GENERAL

Who are Pendraken?

Pendraken Miniatures was formed in 1992 by Dave and Lynne Pengilley, focussing on 10mm scale miniatures.  As the business grew, more members of the family became involved in the business and we've all now worked for the company at some point.  The current workforce consists of:

Leon - Day-to-day jobs, looking after the emails, website and Forum, keeping on top of the sculptors/releases and generally greasing the wheels of the Pendraken machine!

Dave - Our founder, takes care of all the moulding and casts most of the 20th Century orders.

Adele - Leon's better half, who does our accounts, packaging, show prep and other random jobs!

Ian - Our main caster, who joined us in 2014 and casts a variety of orders, mainly pre-20th C and Fantasy/Sci-Fi.

Mike – Mike’s been with us since 2018 and takes care of Fantasy, Napoleonic and AWI orders.

Jess - Jess looks after all of the checking and packaging of orders, packaging stock for the shows, and a variety of other jobs.

Jackie – Jackie is also part of our packaging team, checking and packaging orders as well as other odd jobs.

Ashley – Ashley joined us in 2020 as a 2D designer and looks after our MDF designs and running the laser machines.

Joshua – Joshua joined us in 2020 and looks after our MDF designs and running the laser machines.

Ian – Ian is our latest addition to the casting team and is currently getting up to speed on our various ranges.

There is also a large team of designers as well, including Tony Q, Phil Lewis, Martin S, Steve Cox, Matthew Kallechy and Clibinarium, so quite a few people in the Pendraken machine!

Are you adding figure 'X' to your ranges?

We are constantly releasing new items, usually somewhere around 200 new 10mm products each year, so there's always something new on the way.  We update our Forum regularly with the latest sculpts to arrive at Pendraken HQ.  If there's something which you'd like to see added to our catalogue, the best thing to do is make your suggestion on our Forum, and then other people can add their votes.  The more votes it receives, the more likely it is to reach production!  We regularly update the request lists, and compile a Top 10 to keep people in the loop.

Are your figures compatible with 'Company X'?

The simple answer is maybe? We don't have a selection of figures from other 10mm companies, so the best thing to do is post on our Forum and our super helpful members can offer their advice and some pics if you're lucky!
  Generally, we try to make sure that our ranges are as comprehensive as possible, and are constantly working to achieve this.


PRODUCTS / WEBSITE

What scale is 10mm?

10mm is generally regarded as being equivalent to N-scale, so between 1:144th and 1:160th.  Our vehicles are scaled to 1:150th to sit within that range, with the foot figures usually being 10mm to the eye and around 11.5mm overall height.  There are slight variations between different sculptors, but we do try and keep to a standard size across our ranges.  As we're almost 30 years old now, there are some older ranges and vehicles that were sculpted a long time ago and we'll be replacing these as we move forward.

I am outside the UK, do I pay VAT?

No you don't, the website shows both VAT and ex-VAT prices for you. When you place the order through the website, the Basket will automatically deduct the VAT from your order when you get to the Checkout.  Printed materials are 0% rated for VAT, so there is no VAT to be deducted from our rulesets.  For customers in the EU, please be aware that you may be liable for import VAT and handling fees on any packages coming into your country.  Please check with your local postal/customs officials for more details.


Can I change the composition of the army packs?

Our army packs are all discounted by 10%, and are often designed to match up with the composition of our moulds. However, you can change upto 2 of the packs within them, so swapping 3lb guns for 6lb guns, or swapping Dragoons for Hussars is fine. Once you have placed your order through the website, just pop us an email to let us know the changes you'd like to make.

Can you produce custom sizes of MDF bases?

Indeed we can, no problem at all. Drop us an email to confirm the sizes you need and we'll get back to you with a quantity per pack. Orders can then be placed using the custom 'BSX', 'BCX', 'BHX' and 'BOX' codes at the bottom of the base lists and inputting your requirements in the text box.  The quantities per pack can be found on our Bases Matrix here.

What thickness of MDF do you use?

Our standard thickness is 2mm but we can also provide 3mm on request.


ORDERING / ORDERS

How do I place an order?

You can order by several methods:

- Website - Simply browse the products, and add the items to your Basket. Proceed to the checkout and payment can be made by card, PayPal or cheque.  There is a Guest Checkout facility as well, so you do not need to register for an account.

- Email - Pop us your order using the 'Contact Us' section of our website, and we'll get back to you to confirm the price and your preferred payment method.

- Telephone - Give us a ring on 01642 460638, and we'll take your order and card details over the phone.

- Mail - Send us your order in the post, and we'll get it all sorted out for you.

How can I pay for my order?

The website offers card, PayPal or cheque for all orders, please make cheques payable to 'Pendraken'.  We can also accept orders for collection at any of the wargames shows or Pendraken HQ.

How much is shipping?


Do I have to register on the website to place an order?

No, not at all, if you don't want to register on our website then you can either Checkout as a Guest or simply pop us an email with your order and we can arrange payment.

My order is showing as 'Pending', what does this mean?

The Pending status means that we have received your order and it is currently being prepared.  Miniatures will usually take around 7 days to get cast up and ready, whereas stock items would be ready to ship in 1-3 days. 

My order is showing as 'Incomplete', what does this mean?

This means that there was a problem with your payment and we have not received it yet.  This can sometimes be a problem with PayPal or a delay on a card payment.  If you're not sure what's happened, please get in touch and we can check this for you.

How long does it take to receive my goods?

Due to us having over 4200 miniatures items in our catalogue now, we do not hold stock of figures and all of our products are cast to order.  We normally aim to get everything cast up and sent out within around 7 days, but this can take longer when we are busy with shows, or due to illness, etc. We do keep accessory items on hand, so bases, paints, decals, resin buildings, etc, are all in stock and are generally shipped within a few days.

Can I order by telephone?

Yes, no problem at all, just give us a ring on 01642 460638, and we'll take your order over the phone. We work a variety of shifts though, so the best time to catch us is usually from 10am through to around 6pm.

Can I visit and pick up an order in person?

Yes, no bother at all! Let us know when you intend to visit and also a list of what you'd like to collect. Please give us a few days notice to give us chance to get it ready for you, as we do not hold stock of our miniatures ranges. Our address is:

Pendraken Miniatures
Cleveland House, Webb Road
Skippers Lane Industrial Estate
Middlesbrough
TS6 6HD


Give us a shout if you need any directions.

Can I pick up an order at a show?

Yes, we can sort this for you, no problem! The website has a ‘Collect at Show' postal option available, so simply choose this at the Checkout and then add the event you'd like to collect at in the Comments box on the following page.  Alternatively you can email us a list of what you would like and we'll get it all prepare for your chosen event.  Please note that we need pre-orders sending through at least 7 days before the event, to give us chance to get them ready for you.

Can I make custom orders?

Yes, we can do custom orders on most of our ranges. The best thing to do is send us a list by email, stating which code and figures you would like, for example NPF1 - French Line x 24 figures, NPF3 French Officer x 3 figures, etc. We will total everything up, and get back to you to confirm the price and your preferred payment method. Please note that custom orders are priced higher than regular orders.

Can you send me samples?

We can send out some samples, no bother at all. Pop us an email stating which ranges you are interested in, and also your address, and we'll get some sent out for you.

Can I buy your products elsewhere?

We don't have any shops who stock our full ranges at the moment as we lose money on discounted trade orders. There are some businesses who can buy from us on request:

  Dark Horse Hobbies (USA) - https://darkhorsehobbies.com/


I ordered through the website and then added some items by email as well, but these are not shown on my Shipment Confirmation email?

We are unable to edit the orders already in our website, so the order shipment confirmation will only show the items on your original order. Nothing to worry about though, if we confirmed receipt of your extra items, and you've paid for them, then they will be in the package as well. Once it arrives, give it a check over and let us know if there's any problems.


SHIPPING

How long does it take for my items to arrive?

UK packages are sent 2nd class and are usually delivered within 1-2 days normally. There can be delays caused by Bank Holidays, Christmas, etc.
European packages are sent by Airmail, and are usually delivered within 3-7 days normally. Occasionally there are delays depending on where you are.
Rest of the World packages are all sent by Airmail, and should be with you within 7-14 days usually. We do get the odd package which is rerouted by Surface by the postal people, so these can take a lot longer, up to 6 weeks sometimes. Luckily this doesn't happen very often. There can also be delays caused by the various Customs people around the world.

For all orders, please allow a suitable length of time before contacting us, 7 days in the UK, 2 weeks in Europe, and 4 weeks for the Rest of the World if possible. Unfortunately, once the package leaves our hands, there's not a lot we can do to speed up its delivery.

What shipping method do you use?

The majority of our packages are sent through Royal Mail, either 2nd class in the UK, or Airmail for international packages. We will occasionally use courier services, but this is generally on larger orders over the 2kg threshold, where the costs through Royal Mail become quite high.