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Frequently Asked Questions (FAQs)

Online Ordering:

Q: What are my payment options?

We accept payment via a selection of payment options, including Credit/Debit Card (MasterCard, Visa, American Express), PayPal or Bank Transfer.

Q: What shipping options are available?

Comprehensive domestic and international shipping is available on all orders using Australia Post, DHL Express or FedEx. Services offered by these providers may vary depending on region and are subject to change without notice.

During checkout, available shipping services and costs to your region will be displayed for the items in your cart.

Customers shipping to any metro address in Australia or New Zealand, and have a cart total over $350.00AUD will automatically be eligible for our Free Shipping program!

Q: When will my order be shipped?

We endeavour to ship all in-stock orders within 1 business day of confirmed payment. Orders with pending payments will not be shipped until full payment has been received. During peak-times or busy retail events, orders may take approximately 2-3 business days to be shipped. If your order will require longer than 2-3 business days to be shipped we will let you know as soon as possible regarding the delay.

Q: What details do I have to provide to complete my order?

For an order to be submitted successfully online, all customers are required to provide a valid first and last name, delivery address, Email, and phone number.

We recommend supplying a mobile phone number so customers can receive order notifications from our delivery partners and are kept up to date on the whereabouts of their order.

Q: Can I cancel my order?

Yes. Only if your order has not been shipped or processed by our warehouse. If an order is requested to be cancelled before shipping, a 25% cancellation and re-stocking fee is applicable to the refund amount.

If your order has been shipped, we are unable to process a cancellation or refund.

Pre-Orders:

Q: What are Pre-Order products?

Pre-Orders allow customers to order and pay for newly announced or proposed items which are not yet in-stock or manufactured. Only items with the stock status “Pre-Order” can be purchased online and will require the customer to complete full payment prior to an order being submitted successfully.

Q: Do Pre-Order products require payment?

Yes. Items with the stock status “Pre-Order” require the customer to complete full payment prior to a Pre-Order being submitted successfully.

Q: When will my Pre-Order be shipped?

A Pre-Order is an order placed for an item that hasn’t been manufactured or is not currently in stock. Pre-Orders are shipped to the customer once received in-stock.

ETAs displayed for Pre-Order items are estimations only and are subject to change without notice. It is advised that customers regularly check the item page for updates to ensure they are conscious of the latest revisions (if any) for the ordered item(s).

Delivery times for some items have been known to exceed twelve months or more and is commonplace in the market.

Q: Can I cancel my Pre-Order?

Yes. However, Pre-Order cancellations initiated by the customer will automatically incur a 25% cancellation fee. This fee, under no circumstances, will not be waivered. To avoid such cancellation fee the amount of the order can be requested to be placed into credit for purchases at a later date.

Special Orders:

Q: What is a Special Order?

If you’re looking for a rare or older model that is not stocked or listed on our website, we may be able to assist in procuring such item for you. Please complete the contact form on the Special Orders page of our website to submit a request.

Q: What is required to submit a Special Order?

For us to assist in the potential procurement of a requested item, we may require you to provide the following information:
Scale (e.g. 1:200, 1:400 etc..),
Aircraft Type (e.g. B737, A320 etc..)
Model Brand (e.g. JC Wings, InFlight 200 etc..).

If you have an item or product number available, this would also be of assistance.

Please don’t worry if you are unable to provide all of the above, our friendly team are on hand to guide you through the process and help locate the model you are looking for.

Q: What are the payment terms for Special Orders?

If the requested item can be sourced, upfront payment is required before the order is submitted to our supplier.

For Special Orders, we accept payment via Debit/Credit Card or PayPal.

Q: What are Special Order items on the website?

Items may be listed on our website with the stock status of “Special Order” and will appear in your cart as a “Back-order”. Items listed with the stock status of “Special Order” are not in-stock and will follow the terms identical to that of “Pre-Orders”.

Q: Can I cancel my Special Order?

If payment for a Special Order item has been completed we are unable to process a cancellation or refund as the product has been procured specially for you via the supplier.

Shipping & Returns:

Q: I changed my mind. Can I return my order?

No. We do not, nor are we obligated to, accept returns for orders placed in error or are not suitable.

Q: Can I return my order for exchange or credit?

No. We do not accept returns for items in exchange or credit.

Q: My order was received damaged. What can I do?

We do our utmost to ensure all orders are securely and adequately packed for delivery. Unfortunately, despite our efforts, postal/transit damage can still occur. In the event your item is received damaged, please contact our team for assistance and we’ll guide you through the process.

Q: My order might be lost or is not trackable. What are my options?

If your order is taking longer than expected to arrive, please reach out to our friendly team and we’ll look into the matter for you.

Product Safety & Care:

Q: Are the products offered by CAWA toys?

No. Unless otherwise stated, the products sold by Collectable Aircraft Wings Australia are designed as static display models and are not suitable for children under the age of 14 years.

Q: What material are the products made from?

The items we offer on our website, or may offer you when you interact with us, are mostly manufactured from diecast (metal) or resin (plastic) and may contain small detachable parts.

Q: How should I display my models or collection?

We advise customers to take extreme care in handling and displaying their collection. This includes displaying models in sealed glass cabinets and out of direct sunlight (if possible). Models should also be kept out of the reach of children to ensure no damage or injury is caused.

Q: Is keeping my models in their box safe?

Yes. Storing models in their box when not displayed or for the purpose of safe keeping does not cause any damage to the item. Care should however be taken to ensure that if items are stored they are free from extreme heat and moisture exposure as overtime this may cause damage to the model and it’s components.

Question Not Answered?

If your question was not answered above please contact our friendly team for assistance. We are on-hand during normal business hours to answer any questions over the phone, email or via our many social media chat platforms.

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