FAQ

Products

Below are some common questions about our products

I'm looking for a model of a specific vehicle, can you help me?

Thank you for your interest.

Please note:

  • We can ONLY sell models that are currently listed on our website.
  • If you cannot find the model using our website’s search bar or category browsing, we unfortunately cannot supply it.

We do not:

  • Take requests for unavailable models.
  • Source models from elsewhere.
  • Maintain waiting lists.
  • Offer custom orders.

Wherever you see the button to be notified when an item is back in stock, you can click on it and leave your email, and we will let you know the instant that item is back in stock.

We know many incredibly skilled car model modifiers. Please email us with your modification needs, and I’ll do my best to fulfill your wishes. Of course, such special requests will incur a hefty modification fee.

Contact email: official@leonmodel.com

Sorry, no.  
As we only sell new models sourced through the trade, we are not in a position to buy or value pre-owned items.

Orders

Below are some of are common questions about orders

Do I have to create an account to order from you?

Not at all! If you would prefer not to create an account, you can simply check out as a guest. However, you will miss out on a faster checkout experience, viewing your order history and earning Collecting Rewards points.

Yes!  After you place your order we will immediately send you a confirmation message by email.

Although order confirmations are sent straight away, there may be issues beyond our control that have delayed it.

Can sometimes be delayed by the servers or they may have been incorrectly tagged as spam. Check your Spam/Junk folder and ensure that you have set up all filters to allow the receipt of emails from official@leonmodel.com.

If you still can’t find the confirmation, let us know at official@leonmodel.com.and we will send another.

Yes!  Should you need to cancel your order , there is no need to email or call us first, simply visit our returns page for details of how to make your return.

If your order hasn’t been despatched, we can simply cancel it and process a full refund straight away.

If your order has been despatched, you will need to return it to us at your own expense within 30 days of it been delivered before we can process a refund.

Payments

Below are some common questions about payments

What payment methods do you accept?

We accept all major credit and debit cards within the MasterCard and Visa networks as well as American Express for online

Definitely not!  

We use Shop Pay (Stripe) for processing all debit/credit card payments and never have access to your full card details.

Your card details are provided to us by way of a token (algorithmically generated number) which is valid just with us and for a single transaction.

With payment processing services, we never receive any payment details.

Packaging

Below are some common questions about packaging

Will you pack my order securely?

Yes, most definitely!

We have been despatching items Worldwide since 2005 and in that time we have learned more than a few things to do to ensure that your orders arrives safely. These include:

  • Using good quality new boxes
  • Ample protection within the box

Of course! Please contact us via email after placing your order, and we will pack your package in a gift style according to your requirements.

Yes!

We aim to pack all orders using materials that are either recyclable, recycled or both, these include:

  • Cardboard boxes which are usually made from recycled materials and are, of course, recyclable
  • Packaging chips (void fill). Depending on availability, we use either white biodegradable chips which can be composted or dissolved in water; or green coloured chips that although not appearing as environment friendly, are actually made from recycled polystyrene and treated to be biodegradable, although not as quickly as some other materials.
  • Void fill paper is made from 100% recycled material and is recyclable.
  • Tissue paper is acid-free and recyclable.
  • Packing notes and labels made from paper which we all know is recyclable.
  • Packaging tape made from paper (when used).

Non-environment friendly materials used in our packaging include:

  • Packaging tape made from polypropylene or acrylic (when used).
  • Glues used in the bonding of cardboard.

On occasions, you might find other materials used in the packaging which are not environmentally friendly. These materials will not have been purchased by us, but are materials that we are reusing from parcels that we have received.

Delivery

Below are some common questions about delivery

How much is delivery?

For most countries in Europe, America, and Asia with well-developed logistics infrastructure, we have decided to offer free shipping. However, for remote areas, we may charge additional shipping fees or cancel the order due to delivery limitations. We will contact you to confirm before shipping.

For in stock (non pre-order) orders:

  • If you’ve selected Standard delivery, we estimate that your order will be delivered within 3 to 7 days.
  • If you’ve selected Express delivery, we estimate that your order will be delivered within 2 to 6 days.

We recommend placing your order in plenty of time.

However, if you require an item urgently, please contact us before placing your order to discuss the best option for you.

All orders are dispatched directly from us, in Guangdong,China.

Yes, we support global country delivery.

Usually Yes.When paying by debit or credit card, you have the option to enter a different delivery address in the checkout. However, we do reserve the right to refuse this at our discretion.

You will receive an email (or SMS if you opted for this instead) confirming your order is despatched just as soon as it’s on its way to you. This will include a tracking reference, clicking on it will display the most recent status of your order on the delivery provider’s website.

If you have opted to open an account with us, you can also check your order status from there.

And finally, if you have downloaded the Shop app, you can use that to check your order status.

It is preferable if someone is available to receive your parcel, but if not, you can change your delivery options from the tracking link in the carriers despatch confirmation email or SMS.

When a parcel has been returned to us as undelivered, we will advise you of this.

If the delivery failed due to an error on our part or that of the delivery service, we will refund you in full. If the delivery failed for other reasons, i.e. not collected from a collection point, incorrect name/address provided etc., then we will deduct the delivery charge you paid from your refund.

If you still require the item(s) you ordered, please place another order.

Returns and Refunds

Below are some common questions about returns and refunds

Do you accept returns?

Yes!You may return any item purchased from us for up to 30 days with the exception of personalised items.

Full details can be found in our Returns Policy.

We are sorry that your model has arrived damaged or is faulty. The good news is that we have a 30-day refund policy and we will do our best to make things right for you.

To start the return process, please visit our returns page for details of how to do this..

As soon as you return is approved we’ll let you know how to make your return and receive either a replacement (subject to availability) or a refund, whichever is your preference.

Please be aware that we may make a deduction to any refund if your item shows signs of user-damage or unnecessary opening of packaging.

For full details, please see our Returns Policy.

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