Broken or Missing Parts Email Template

Email Template for Customers Use

Copy and paste this template, then fill in your specific details

To: help@mechaexpressaustralia.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 MEA): [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
• I acknowledge that if this kit was NOT purchased from Mecha Express Australia, there will be a cost associated with supplying replacement parts
• I understand that costs vary depending on the type of part and number of parts required
• I understand that MEA may not be able to access parts for my kit
• I understand that I will need an account with MEA to be invoiced if parts are available

Shipping Preference:

• [ ] Free standard letter post (untracked, up to 7 business days) - Included for replacement parts
• [ ] 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]

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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

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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
• [ ] You acknowledge that costs apply for kits not purchased from MEA

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!

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Replacement Parts Policy

For Kits Purchased from Mecha Express Australia:

• Replacement parts for manufacturing defects or shipping damage are provided at no charge
• Free standard letter shipping included (no tracking, up to 7 business days)
• Processing time: 6-8 weeks to source parts from manufacturers

For Kits NOT Purchased from Mecha Express Australia:

• Costs apply for sourcing and supplying replacement parts
• Cost varies depending on the type of part and number of parts required
• We may not be able to access parts for all kits
• If we can access the part, we will invoice you
• You must have an account with MEA to proceed with paid part requests
• Free standard letter shipping included (no tracking, up to 7 business days)
• Processing time: 6-8 weeks to source parts from manufacturers

By submitting a spare parts request for a kit not purchased from Mecha Express Australia, you acknowledge and agree to the costs and terms outlined above.