Orders containing only in-stock items are processed and dispatched every working day. If the order also includes items ordered from a supplier, we usually wait until the whole order is complete. An estimated dispatch date is shown for such products. As soon as the parcel is handed over to the carrier, we send you a shipping notification automatically.

We email you whenever the order status changes. Registered customers can also follow the status in their customer account. If your order seems to have been stuck without change for an unusually long time, email the order number to info@betexa.cz and we will look into it.

First check your Spam, Bulk or Promotions folder. If you still can't find the confirmation, contact us. We will verify by your email, name or order number whether the order was received correctly.

Not necessarily. With a bank transfer it can take a while for the payment to arrive and be matched, especially if the payment reference is missing or incorrect. If several working days have passed since you paid, or you received a reminder about an unpaid order, send us the order number and the payment date. We will match the payment manually.

Yes. You don't need a customer account to shop. Registration is handy though, because you can see your order history and related documents in the account.

We can't hold an unpaid order indefinitely. If you need an unusually long reservation, contact us in advance and we'll see whether it's possible for the specific items.

The most common reason is that we're waiting for one of the items. If an order contains both in-stock items and items ordered from a supplier, we ship it complete by default. If you need the in-stock items quickly, we recommend placing separate orders or contacting us about splitting the shipment.

In some cases, yes. Send us the order number and the items you need earlier as soon as possible. Please note that splitting a shipment may incur additional shipping costs.

Yes, as long as the order hasn't been dispatched or firmly placed with a supplier. Send us the order number as soon as possible. For ordinary in-stock orders, cancellation is usually no problem until the parcel is packed or handed to the carrier.

Send us both order numbers and tell us which one to keep. We'll cancel the duplicate.

Usually yes, as long as the order isn't packed or shipped. Send us the order number and what you'd like to change. If there's a price difference, we'll arrange an additional payment or a refund of the difference.

If the order hasn't been processed for dispatch yet, we'll try to adjust it. Get in touch as quickly as you can. We dispatch every working day, and once a parcel is packed or handed to the carrier, adding items may no longer be possible.

Often yes, as long as the parcel hasn't been handed to the carrier. After handover, changes depend on what the specific carrier allows. Send us the order number and the requested change as soon as possible.

We physically have the item in our warehouse and can prepare it for dispatch. Orders for in-stock items are processed every working day.

We don't currently have the product on hand, but according to available data our supplier does. Once you place the order, we source it, have it delivered to our warehouse, check it and then ship it to you.

We check supplier availability regularly and only offer this option for products where we're reasonably confident of delivery. Occasionally a supplier sells out in the meantime. If that happens, we'll contact you and agree on the next steps.

It's our estimate of when the product will be ready to leave BETEXA. It is not the delivery date. After dispatch, you still need to add the transit time of the chosen carrier.

Every supplier has different warehouse processes, transit times and dispatch frequency. We set lead times based on our experience with each supplier and type of product.

It depends on the manufacturer and the product. Regularly replenished ranges usually have a new delivery on order, but limited, older or clearance models may not be restocked at all. If the product offers an availability alert, we recommend turning it on.

Sometimes. Send us a link, the exact product name, the manufacturer or a photo. We'll check directly with our suppliers. For older, limited or second-hand items this may not be possible.

We'll contact you and offer a solution depending on the situation: wait for the next delivery, choose a substitute, remove the item from the order, or refund the amount paid. We won't change your order without your agreement.

The current carrier options are always shown directly in the cart, based on the destination, order value, weight and parcel dimensions. Depending on the country, we offer delivery to your address and, where available, to pickup points and parcel lockers.

Shipping cost depends on the carrier, destination and order value. The higher the order value, the smaller the share of shipping you pay. For orders over €120 we offer free shipping with supported methods. The exact price is shown in the cart before you complete the order.

Every parcel has similar basic costs for packing, handling and transport regardless of the value of the goods. That's why we discount shipping based on order value instead of hiding these costs in product prices.

Within the EU, delivery after handover to the carrier typically takes 2–6 working days depending on the destination and service. This is the transit time after dispatch, not the time needed to complete the whole order.

After the parcel is handed to the carrier, you usually receive an email or SMS with parcel and tracking details. If you don't have them, send us the order number and we'll look up the tracking.

Send us the order number. After handover the carrier has the most up-to-date information, but if the parcel has been stuck for a longer time or the data doesn't make sense, we can investigate and, if needed, deal with the carrier directly.

Contact us with the order number. You don't have to deal with the carrier yourself. Depending on the situation, we'll investigate, open a claim with the carrier and agree the next steps with you.

After handover it depends on the carrier. Some carriers allow changes in their app or via a link in the SMS or email. If you're not sure, contact us and we'll advise based on the chosen shipping method.

Some products have dimensions, weight or characteristics that limit the shipping options. The cart therefore only shows options suitable for the specific parcel.

We don't have a traditional retail shop. We're primarily an online store with our own warehouse in Březové near Litovel, Czech Republic. By prior arrangement you're welcome to visit and see or choose products in person.

Yes, by prior arrangement. We recommend calling or emailing ahead so we have your order ready.

BETEXA is located at Březové 1, 784 01 Litovel, Czech Republic. Regular opening hours are Monday to Friday 10:00–16:00 (CET), or by prior arrangement.

At selected events, yes. We usually enable this option in the cart shortly before the specific show. If you don't see it, contact us and we'll check whether your order can be prepared for the event.

The available payment options are always shown at checkout. As standard we support online card payment and bank transfer, plus cash on delivery where it's available for the chosen shipping method and destination.

Usually not. Contact us with the order number. If the order exists, we'll check its status and let you complete the payment another way. Don't automatically place another order if you're not sure whether the first one went through.

Yes. After placing the order you'll receive the payment details. Please use the payment reference provided so we can match your payment. Orders paid by transfer are dispatched once the payment has been received.

A SEPA transfer within the EU usually takes 1–2 working days; transfers from outside the EU can take longer. If your payment hasn't been matched after several working days, send us the order number and payment date.

Yes, if cash on delivery is available for your order, destination and shipping method. A surcharge of €2 applies.

Send us the order number. We'll verify the duplicate payment and refund it.

Yes. If you need a payment method not offered in the cart, are paying from outside the EU, or your online payment couldn't be completed, send us the order number. Depending on the situation we'll send you a new payment link or manually trace and match the incoming transfer.

Yes. Invoices are issued electronically. We don't normally print invoices into parcels.

Registered customers can find it in their customer account. You also receive the invoice information or a link when the order is completed. If you can't find it, send us the order number and we'll resend it.

Yes. Enter the correct billing details at checkout, including your company registration number and VAT ID if you have one. If you entered the details incorrectly, contact us as soon as possible.

If the invoice hasn't been finalised or booked yet, correction is usually simple. For invoices already issued, the procedure depends on the situation. Send us the order number and the correct details.

As a consumer buying online, you have the statutory right to withdraw from the contract within 14 days of receiving the goods, unless a legal exception applies. Before sending anything back, contact us and we'll agree the simplest procedure.

Yes. If the item is unused and in its original condition, in addition to standard returns we offer an exchange for other goods within 30 days of delivery.

Contact us first. Please don't send anything back without prior agreement, and never cash on delivery. Depending on your country, we can often provide a return label or a Packeta return code that makes sending the item back easy.

Once we've received and processed the return, we refund the payment in line with the statutory rules, no later than 14 days. If we need additional details or the goods haven't arrived yet, we'll contact you.

Send us the voucher code or the original order number. We'll check its validity, any date restriction and whether it has already been used.

We're sorry. Despite our checks, a packing error can occasionally happen. Send us the order number and the missing item. We'll investigate and arrange the quickest fix.

Contact us as soon as possible and attach photos of the product, its packaging and the shipping box. Don't send anything back without prior agreement. Depending on the type of damage, we'll arrange a replacement, send a spare part or find another suitable solution.

Often not. With modelling products we can usually solve such issues more simply, for example by sending the missing part, sheet or another replacement component. Send us a photo or an exact description of what's missing, and the order number if possible.

Send us a photo of the defect and the product identification. Depending on whether it's our own product or one from another manufacturer, we'll arrange the appropriate solution.

The easiest way is to email reklamace@betexa.cz. Include the order number, product name, a brief description of the problem and photos of the defect where possible. We'll then let you know the next steps.

No. Always contact us first. For some problems there's no need to send the whole product back at all. If a return is needed, we'll tell you the best way to do it.

We try to resolve claims as quickly as possible. For consumer claims the statutory limit is 30 days from when the claim is made, unless we agree otherwise. Simple cases, such as a missing part or a packing error, are usually resolved much faster.

Send us the order number and a photo of the product you received. We'll check whether it was a packing error, a cover mix-up or another issue, and arrange an exchange or other suitable solution.

First use the Forgotten password function. Check your Spam or Bulk folder if you don't see the reset email. If the problem persists, send us the email address you use to log in.

You may have shopped with us previously without registering. An order placed without a customer account doesn't create a registration by itself. In that case you can create a new account.

Yes, the shop also supports signing in with Google and Facebook.

If you shop without logging in, the cart is tied to cookies and the session of a specific browser. After clearing cookies, switching devices or browsers, or after a longer time, an anonymous cart may therefore be empty. For larger purchases we recommend being logged in.

Gladly. A model's difficulty isn't determined only by the number of parts. It also depends on part size, shape, construction, technique used and the modeller's experience. Tell us what you've built before and what you'd like to try, and we'll help you choose a suitable next model.

It's an indicative rating of how demanding the build is. Two models with the same number of parts can differ a lot in difficulty, for example due to part size or construction complexity. Treat the rating as a guide, not an absolute rule.

Scale is the ratio of the model's size to the real subject. For example, 1:100 means 1 cm on the model corresponds to 100 cm on the real object.

Unless the product explicitly says otherwise, a standard paper model contains the model sheets and instructions, not a full modelling kit. Suitable glues, knives, cutting mats, rulers and other tools are available separately in the shop.

These are separate add-on sets that may contain pre-cut structural parts, ribs, wheels, frames or other components. They make the build easier and save time on more complex models. They are not automatically the paper model itself, so always read the product description.

Usually not. Laser-cut accessories are typically an add-on for a specific paper model, and the printed model must be purchased separately. Check the description and compatible model for each product.

Yes. Send us the exact product name, manufacturer and ideally the order number. We'll check whether instructions should have been included and whether a replacement is available.

Send us as much information as you can: the subject, manufacturer, scale, a link or a photo. We stock thousands of items from dozens of suppliers, so we can sometimes source a model that isn't currently in the active range.

Check the name, manufacturer, scale and product code. For accessories it matters which specific paper model or kit they're designed for. If you're not sure, send us links to both products and we'll verify compatibility.

If a product is digital, it's stated on the product page. Most of our range is physical printed goods. If you're looking for a digital version of a specific model, send us its name and we'll check the options.

Enter your discount or gift code in the cart during checkout. After applying it, check that the discount was deducted correctly before submitting the order.

Check that the code is typed exactly, is still valid and applies to the contents of your cart. If the problem persists, send us the code and ideally a screenshot or description of the error. We'll look into it.

Whether codes can be combined depends on the specific promotion and coupon type. If the system doesn't allow a combination, it generally means those discounts can't be used together.

Not always. Some promotions are storewide, others are limited to specific products, manufacturers or categories. The price and information shown on the product page and in the promotion terms are what counts.

Yes, BETEXA has long supported blood donors with a special benefit. Current programme terms and how to get the discount code are on the Blood donor benefits page.

Yes. BETEXA gift vouchers are electronic — after payment you receive a PDF with a unique code.

Current voucher values are always listed on the Gift vouchers page. If you need a different value or a special arrangement, contact us.

The gift voucher is electronic. After payment you receive a PDF with a unique code. If the email hasn't arrived, check Spam, Bulk or Promotions and contact us if needed.

Enter the voucher code in the cart during checkout, just like a discount code. Before submitting the order, check that the value was deducted correctly.

We ship to selected countries, mainly within the EU. The available shipping and payment options are shown in the cart based on the delivery address. If you're not sure about your country, contact us.

Orders within the EU are handled routinely. Prices include VAT, so there are no customs duties or import fees within the EU. Shipping methods, prices and payment options depend on the country and are shown in the cart. For customers in the Czech Republic and Slovakia we also run betexa.cz and betexa.sk with local carriers.

We're happy to help in English; Czech and Slovak are our native languages. For more complex product advice, it's best to send exact links, photos or product codes.

It depends on the destination and the chosen carrier. Available shipping options are shown in the cart. For supplier-ordered items, also allow for the time it takes the product to reach us from the supplier before we dispatch.