Customer Service

If you have an issue or question about any of our products, you can call or email us with the details:

UK, Europe & ROW  Email: [email protected] Direct Line +44 115 704 3250  Opening Hours:   Monday - Friday  9.00a.m. - 5.00p.m. GMT US & Canada  Email: [email protected] Direct Line +1 410 287 2080 Opening hours:   Monday - Tuesday 9.00a.m. - 6.00p.m. EST Wednesday - Thursday 9.00a.m. - 5.30p.m. EST Friday 9.00a.m. - 5.00p.m. EST

Sometimes we will be busy, so if the phone is not answered immediately, you can always leave a message with your contact number and a member of the Customer Service team will ring you right back.

We endeavour to answer all emails within 48 hours not including weekends.

Missing or Damaged Parts If you have an issue with any product – for example missing or broken parts, providing the following details when emailing the Customer Service team, will let us resolve your problem faster. We require this information from you to help get any necessary replacement parts out to you as fast a possible, and to ensure that future occurrences will be reduced: Name: Postal Address: Packer Code: Issue/Problem: Shop Purchased From: Date purchased: Other Notes/details:   Left: An example of a Packer Code (K8NA) on the back of a blister pack.

Right: An example of a Packer Code (K6D) from a box set.

Mail Order issues and questions If you have a question or issue about about an order from our online store, you can help us be telling us: The email address you logged in as (if it is not the same as the address you are emailing from now) The order confirmation number (eg. 000-111123-123456-12345678) Your shipping address (be sure to include your country - sometimes people don't!)

Store issues and questions If you have a question or issue regarding a store or retailer, please remember to tell us: The name and location of the store The store's contact person, or who you spoke to.

Our Customer Service System

USA and Canada	Rest of World
[email protected]	[email protected]

When you email, a ticket is created in our customer service system. We check tickets Monday–Friday in both our UK and USA offices first thing in the morning. So if you send an email on Tuesday afternoon, it will be seen on Wednesday morning. You should receive an automated response to let you know a ticket has been created for your issue. (if you don't please, check your spam folder, or double-check that you have emailed the correct address – [email protected] for USA and Canada or [email protected]) Questions will be answered by a customer service agent. Our customer service agents only actively look for customer service issues through this system, so if you report an issue elsewhere (Facebook, Twitter, forums etc.) although we still want to help you, there is no guarantee it will be attended to in a timely way. We may send you a customer service help form to fill out, if we need more information before we can resolve your issue. Depending on your location, replacement parts may be shipped by UPS, Fed-Ex or postal service. We try to resolve issues within 14 days, but replacement parts may take longer if parts are not currently available.