Customer Service

  • 1

    Shipping & Delivery

    Shipping charges are calculated based on the weight and value of your order. Our shipping options and prices are calculated and shown during the checkout process.

    UK Shipping (AT Models do not accept liability if the post is late)

    We can ship goods over £100 for free in the UK. This is normally posted out by Courier Service, unless you live in the highlands or one of the UK islands. ( Just choose free shipping under the courier option , please note delivery is Monday to Friday only )

    Royal Mail 24 Tracked - Ships and delivers normally within 1 to 2 days.

    Royal Mail 48 Tracked- Usually 1-2 Days. Delivers within 2-3 Days

    DPD Courier service - Next working day delivery, of parcels upto 20Kg. Signed and Insured to your door. Please note this option only allows for Mon to Friday delivery. Delivery timing is emailed / TEXT to the customer advising of an estimated delivery time. 

    International (AT Models do not accept liability if the post is late)

    Royal Mail international Signed for - normally 3-5 days insured and tracked to destination

    DHL Courier - normally 3-5 days

    DPD Courier - normally 3-5 days

  • 2

    Privacy & Security

    When you sign up for an account all details collected are kept private and confidential.

    Your contact details will only ever be used in order to ship orders, and if necessary, to contact you regarding any orders in progress. Customer details are never passed onto any third parties.

    1) Customer information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without the consent of the customer, other than for the express purpose of delivering the purchased product or service requested by the customer.

    2) Private Customer information (credit cards, etc.) are not kept by providing you security. Please read the credit card safety below for details.

    3) At the time of signing up you may opt to receive an occasional newsletter to inform you of special offers, new items etc. This is not a weekly influx of spam type newsletter. If you sign up for this then decide you no longer want it you can easily opt not to receive it by altering your settings on the My Account page.

    Credit card safety
    AT Models and our secure payment service provider PayPal payments use the latest technology to protect your credit card information and do not release it to any outside organization. Credit card details from our online transactions are not stored by us, encrypted, verified and handled solely by the payment centres. Any transmission of personal information by e-mail or Internet links shall be borne exclusively by you. 

    AT Models Privacy Guarantee
    We will not rent or sell your name, address, e-mail address, (credit card / debit card information is held exclusively by Paypal and paypal credit card services ) or personal information to any third party. If you have purchased from our store, subscribed to one of our newsletters advised us of your e-mail address, we may occasionally update you on news and special opportunities via e-mail only. This ensures that you will not receive telephone calls or cold sells either via telephone or by post. 

  • 3

    Returns & Replacements

    You have the right, in addition to your other rights, to cancel your order and receive a refund by informing the Seller by email or telephone 01753-694171 within 14 days of receipt of the Goods. The right to cancel does not apply to contracts for the supply of software, audio or visual recordings if these have been unsealed by the Consumer. Goods arriving after the 14 days, may incurr a re-stock fee.

    Returns will only be accepted after emailing us for authorisation first, DO NOT just send the goods back. This can be obtained by emailing us at or calling us. Conditions of return as follows:

    • Goods must be as returned in their original unopened packaging especially if parts have purchased, or internal parts in the case of kits. Nothing should be part built.
    • Return postage cost will be the responsibility of the purchaser (we recommend Recorded Delivery we are not liable for items we have not received, larger or more valuable items need to be sent through insured couriers)
    • Items to be returned must clearly show the order number obtained from the Seller on the package.

    The purchaser will receive a refund of all monies paid for the Goods (except return postal charges) within 30 days of cancellation.

    Please note orders being returned with a 'Free Shipping' method, will incur a Flat Fee of £6 in UK and £12 from Europe, to recover the original shipping costs.

    Where returned Goods are found to be damaged due to the Buyers fault the Buyer will be liable for the cost of remedying such damage.

    If the product is a 'Ready to Fly', or pre built, it is up to the customer to ensure that the product is checked over prior to flying the model. These include a pre flight check, prior to use as well full control check of proper operation before attempting flight. We cannot be held accountable for issues found after flight, were the model gets damaged in its use, as this will be deemed to be pilot error which we will not be held accountable for. If a Pre-built model is being returned, we expect the model not to be flown and in it's original condition as originally provided.

    If parts are being returned and have been opened, they will incur a 20% re-stocking charge. If the original packaging is damaged, please advise, us at the time of requesting a return authorisation.

    Where the Goods are Kits, and the parts internally on the kit have been opened by the buyer and part built, the refund to the complete kit will incur a 50% restocking charge, as the kit and parts are no longer sellable as new. Kits that have faulty electronics and the consumer is seeking a refund, could have the electronics replaced rather than the kit, as the kit is not at fault

    Any refunds will only be issued on safe arrival of the refunded goods with and not before, whether our or the customers error.

    Returning an Item you are not delighted with

    If you wish to return goods that you are not delighted with for a refund, please notify us within 48 hours of receipt of goods by emailing us at, as per the returns policy above.

    Then return your product in its original condition and packaging to the following address: 
    (R&K Enterprise Ltd)

    891 Plymouth Road,

    Slough trading estate, Slough,


    SL1 4LP

    Please note that the parcel and its contents are your responsibility until they reach us. We therefore recommend that you send them by registered post, retaining proof of postage. Goods are returned at your expense. This does not affect your statutory rights. We will refund the value of the returned item less delivery costs, providing the goods are returned in perfect condition. Goods must be returned within 14 days of receipt. This includes your right for 7 days cooling off period.

    Please note orders being returned with a 'Free Shipping' method, will incur a Flat Fee of £6 in UK and £12 from Europe, to recover the original shipping costs.

  • 4


    Orders are normally processed despatched within 24hrs of receipt of order but please allow up to 3-5 working days for delivery, we will notify you via email when you order ships.

    Items on the site may be indicated as in stock but may not be available for immediate despatch, as the nature of supply for these items can be patchy from time to time and may be supplied from more than one origin. Most orders are completed and delivered within 5 days. If at any time you require an order refunded it will be done straight away. If using PayPal this refund can take up to 3-5 working days to show, but normally quicker. Orders placed after 3pm will be processed the following day.

    Special Order Items can take a little longer to deliver 7-14 days should be allowed but usually a lot less!
    Please note that your order may be part shipped should any item be out of stock. In the unlikely event that any of the items you have ordered are out of stock we will send the remaining items out as soon as they arrive and we will cover the postage.

    Order Confirmation

    You will receive an order confirmation email as soon as you have placed an order. Please keep this email as we may ask you for information from it in any correspondence. If you do not receive this email please contact so that we may investigate and confirm that your order has been placed successfully.

    Amending Your Order

    If you wish to make any other changes to your order, such as delivery address or quantity of goods, please email, You need to email as soon as possible. If the item is already packed for shipping, we will try and do our best to accommodate.

    Order Status

    To view the status of your order, please sign-in to the website using your username and password, and select the option.

    Dispatch Confirmation

    We will send a confirmation email you once your order has been dispatched. Please keep this email as we may ask you for information from it in any correspondence.

  • 5

    Payment, Pricing & Promotions

    Payment can be completed through several methods

    Credit Card



    Cash in store

    Pricing on goods may vary at different times. Please check online for promotions.

  • 6

    Viewing Orders

    You can see your orders online.

    The status of an order will be avaliable online and run in real time.

  • Right to cancel your order 

    If you need a refund on your order and it has already been processed or is an order under ‘Special Order’ from our supplier or is ready to deliver, any monies refunded can take up to 5-10 days transaction times.

    If you wish to cancel an order, you may do so by emailing, or by dropping us a call . This must be done as soon as possible, and before we have dispatched. If we have already dispatched, we would request that you return the goods to us once they have arrived, following the instructions under shipping and returns.

  • 7


    Specifications on items may change without prior notice. Any returns must be made using secure post at your own cost and be in a returned in original packaging, unused/unopened/ unbuilt state.

    We accept no liability (to the fullest extent allowed by law) for the accuracy of information contained on the website or related adverts, which may contain technical inaccuracies or typographical errors including information via email. However, this provision does not affect your statutory rights and remedies.