Postage Charges, Refunds and Returns
- Shipping & Delivery
- UK postage is charged at a flat rate of £3.50 per order however in the case of small orders than meet Royal Mail's large letter criteria when packed the postage will be reduced to £1.50 and the excess refunded.
Click here to see Royal Mail's explanation of large letter size and weight (external link).
Orders are despatched by Royal Mail 24 post.
We are happy to post to destinations outside the UK - but need to calculate the postal charge manually. Overseas customers should select PayPal as the payment method, pay for the goods and we will send you a PayPal invoice you for the postage. This must be settled before the goods are despatched.
If you live in the Shrewsbury or Telford area then you are welcome to call in and collect your order, examine something that you are interested in, browse or just chat - click here for directions and opening hours.
Warning - use the directions above rather than SatNav.
- Privacy & Security
- Returns & Replacements
All UK retail sales are covered by the Consumer Protection (Distance Selling) Regulations 2000. Click here for more information (external link).
If you are not happy with any items you purchase from us please return them within 14 days. We will be happy to refund or exchange them provided they are returned complete and in the original packaging.
We offer a 6-month warranty on all new products as standard, however, brand-new Hornby items come with a 12-month warranty. Most manufacturers offer a further 6 months on items bought from us. However, if an item develops a fault after this time you can still contact us for help and advice, we'll do our best to resolve the issue for you. If an item is replaced between 9 - 12 months after purchase, a warranty of 3 months will be given on the replacement item.
It is preferable to contact us by email or telephone before returning a product thought to be faulty. Often we can diagnose problems and advise on how to resolve most issues without the item needing to be returned. If you email please allow up to 24 hours for a reply.
In order for us to be able to process returns quickly and effectively, please enclose a covering letter detailing the following:
The fault with the item
The order number
Your contact details including telephone numbers (works, mobile etc)
Details of any correspondence (name of person spoken to, copy of letter, printout of email)
The cost of return postage will be reimbursed in the instance of faulty or incorrect items, if requested in the covering letter, and returned by the appropriate option of:
Royal Mail Second Class with "Proof of Postage" for parcels below 1Kg
Royal Mail "Standard Parcel" for parcels weighing more than 1Kg
"Proof of postage" certificates are available free-of-charge from post offices, and avoid the need to use services like "Signed for" or "Special Delivery". They ensure that, in the event of a missing parcel, you can prove it was posted to us.
Please return the items to us using the most economic method, in most cases this will be by Standard Airmail.
Faulty, Damaged or incorrect items:
If you receive a faulty, damaged or incorrect item from us, we would appreciate a notice from you within five days of receiving the item. The item(s) should be returned to us in the condition they were received, preferably in the original parcel/wrapping within 30 days. If it is not possible to return the item(s) in the original parcel/packaging they should be suitably packaged to prevent further damage whilst in transit.
Missing or damaged components:
If a particular component is damaged or missing, we will often only require the damaged item to be returned to us (rather than the entire set). In this case we will confirm what we require, in order to remedy a problem.
Any unwanted items will be refunded if returned within 14 days, in its original, unopened packaging.
Our procedure, once items have been returned to us:
Items will be tested as soon as is possible, and dealt with appropriately. Any goods that are tested and found to be in good working order will not be eligible for replacement, and will be returned. In some circumstances, it may be necessary for an item to be returned to the manufacturer. Should these circumstances arise, we will notify you. Faulty items must be returned to us, before we can start the process of replacing them.
Please address returns to:
8b-8c Rodenhust Business Park
When returning items please please obtain proof of posting. We cannot be held responsible for items lost in transit.
The shopping system will not normally allow you to order items that
are out of stock, or more items than we currently have in stock.
Occasionally the stock figure on the web site is incorrect.
UK Customers: If we cannot supply your order in full I will despatch the available items and the balance will follow once it is available. There is no extra postage charge for the second despatch.
Overseas customers: Normally we will wait until all items are available for a single despatch.