Delivery Policy

Your pack shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped via UPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

Please check the condition of goods (including the condition of the runners) as soon as possible after delivery and promptly notify us of any issues. 

Return Policy

Last updated November 10, 2025

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund or an exchange. Please see below for more information on our return policy.

Returns

All returns must be postmarked within fourteen (14) days of the date of delivery. All returned items must be in new and unused condition, with all original tags and labels attached.

Return Process

To return an item, please email customer service at support@bigrobots.co.uk to obtain an Return Merchandise Authorisation (RMA) number. After receiving an RMA number, place the item securely in its original packaging, and mail your return to the following address:

Big Robots Rock
Attn: Returns
RMA #
277 Willington Road
Kirton End
BOSTON, Lincolnshire PE20 1NW
United Kingdom

Please note, except in the case of damages or items delivered in error, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable and insured method to mail your return. 

Refunds

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange.

Please Note

  • Please ensure all goods are adequately packed to prevent damage. We are not liable for damage caused in transit as a result of insufficient packaging and reserve the right to adjust the refund amount as appropriate if goods are returned in worse condition than when they were shipped out.
  • We recommend returning the goods via an insured shipping method. We cannot be held responsible for loss or damage sustained during return shipping and it will be the responsibility of the customer to recover losses from their chosen carrier.
  • Except in the case of damaged items or items received in error, you will be responsible for return shipping charges.
  • We cannot accept returns for any model kits where building has begun. Please double check the contents of of all runner bags before opening them as any damage or missing parts discovered after building has begun will be deemed to be the result of user error.

Exceptions

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. Generally we are more likely to be able to help if notified within 7 days of the receipt of delivery. This does not affect your statutory rights.

Questions

If you have any questions concerning our return policy, please contact us at:

07851101516
support@bigrobots.co.uk