Frequently Asked Questions

1. Questions on Ordering
When will my order arrive?

It depends what you've ordered. Models and reliefs are made to order, so allow around 30 days for me to make and ship yours. Risograph prints are posted within 14 days. Once your parcel is on its way you'll get an email with tracking — UK orders usually arrive within a few days of that, international orders usually within about 8 working days.
Why does it take 30 days?

Because nothing is sitting on a shelf. Every model is cast, cured, hand-finished and checked individually in my Birmingham studio, and concrete sets at its own pace. The wait is the reason the piece feels the way it does. If that's too long for your date, see the next answer — there's usually a way.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
I need it for a particular date. Can you help?

Nearly always, yes. Add Express Order Processing (£10) to your order at checkout and I'll move it forward in the studio schedule — made, finished, packed and shipped within 8 days. If you have a firm deadline, email me at hello@space-play.co.uk with your order number as soon as you've ordered and I'll tell you honestly whether I can hit it.
How much is delivery?

Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Do you ship internationally?

Yes, mostly worldwide with a few exceptions. 

If you're in the EU, please order through my Etsy shop HERE

where customs and VAT are handled automatically. Everywhere else, orders come directly from me in the UK and shipping is calculated at checkout.
Will I have to pay customs or import duties?

Outside the UK, possibly — it depends on your country, and any duties or taxes are the recipient's responsibility. Ordering through Etsy if you're in the EU avoids the problem entirely, because VAT and customs are collected up front.
How will my order be sent, and can I track it?

UK parcels go by Royal Mail Tracked 48 as standard. All international parcels are sent as Standard Tracked.

You'll get a confirmation email when you order and a second email with tracking the moment your parcel is posted.
My parcel hasn't arrived. What should I do?

If it's been more than 7 days since your shipping email, email me at hello@space-play.co.uk and I'll chase it. One thing worth checking first: if an address was incomplete the parcel may have come back to me, and reposting is charged at cost.
Can I change or cancel my order?

Yes, the earlier the better, because once a piece is cast it's cast. Email me with your order number and I'll sort it. You can also cancel for a full refund at any point before it ships.

If you cancel or request to change after your order have been posted, you will need to return the parcel before recieving a refund.

2. Questions on Products
How are your models made?

Solid cast concrete. Not resin, not plaster, not printed plastic — each one is poured into a hand-made mould, cured, released and finished by hand, then mounted on a laser-etched cork base with the building's name on it.

I design all of the models myself using 3D software and then 3D print the master models for creating my own custom silicone moulds. 

I put a lot of care and passion into creating each new model design, and it's taken years of practicing and mostly getting it wrong for me to learn how to make them.
How big are your models?

The perfect size for a desk or a shelf. Most sit around 1:1000 scale — the Barbican Centre, for example, is 4cm high, 9.5cm long and 5cm wide. 

Every product page gives the exact size and scale for that building.
Is it fragile? How do I look after it?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Does it come gift-wrapped?

Every model arrives gift-boxed as standard, so it's ready to hand over without any extra work from you.
What is Risograph printing?

A stencil printing process: soy-based ink pushed through a drum one layer at a time, soaking into the paper rather than sitting on top of it in a glossy film. It gives every print grain, texture and deep matte blacks, with small variations from one copy to the next. It also uses far less energy than a laser press, because nothing has to be heated to fuse the ink.
Do you sell gift cards?

Yes — Concrete Credits, from £15 to £150, emailed straight to the recipient with a message from you. You can also choose the date it arrives, which is useful if you're organised enough to buy a birthday present early.
Are there any discounts?

Two standing offers, both applied automatically. 

Order two or more models and 15% comes off. 

Buy three Risograph prints and the cheapest is free. 

No codes to remember.

3. Returns, Refunds and Damage
What if it arrives damaged?

Email me straight away with your order number and a photo. I'll make a free replacement and post it to you.
Can I return it if I change my mind?

Yes. Return it in its original condition, unused and safely packed, for a full refund minus the return postage. Email me first at hello@space-play.co.uk before sending anything back, and I'll give you the address and keep an eye out for it.
Can I exchange it for a different building?

Happily, and the exchange itself is free.  You just cover the postage to send the first one back. Once it's posted I'll send out the replacement straight away rather than waiting for it to arrive.
I'm returning from outside the UK.

Same process, with two caveats: return shipping and any customs or import charges are yours, and original shipping costs and international taxes can't be refunded.

4. Commissions and Wholesale
Do you make a model of [my building]?

Search the site for the building or the city. There are over 150 pieces, and many buildings exist as a model, a print, a relief and a wood cut. If it isn't there, tell me: the Brutalist Suggestion Box is where I take requests, and a lot of the range started as someone else's suggestion.
Can you make a one-off of a building that isn't in the shop?

Yes, as a commission. Commissions start at £800 and take 6 to 8 weeks depending on what's needed.

Each commission runs through a clear set of stages — consultation, digital design, then making. It suits someone who wants a faithful, museum-quality one-off of a building that matters to them. 

It doesn't suit a quick gift or a small budget. Full details and costs are here.
Do you do corporate gifts or larger orders?

Yes. Email me at hello@space-play.co.uk with roughly what you need and when, and I'll tell you what's realistic. Lead times for larger runs are longer than for single pieces, so the earlier you ask the better.
Can I stock Spaceplay in my shop or gallery?

Yes, wholesale rates and MOQs can be offered to suitable partners. Send me an email to hello@space-play.co.uk with some information about you and I'll send you my full terms.
How do I get hold of you?

Email hello@space-play.co.uk. It's me who answers, so it isn't instant. I usually reply within 7 days