Here you will find a list of useful links and information for all customer service areas.
For general enquiries any initial contact is best done via email:
We will always endeavour to reply to emails within 5 working days.
Alternatively, you can write to us at:
Hawk Wargames Ltd
Floor 11, Number One Croydon,
12-16 Addiscombe Road,
Please note that this is not a retail address, and should only be used for communication by post.
For sales enquiries, please email us at trade [at] hawkwargames [dot] com
Delivery and Shipping
Where will my order be dispatched from?
Your order will be dispatched from our distribution facility in the UK.
How long will it be until my order is dispatched?
We currently utilise a fast shipping service. Wherever possible, we will always try our best to dispatch your products within a few working days of you placing your order. If your order is placed over the weekend (or on the date of a UK public holiday) we will do our best to send out your products within the next two working day. This is all subject to our terms and conditions, and is subject to manufacturing capacity relevant to the items you have ordered.
Please note that Hawk Wargames reserves its right to delay the dispatch of certain high value orders and orders to be delivered to certain geographical destinations in order to carry out appropriate inquiries as part of its fraud prevention measures.
Are there any restrictions on where my order can be delivered to?
Unfortunately, we are unable to deliver to PO Box or APO addresses, or to Russian or Brazilian addresses due to our couriers Terms and conditions. If you have any questions about this, please email email@example.com before placing an order, and we will endeavour to work out a suitable alternative to allow you to get hold of Hawk Wargames products.
All items shipped require a telephone number.
This information will only ever be used for the purpose of delivery of these orders.
How long will my order take to arrive?
This will depend upon which country you live in. The delivery times are listed below. These are the number of working days (not including weekends and public holidays) once your order has been dispatched. Keep in mind that delays can occur, so we ask that you allow an additional five working days before contacting us. (if you have any issues or questions about your order, please email firstname.lastname@example.org)
UK: 1-2 working days
European Union: 2-5 working days
USA: 2-5 working days
Rest of World: up to 10 working days
When you shop online at hawkwargames.com, we only currently offer one type of shipping, which is Couriered Shipping. You can, however take advantage of our Free Shipping offer on orders above £100. The shipping cost does include Shipping and the packaging. To give you an idea of how much it will cost to ship to your country, view the options below:
UK Shipping: For orders of less than £100, there is a charge of £5.50.
EU Shipping: For orders of less than £100 there is a charge of £10.
USA Shipping: For orders of less than £100, there is a charge of £20.
Rest of the World Shipping: For orders of less than £100, there is a charge of £20.
Free Shipping: Our free shipping offer is available for orders shipped anywhere in the World for orders over £100.
If you would like to return or exchange any part of your order, or have any issues with your order, please contact our customer service team, by emailing us: email@example.com
Privacy and Cookies Policy
We do not store credit card details nor do we share customer details with any 3rd parties.
What Are Cookies?
A cookie is a small file that is downloaded onto your computer when you visit a website. It allows us to recognize and tailor our site to you and it won’t harm your computer. Cookies are a kind of short term memory for the web. They are stored in your browser and enable a site to 'remember' little bits of information between pages or visits. They are widely used to make the web experience more personal, which is generally seen as a positive thing.
Opting Out of Cookies
If you prefer, you can restrict, block or delete cookies by changing your browser settings but that may mean that you won’t be able to add and buy products from our online store.
|Purpose||Data Kind||Sessional or Persistent?|
|Allows Shopify to store information about your session (referrer, landing page, etc..)||Unique Token||Sessional|
storefront and checkout.shopify.com
|Used by our internal stats tracker to record the number of visits to the shop||None||Persistent for 30 minutes from the last visit|
storefront and checkout.shopify.com
|Counts the number of visits to a store by a single customer||None||Expires midnight (relative to the visitor) of the next day|
|Stores information about the contents of your cart||Unique token||Persistent for 2 weeks|
|Stores session information for the checkout process||Unique token||Sessional|
|If the shop has a password, this is used to determine if the current visitor has access||Unique token||Indefinite|
For further information about privacy, search for the Data Protection Act 1998.
When you enter the checkout you are operating on a secure server and everything you type and send to us is protected. No one can access the payment details you enter or get access to your private information.
When you submit your credit card details to us they are immediately encrypted through our payment gateway.
General and Rules FAQs
If your question is not answered, please email us or ask a question on our hawk forum (www.hawkforum.co.uk) our via our social media accounts (either facebook or twitter).
Our FAQs are currently being reviewed and will be uploaded again very soon.
Terms and Conditions
Terms & Conditions of Sale
This section contains the terms and conditions (Terms) on which we supply the products (Products) listed on our website [www.hawkwargames.com] (the Website) to you. Please read these Terms carefully before ordering Products from the Website. By ordering any Products from the Website you agree to be bound by these Terms.
1 Information About Us
1.1 The website is a site operated by Hawk Wargames Ltd.
1.2 We are registered in England and Wales with company number 07854870 at our registered address: 116 Copse Avenue, West Wickham, KENT, BR4 9NP
1.3 Our VAT number is GB 124400857 2 Your Status
2.1 By placing an order through the Website you warrant that you are old enough to buy any age restricted items in your order.
3 Formation of the Contract
3.1 Once you have placed an order you will receive an email from us acknowledging receipt of your order. Please note that this does not mean your order has been accepted. Your order constitutes an offer to buy Products from us. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the Products have been dispatched (Fulfillment Confirmation). The contract between us (Contract) will be formed at the earlier of (i) the point when we send you the Dispatch Confirmation, (ii) the point when we take payment for your order, or (iii) the point when we dispatch the Products to you.
3.2 The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
3.3 We reserve the right to:
3.3.1 decline any order (or part of any order) where the Products are unavailable for any reason;
3.3.2 decline any order (or part of any order) where the Website has contained obvious errors or inaccuracies in relation to the description of a Product or the pricing of a Product (see condition 5.1); and
3.3.3 place restrictions on the volume of any Product ordered where the availability of a Product is limited.
4 Ownership of Products
4.1 You will become the owner of the Products when they have been delivered to you.
4.2 Once Products have been delivered to you they will be held at your risk and we will not be liable for their use, loss or destruction.
5 Price and Payment
5.1 The price of any Product will be as quoted on the Website from time to time, except in the circumstances set forth in condition 5.5 and condition 5.6 below. The price for the Products will be confirmed before you complete your order and in the Dispatch Confirmation.
5.2 All prices are displayed in British Pounds (£). You will be charged in this currency.
5.3 Prices of Products may change at any time, but changes will not affect orders which you have already placed that have been confirmed by the Dispatch Confirmation.
5.4 Prices of Products exclude delivery costs which will be added (if applicable) to the total amount due when you confirm your order. Details of delivery charges can be found in the 'Shipping Rates' section, above.
5.5 The Website contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Website may be incorrectly priced. Where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Products to you. If a Product's correct price is higher than the price stated on the Website, we will, at our discretion, either contact you for instructions before dispatching the Products, or reject your order and notify you of such rejection.
5.6 We are under no obligation to provide Products to you at an incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
5.7 Payment for all Products must be made using one of the methods made available at the point of checkout.
6.1 The Products will be delivered to the address specified in your order and in accordance with the delivery option selected at the point of checkout.
6.2 Please see the 'Delivery of Your Order' section above on this Website for specific details of dispatch and delivery times.
6.3 Whilst we will take reasonable steps to ensure that your order is dispatched and delivered on time, please be aware that dispatch and delivery times are estimates only, and that time of dispatch or delivery is not of the essence of any Contract.
6.4 We may defer the date of dispatch or delivery or cancel any Contract, or remove from your order any Products ordered by you (without liability) if we are prevented or delayed in the carrying on of our business, due to circumstances beyond our reasonable control, including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, extreme weather conditions, flood, epidemic, lock-outs, strikes or other labour disputes, fuel shortages, restraints or delays affecting carriers, or inability or delay in obtaining supplies of adequate or suitable materials.
6.5 We reserve the right to ship your order in installments should some components of your order be unavailable when you place your order, or if your order is too big to deliver in one shipment. In these circumstances you will be charged a single delivery fee for the whole of your order. If the Website displays a Product as being unavailable you may wish place a separate order for the available aspects of your order to avoid any delay.
7 Cancellations and Returns
7.1 We hope that you will be happy with all Products purchased from the Website, however, if you are not, subject to condition 7.4, you may cancel a Contract at any time and for any reason within seven working days, beginning on the day after you receive the Products (Cooling-Off Period). Should you wish to do this you will receive a full refund of the price paid for the Products.
7.2 To cancel a Contract you must send us written notice, to be received by us during the Cooling-Off Period, by email or by post containing your name, address, and product order details. Our contact details can be found in the contact us section. Please note that email is our preferred form of communication, and we will be able to process your cancellation quicker if you notify us by this method. You must also return the Product(s) to us immediately at your cost and risk, in the same condition in which you received them. We suggest that you do this using a registered delivery service to reduce the risk of the Products not reaching us.
7.3 When you return a Product to us under condition 7.1, where the Product is in the same condition in which it was received by you, we will process the refund due to you as soon as we have had a chance to examine the returned Product and, in any case, within 30 days of the day you gave notice of your cancellation. We will refund the price of the Product in full, including the cost of sending the item to you.
7.4 You will not have a right to cancel a contract under condition 7.1 where the Products are Downloads (as defined under condition 9), audio books, magazines or periodicals.
7.5 Products returned by you because of a defect will be examined by us. Where evidence of a defect is found we will notify you of your entitlement to (at your option) (i) a replacement Product, or (ii) a refund for the defective Product. Where a refund is requested, we will process the refund due to you (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective Product.
7.6 We will usually refund any money received from you by refunding the money using the method originally used by you to pay for your purchase.
7.7 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of, or in connection with, any defect with a Product, and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Product in question.
7.8 Nothing in these conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence or fraud.
8 Import Duty
8.1 It is possible that your order may be subject to import duties and taxes which are levied when the Products reach specified destinations. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount.
8.2 If you choose to order Products from our UK base and you are not based in the UK or EU, the duties and taxes referred to in condition 8.1 are more likely to be incurred.
9 Electronic Downloads
9.1 When you download an e-book, or any other electronic download (Download), we grant to you a personal and non-exclusive licence to use that Download in accordance with this condition 9.
9.2 You may only store Downloads on devices that you own. You may print one copy of any Download provided you retain it for personal use only and do not facilitate its copying or distribution by, or amongst, third parties.
9.3 For the avoidance of doubt, you must not:
9.3.1 provide or share the Download with any individual, company or partnership;
9.3.2 make the Download available on bit-torrent sites or elsewhere on the internet;
9.3.3 distribute copies of any Download (in any format); or
9.3.4 attempt to reverse engineer, bypass, alter, amend, remove or otherwise make any change to any copy protection technology that may be applied to the Download.
9.4 You acknowledge and accept that all copyrights, trademarks and other intellectual property rights in the Download shall remain the sole property of Hawk Wargames Ltd. You undertake not to make any use of the intellectual property rights in Downloads, otherwise than in accordance with this condition 9, without our prior written permission.
9.5 Should you breach any of the provisions of conditions 9.2 to 9.5 your license to use or store the Download shall automatically terminate and you must permanently delete the Download from any device upon which you have caused it to be stored. You should be aware that any unauthorised use of a Download in breach of conditions 9.2 to 9.5 shall be treated as an infringement of our intellectual property rights and dealt with accordingly.
9.6 To the extent that there is any conflict or contradiction with this condition 9 and any other condition in these Terms this condition 9 shall prevail to the extent that the conflict or confusion relates to Downloads.
10.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using the Website, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.
10.2 All notices from you to us must be in writing and sent by email, registered post or airmail. Our contact details can be found here or at the top of this page. All notices from us to you will be displayed on the Website from time to time or sent by email, registered post or airmail to any address provided by you to us. Notices will be deemed received immediately when posted on the website, 24 hours after an email is sent, 3 business days after the date of posting of any letter by registered post, and 10 business days after the date of posting if sent by airmail. If a notice is deemed to have been received after 4.00 pm (local time of the recipient) on a business day, or on any day which is not a business day, it shall be deemed to have been received at 9.00 am (local time of the recipient) on the next business day.
10.3 The Contract is binding on you. You may not transfer, assign or otherwise deal with or any of your rights or obligations arising under the Contract.
10.4 If any of these Terms or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
10.6 Failure or delay by us in enforcing or partially enforcing any provision of a Contract shall not be construed as a waiver of any of our rights under the Contract. Any waiver by us of any breach of, or default under, any provision of a Contract by you shall not be deemed a waiver of any subsequent breach or default and shall in no way affect the other terms of the Contract.
10.7 We have the right to revise and amend these Terms from time to time. The latest version of these Terms will be available on the Website. You will be subject to the policies and Terms in force at the time that you order Products from us.
10.8 No term of any Contract shall be enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to the Contract.
10.9 Any dispute or claim arising out of or in connection with a Contract or its subject matter or formation (including non-contractual disputes or claims) will be governed by English law and subject to the exclusive jurisdiction of the courts of England.
11 Complaints Policy
11.1 We are committed to providing a quality service to you and value your views, opinions and feedback on any Products which have been supplied to you or the service which we have provided to you. If we have not performed any of our duties to a satisfactory standard please contact us and we shall endeavour to put right any problems.
11.2 If your complaint relates to the quality of a Product please refer to condition 7. For any other complaints, queries, or to provide us with feedback, please contact us here. We shall endeavour to contact you within five business days of receiving your email and shall work closely with you in trying to resolve any problems fairly and quickly and to ensure that both our Products and the services which we have provided to you are to your satisfaction.