FAQ

1. Is the price for a single miniature or a unit?
- The price in all categories is per one miniature.

2. Do you take commissions?
- Yes!  If you need painting, converting, sculpting, assembling, cleaning, literally anything regarding the hobby, don't hesitate - simply contact us via [email protected].

3. What information do you need to prepare a precise quote?

  •  Name – First and Last Name

  •  Country – What country are you from?

  •  Models – What models do you want us to paint? 

  •  Assembly – Do your models require assembly or some conversions?

  •  Painting – We offer 4 painting levels at the moment but we can do something even more spectacular. Let us know which level are you interested in. 

If you want to help us and speed things up please download, fill and send to us this file: DoI Instruction -> instead of contact form directly to our email ([email protected]) as you won't be able to attach it through contact form.

4. Do you ship internationally?
- Yes! We send packages worldwide!
If you'd send your models we'd suggest to send packages via couriers like UPS, FedEx etc.

Please have in mind that we only cover the cost of shipping the models back to you.

When sending parcels to us, you are responsible for selecting the shipping method and paying for the shipment.

5.  Are Customs Fees included in quotation?
- No.

When we dispatch a package internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the dispatched goods arrive at the country of destination.

You are responsible for ensuring compliance with the laws and regulations of the country of destination.

Den of Imagination does not have any responsibility for these additional charges that may apply. We are based in Poland and are part of the EU, so this applies to all countries outside the EU. Due to Brexit, customs fees now apply to the UK as well, so UK residents are responsible for any applicable duties and charges.

Generally, buyers pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

The customs code for miniatures for the US is "9503.00.00 – Toys, including riding toys other than bicycles, puzzles, reduced scale models," and as such, they should most often be exempt from any duty fees, though taxes are usually applied.

We always declare the full value of shipments for insurance purposes.

6. Can I visit your studio?
- Of course! Contact us and we will set you up. You will even get some free cookies!

7. Is there a minimum commission cost?
- Yes. Minimum commission cost (our services) is 1500+ USD. 

8. Do you take single miniature commissions?
- Yes we do but it costs slightly more than if the miniature was a part of the whole army.

9. Do you provide safe packaging? Will my models be safe?
- Yes! We take very good care of your models and pack them very carefully and all packages are insured. Check the unboxing 
process of one of our packages at MWG>>.

10. Can I choose an artist that will be working on my commission?
- Theoretically yes. However it will take a lot more time to finish the project and will be more expensive.

11. Can I get a tutorial how you painted my models?
- It all depends. If the process is too complicated we would have to charge for it extra.

12. What type of payment do you accept?
- We accept Paypal, international bank transfers and card payments via the "imoje" payment system.

13. Do you have a commission queue? 
- We usually inform about how long is our commission queue in our e-mails. 
The queue time we provide is the lenght of how long will your order wait until we start working on it. 
So if the queue is 18+ weeks long, it means that after the 18+ weeks have passed we will start assembly/converting/painting etc.

14. What happens if I am unable to pay for my commission?

- If you are unable to pay for your commission, just let us know — we’re happy to postpone the payment or arrange an installment plan tailored to your situation.

However, if your commission is completed and we do not hear from you for one month, we will prepare a final notice and notify you via multiple channels (email, and possibly WhatsApp if we have your number).

If two full months pass without any communication, your models will be prepared for auction.

We can wait up to six months for payment, but only with regular contact. A lack of communication is what triggers the auction process — not the lack of payment alone.

15. What happens to the leftover model parts from my commission?
- Any extra bits, spare bases, or unused model elements from your project will be disposed unless you specifically request them to be returned. If you'd like us to send them back, please let us know when placing your order.

16. How long is the quote valid?
- All quotes are valid for one month from the date of issue. After this period, pricing may be subject to adjustments due to material costs or workload changes.

Once the quote is accepted, the price remains fixed unless there are changes to the initial concept, unexpected issues arise, or an extensive feedback loop leads to modifications during or after the work has started.