We want you to be completely happy with your purchase from Railwayscenics,
however we do understand some items are not always suitable once you receive
them or may develop a fault once received.
Returning items is as easy as if you had bought them from a shop. Simply
follow the instructions below depending on whether the item is faulty or being
returned under the 14 day returns policy.
Where possible, orders placed by 12.30pm will be packed and posted the same
working day. If this is not possible items will be posted the following working day. In
any event all orders will be posted within 5 working days.
We currently take all of our parcels to a local post office, where we always
obtain a certificate of posting, which we keep for 16 days. We need this to make
a claim should your items be lost or damaged.
Packaging and Delivery Costs
Railwayscenics offer a range of delivery options, which depend on the total price and
total weight of your order, your delivery address and the speed with which you
require the goods. These costs are calculated on the shopping cart page of the website,
and you do have the option to change your country to get overseas postage rates. They
are based on the total weight of your order, so as new items are added to the
cart, the price will automatically be adjusted.
Our delivery costs include a fixed charge for packaging and handling, so will be
higher than the stamp or postage costs.
At the final checkout stage delivery costs are calculated on the weight of
your complete order. If you think that the postage costs are excessive,
send us an email stating your concerns before placing your order.
Please note due to Royal Mail safety regulations we are unable to post
Paints, Aerosols and Thinners etc to overseas customers. Please see Royal Mail
Website and the page about Prohibited Goods for more information.
Any orders containing prohibited items will have the items removed and a
partial refund will be arranged.
The maximum order weight for international parcels is 2kg. If your order is
above this weight, we will remove items so the total weight of the order is
below this figure and offer a refund of the item removed.
We have now decided to send all international deliveries over £10-00 using a tracked
method of delivery. You will be asked to sign for the parcel when it is
We will notify you by email when your order has been despatched. This email is
sent to the one used to register on the site.
Expected Delivery Times
By default we use Royal Mail for most of our deliveries. There is an option at
the checkout stage for you to alter the service used. We now offer 1st, 2nd and Airmail
as the choices for delivery. We also offer recorded deliveries in both first
and second classes. Delivery will be made to the shipping address specified on the
original order. Any subsequent change of delivery address will incur additional charges.
Should no one be available to receive the order a card should be left for you to
Delivery times are given as a guide only, if the delivery is urgent or required
for a specific date then the next day guaranteed delivery service should be used. If
requesting next day delivery, please note our cut off time is 10-30am. Any order
placed after that time, will be sent the following day.
Royal Mail First Class aims to deliver within 1 working day from dispatch and
Second class is estimated to be delivered within 2 days of dispatch.
Royal Mail Overseas generally delivers within two weeks, although this can be
longer at peak times and may be subject to customs and import delays at the destination
Any delivery dates given on this website are only an estimate and should be used
as a guide. If in any doubt, information on delivery times can be found on the
Royal Mail website
Royal Mail should not leave parcels outside, and we have no way of leaving
them instructions on a safe place to leave parcels. If we receive any
instructions where a parcel should be left, they will be ignored.
Our courier will also make up to two delivery attempts. Additional charges will be
made for subsequent delivery attempts which will need to paid for before delivery is
attempted. We are getting instructions from more and more customers recently on where a
parcel should be left. Our courier service is a signed for service, therefore
deliveries cannot be left in a safe location. They may be left with neighbours
if a signature can be gotten for the delivery, but this is down to the
discretion of the delivery person.
Delivery can only be made to a P.O. Box address if you provide us with your
Delivery of customer orders is subject to the policies of Railwayscenics elected
In the event that a customer cannot take delivery, it will be the customers
responsibility to retrieve the product according to the policies of the
shipping agent. If collection of a parcel is not made, that parcel may be
returned to us. Additional costs will be incurred to redeliver and these will be
passed on to the customer before delivery will be attempted.
Full delivery terms and conditions can be found in our general terms and
Inspection of Consignment
Please inspect the outer packaging and the contents of all parcels before
signing the carriers delivery note. If any part of your order is defective or
missing, please reflect this on the carriers note.
Please do not accept delivery without checking the delivery.
Signing as NOT CHECKED will not cover you should an item be damaged or
missing. We make insurance claims from the couriers and you should be aware of
their policies regarding damage and missing items.
Non Delivery of a parcel
Should you contact us regarding a non delivery of a parcel, we will always
advise you to wait a few more days, or to contact the local sorting office to
see whether they have the parcel. We will contact your local sorting office also
to see whether they have the parcel, and whether a card was left. In the event
of not being able to find the parcel, a report is sent to Royal Mail, with a
compensation claim. Royal Mail will carry out an investigation and if necessary
report their finding to the police. We report all claims we make to Action Fraud
and leave it to them to decide on any further action. We will help both Royal
Mail and Action Fraud in any way that we can including the release of data if
asked. We are in no way suggesting that every non delivered item is fraudulant
so please dont take offense from this past text. It is just a policy that we
have adopted to ensure that if nothing else we are compensated for the
Should any product, or service, offered by Railwayscenics. not meet with your
full satisfaction please inform us, and we will deal with your comments or
complaint as soon as possible. Please use our online contact us form to provide
us with your name, address, and telephone number or e-mail. Please also state
clearly your complaint or problem. We will acknowledge your correspondence by
return, and try to resolve the problem within 3 days. We welcome any comments or
suggestions for improving our service to our customers.
Full terms and conditions can be seen in our terms and conditions page.