Email Template for Customers Use
Copy and paste this template, then fill in your specific details
To: help@gundamexpressaustralia.com.au
Subject: [Your Name] - Spare Part Request
Hi Team,
I need help with a broken/missing part from my Gunpla kit.
My Details:
- Name: [Your full name]
- Phone: [Your phone number]
- Email: [Your email address]
Purchase Information:
- Order Number (if bought from GEA): [Order #]
- OR purchased from: [Other retailer/seller name]
- Purchase date (approximate): [Date]
Kit Information:
- Kit name: [Full kit name as shown on box]
- Kit grade/scale: [e.g., Real Grade 1/144, Master Grade 1/100]
- Runner letter: [e.g., Runner A, Runner B]
- Part number: [e.g., A-12, B-7]
Issue Description:
- [ ] Part broke during building
- [ ] Part was missing from kit
- [ ] Part was broken in shipping
- [ ] Part was lost during building
- [ ] Worn or loose part after building
Brief description of what happened: [Explain in a few sentences]
Photos Attached: I've attached the following photos:
- [ ] Close-up photo of the broken part showing damage clearly
- [ ] Photo of the part's location on the runner (where it was attached)
- [ ] Photo from instruction manual with part circled/highlighted
- [ ] Photo of the kit box (front cover)
- [ ] Additional photos if needed
Important Notes:
- All photos are high-quality and well-lit
- I have kept all broken pieces
- I understand replacement parts typically take 6-8 weeks to source
Shipping Preference:
- [ ] Free standard letter post (untracked, up to 7 business days)
- [ ] I'll pay for tracked parcel post (please invoice me)
- [ ] I'll pay for express post (please invoice me)
Thanks for your help getting me back to building!
Cheers,
[Your name]
Quick Photo Guide for Customers
📸 What We Need to See:
1. Broken Part Close-up
- Show the break/damage clearly
- Good lighting, sharp focus
- Multiple angles if complex break
2. Runner Location
- Show where the part was attached to the runner
- Include the runner letter/number in the photo
- Help us identify the exact part location
3. Instruction Manual
- Find the part in the instructions
- Circle or highlight it clearly
- Take a clear photo of that page
4. Kit Box
- Front cover showing full kit name
- Must be readable in the photo
- Helps us confirm exact kit version
❌ Photos That Slow Us Down:
- Blurry or dark images
- Too far away to see detail
- Missing any of the required shots
- Photos that don't clearly show the damage
Email Checklist Before Hitting Send
- [ ] Subject line includes your name and "Spare Part Request"
- [ ] All your contact details provided
- [ ] Purchase information included (order # or where you bought it)
- [ ] Complete kit information filled out
- [ ] Clear description of what happened
- [ ] All 4 types of photos attached
- [ ] Photos are clear, well-lit, and show required details
- [ ] You've kept the broken pieces
- [ ] Shipping preference selected
Missing any of these? Your request will be delayed while we ask for the missing information.
Ready to send? Double-check your photos are attached and all details are filled in. We'll get back to you within 24 hours of receiving your complete request!
