Frequently asked questions
Orders & Processing
How long does it take to process my order?
How long does it take to process my order?
Orders are processed in 1–3 business days (Monday–Friday).
What’s your order cut-off time?
What’s your order cut-off time?
Orders placed before 22:00 (UK time) are processed the same business day. Orders placed after 22:00 are processed the next business day.
Do you process/ship orders on weekends or UK public holidays?
Do you process/ship orders on weekends or UK public holidays?
No — weekends and UK public holidays are non-processing/non-shipping days.
Shipping & Tracking
Do you offer free shipping?
Do you offer free shipping?
Yes — we provide free, tracked shipping on every order, with no minimum purchase.
How does shipping work after my order is processed?
How does shipping work after my order is processed?
Once processed, your parcel is dispatched through our logistics network. We use reputable carriers . The shipping method is selected based on your destination and the fastest available option.
When will I receive my tracking number?
When will I receive my tracking number?
You’ll receive an email with a tracking link/code as soon as your parcel is dispatched.
How long does delivery take? (After processing)
How long does delivery take? (After processing)
Estimated transit times:
- United Kingdom: 4–12 business days
- United States: 5–15 business days
- Australia: 4–12 business days
- Europe: 4–12 business days
- Rest of the World: 4–12 business days
Delivery windows can vary due to customs clearance, carrier performance, peak seasons, and your exact location.
Product Quality & What’s Included
Are your building block sets high quality?
Are your building block sets high quality?
Yes. We stand by the quality of our models and parts. We do not release designs that don’t meet our standards for part quality and assembly experience.
Do your sets include everything needed to build?
Do your sets include everything needed to build?
Yes — all required parts are included, and we may include extra pieces in case one goes missing during assembly.
Missing or Incorrect Parts
What if my set is missing parts?
What if my set is missing parts?
In the rare case that parts are missing, contact us at contact@motorbuilds.com with your order number and details/photos if relevant. Our team will arrange replacements as quickly as possible so you can continue your build.
How fast do replacement parts arrive?
How fast do replacement parts arrive?
Replacement timing can vary by location and carrier. We work to source and ship replacements using the fastest available method, but delivery speed isn’t guaranteed.
Shipping & Tracking
Can I cancel my order after purchasing?
Can I cancel my order after purchasing?
Yes — you may cancel within 2 hours of purchase by contacting us. If the order has already shipped, please follow the return process.
What is your return window?
What is your return window?
You must initiate a return within 14 days of delivery.
What condition must returns be in?
What condition must returns be in?
Returns must be unused, in original packaging, with all parts/inserts included. Proof of purchase is required.
Do I need approval before returning?
Do I need approval before returning?
Yes — please email contact@motorbuilds.com first. We will provide a return-authorisation code and return instructions. Do not send returns without approval.
Who pays return shipping?
Who pays return shipping?
Return shipping is paid by the customer, unless the product is defective or incorrect.
How long do refunds take?
How long do refunds take?
- We confirm approval/rejection within 3 business days of receiving the return.
- Returns are inspected (typically) within 7 business days of receipt.
- Approved refunds are issued to the original payment method within 10 business days after inspection (your bank/card issuer may take additional time to post the credit).
Lost or Damaged Deliveries
My item arrived damaged — what should I do?
My item arrived damaged — what should I do?
Email contact@motorbuilds.com within 48 hours of delivery with photos and your order number. We’ll arrange a replacement or refund.
My package is lost or tracking isn’t moving — what should I do?
My package is lost or tracking isn’t moving — what should I do?
If tracking hasn’t updated for 7 days, or shows “delivered” but you haven’t received it, contact us right away so we can open an investigation with the carrier.