Frequently Asked Questions
We have answered a few questions that you have been asking recently. We hope you can find an answer below but, if your question/query is still unanswered, please do contact us. We endeavour to get back to you as soon as we can but please be patient with us during this challenging time!
Are you offering a Click & Collect service from your branches?
We will be offering a Click & Collect service for our Camborne shop from June 15th 2020. Until then we are offering a mail order service that is operating from our Camborne Branch. The website is available 24/7 and the phone lines are open between 0930 and 1700 Monday to Saturday. On busier days we may have to close the phone lines so the team can get through the online orders. If we do close the phone lines we will post this on the top of our website homepage.
My recent order status is shown as 'Unknown'. Why is this?
Your order will show this status until we take action with it. This may just be because we are very busy and have yet to get to your order, or, more likely, it will be because you have ordered something which is shown as 'temporarily out of stock'. In this case we will be awaiting the item to arrive back into stock from the supplier, at which point we will despatch the order. You will then receive a despatch email and the status will change to 'Despatched'
I recently placed an order online but have noticed that my payment has been refunded. Why is this?
Orders for 'out of stock' or new items yet to be released, which cannot be guaranteed to be supplied within 28 days, are refunded and the items placed on back order. You will be charged again for the items once they are either imminent or in stock.
My order has not arrived yet, but it was shown as despatched a few days ago. Why is this?
Unless we have advised that your order is being sent by DPD Courier, please allow 10 working days from the advice of despatch for the goods to arrive. 1st Class post is often delivered the next day, but delays can occur. If your delivery has not arrived within 10 working days, please check with your Post Office to make sure they are not holding it for you. If they do not have it, please contact us by phone or email.
What do I do about an item which has been delivered with a fault?
Please contact us first before returning any item. It may be something which can be remedied with advice over the phone or by email. We can then advise whether the item needs to be returned and, if so, by which method.
Can you tell me when a new release item will be available which I ordered from you?
In many cases we can, but you may be able to find out yourself without having to send an email. If it is for one of our exclusive models, please visit our dedicated page on our website. We generally can't give specific delivery dates until production has commenced, but you can often find out how far a model is progressing by using the link marked 'Limited Editions' towards the bottom of our website.
If the item is a standard range model, from either Bachmann or Hornby, please go to www.bachmann.co.uk or www.hornby.com and enter the product code into the search box. If a delivery date is available it will be shown therein and will be as up to date as any information we already hold.
How do I know if you have an item in stock in your branches Camborne or Guildford?
If you click on an item the website will indicate whether we have the item in stock in our Camborne Branch (where all mail orders are sent from). Where 10 or less of an item is in stock, the stock level will also be indicated. If you need to know whether our Guildford Branch has stock of an item because you want to visit in person, please phone 01209 714099 or email through the 'Contact Us' page. Please note that both shops are not open to customers at this time. We are only supplying goods through mail order, both through our website and over the phone.
I am in Europe and I want to order online but the website wants to charge me a large amount for delivery. Why is this?
This amount would be the maximum charge for large or heavy items. If your order is up to 1kg we currently charge £8.00 and if it is between 1 & 2kg we charge £16.00. If this is less than the amount charged by the website, we will credit your account with the difference once the order is received.
I can't see how many Loyalty Points I have when I log into my account. How can I find this?
This is correct. Your account will only show any credit you have accrued, which is earned each time you amass 500 points. The credit will be available to spend as you proceed through checkout. If you want to know your points total in particular, please contact us.
Do you have a Repair Service?
No, sorry. We will try to remedy faulty items under warranty, if possible, to prevent the need to return them to a manufacturer, but we do not offer a repair service.
Do you fit DCC decoders to locomotives?
Yes we can do this for many, but not all, locomotives. Please enter 'DCC Decoder Fitting' in the search box of our website. You will also need to select which decoder you require if you know which one you want. If you are unsure, please contact us.
How long will it take for my order to arrive?
If you have selected DPD Courier Delivery, this will normally be with you on the next 'working' day, provided you have placed your order by 1430. Working days are classed as Monday to Friday. We do not have collections at weekends or on Bank Holidays.
So, for example, if you order by 1430 on a Friday, you should receive your order on the Monday. If your order is received on the Friday, after 1430, it may not be despatched until the Monday and you will receive it on the Tuesday, or even Wednesday if the Monday was a Bank Holiday.
Items sent by Royal Mail are done so by 1st Class delivery and this is, more often than not, also next day but cannot be guaranteed.
You give free delivery on orders over £200, but the website has just tried to charge me £14.99. Why is this?
We do offer free delivery when the order is over £200. During checkout you are given two delivery options to select from. To get free delivery, you must mark the option for DPD Courier delivery and NOT the Royal Mail option. This option is provided for customers who prefer not to have courier delivery, but we have to charge this at £14.99.
I have items showing as outstanding on my online history even though you have sent them and I have received them. Why is this?
Please do not worry about this. Your online history, unfortunately, only shows online activity. If we have had to make any changes to your order through our till this activity will not be recorded on your online history, meaning some items will be shown even though they have been sent, and other items which have been ordered may not show at all. Please do not rely on your online order history. If you would like to have a list of items you currently have on order, please either contact us by email or phone.
If your question/query hasn't been answered above please contact us here.