PRODUCTS / WEBSITE
>> I am outside the EU, do I pay VAT?
No you don't, as a small company Eagle Figures is not VAT registered.
>> Can I change the composition of the packs?
Please contact me if you would like to change the contents of a pack. I am happy to change the contents within reason such as different command figures or half line firing and half march attack. If you are unsure please drop me a line.
>> Why aren't there pictures with all the products?
Apologies for the lack of pictures on the website at the moment, it is something we are constantly working to improve. We are currently working with some painters to get painted examples of all our ranges, but this will take time to get sorted out.
ORDERING / ORDERS
>> How do I place an order?
You can order by several methods:
- Website - Simply browse the products, and add the items to your Basket. Proceed to the checkout, fill out your details and a Postage region, and the website will transfer you to PayPal for your payment. There is a Guest Checkout facility as well, so you do not need to register for an account.
- Email - Pop us your order using the 'Contact Us' section of our website, and we'll get back to you to confirm the price and your preferred payment method.
- Telephone - Give us a ring on 07985 029871, and we'll take your order and card details over the phone.
- Mail - Send us your order in the post, and we'll get it all sorted out for you.
>> How can I pay for my order?
The website uses PayPal for all orders, but we can also take cheques made payable to 'Eagle Figures'. To do this, fill out your details as normal, choose a Postal region and then select the 'Pay In Person' option. The order will come through to us here and you can then contact us to make your payment.
>> Do I have to register on the website to place an order?
No, not at all, if you don't want to register on our website then you can either Checkout as a Guest or simply pop us an email with your order and we can arrange payment.
>> My order is showing as 'Unpaid', what does this mean?
This usually means that we haven't received payment for your order yet. If you've not paid then we will send you a PayPal invoice within 48 hours of you placing the order. If we haven't done that yet, please get in touch and we can sort out your payment. On some occasions, the website might not have received the automated confirmation from PayPal, so drop us an email and we'll confirm that the payment was received safely.
>> My order is showing as 'Paid', what does this mean?
This means that your order and payment were received and your order is in the queue to be cast up. We normally get orders cast up and sent out within around 7 days, but this can take longer due to shows, illness, etc. We will always aim to get your order sent within 21 days, but if your order is getting close to that deadline, pop us an email and we'll let you know how close it is to being sent.
>> How long does it take to receive my goods?
Due to us having over 2000 items in our catalogue now, we do not hold stock of figures and all of our products are cast to order. We normally aim to get everything cast up and sent out within around 7 days, but this can take longer when we are busy with shows, or due to illness, etc. We do keep third-party items on hand, so bases are generally shipped within a few days.
>> Can I order by telephone?
Yes, no problem at all, just give us a ring on 07985 029871, and we'll take your order over the phone.
>> Can I visit and pick up an order in person?
Yes, no bother at all! Let us know when you intend to visit and also a list of what you'd like to collect. Please give us a few days notice to give us chance to get it ready for you, as we do not hold stock of our miniatures ranges.
Give us a shout if you need any directions.
>> Can I pick up an order at a show?
Yes, we can sort this for you, no problem, there are two options for this. This new website has a Show Pickup option, so add your products to the Basket as normal and then choose the 'Collect at Show' option. You will now have a list of shows to choose from. Please note that you will only be able to order for collection up to 7 days in advance of the event and after this deadline the show will not be available for selection. Alternatively you can email us a list of what you would like, at least 7 days before the show you're attending, and we'll get it all cast up ready for the event.
>> Can I make custom orders?
Yes, we can do custom orders on most of our ranges. The best thing to do is send us a list by email, stating which code and figures you would like, for example F20 - French Line x 24 figures, F10 French Officer x 3 figures, etc. We will total everything up, and get back to you to confirm the price and your preferred payment method. Please note that custom orders are priced higher than regular orders.
>> Can you send me samples?
We can send out some samples, no bother at all. Pop us an email stating which ranges you are interested in, and also your address, and we'll get some sent out for you.
>> Can I buy your products elsewhere?
We don't have any shops who stock our full ranges at the moment as we lose money on discounted trade orders.
>> I ordered through the website and then added some items by email as well, but these are not shown on my Shipment Confirmation email?
We are unable to edit the orders already in our website, so the order shipment confirmation will only show the items on your original order. Nothing to worry about though, if we confirmed receipt of your extra items, and you've paid for them, then they will be in the package as well. Once it arrives, give it a check over and let us know if there's any problems.
>> What are your shipping rates?
UK/BFPO: 10% of the order value (min. £3)
Europe : 15% of the order value (min. £6)
Rest of World: 20% of the order value (min. £8)
>> How long does it take for my items to arrive?
UK packages are sent 1st class and are usually delivered within 1-2 days normally. There can be delays caused by Bank Holidays, Christmas, etc.
European packages are sent by Airmail, and are usually delivered within 3-7 days normally. Occasionally there are delays depending on where you are.
Rest of the World packages are all sent by Airmail, and should be with you within 7-14 days usually. We do get the odd package which is rerouted by Surface by the postal people, so these can take a lot longer, up to 6 weeks sometimes. Luckily this doesn't happen very often. There can also be delays caused by the various Customs people around the world.
For all orders, please allow a suitable length of time before contacting us, 7 days in the UK, 2 weeks in Europe, and 4 weeks for the Rest of the World if possible. Unfortunately, once the package leaves our hands, there's not a lot we can do to speed up its delivery.
>> What shipping method do you use?
The majority of our packages are sent through Royal Mail, either 1st class in the UK, or Airmail for international packages. We will occasionally use courier services, but this is generally on larger orders over the 2kg threshold, where the costs through Royal Mail become quite high.
>> What are the metal pegs underneath some of the horses and what do I do with them?
The metal peg is present on some of the figures just to help get the metal to flow up into the belly of the horse. There are a few options to get rid of it, you can clip it off with a pair of snips, or a quick flick with a scalpel will soon go through it. Most of the poses provide enough space to get in, the only tricky one is the galloping horse with the legs close together, as the bottom of the metal pole connects to the horses hooves at the bottom and is a bit harder to cut through.