FAQ – Frequently Asked Questions
Everything you need to know about ordering, shipping, assembly, and returns.
ORDERS & PAYMENT
What payment methods do you accept?
We accept all major payment methods including credit & debit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, Apple Pay, Google Pay, and Bancontact (Belgium). All transactions are 100% secure and encrypted.
Can I modify or cancel my order after placing it?
Orders can be modified or cancelled within 24 hours of purchase. Please contact us immediately at mrtls.entreprise@gmail.com with your order number. Once your order has been shipped, we are unable to make changes.
Is your website secure? How is my payment information protected?
Yes, absolutely. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect all transactions. We never store your full card details on our servers.
Do you offer discount codes or promotions?
Yes! We regularly run promotions on our social media channels (Instagram, TikTok, Facebook). Follow us to be the first to know about sales and exclusive discount codes. You can also sign up for our newsletter to receive special offers directly in your inbox.
In which currency will I be charged?
Our store automatically displays prices in your local currency based on your location. You can also manually change the currency using the selector in the top right corner of the website. Your card will be charged in the currency displayed at checkout.
SHIPPING
Do you offer free shipping?
Yes! We offer free worldwide shipping on all orders. No minimum purchase required and no hidden fees.
How long does delivery take?
Standard delivery times are 5–8 business days depending on your location. Please note that delivery times may vary during peak seasons such as Christmas and Black Friday.
Do you ship internationally?
Yes, we ship to over 237 countries and regions worldwide. Our store automatically displays prices in your local currency for a seamless shopping experience.
Will I have to pay customs duties or import taxes?
Customs duties and import taxes may apply depending on your country's regulations. These fees are determined by your local customs authority and are the responsibility of the buyer. We recommend checking with your local customs office before ordering if you are unsure.
My package shows as delivered but I haven't received it. What do I do?
Please first check around your property (mailbox, side door, with a neighbour) and contact your local post office. If the package still cannot be located after 3 business days, contact us at mrtls.entreprise@gmail.com with your order number and we will investigate immediately.
PRODUCTS & ASSEMBLY
Are your kits suitable for beginners?
We offer kits for all skill levels! Each product page clearly indicates the difficulty level and recommended age. Our Book Nook and wooden puzzle kits are great starting points for beginners, while metal model kits and RC vehicles may require more patience and experience.
Do the kits come with assembly instructions?
Yes, all kits include step-by-step assembly instructions in English. For more complex models, we also recommend searching for video tutorials on YouTube using the product name for additional visual guidance.
Are batteries included with RC products?
It depends on the product. Each product page clearly specifies what is included in the package. Generally, the vehicle battery is included but remote controller batteries (AA or AAA) are not. Please check the "Package Includes" section on each product page for exact details.
What materials are your kits made from?
Our kits use high-quality materials depending on the product type: metal model kits are made from stainless steel or zinc alloy, wooden kits and Book Nooks use premium laser-cut wood, RC vehicles are built with ABS plastic and metal components, and RC aircraft use high-density EPP foam. All materials are CE certified and free from harmful chemicals.
Are your products safe for children?
All our products are CE certified and RoHS compliant, meaning they meet European safety standards. Each product page specifies the minimum recommended age. Products rated 14+ are intended for teenagers and adults and may contain small parts not suitable for young children. Always follow the age recommendations on the product page.
RETURNS & WARRANTY
What is your return policy?
We offer a 15-day return policy from the date of delivery. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received. Please contact us at mrtls.entreprise@gmail.com to initiate a return request.
My order arrived damaged. What should I do?
We are sorry to hear that! Please contact us within 48 hours of receiving your order at mrtls.entreprise@gmail.com with your order number, photos of the damaged item and packaging, and a brief description of the damage. We will arrange a replacement or full refund as quickly as possible.
Do your products come with a warranty?
Yes. Most of our products include a 15-day warranty against manufacturing defects. RC vehicles include a 30-day warranty. The warranty does not cover damage caused by misuse, accidents, incorrect assembly, or normal wear and tear.
How long does a refund take to process?
Once your return is approved, refunds are processed within 3–5 business days. The funds should appear in your account within 5–10 business days depending on your bank or payment provider.
I received the wrong product. What should I do?
We apologize for the inconvenience! Please contact us within 48 hours at mrtls.entreprise@gmail.com with your order number and a photo of the product received. We will send the correct item at no extra cost.
ACCOUNT & TRACKING
How can I track my order?
Once your order is shipped, you will receive a confirmation email with your tracking number. You can use this number on the carrier's website to follow your package in real time. Tracking is included on all orders at no extra cost.
Do I need an account to place an order?
No, you can check out as a guest without creating an account. However, creating an account allows you to track your orders, view your order history, and check out faster on future purchases.
I haven't received my order confirmation email. What should I do?
Please check your spam or junk folder first. If you still cannot find it, contact us at mrtls.entreprise@gmail.com with your name and the email address used at checkout. We will resend your confirmation right away.
How do I reset my password?
Click on the account icon in the top right corner of our website, then select "Forgot password". Enter your email address and we will send you a password reset link within a few minutes. If you do not receive it, please check your spam folder.
Still have a question?
Our team is happy to help. Contact us at mrtls.entreprise@gmail.com or via our contact page. We typically respond within 24 hours.