Ordering FAQs:

Q: How can I purchase one of your models?
A: Our website is open 24 hours a day, 7 days a week so you can purchase a new model wherever you are, at home or at work, and have it delivered to an address anywhere in the world. Models can also be purchased at one of our stops held at various locations. From Devon to Scotland, Cumbria to Kent we're traveling the length and breath of Great Britain meeting new people, catching up with old friends and showing you our herd of models. Find our the details for our events by clicking here.

Q: What Payment methods do you accept?
A: All our payments are processed through Paypal. Paypal accepts all major Credit cards- Visa, Mastercard, Maestro (also known as Switch), Solo and American Express.

Q: How do I know if an Item is in stock?
A: Each product page will tell you in a product is in stock or out of stock. If there is a "Buy Now" icon, the item is in stock and available.

Q: Can I order out of stock items to be delivered at a later date?
A: Copperfox Model Horses often offers items for sale before release and/or offers you the chance to order an out of stock item (which is returning back into stock at a later date). You can place an order for one of these items in the same way you would for anything else. The item would then be despatched to you when it comes into stock.

Q: I have a query- what do I do?
A: If you have a question, query or comments, please do not hesitate to contact us. Either call us on: 01440 788600 or get in touch by using the Contact Us Form. We aim to answer all queries within 1 working day (during weekdays)

Q: I wish to cancel my order? How do I do this?
A: No Worries! If you wish to cancel your order please telephone us on: 01440 788600 or email is on: becky@copperfoxmodelhorses.com and we can cancel your order for you.

Delivery FAQs:

Q: How long does it take for my order to arrive?
A: The time between you placing your order and you receiving the order is on average about 1-2 days. During busy times of the year, for example at Christmas, this time may be slightly longer as we have to help Father Christmas with his Christmas shopping too! Please allow extra time at our busiest time of year and let us know if your require your order for a specific date. 

Q: How much is your postage costs? 
All our postage costs are calculated on weight. Please visit our Postage Costs page for full details. Customers also have the option to arrange their own postage for their models as we understand that individuals can often get better prices than we can and/or would prefer to use a different service. Trot on over to our Shipping Information page for more details on this option.

Q: I live outside of the UK. Can I order from you?
A: Of course! We can ship anywhere in the world and have customers on all four continents (we have yet to post to the Antarctica!) Postage for orders outside of the UK is calculated on the order weight (as above).

Q: Can I request that my parcel is left somewhere?
A: On request, we can ask our couriers to leave a parcel at a specific place (e.g in the shed) if you are not in when the delivery is made. We must advise that if we put a special request on a parcel that is classed as a "unattended delivery" and it is not insured nor replaceable.

Returns Policy:

Experienced and flexible we may be, but that doesn't ensure that nothing will ever go wrong. We should be now, thought, be pretty good at sorting it out if it does!

All models are inspected by hand before they are despatched, where they are visually checked to confirm that they are within our tolerances for that model and it's colourway. As our models are hand crafted, variations in colour, finish, seams and markings will occur and we make allowances for these during our manufacturing process and when inspecting our products before despatch.

If you wish to return a model to us during the "cooling off period", please inform us would like to do so within 14 days of receiving your item. The model must then be returned to us in it's unused, original re-saleable condition (including product packaging, leaflets etc) within a total of 28 days, otherwise we will be unable to refund you. Once the return model is received, a refund for the cost of the model and the original order postage will be made back to the original payment method that was used to make the initial purchase. Please note that we do not refund return postage costs (of getting the model back to us) or offer free return labels. If returning a model from overseas, please also ensure that the parcel has no customs value, as it is a item being returned.

If you would like to return a model for exchange, the applicable country postage cost for sending our the new model will be required before despatch.

In the rare case of an an error on our part, we will cover the costs of getting the model back to us, in addition to replacing the model, if possible (subject to availability). We will advise and recommend in the best method of return to us to ensure it's most economical. For the UK, we will refund to a maximum of £4.95 for one model as per the Royal Mail website and for Overseas addresses, we will refund the maximum of £20.00 for one model.

Privacy Policy:

We understand our customers concerns regarding privacy and are full committed to protecting it. If you have bought something from us we will have your email address, phone number, and address details on file for a limited time. If you choose to deliver items to a third-party (such as a friend or company address) we will have their name and address. This Information is only used to help us deliver the parcels and to contact you. Copperfox Model Horses will not and does not in anyway sell or trade your personal information to any third parties.

We may have to disclose some of your information to service suppliers to help complete your order. These parties include Royal Mail, Parcelforce, Citylink, DPD and/or Interlink, all of which are delivery companies. This enables us to deliver your order safely, and efficiently. We do not send random marketing emails to personal email addresses.

By using our Web site, you consent to the collection and use of this information by Copperfox Model Horses. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it. If you are worried about anything to do with our site, please get in touch and we'll be glad to talk through any issues with you.

Customer Feedback:
We always welcome customer feedback and are always grateful for any comments customers make. Please direct your queries to: becky@copperfoxmodelhorses.com