FAQs

Below you can find answers to the most frequently asked questions.

Orders

How do I track my order?

Once your order is ready for shipment, you’ll receive a separate email providing you with a tracking number.Please, note that this email may be sorted into spam or promotions folders, so you can take a look in there.

When in doubt, you can always log into your account and click on the order in question to see its status.

Can I cancel my order?

You can cancel your order at any time as long as it hasn't left Black Crow Miniatures yet. To do so, you can contact us through our customer service center at the email address info@blackcrowminiatures.com. 

Unfortunately, we can't make changes or cancel an order after it's been submitted.

Can I change the shipping address?

You can change the shipping address at any time as long as it hasn't left Black Crow Miniatures yet. To do so, you can contact us through our customer service center at the email address info@blackcrowminiatures.com. 

Unfortunately, we can't make changes or cancel an order after it's been submitted.

Can I make changes to my order?

If you wish to exchange an item or an entire order, you must request a refund by contacting us at info@blackcrowminiatures.com and make a new purchase.

My order never arrived, what can I do?

After processing your order, we will send you an email with a tracking number from the carrier, so you can check the status of your shipment at all times. If your order doesn't arrive or they couldn't deliver it to you, please contact us at info@blackcrowminiatures.com as soon as possible and we will find the best solution.

Shipping

Where do you ship from?

We ship from Spain, EU.

How is the shipping cost of my order calculated?

The shipping cost depends on the weight of the ordered products and the destination country. It will appear on the Cart and Checkout pages, after entering the shipping country and after selecting the shipping method.

How long will it take my order to arrive?

We try to minimize the order delivery time. Every order will be processed within 1 business day Requested products will be shipped throughout the next 48 or 72 hours from processing the order. From there, shipping times are dependent upon location. Once your order ships, we’ll send you an email with a shipping confirmation and all the tracking info.

  • Spain: By Correos (postal service), shipments to Spain typically take 1-3 business days, depending on transit conditions. If you choose the Courier company, shipments take 1-2 business days. Delivery times will be longer for the Canary Islands, the Balearic Islands, Ceuta and Melilla.
  • Europe: By Correos (postal service), shipments to Europe typically take 5-10 business days, depending on transit conditions. If you choose the Courier company, shipments take 5-10 business days.
  • Other countries: By Correos (postal service), international shipments outside of Europe typically take 10-20 business days, depending on transit conditions and customs clearance. If you choose the Courier company, shipments take 5-15 business days.

Please, allow extra transit time for international orders in the event of an unforeseen delay! Thank you for your patience!

Do you ship internationally? 

Customers from regions that do not appear in the online store have to send an e-mail to info@blackcrowminiatures.com in order to obtain information about prices and shipping costs.

Customers from the UK can find the whole range at El Greco Miniatures.

Price and payment

Are VAT and other taxes included in the price?

All prices of products are displayed inclusive and exclusive of VAT (currently 21% in Spain). 

  • EUROPEAN UNION (EU) CUSTOMERS: The VAT rate applied will be the same as for goods acquired in your home country. Prices for orders originating from European Union (EU) members are initially displayed inclusive Spanish VAT (21%). However, final VAT will be calculated based on the tax rate of the destination country, and will appear on the Cart and Checkout pages, after entering the shipping country.
  • CUSTOMERS OUTSIDE EU. Prices for orders originating outside EU members, as well as Canary Islands, Ceuta, Melilla and the rest of the EU exceptional areas, are displayed excluding VAT. 

Prices do not include any other tax, rates, tariffs or surcharges. Tolls, taxes, and other fees not indicated in the total price may apply to international shipments.

What payment methods can be used?

Credit and debit cards are the most widely-accepted payment method on our website. The following e-wallets are also currently supported: PayPal, Apple Pay and Google Pay, among others.

Pre-orders

When will I receive my pre-order?

Items marked as "pre-order" will never ship before the official release date. You will receive a notification when the order has left our facilities so you can track it.

If an order includes a “pre-order” item, it will ship on the release date, regardless of whether the order contains items available in the store.