Space Marines: Sternguard Veteran Squad

Update 30/12/24 - Christmas/New Years Backlog

We are now dealing with a backlog from orders placed between 27/12/24 and 30/12/24. We are dispatching them and prioritising the earlier orders but please be patient and allow 1-2 additional days before dispatch.

In addition Wednesday 1st January is a Bank Holiday, we will be shut AND any deliveries in transit will also not move on that day.

Please note: We cannot take responsibility for any packages that are lost or delayed by Royal Mail close to Christmas, our normal policies (see below) will still apply.

Our Christmas Shipping Recommendations

In order to receive your product in plenty of time see our planner below;

After Christmas normal service resumes but please be aware there may be a backlog. There will also be a delay around New Years day as postal services are shut for the bank holiday (1st Jan)

Shipping and Online Returns

At Loaded Dice, we take pride in our shipping and appreciate your purchase. We strive to deliver your package quickly and in excellent condition. However, some shipping issues are beyond our control. This page addresses common challenges, what to do if something goes wrong, and our commitment to you. Use the table of contents to quickly find the information you need. 

1. Free Shipping Exclusions
2. Order Amendments / Cancellations
3. Shipping Rates
4. Why Hasn't my Order Shipped yet?
5. Order Not Arrived
6. Tracking Says Delivered but it's not
7. Delivery Failure
8. Incorrect Item Received or Item Missing
9. Right to Cancel
10. Stock Outs
11. Delivery Timeframes
12. Returns Policy
13. Return Address
14. Changed Your Mind
15. Damaged or Faulty Item
16. Attempted Fraud / Fraudulent Activity

1. Free Shipping Exclusions

Free shipping excludes items like spray paints or large, heavy products. These exclusions may not appear in the free shipping banner but will be noted on product pages or at checkout.

2. Order Amendments / Cancellations

We strive to provide fast and efficient shipping because we know you want your order quickly. Orders placed by 2:30pm (weekdays) are shipped the same day, so cancellations or changes must be made promptly. Use the following methods to request changes:

1. email - customerservice@loadeddice.uk
2. telephone - 01446 788 676

You must receive confirmation (verbal or written) that your request to amend an order has been received; otherwise, the order may be dispatched unchanged, and you will be responsible for any returns. This is especially important during busy times.

Orders already fulfilled or dispatched cannot be amended or cancelled. Refer to the section below for your cancellation rights.

All standard orders are shipped via Royal Mail 48 Tracked. Express service uses Tracked 24, typically delivering the next working day, but this is not guaranteed. For high-value orders or certain addresses, we may add a signed-for service at no extra charge.

3. Shipping Rates (Excluding RM Prohibited Items)

We strive to keep postage and packaging rates as low as possible, passing on only the costs we incur. Below are our shipping rates. Please note, we cannot guarantee delivery times as they are beyond our control.

For Royal Mail prohibited items we will ship via a courier service and these prices are subject to change but will be displayed at checkout.

*Priority & Express Service - Jump the Queue! Any orders using this service will be placed at the top of our picking and packing list and will be shipped via Royal Mail 24 Tracked (Not Guaranteed). This is the best way to ensure your parcel is shipped as quickly as possible. Please note, your parcel will still be subject to Royal Mail collection times (see below section 4).

4. Why hasn't my order shipped yet?

Orders placed after 2:30pm on Fridays, weekends, or bank holidays will ship the next working day. While we pick and pack on Saturdays, shipments won’t leave until Monday, so a Saturday notification doesn’t mean earlier delivery. If you believe your order hasn’t been dispatched, please wait 24-48 hours, as delays may occur due to weather, illness, or technical issues.

5. Order Not Arrived

At Loaded Dice, we strive to deliver your products quickly and safely. However, delays may occur beyond our control, and we ask for your patience. Your rights and our process are outlined below:

1. Allow 7 working days after receiving your shipping notification before contacting us. We cannot investigate earlier and may not respond to premature inquiries.
2. After 7 working days, email us at customerservice@loadeddice.uk. We will then investigate with Royal Mail, which may take up to 5 days.
3. If the item cannot be located, we may need additional information to file a claim with Royal Mail.
4. If Royal Mail confirms the item is lost, we will issue a refund or replacement.
5. If unresolved, we reserve up to 90 days from the purchase date to provide a resolution.

6. Tracking says 'Delivered' but it's not

If you receive a delivery notification but haven’t found your package, please follow these steps:

1. Check the tracking details for information like pictures or maps to locate the package.
2. Inspect outbuildings (sheds, porches, garages) and safe places.
3. Ask your neighbors.

If the package remains missing, email customerservice@loadeddice.uk. We’ll investigate and, if confirmed lost by Royal Mail, issue a refund or replacement. Please note investigations can take up to 90 days.

7. Delivery Failure

If you fail to take delivery and the goods are returned to us, we may email you upon receipt. Refunds (minus shipping fees) will be processed within 7 days unless you inform us the goods are still required. If reshipping is needed, additional shipping fees will apply, agreed upon before dispatch.

Signed-for Service: We may require a signature for certain addresses (e.g., flats, offices) to ensure proof of delivery. We are not responsible for failed deliveries if no one is available to sign.

Incorrect Delivery Address: Customers are responsible for providing the correct address. We ship as provided and cannot verify addresses. If shipped to an incorrect address, it is the customer’s responsibility to retrieve the package.

Returned packages due to incorrect addresses will be refunded (minus shipping fees). Redelivery requires payment of additional shipping costs. Delays caused by incorrect addresses are not our responsibility.

8. Incorrect Item Received, Item Missing or Damaged Item

If you receive the wrong item, something is missing or damaged, contact us at customerservice@loadeddice.uk with photos if possible. We’ll investigate and, if at fault, resolve it promptly with a replacement or refund.

Check your delivery and report errors promptly; we are not liable for time-sensitive events.

For incorrect items, we may arrange a courier collection and process refunds or replacements only after the item is returned.

Fraudulent claims may lead to prosecution. We use measures like CCTV to verify shipments.

"Damaged" items and normal wear and tear of packaging - Unfortunately; boxes, plastic wrapping and product packaging in general may have some wear and tear that is unavoidable. The purpose of any product packaging is to product the item inside and if there are any reasonable areas of imperfections then this is deemed acceptable. We will always try and send products in the best condition possible but we reserve the right to send a product in the manufacturers packaging that may have such imperfections. If you are a collector and are hoping to keep the item sealed then we recommend getting in touch before purchase and we may be able to select the most pristine item we have.

9. Right to Cancel

You have the right to cancel your order within 14 days of purchase. Contact us promptly to avoid disappointment. Cancellation outcomes depend on timing:

1. Before Dispatch: Full refund (including shipping) if not yet shipped (no dispatch notification received).
2. After Dispatch but Before Delivery: Refuse the delivery. Refund issued once returned; shipping fees are non-refundable.
3. After Delivery (within 14 days): Return shipping is your responsibility. Refund issued upon receipt; shipping fees are non-refundable.

10. Stock Outs

Items marked "In Stock" are typically ready for immediate dispatch. If an item is unavailable, we may cancel your order and notify you via email. Any payment will be refunded per our Payment Terms. For larger orders, in-stock items will be dispatched as usual.

11. Delivery Timeframes

We aim for on-time delivery and achieve this in 99% of cases. Once dispatched, delivery is the responsibility of the courier, and we cannot guarantee timeliness. To avoid disappointment, order well in advance. We are not liable for delays or any resulting loss to customer projects or deadlines.

12. Returns Policy (Online Only)

We accept all returns that adhere to your consumer rights and our policy, no quibble. 

13. Return Address

All returns must be sent to:

Loaded Dice, 28 Holton Rd, Barry, Vale of Glamorgan, CF63 4HD

Please make sure to include your order number in or on the package so we can match it to you. You can download an unpaid returns label here

14. Changed Your Mind?

Our policy follows Citizens Advice Guidelines.

Order Confirmation: Verify your basket for accuracy before checkout, including product types, variations, and quantities. A confirmation email is automatically generated and cannot be changed without your authorization. We cannot charge your payment method without your explicit consent.

Order Errors: If you notice a mistake, contact us immediately (see Order Amendments/Cancellations). Once dispatched, returns follow this process:

1. Notify us within 14 days of receipt if you wish to return an item, providing your order number and details.
2. Return the item within 14 days in unused, resellable condition, including a note with your order number and name. Use a tracked service, as we are not responsible for lost returns.
3. Upon receipt, we will inspect the item (up to 7 days) and process your refund (3-5 days after inspection). Refunds exclude original shipping fees.

Opened Items: A 15% restocking fee may apply for opened or damaged products.

Hazardous, Flammable, Corrosive or Spray Paint Returns - Please note, you may have to use a courier service to return these items.

15. Faulty or Damaged Item

Our policy follows Citizens Advice Guidelines.

If your item arrives damaged or faulty:

1. Notify us within 14 days, providing your order number, name, a fault description, and pictures if needed.
2. If approved, we’ll email you a return label.
3. Return the item within 14 days, including a note with your order number and name.
4. Once received, we’ll inspect the item (up to 7 days) and process your refund (3-5 days).

Refunds for faulty items include the original shipping fees.

16. Attempted Fraud / Fraudulent Activity

We pursue legal action against any fraudulent activity, including attempts to reverse valid charges for properly fulfilled orders not eligible for return.

To prevent fraud, we use AI fraud monitoring, trained staff to assess claims, and CCTV of all packaged parcels. Suspected fraud will result in blacklisting, legal action, and reporting to Action Fraud.

PRE ORDER UPDATE - NOVEMBER 2024

We are currently experiencing delays to many pre order lines due to the current situation in the Red Sea & Suez Canal that is affecting global shipping.

https://www.seatrade-maritime.com/shipping-finance/suez-canal-revenue-drops-by-almost-half-due-to-red-sea-crisis

We are asking all customers to please be patient at this current time and rest assured any pre orders you have with us will be fulfilled as soon as possible.

Please read below regarding our pre order process and your rights.

At Loaded Dice we want to make it as easy as possible for you to get the products you want without having to pay scalper or reseller prices.

This is why we offer pre orders on certain products that we know will be in high demand. Here are the main reasons we do this:

1. It gives us greater leeway to control the sale of items that are in high demand, so they do not just end up in the hands of scalpers. If we see suspected scalping activity we have time to step in and even cancel orders if necessary.
2. It gives you the customer a larger window in which to pay as opposed to trying to all order at once on release day.
3. It allows us to predict demand better and if we see that demand is high we can hopefully order more to satisfy it.
4. There are business benefits for us which gives us the ability to concentrate on a higher standard of customer service.

Unfortunately though, pre-ordering is not a cast iron guarantee to receive the product, simply because of things that are out of our hands.

We therefore make the following promises:

1. Any pre-order stock we sell will have been ordered from our suppliers in advance - we will never "sell" anything that we have not asked for.
2. You have the right to cancel (and be fully refunded) or amend your order until the point of dispatch, at which point normal consumer rights will apply.
3. We will communicate with you during the pre order period if we believe there is going to be a problem with your order.

FAQs

Why hasn't my order shipped yet?

Your order will ship as early as we are allowed to and/or depending on when the stock arrives with us. There are sometimes manufacturer, shipping or distributor delays that are out of our control and these may delay the item in getting to you.

Please note:

• We always aim to have you order arrive on release day 
• The release date is not a guarantee of when you will receive the item. If you are hoping to receive something for a special occasion please bear this in mind.

Please Note: Any orders that contain non pre order items will not be shipped until the latest release date of any pre orders contained within the order. Therefore if you want the non pre order items earlier please make sure to place a separate order.

Do you take full or part payment for pre-orders?

We take full payment in advance for all pre orders. Due to consumer rights protections there really is no benefit to us as a retailer to take a deposit, we could not and would not want to ever keep someones money if they simply changed their mind. In addition to this, part payments just cause more administration for us. Obviously though we need some kind of commitment so it just has to be full payment. But...

Can I amend my pre order?

Yes. Please email us at customerservice@loadeddice.uk with your order number and we will amend it if we can.

Is my pre-order payment refundable if I change my mind?

Yes. Your pre order payment is fully refundable until the moment of fulfilment, at which point your normal right to a refund or exchange (as per our policy) kicks in.

We will cancel your order but depending on your bank it will typically take 2-5 working days for the money to appear in your account.

Will we get regular updates if an item is delayed?

We'd love to be able to keep people updated live and regularly but unfortunately it is just not physically possible. We are very rarely given updates and even our suppliers often do not have any information on delayed products. It is often down to manufacturing and shipping delays coming into the country and all retailers just have to wait.

You can of course always contact us to ask for an update but it is likely the information we can give you will be unsatisfactory. We will just ask you to wait or at any point you can amend or cancel your order.

Am I guaranteed to receive the items?

No, but.... 99% of pre orders are fulfilled without any problems, however sometimes things out of our control can prevent this. The most common occurrence is allocations being cut, this means that we have ordered a certain amount but our suppliers tell us we simply cannot have as much as we asked for. Unfortunately they often don't tell us until the last minute. However, we put safeguards in place by only putting on a certain percentage of pre order products up for sale but occasionally allocations are so drastically cut it will affect some customers.

But why can't the suppliers just give you more?

There can be many reasons for this such as:

• The manufacturer has not made as many as they said they would (Resource Shortages)
• Some have been lost during shipping (War, Piracy etc)
• Human error eg, supplier orders getting lost

We hope this page helps you understand the pre order process. In an ideal world pre ordering would not be necessary and there would just be enough to go around.

Effective Date: [14/7/24]

Introduction

At Loaded Dice, we are committed to providing a fair and transparent shopping experience for our customers. We understand that chargebacks are a consumer protection mechanism. However, we take chargeback fraud very seriously. This policy outlines our stance on chargeback fraud and the steps we take to protect our business and customers.

Definition of Chargeback Fraud

Chargeback fraud, also known as friendly fraud, occurs when a customer disputes a legitimate transaction through their card issuer with the intent of getting the item or service for free. This can involve:

• Claiming an item was not received when it was.
• Claiming an item was returned without having actually returned it.
• Claiming an item was defective or not as described without proper justification.
• Falsely stating a transaction was unauthorized.

Our Commitment

• Transparency: We ensure all transaction details are clear and accurate, including descriptions, prices, and terms of sale.
• Customer Support: We provide robust customer support to resolve any issues or disputes quickly and fairly.
• Data Security: We employ advanced security measures to protect customer data and prevent unauthorised transactions.

Reporting and Investigating Chargebacks

• Notification: When we receive a chargeback notification, we will inform the customer via email or phone.
• Investigation: We will thoroughly investigate the chargeback claim by reviewing transaction details, shipment records, communication logs, and any other relevant information.
• Response: Based on our investigation, we will respond to the chargeback with evidence to support or refute the claim.

Consequences of Chargeback Fraud

• Dispute Process: If we find the chargeback to be fraudulent, we will contest it with the card issuer, providing all necessary evidence to overturn the chargeback.
• Account Actions: Customers found engaging in chargeback fraud may have their accounts suspended or terminated, and may be banned from future transactions with Loaded Dice.
• Reporting: Any attempts successful or not will be reported to Action Fraud.
• Legal Action: We reserve the right to take legal action against individuals who commit chargeback fraud to recover lost revenue and associated costs.

Prevention Measures

• Verification: Implement advanced fraud detection and verification processes during the checkout process.
• Education: Inform customers about what constitutes legitimate chargebacks and the potential consequences of fraudulent claims.
• Record Keeping: Maintain comprehensive records of transactions, communications, and shipment confirmations to support dispute resolution.

Customer Responsibilities

• Accurate Information: Provide accurate and complete information when making a purchase.
• Communication: Contact our customer service team to resolve any issues before initiating a chargeback.
• Honest Claims: Only file chargebacks for legitimate reasons and provide truthful information to your card issuer.

Contact Information

For any questions or concerns regarding this policy, please contact our support team at:

• Email: customerservice@loadeddice.uk
• Phone: 01446 789 088
• Mail: 28 Holton Rd, Barry, CF63 4HD

Policy Updates

We reserve the right to update or modify this policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.

Loaded Dice is committed to maintaining a trustworthy and secure environment for all transactions. Thank you for your cooperation and understanding.