Frequently Asked Questions
In this section we will try to briefly explain frequently asked questions :)
1. How does an order work? What do the delivery times depend on?
If products are in stock, they will be shipped immediately after receipt of payment, therefore ideally on the same day, when paying with Paypal etc.! However, as it is impossible for us to keep all our products in stock in sufficient quantities to cover orders for two or more items, we may have to order them as required.
We order GW items once a week (usually on Mondays), we are only allowed to order once a week! The goods take about a week to reach us after ordering. Once we have received the goods, they will be packed into your parcels immediately. If the order is complete and payment has already been made, the package will be sent by DHL on the same day!
It can happen from time to time that items are not immediately available, have been removed from the range or our supplier has simply failed to put your item in the package! In this case, we ask for your indulgence, as we work with almost 30,000 items in the webshop, unfortunately there may be items with a long delivery time in between. However, we are open to any solution, we want you to enjoy shopping and the hobby.
2. How can we support your tabletop store?
We depend on word of mouth in our beloved scene, so if you like our service, it would be great if you could tell your friends and gaming groups about us! You can also write to us, we have logos for banners and forums on our server, which we are happy to provide. We can also send you flyers and posters to display at tournaments and events. You can also leave us a Google review for every order, which also helps us enormously!
3. Questions - questions - questions
It's better to write us one email too many than too few, we'll be happy to answer every little detail about your order. Unfortunately, we no longer manage to send out an e-mail for every order that is delayed. Therefore, if it takes too long at any point, you have questions or something else is unclear to you: send us an e-mail or call us (telephone availability not guaranteed) :)
4. Retail store - shopping in the open warehouse
You can also visit us in our store to pick up the goods yourself or to play/paint a round. Regular opening hours are from 9:30 am to 6:00 pm (deviations possible).
Please note that items in the store may already be sold online. In this case, the item will usually be displayed as “Out of stock” in our online store kutami.de.
You can find us here:
KuTaMi
Fritz-Thiele-Str. 22
28279 Bremen
5. Defective goods
Should you ever receive defective or incomplete goods, whether due to transport damage or packaging errors, please do not hesitate to write us an e-mail or call us directly. We will immediately record the damage and usually settle it in your favor.
The subsequent shipment would then of course be free of charge (in Germany), even if we request defective goods back from you to check them, the new shipment is free of charge for you in any case.
6. Returns / refunds
If you have ordered the wrong product or want to return it for any reason that is not due to a defect, the return shipment is free of charge for you from 40€ value of goods of the single article (i.e. we will issue you a return slip from DHL, a refund of postage costs is not possible!)
Here is an example:
Customer A orders a paint for €3.50, a board game for €39.00 and a miniatures box for €45.00.
• The customer must pay for the return shipment of the paint or the board game.
• The return shipment of the paint and the board game must also be paid by the customer, as none of the items has a value of at least €40.
• For the return shipment of the miniature box, the customer can request a DHL return slip from us (Germany only, by e-mail to [email protected], please state the order number and item name).
As soon as returned parcels arrive and have been processed by us (the goods must be inspected, booked back and cleared), the purchase amount will be refunded. In case of insufficient or missing packaging of the parcel, and if the return arrives damaged, this can lead to a deduction from the refund amount!
7. GW Mailorder items
Games Workshop works with two separate warehouses; normal items with individual outer packaging and so-called mailorder items. Roughly speaking, mailorder items are “older” model boxes that have been “displaced” by the current miniatures selection. Warhammer Stores do not stock these mailorder boxes.
We have mailorder boxes in stock as standard! The boxes all have a uniform, currently black box color, and may not include the sheets or cards with the troop values. In addition, some old models are still made of resin or pewter. This is not a defect!
You can recognize the models on our site by the fact that the uniform box and the sprues are shown in the photos and not the individual packaging as in the current range.