Can't find what you need? We are here to assist you!

Find answers to the most common questions about orders, delivery, returns and your build. Can't find what you need? Contact us and our team will get back to you within 48 hours.

24builds®

We send an order confirmation email as soon as your payment goes through. If you can&apos;t find it:<ol><li style="font-size: 16px; text-align: justify;">Check your spam, junk and promotions folders, and search your inbox for &quot;24builds&quot;.</li><li style="font-size: 16px; text-align: justify;">Check the email address on your order. If you made a typo at checkout, contact us with your full name, delivery address, order date and amount paid, and we&apos;ll update it.</li><li style="font-size: 16px; text-align: justify;">Check your bank or PayPal statement. If there is no charge, the order didn&apos;t go through and you can place it again.</li></ol>If you see a charge but have no confirmation, contact us before placing the order again so you aren&apos;t charged twice. A pending charge from a failed payment is released by your bank automatically, usually within a few working days.The order confirmation and the shipping confirmation are two separate emails. The shipping confirmation, with your tracking link, arrives once your parcel leaves our warehouse.

We send an order confirmation email as soon as your payment goes through. If you can't find it:. If you see a charge but have no confirmation, contact us before placing the order again so you aren't charged twice. A pending charge from a failed payme

I didn't receive my order confirmation

Orders & cancellations

How can I cancel my order?

Can I change my order or shipping address?

What happens if an item in my order is out of stock?

Which payment methods do you accept?

Discount codes and price adjustments

How to contact us and when to expect a reply

What is the delivery time?

How do I track my order?

My tracking hasn't updated

Tracking says delivered, but I don't have it

Will I have to pay customs or import fees?

Addresses we can't deliver to

Failed delivery or parcel returned

Why did my order arrive in several parcels?

Shipping & tracking

Refund Policy

How do I return a product?

I received the wrong item

When will I receive my refund?

Returns & refunds

There are missing or defective pieces in my set

My set arrived damaged

My motor, lights or remote don't work

Before you start building

Missing pieces & build help

Size, scale and material

Do all sets include instructions?

Do you offer custom designs?

Motorised and remote-controlled sets: what's included?

Who designs and makes 24builds® sets?

Everything about the Mystery Build Subscription

Managing your subscription

Product information & subscription

I didn't receive my order confirmationUpdated 3 hours ago