FAQ
Frequently Asked Questions
Orders & Payments
When will I be charged for my order?
Payment is taken once your order has been confirmed and processed. If an item is unavailable, we’ll cancel the order and release any pre-authorisation on your payment.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Klarna, and other secure methods offered at checkout.
Can I pay later with Klarna?
Yes. Klarna gives you flexible payment options, such as paying in instalments or paying later. All Klarna orders follow our standard shipping and returns policy. Refunds for Klarna purchases are processed back through Klarna.
Shipping & Delivery
How long will my order take to arrive?
Orders placed before 2:00 pm (Monday–Friday) are usually processed the same day. Standard UK delivery is free and typically arrives within 2–5 business days. Larger parcels may be shipped via courier.
Do you offer faster delivery?
Standard UK delivery is free. If you need a faster service, contact us before ordering to confirm available upgrade options.
Will I get tracking details?
Where tracking is available, details are emailed once your order has been dispatched. If you haven’t received tracking within 5 business days, please contact us.
Do you ship internationally?
International shipping may be available. Please note that duties, taxes, or import fees are the customer’s responsibility.
Returns & Refunds
Can I return an item if I change my mind?
Returns are accepted with prior agreement. You must notify us by email within 24 hours of delivery to request a return authorisation. Items must be unused, in their original packaging, and in resalable condition.
Who pays for return shipping?
If the product is faulty or arrives damaged, we’ll cover return costs. Otherwise, return shipping is the customer’s responsibility.
How long will it take to receive my refund?
Refunds are issued to the original payment method once the returned item has been inspected. Please allow up to 10 business days for processing. For Klarna and other financing providers, refunds are handled through your payment provider.
What if my order is damaged or lost in transit?
Please inspect your package on arrival. If it’s damaged, let us know within 24 hours with photos of the packaging and product. We’ll help process a claim and arrange a replacement or refund.
Products & Warranty
Do your products come with a warranty?
Yes. All machines come with the manufacturer’s warranty. Warranty terms vary by product (for example, xTool and Creality have different coverage). Please keep your proof of purchase, as it is required for any warranty claim.
What isn’t covered by warranty?
Consumables and parts subject to normal wear (such as blades, belts, or nozzles) are not usually covered. Damage caused by misuse, modification, or unauthorised repairs may void the warranty.
Do you sell spare parts and accessories?
Yes. We stock a wide range of accessories, materials, and spare parts for both xTool and Creality machines.
Do you offer bundles?
Yes. Our bundles combine popular machines with essential accessories, giving you everything you need to get started while saving money.
General
Do you have a loyalty or rewards program?
At this time, we don’t offer a points-based rewards system. Instead, we focus on competitive pricing, free UK shipping, and bundle savings.
Can I collect my order in person?
We currently ship all orders directly from our suppliers’ warehouses. Local collection is not available.
What happens if an item is out of stock?
If a product is unavailable or on backorder, we’ll notify you by email. You’ll have the option to wait, switch to an alternative product, or cancel for a full refund.
How do I contact you?
The fastest way is by email at support@3dformatics.co.uk. We aim to reply within 48 hours (Monday–Friday).
