FAQ
GENERAL
ORDERS
How to Order
Order online at stk-workshop.com or in person at the STK Workshop store at D2 Place One, Lai Chi Kok.
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When will I receive my order?
When the goods are in stock you can normally expect to receive your order in 1-3 days. Out of stock items or orders that require custom assembly or painting before dispatch will require a longer wait. During the order process, the expected delivery date will be clearly indicated before you confirm your order.
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How can I check my order status?
Once you have completed your order successfully you will receive a confirmation email with full details of your order. If you did not receive your order confirmation email we recommend that you check your ‘Bulk’ or ‘Spam’ folders. If you are unable to find your order confirmation email please contact us so we can determine if your order was correctly authorised.
If you have created an account at stk-workshop.com, the status of your order will be displayed as follows;
Confirmed – your order has been successfully received and is being processed.
Shipped – your order has been collected from our warehouse by SF Express and is now on the way to you. Your tracking number will also be displayed. If your order includes multiple items we’ll normally ship any that are in stock first and any temporarily out of stock items will follow later. In this case your order status will show as “Partially Shipped”.
Next Delivery – if you have placed a Subscription order the planned date of your next dispatch will be shown here.
We recommend creating an account because it also means you’ll get the best offers and most personalised service.
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Can I see the product displayed somewhere? Can I buy in a physical store?
Yes. The products are on display and available for purchase at the STK Workshop store in Hong Kong.
Please visit us at D2 Place One, 9 Cheung Yee Street, Lai Chi Kok, Kowloon, Hong Kong. We’re open every day from noon to 9pm.
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What is STK Build Service?
Wherever you see the STK Workshop Build Service logo we can provide a full assembly and hand-painting service. Whether you want the ultimate professional version of the product or you just don’t have time to assemble yourself, simply select the Build Service option and our master modellers will assemble and paint for you. All you have to do is click.
Please note that STK Workshop Build Service is not available for every product - only where the option is clearly indicated by the STK Workshop Build Service logo.
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Do you accept international orders?
At this time our website only accepts orders for delivery to Hong Kong and Macau addresses. However, we are able to arrange shipment to certain other countries in Asia. Send an email to international@stk-workshop.com and we’ll let you know about specific arrangements for your country.
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Can I order by phone?
At this time we are not accepting orders by phone. Please don’t reveal your bank or credit card information to anyone during any phone call to STK Workshop.
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Can I order by email?
At this time we are not accepting orders by email. Please don’t reveal your bank or credit card information in any email to STK Workshop.
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What happens if the item I want is out of stock?
We make every effort to ensure stocks of every product are available for immediate dispatch but at times a particular item may be temporarily out of stock. Whenever this happens you will be clearly notified before you place your order. You’ll still be able place an order to ensure you receive your delivery as soon as stocks are available.
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Can I order replacement parts?
Although we don’t sell items individually, we understand that sometimes parts can get lost or broken and we want you to be able to complete your model successfully. Contact our customer service team on 2133 1661 or at helpdesk@stk-workshop.com and we’ll do our best to help.
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What if I want to cancel my order?
Contact our customer service team as soon as possible on 2133 1661 or at helpdesk@stk-workshop.com.
Please note that;
- once an order has been processed for delivery it will not be possible to cancel. The order will be delivered as planned. Please refer to the section on RETURNS & EXCHANGES.
- we cannot accept cancellations or refunds for STK Build Service products.
If you are a Subscriber you can cancel your subscription up to 15 working days before the dispatch of your next scheduled delivery. Please visit your account page to notify us of your cancellation. Please note that any special gifts for Subscribers that you have not already received will also be automatically cancelled.
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ORDERS REQUIRING A DEPOSIT
Some items involving hand assembly and painting will require a reservation deposit payable at the time the order is placed.
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Payment
When you confirm your order for an item requiring a non-refundable deposit (NRD) you will be billed the amount shown on the day you confirm your order. Upon receiving your payment we will reserve your item and send you an Order Confirmation email.
The balance payment will be due when the goods are ready to be shipped and we’ll contact you to make payment arrangements at that time.
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Shipment
The estimated shipment date is as notified to you when you placed your order and stated in your Order Confirmation email.
The shipment date is estimated and may change. If we are able to ship earlier than the date originally notified to you, we will contact you before shipment and give you the option of receiving earlier. The actual shipment date may be delayed to ensure your hand-assembled and painted item leaves our warehouse in perfect condition.
As soon as your item is ready to ship we will contact you to arrange a suitable delivery date. Please ensure you are available at that time to receive delivery. If we are unable to deliver your order to you on the date you requested, extra charges for returning to the warehouse, storage and subsequent transportation to you may apply.
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Cancellation
If you decide to cancel your reservation the non-refundable deposit will not be refunded.
NRDs cannot be transferred to any other order.
If we are unable to receive the balance payment at the time it is due, we will attempt to contact you to make alternative arrangements to collect the balance. If we are unable to contact you or if you are unable to complete the balance payment your order will be considered to be cancelled and your NRD will not be refunded.
In the unlikely event that your item’s delivery date has been delayed by more than 90 days beyond the original estimated shipment date you may contact us to cancel your order and request your NRD to be refunded.
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SUBSCRIPTIONS
What is a Subscription?
Placing a Subscription order simply lets us know that you want to order and receive the next pack of model parts each month at a special discounted price. Your recurring order will be charged and fulfilled on a monthly schedule and when the last pack of parts is delivered along with any special subscriber-only gifts, your Subscription will automatically stop.
You can cancel any time before that – please see the Cancelling a Subscription article for full details.
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What are the benefits of a Subscription?
Ordering a Subscription is the best way to save money, time and trouble. You get the best offers and gifts, and priority delivery. All with no commitment as you can cancel anytime. With a Subscription order you will;
• pay much less than purchasing each pack individually
• make no long-term advance payment – you are charged monthly before the next pack is shipped
• receive each subsequent pack automatically – no need to place another order every month
• have delivery priority in case of any temporary stock shortage
• receive special free gifts only available to Subscribers (depending on the series)
• make no long-term commitment - you can cancel any time. (Please see the Cancelling a Subscription article for full details)
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Do I have to sign a contract?
No. Placing a Subscription order simply lets us know that you want to receive the next pack of model parts each month. Your recurring order will be fulfilled and when the last pack of parts is delivered along with any special Subscriber-only gifts, your Subscription will automatically stop.
And you can cancel any time – please see the Cancelling a Subscription article for full details.
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When will my card/account be charged?
The first pack in your Subscription will be billed at the time you place your order. Each subsequent payment will occur 2-3 days before the next pack is due for dispatch. The exact date is dependent on when you placed your original order and notified to you in your shipment notice and account area, but each payment/dispatch will be approximately 30 days after the last.
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Will the price change during my Subscription?
The basic price of the product you purchase directly from STK Workshop and the notified delivery cost will be the same every month until the end of your Subscription. However, should the statutory rate of VAT change between your order date and the date we supply the product the final price of your product may change. We may increase the price to reflect the VAT increase if you have not already paid for the product.
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Will the shipping be free for every pack?
Yes, when you start a subscription, shipping will be free for each subsequent pack in your subscription until it completes.
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Can I order more than one Subscription?
You can order as many Subscriptions you wish and have each delivered to the same or separate addresses. We only ask that you complete individual orders for each subscription. It will not be possible to set a quantity of 2 or more subscriptions in the same shopping cart even if delivery is to the same address. Shipping is free of charge so multiple Subscription orders do not affect your monthly delivery cost or your statutory rights.
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Can I temporarily suspend my Subscription?
Unfortunately we are unable to temporarily suspend a Subscription. If you cancel your Subscription you may not be able to restart from the same number and price per pack at a later date. However, if you do have to cancel and decide later to restart please contact us on 2133 1661 or at helpdesk@stk-workshop.com and we will do our best to help.
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Cancelling a Subscription
We’re sorry you don’t want to complete your model and we hope you’ll let us know why at your account page or by contacting us on 2133 1661 or at helpdesk@stk-workshop.com
You can cancel your Subscription up to 15 working days before the dispatch of your next scheduled delivery.
Please visit your account page to notify us of your cancellation. Please note that any special gifts for Subscribers that you have not already received will also be automatically cancelled. No further deliveries will be dispatched and you will not be charged any further amount.
No amounts for orders already delivered or processed will be refunded.
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BILLING & PAYMENT
Accepted forms of payment
We accept Visa and Mastercard only.
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When will my card/account be charged?
You will be billed at the time you place your order. Once we receive confirmation that your payment has been successful your order will be processed immediately.
For Subscribers, each subsequent payment will occur 2-3 days before the next pack is due for dispatch. The exact date is dependent on when you placed your original order and notified to you in your shipment notice and account area, but each payment/dispatch will be approximately 30 days after the last.
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How do I update my billing details?
For your security and peace of mind, STK Workshop does not see or store your payment details. All payments are securely processed by AsiaPay Limited. You will be required to input your payment details each time you place an order.
Subscribers only need to place their order one time and AsiaPay will process recurring payments automatically. If you need to update your details for your recurring Subscription payments please contact us on 2133 1661 or at helpdesk@stk-workshop.com with your order reference number and we’ll give you instructions how to update billing details. Please don’t share any of your payment/card information by email or during a phone call.
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What if my credit card expires?
If your credit card has expired please contact us on 2133 1661 or at helpdesk@stk-workshop.com and let us know your order reference number and we’ll give you instructions how to update billing details. Please don’t share any of your payment/card information by email or during a phone call.
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Can I change the payment charge date?
Unfortunately we cannot normally change a payment date as all payments are systemized and handled securely but please contact us on 2133 1661 or at helpdesk@stk-workshop.com and we’ll do our best to help.
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Can I pay in instalments?
Yes. We offer 6, 12, 18 or 24 month instalment plans on selected products when you purchase using your Hong Kong registered HSBC Credit card. Just select the term payment term during check-out. All our payment plans are interest-free.
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Which products can I pay for in instalments?
All products over HK$500 except;
- Subscriptions
- initial deposits for Build Service items (you can pay the balance payment in instalments)
You can also pay in instalments if your total shopping cart value is at least HK$500.
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Can I apply for instalment payment with other cards?
Unfortunately, at this time we are only able to offer instalment payment plans for Hong Kong registered HSBC Credit cards.
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If I pay by instalments when will I receive my order?
We will ship your goods as soon as we receive the first instalment from your credit card issuer, just as if you had paid in full. You do not have to wait until all instalments are paid to receive your order.
I tried to pay by instalment with my Hong Kong registered HSBC card but the transaction was not accepted.
Approval for instalment payment is at the sole discretion of your card issuer and subject to their terms and conditions. STK Workshop have no knowledge of the reason why any individual’s instalment payment application is accepted or denied. Please contact your card issuer for information.
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Is your website secure?
Your personal information submitted online at stk-workshop.com is completely secure. Our best-in-class providers protect the information you send us with secure forms and systems.
Your payment details are not seen or stored by STK Workshop. For your security and peace of mind, all payments are securely processed by AsiaPay Limited.
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SHIPPING
How will my order be shipped?
After your order is confirmed our warehouse will immediately process for dispatch and delivery to the respective SF Express hub. SF Express will deliver to the address you specified when you ordered.
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What are the shipping costs?
Nothing. All our products currently include free delivery to addresses in Hong Kong and Macau.
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When will my order be shipped? When will my order arrive?
In most cases your order will be processed within hours of you placing it and should leave the STK Workshop warehouse within a day of receipt. Products that require custom assembly or painting may require a longer period before dispatch. Out of stock items’ dispatch dates will vary case by case but the expected delivery date will be clearly indicated before you confirm your order. Pre-Order items will show their future estimated arrival date.
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How do I track my order?
You can see the current status of your order in your account area at stk-workshop.com.
Once your SF Express tracking number has been issued you’ll receive an email and link from us and you can track your shipment at the SF Express website.
If you did not create an account please wait for the email with your tracking number. And while you wait, why not create an account now so you can enjoy earlier status updates and much more.
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Can I ship to a different address?
Yes. During the checkout process you can provide one address for delivery and another for billing. So you can ship to your office or to a friend instead of to your home if you wish. We only ask that you place one order for each delivery address. It will not be possible to order multiple items to be sent to different addresses in the same order.
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Can I ship to a PO Box?
As SF Express cannot ship to a Post Office box, STK Workshop will not deliver to a PO Box address. If you enter a PO Box address during check out you will be asked to advise an alternative address for delivery.
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Can I ship as a gift?
Absolutely. We’re happy to help you make someone’s day by sending them such a special gift. During the checkout process you will be able to provide one address for delivery and another for billing. You can even include a short personalised note. The recipient will NOT be notified about the cost of the purchase.
Note that the delivery details and tracking number will be sent only to the buyer’s email address so the delivery will be a surprise to the recipient unless you pass on the delivery information. So please be aware that extra charges may apply if the goods cannot be delivered in a reasonable time – see the article What happens if I’m not at home when the delivery arrives?
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Can I collect my package myself?
Certain items are available for pick-up at the STK Workshop concept store at Lai Chi Kok, Hong Kong. Simply select this option during the check-out process and we’ll notify you as soon as your goods are ready for collection.
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I gave the wrong delivery address with my order.
Please contact us on 2133 1661 or at helpdesk@stk-workshop.com immediately and we will do our best to help. Be sure to go to your account area at stk-workshop.com and update your delivery address details as soon as possible.
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Can I change my delivery address?
If you already placed your order please contact us on 2133 1661 or at helpdesk@stk-workshop.com immediately and we will do our best to help. Be sure to go to your account area at stk-workshop.com and update your delivery address details as soon as possible.
If you are a subscriber just go to your account area at stk.com and update your delivery address details in good time before your next shipment is due. Contact us on 2133 1661 or at helpdesk@stk-workshop.com if you need to be sure about your next delivery getting to your new address.
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What happens if I’m not at home when the delivery arrives?
If SF Express has attempted to deliver a parcel that is too large to fit through a letter box and there is nowhere suitable to leave it, they will return it to the local SF Express office. Please look for a 'We tried to deliver' notice which should have the relevant contact details on it. Contact your local SF Express office with those details to arrange a convenient time for delivery.
You can also track your package at the SF Express website.
If SF Express are unable to deliver to you because you have not arranged a delivery date with them within a reasonable period of the initial attempt to deliver, or to collect from the local depot yourself, we may charge you for storage costs and any further delivery costs while we will try to contact you to make new arrangements. If we remain unable to contact you or to arrange a suitable delivery or collection we may terminate the agreement, refund to you any amount you may have paid in advance for goods we are yet to dispatch and deduct or charge you appropriate compensation for costs incurred as a result of you not allowing us to deliver the products to you.
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Additional Shipping Fees
STK Workshop will not be responsible for costs resulting from orders shipped to out of date or incorrect address. Customers will be charged for any return shipping fees due to incorrect delivery address information.
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Which countries do you deliver to? Do you ship internationally?
At this time our website only accepts orders for delivery to Hong Kong and Macau addresses. However, we are able to arrange shipment to certain other countries in Asia. Send an email to international@stk-workshop.com and we’ll let you know about specific arrangements for your country.
RETURNS AND EXCHANGES
What if I want to return my item? What is your Returns Policy?
STK Workshop customers are covered by a three week (15 working day) return window from the date of delivery for any pack purchased individually or the first pack of any subscription order. Simply return your order within 15 working days of receiving the delivery from us, with all elements included, all packaging intact and undamaged. Once the goods are received at our warehouse and the condition verified we will refund your purchase price less any deduction to reflect any reduction in the value of the item if this has been caused by your inappropriate handling of them, i.e. in a way that would not be permitted in a store, such as opening or breaking internal package seals, damage to or removal of any component items or external packaging, etc
Contact us on 2133 1661 or at helpdesk@stk-workshop.com so we can provide you with the correct return address and a return reference number.
You will need to pay the shipping fee to return the product to us except in the case of defective items. Please refer to the Who pays the return shipping fees? article for more details.
We cannot accept returns nor offer refunds for the second or subsequent packs of a subscription order. If you wish to cancel your subscription to stop receiving future packs, please refer to the Cancelling a Subscription article.
We cannot accept returns or refunds for STK Build Service products.
Any refund amount will be for the benefit of the original purchaser only. STK Workshop will not refund any amount to anyone other than the original purchaser.
All approved refunds will be processed as quickly as possible. STK Workshop will determine the appropriate payment method of refund – which may not be the same as the original method of payment and may include a personal cheque for the benefit of the original purchaser sent to the billing address registered.
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What if my order is defective, incomplete or damaged?
STK Workshop products are subject to the strictest standards of quality control – every order is individually inspected before dispatch and will in each case match the original versions approved by licensors. Many component parts are hand-finished or painted, which results in small differences between examples of the same piece received by different customers or as pictured on the STK Workshop website or promotional materials. Such variations are not considered defects.
However, in the rare case your order arrives with defective, missing or damaged parts we will provide replacements.
Contact us at on 2133 1661 or at helpdesk@stk-workshop.com if you believe your order has arrived in a damaged or defective condition and we’ll discuss with you the appropriate arrangements to receive a replacement and how to have any damaged or defective parts returned to us.
You will not need to pay the shipping fee to return defective product to us or to receive your replacement item.
Any refund amount will be for the benefit of the original purchaser only. STK Workshop will not refund any amount to anyone other than the original purchaser.
In certain circumstances we may to ask you to return the full pack at our cost and refund your purchase. In such cases, we will discuss with you the appropriate arrangements. STK Workshop will determine the appropriate payment method of any refund – which may not be the same as the original method of payment and may include a personal cheque for the benefit of the original purchaser sent to the billing address registered.
Cosmetic damage to packaging including small creases or bends or dents at the corners are not considered as defects and will not be eligible for replacement. Outer cartons (brown corrugated board boxes) are for protective purposes only and any kind of damage to them is not considered as a defect and will not be eligible for replacement.
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Who pays the return shipping fees?
If you are exercising your right to change your mind after purchasing any items you will need to cover the cost of shipping them back to us.
If your order arrived with damaged or defective parts and we are unable to provide you a replacement, as well as refunding the appropriate purchase cost we will assist you in returning them to us at our cost.
TROUBLESHOOTING
My delivery doesn’t look like the picture
Images on the website are for illustration only. Product specifications are subject to minor change and variation from images on the website.
Hand-painted parts may naturally vary slightly between different production pieces.
Differences in customers’ device settings will mean that colours displayed may not match appearance of actual products.
However, you can be assured that all STK Workshop products are subject to the strictest standards of quality control and will in every case match the original versions approved by licensors.
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I’m having trouble using the website
Please contact us on 2133 1661 or at helpdesk@stk-workshop.com
Remember that although we can help you navigate the order and checkout process, our operators cannot place your order for you and you never need to share any of your payment/card information during a phone call or an email conversation.
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I can’t find the answer to my question in these FAQ
Please contact us on 2133 1661 or at helpdesk@stk-workshop.com
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MY ACCOUNT
Do I need to create an account?
You can complete your order on stk-workshop.com without creating an account. You’ll just need to provide an email address so that we can send you confirmation of your order and a tracking number for your delivery. But from there, you only need to decide a password and you’ve finished creating your account.
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What are the benefits of creating an account?
STK Workshop account holders are our VIP customers. By creating an account you’ll receive news of special discounts, pre-order announcements, invitations to events, competitions, free gifts, product giveaways and more. Most offers are not advertised anywhere else and we’ll only email when there’s something worth bringing to the attention of our VIP customers.
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How do I create an account?
Just follow the instructions after you place your order.
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Can I create an account if I haven’t made a purchase?
Sorry - the My Account area is only for customers who have purchased products. But everyone can sign-up to our email newsletter and follow us on social media for the latest news.
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Do I have to subscribe to your mailing list?
It’s not necessary to subscribe to our mailing list. But please note that as many offers, invitations and giveaways are limited in number, they are advertised and allocated on a first come, first served basis. Customer mailing list readers will usually be the among the first to snap them up first so we do suggest you stay signed up. And if you really wish to stop receiving them it’s easy to unsubscribe any time.
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How do I unsubscribe from your mailing list?
Just click the unsubscribe link in the email.
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CUSTOMER SERVICE
How can I contact you?
By phone on 2133 1661 during the hours of 09:00 to 18:00 Monday to Friday (except public holidays) and by email anytime at helpdesk@stk-workshop.com.
Or you can send us a message on Facebook or WhatsApp.