Frequently Asked Questions

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When will my order be despatched?

All of our products are despatched within 48 hours of your order being received.

If you are a subscription customer, when your subscription renews your order will be despatched within 48 hours of the payment clearing.

Where will my order be shipped from?

We are based in the UK, and your order will be shipped from our warehouse in Clacton on Sea.

International shipping is free, but you may be liable for a tax charge when the item is delivered. Please check with your local authority before purchasing.


How long will delivery take?

We mail all orders of the kit within 48 hours of receipt (except weekends) using a 24 hour tracked service with DPD. Therefore you can expect your model within three working days.

All non-UK orders are sent via Whistl who aim to deliver within 7-10 days.

Please note that in some countries you may be liable for an import duty charge.

Subscription packages are sent via the Royal Mail 48 Hour Tracked service, and will be despatched within 48 hours of the receipt of the order.

How do I track my parcel?

If you are in the UK and have ordered a complete Solar System Kit, these are usually despatched by DPD and you can track your order here.

If you are in the Highlands and Islands or have purchased other items or have a subscription, your package will be delivered by Royal Mail and can be tracked here.

If you are an international customer, your parcel will be sent with Whistl and can be tracked with them on their website here. They may use a partner carrier within your country and more detailed information may be available on their site. 

If your tracking number begins with XLT, you can track this on the Exelot website here.

If your tracking number begins with LM, please try the Direct Link website here.

If your tracking number begins with LTN, your parcel is with Landmark global and can be tracked on their website here.

If your tracking begins with TYP, your parcel should be trackable with Royal Mail and your national postal service.

If you have difficulty tracking your parcel, please contact us and we will be happy to assist.

Is this model available outside of the UK?

Yes, you can order it from the USA, Canada, Australia and The European Union. If you are in Europe please checkout via the UK site and you will be charged the Euro equivalent price. Please note that there may be local import taxes charged at the point of delivery.

Please note that subscriptions are currently only available in the UK.

Are there any additional taxes/import duties to pay?

If your order is being delivered outside the UK, your local customs authority may impose taxes on delivery. Please check before purchasing.

How much do you charge for shipping?

Absolutely nothing! Delivery is free, even if you are overseas!

I'm a subscriber, can I get my next delivery sooner?

Deliveries are scheduled every month, but if you simply have to have your next delivery now, you can schedule your delivery sooner in your customer portal.


How do I return something?

If for any reason you are not happy with your order, please contact us to let us know and you will be able to return it within 30 days of receipt in an unopened, resalable condition for a full refund. 

Details of our returns and refunds policy can be found here.

Do you offer free returns?

Regrettably, we are unable to refund the cost of returning the item unless it is incorrect or faulty. 

Details of our returns and refunds policy can be found here.


How do I manage my subscription?

You can make changes to your subscription, including pausing, changing payment details or cancelling your subscription, in our customer portal. The link to access this was sent when you subscribed, but if you've mislaid your details, please contact us and we can send you a new link.

When will my payment be taken?

Payment is taken 30 days from the original payment date and then every 30 days thereafter. If that date is not convenient you can update this in the customer portal.

Can I pause my subscription?

Yes! You can do this at any time in the customer portal.

How do I cancel my subscription?

We'll hate to see you go, but you can of course cancel if you wish. You can do this in your customer portal or you can contact us, and we will action this for you.

About our Products

How much does the solar system model cost?

The model costs £399. If you are not in the UK, our system will convert this so that you can pay in your local currency according to the exchange rate at the time.

Help! I'm struggling to build the model.

Don’t worry, we will help. We have instructional videos available in out "How to Build" section, we can assist you over the phone and we will arrange a video call if required.

Help! I have a damaged part.

Sorry to hear that. Don’t worry we have stock of all the individual parts and can replace anything that is damaged. Please contact us.

How long will it take to build my model?

You should be able to build the model in around 14 hours but don’t worry if it takes you a little longer – it is not a competition!

What is the model made from?

The gear system is solid brass and the planets are fashioned from silver-plate, hand painted to capture the nature and defining characteristics of each planet.

Who designed the model?

The solar system model is adapted from an original 1980s design by British engineer, inventor and metal worker Louis Calmels. This version was first created in 2008 for Eaglemoss Publications Ltd.

Why are there 11 planets?

The planets included are: Mercury, Venus, Earth, Mars, Jupiter, Saturn, Uranus and Neptune; plus three dwarf planets: Ceres, Pluto and Eris.

About the motor?

The model is manufactured in the UK with a UK power source. We will supply an adapter to any USA, European or Australian customers.

If you cannot find an answer to a question that you have above, please contact us and we will be happy to help.