Customer Service Help Centre

CUSTOMER SERVICE HELP CENTRE

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Do you need to speak to an agent?
Contact us: en-za.eaglemoss.com/customer-service

CONTACT US

Do you need to return an item?
Returns: en-za.eaglemoss.com/returns

RETURN AN ITEM

NEW SERVICE - You can now reach us on WhatsApp

With WhatsApp you can request support, help and/or information relating to your Eaglemoss products and can expect a reply as soon as an agent is available.

Our WhatsApp number is: 4407491 163698

The WhatsApp channel is open Monday to Friday 08:00 till 18:00 (UK TIME), excluding any UK public holidays. Any texts received outside of these hours will be answered the next working day.

This service is currently available for UK and European customers only. Customers outside the UK/EU can expect to receive an update regarding a launch in their territories later this year.

Did you know you can speak to an agent in real-time via Live Chat?

Just click on the chat icon at the bottom of this page and you will be connected in a matter of seconds.
Live chat is open Monday to Friday from 08:00 to 18:00 UK time.

FAQs

Do you need to get in touch?

If you send an email or direct message to us, please ensure you include your subscriber or order number in the subject line or the body of your message. This will help us to locate your details and deal with your query more efficiently.

Orders

I want to cancel

We are sorry to hear that you are looking to leave us. Is there a reason for the cancellation? If you think we can help, please get in touch. Details are on the Contact Us page.

Why have I received a shipment when it’s cancelled?

You have received the last delivery, following the recent payment taken before the cancellation request. We require 28 days’ notice for cancellation.

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Have you received my order?

Yes, your order is with us, and we are getting everything ready for you. Please allow 14 days for the first shipment to be arranged for you.

How many issues are in this collection?

Please check with our customer service team, as it can vary depending on the collection you have subscribed to.

What is the next special edition?

We don’t know yet, but keep an eye on our Facebook page for more updates. We will also email you at least a month before it’s released to let you know.

Why am I unable to order this collection in my country?

We launch specific collections in certain areas based on the local interest and following thorough market research. It might become available at some point in the future, so keep an eye on our website for regular updates.

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Payments

Why have you not taken the next payment/received a payment reminder?

Please contact our customer service team, as it could be for various reasons:
1. Payment details need to be updated
2. Delays with the next shipment
3. Insufficient funds in your account on that occasion.

What was that recent payment for?

1. The latest payment was for your next instalments in your collection.
2. The recent payment was for the special edition we have advertised last month.

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When is the next payment due?

Your next payment is due within 28 days from the last payment taken from your account, depending on the frequency you have opted for when you signed up.

Can you send me a payment schedule?

I am afraid that we do not have that option available. However, each payment is due within 28 days from the last payment taken from your account, depending on the frequency you have opted for when you signed up.

What card are you taking payment from?

Please contact our customer service team to confirm this information.

How much will my next order cost?

This depends on the frequency and number of issues included in each delivery. Please contact our customer service team to confirm this information.

Why is the next shipment €9.99 dearer?

Your next order includes the next binder for your magazines. You have opted in to receive them automatically when you signed up. You can opt out at any time.

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Shipments

When will I receive my next order?

Your next delivery should arrive within 21 days from when the payment was collected from your account.

Why are you sending shipments out with some missing issues?

So we can keep you going, we are sending what we have available. Please rest assured that the outstanding issues will be sent as soon as possible.

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Where is my shipment?

Please contact us for confirmation. However, if we have just taken a payment, please allow up to 21 days from the date of payment for delivery

The payment went out yesterday, but I still have not received my shipment.

Please allow up to 21 days for delivery.

Can I have a tracking number for my delivery?

We are working to put this in place at the moment, but we should be able to provide one in the near future for our UK customers.
If you live in the EU, please follow this link to check the status of your delivery: https://tracking.asendia.com
If you live in Germany, If you live in Germany, and your item has shipped via DHL, please check here in the first instance: www.dhl.com/de-de/home/sendungsverfolgung.html

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Replacements

I have received damaged items

We are sorry to hear you have received damaged items. Please send a picture of the damaged item/s to our customer service team, together with the delivery note and we will send you a free replacement.

When will the replacements be sent?

You should receive your replacement within 21 days from the date it was requested.

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Why do I have to wait 21 days for replacements?

It is usually coming sooner than this, but we need to allow for any unexpected delays, such as courier delays, weather conditions, etc.

Will I be charged for replacements?

If the replacement is due to something we have done, then the replacement is free of charge. If the replacement is required due to damages during build or accidental damage, then you will need to pay for the replacement. Also, if you are requesting the replacement over 30 days from delivery, you will need to pay for the replacement order.

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Lost items

The item never arrived.

We are sorry to hear that you have not received your delivery. Please contact our customer service team so they can order a replacement for you. Please ensure that you notify us about any missing issues within 45 days from the payment date.

Why do I have to wait 21 days for a lost item to be reshipped?

It usually arrives sooner than this, but we need to allow for any unexpected delays, such as courier delays, weather conditions, etc.

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Why do I have to pay for a lost item, as I didn't know it was lost?

We require full payment for the next order, before we can send it for dispatch to our warehouse.

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Damaged items

Why did the item arrive damaged? Is there no quality team at the warehouse?

We are sorry to hear that you have received a damaged package. Whilst our products are quality checked, we are ordering thousands of each issue, and unfortunately the odd one escapes our scrutiny. Please see the replacement section for instructions on how to request a replacement.

Why do I have to wait 21 days for a damaged item to be reshipped?

It usually arrives sooner than this - but we need to allow for any unexpected delays, such as courier delays, weather conditions, etc.

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Build-ups: I didn't know it was damaged as I wait for a few months to put together, and I don't want to pay again for it.

We fully appreciate that you are building up some parts before starting the assembly, but we recommend that you check each delivery for any missing parts or damages, and flag any problems within 30 days from delivery, so we can rectify the issue for you.

Build-ups: I am waiting for the whole collection before I begin putting it together, what if I run into some problems and I need replacements?

We fully appreciate that you are building up some parts before starting the assembly, but we recommend that you check each delivery for any missing parts or damages, and flag any problems within 30 days from delivery, so we can rectify the issue for you.

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Miscellaneous

I do not have a Facebook account, how would I get my updates?

We periodically send emails to advise you on your next shipment and also other exciting news about your collection - so please ensure that you are checking both your inbox and spam/junk folder for our updates.

Call Centre Statistics: Subscriptions and Shop

April 2022

CALLS

In April, we received 1,508 calls and the percentage of calls answered by our team was 93%
82% of calls where answered within 60 seconds of reaching our automated phone system (IVR)
The average wait time for customers to be connected with an agent was 50 seconds
On average, agents spent around six minutes with each caller

CSAT

The Customer Satisfaction Score measures our customers' satisfaction with their interaction with the support team, with the scale being 1 (poor) to 5 (excellent). In March the EU/UK team's average score for telephone support was 4.72. The team's average score for emails and social media support was 4.43

EMAILS

In April, the team answered over 4,183 emails; 99% received a reply within 48 hours
The average time, from opening an email and resolving the query, was just shy of seven hours

SOCIAL MEDIA

In April, we received 2,477 messages via social media
The average time to resolve a query was 12 hours

Through our new WhatsApp messenger support we answered 187 messages within seven minutes of receiving them (during our working hours).