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International worldwide Shipping
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 day. If this is not possible items will be posted the following working day. In any event all orders will be posted within 10 days.

Downloads
Downloads will not be refunded. All downloads have a time limit of 21 days. Should you fail to download your items in that time, you will have to contact us so we can reset your download count and extend the time allowed for the downloads using the contact us form.

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 charge for packaging, 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.

International Delivery
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 delivered.

Dispatch Notification
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 arrange collection.

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.

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 country.

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 phone number.

Delivery of customer orders is subject to the policies of Railwayscenics elected shipping agent.

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 conditions.

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.

Complaints Procedure
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.