightly as this is calculated by your card company.

PLEASE NOTE: We strongly recommend you chose one of the signed for services as we cannot be held reponsible for items lost in your local postal system. For items sent by tracked services where the tracking shows delivery has been made if for any reason this is not the case we are unable to help with enquires with the postal services in your destination country.
For customers outside the EC please e-mail us with your requirements and we will contact you with a total cost.
Regretfully due to insurance restrictions we are unable to accept orders from the USA at this time.

 

We want you to have a pleasurable experience ordering from Airtek Hobbies, so if you have any further questions please let us know!