We have compiled a list of questions asked by our customers over the last few years and have listed them below.

1. How easy is it to shop online?

We have designed the Trainsontime website to be very user friendly, simply browse through our catalogue and click on any items that you wish to buy and put them into the shopping basket. When you have made your selection, click on 'checkout' You will then be asked to provide details so that we can process the order.

2. What payment methods do you accept?

We accept payment by Cash (sent by registered mail) Cheques and Postal orders. We also accept Credit and Debit card payments which are processed through PROTX. In addition to these payment methods we are now able to offer PayPal, the safe online payment system that allows you to pay with your credit or debit card. Buyers from outside the UK please note: WE DO NOT ACCEPT CHEQUES OR MONEY ORDERS IN ANY OTHER CURRENCY OTHER THAN GB POUNDS STERLING.

3. How long does it take for my order to be processed and posted out?

We try to process all orders, where possible, within 24 hours. Whilst most items will be despatched within one working day, please allow 3-5 days for delivery within the UK. 5-7 days for Europe and 7-14 days Rest of World. Where SURFACE mail is selected the delivery time will be much longer 2-5 weeks for Europe 6-12 weeks Rest of World.

4. Which company do you use for deliveries?

For U.K. orders which weight less than 2KG we use Royal mail using the first class service, orders which weight over 2KG are posted via Parcelforce 48, we also offer a premium delivery service which is sent via Parcelforce 24 and a tracking number is supplied which can be traced at www.parcelforce.com

5. Do you post items overseas?

Yes, For overseas and non-mainland UK deliveries, postage will be charged at cost PLUS a small fee for packaging and handling. Items mailed outside the UK will normally be sent Airmail and insured for £30.00. Heavier items may be sent Surface mail (if selected) and will normally be insured for £30.00. If a buyer requires enhanced insurance or an expedited service please email us for a quote BEFORE placing your order. Trainsontime reserves the right to replace any of the above services, without notice, for a similar or enhanced service, where we deem it to be more appropriate. Enhanced insurance up to a value of £200.00 starts at just £1.00 extra and is highly recommended.

6. Do you have a refund policy?

If you are not happy with your purchase, please return it to us within 7 days. We will make a refund, provided the goods are returned in perfect condition and in their original packaging. Please return the delivery note with the item and state the reason for the return. We do not refund postage costs unless an item arrives damaged due to our negligence or is faulty.

7. What happens if my order is damaged / lost in the post?

Items lost or damaged in the post that have been packed correctly are usually insured, we will fill out any necessary claims forms at the post office on your behalf and liaise with the correct Postal service to achieve a satisfactory outcome on your behalf. In the event that this becomes necessary please be aware a refund will be made as soon as we have clearance from the Royal mail/Parcel force, this can take several weeks but we will endeavour to keep you informed of all developments as appropriate.

8. Why are some of your products described as unboxed?

We purchase large quantities of Hornby train sets and split them into the individual components, therefore we can sell the locomotives, rolling stock, track and controllers at greatly reduced prices. Where possible we will keep the items in the polystyrene insert for maximum protection during posting.

9. DCC fitted and DCC ready, what is the difference?

The major model railway manufacturers have two types of locos available for sale, DCC ready and DCC fitted, DCC ready means that there is a socket provided within the loco and all that is required is to remove the loco body and fit a decoder of your choice into the socket. DCC fitted locos have the decoder pre installed and is usually programmed to number 3.