Frequently Asked Questions
"I need some technical advice on a product I purchased from you"
We are happy to answer most requests for help - but with limited resources some queries can take time to answer. If you visit our Contact Us page we supply some manufacturer technical help lines which can provide answers more quickly.
"Can you post me your catalogue?"
As Internet retailers we can pass on savings and offer a wider range because we are not limited by printed media - we don't produce a catalogue. Where a manufacturer produces one we list it next to their product range and indicate the cost.
"Do you hold all products in stock?"
No, the industry works mainly on a system of batch production runs, so some models are unavailable at any point of the year. Generally about 80% of products are available.
We hold our most popular products in stock for immediate delivery, the remainder we order each Monday and usually receive them during that week- so ship them over the following couple of days. Some European manufacturers deliver to us directly - this takes a few days longer but gives us better availability - Proses, Rivarossi, Arnold, Electrotren & Jouef.
"What mains power are your items designed for?"
We are a British based retailer and all items are designed for 220-240volt AC. All items are supplied to UK customers with a 3 pin plug. (European sourced items feature a 2 pin EU plug and a British 3 pin adaptor).
"Where can I find out more about your Advance Order Price Match Guarantee and Claiming on it?"
We occasionally offer a price matching service on newly announced models. The products ranges, offer dates and terms of the guarantee can be read on this extra page. You can also access a claim form from this page. Click Here
"Shipping train and scalextric sets outside Europe."
Because of the weight and size of these items, we have to apply a surcharge to cover postage costs. This depends on your total order but typically for an average size train set would be £30- £40 and a Scalextric set about £50.
To assist in covering the cost of shipping (and because in most countries the UK 240 volt, 3 pin plug transformer will not be useable) we remove the transformer and controller. The cost saving subsidises your shipping cost but means you must obtain a Model transformer from a local supplier. In America we suggest www.walthers.com
"How do I know you have received the order?"
You will receive an automated acknowledgement after you have successfully placed your order on the screen - a copy of which is sent to the email address you gave us within about 5 minutes.
"I want to change/cancel my order"
No problem, simply email us with your order number - you can find out about returning items here.
"Where are your Term & Conditions?"
"What is the postage charge?"
We usually charge a flat rate - its all explained here.
"Can you deduct the VAT?"
All our prices include VAT (this countries Sales Tax). For customers outside the European Union who do not pay VAT we keep the VAT instead to subsidise the shipping price (hence the low shipping charge on most worldwide orders).
For customers in the Channel Islands we can deduct the VAT and charge actual shipping costs, if requested to do so.
For BFPO address we can deduct VAT and charge the actual shipping cost - but you must fax your VAT exemption certificate to us - +44 8704 586 518.
"Can I return an item?"
Again no problem, see our No quibble Guarantee for more information.
"I am looking for xxxxxxx, can you obtain it?"
Generally speaking we offer items that are available in this years manufacturers ranges - the first thing to do is search our site from the search box in each department.
If you have no luck then we don't have access to such a model.
"I am looking for a model issued in 1998 "
Sorry we don't deal in 'second hand' so we can only obtain current models for you. If its not listed we don't have access to it - sorry.
"I want to sell my collection"
Trading of models helps increase their collectibilty and it's a great way for others to add to their collection. We however do not trade in second hand models so please don't email us your lists. We can recommend www.ebay.com and www.qxl.com as great places to sell things.
"Can you send me more information/pictures?"
We try to expand the information on the site as often as possible. Some manufacturers are better than others in giving us information, catalogues and CD ROMs with their images. If our site does not hold some information you need we generally suggest checking their website first.
"I don't have credit/debit card, how can I pay?"
We are happy to accept UK cheques and postal orders. You can also send UK cash (but we can't be responsible for cash going missing in the post).
Overseas customers are advised to use a credit/debit card. If you use International Money orders or cheques make sure they are drawn on a UK bank in GBP Sterling. We do get asked if we accept direct bank transfers - yes we do - you need to email us for the bank details. The transfer must be in UK Pounds from a UK based bank - you need to ensure your transfer covers the cost of both the currency conversion and all fund transfer costs. You will find both your bank the the UK bank who handles their request will make a charge (ours makes no charge for receiving the funds)
"Can I use my Visa Electron card"?
Yes, we can accept Visa Electron cards
"How big is the model?"
If you visit our Library - link here, there is a page about scales.
"I am looking for background/historical information about ....."
Sorry, we just don't have the depth of knowledge over the product ranges we have to be able to help on research type questions. However the web is a great place for searching we can suggest the following:
"I want to subscribe/unsubscribe to your newsletter"
Could not be simpler! For subscriptions simply enter you email address into the box on the right hand side of our main page. To unsubscribe follow the instructions in our newsletter.
Simple, details are here.
We don't ring people or fax to numbers outside the UK - email is best and the cheapest solution for all of us.