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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 SAGEPAY. 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, but please bear with us during busy periods where this may not be possible. Whilst most items will be despatched within one working day, please allow 3-5 days for delivery within the UK. 4. Which company do you use for deliveries? For most U.K. orders we use Royal Mail 1st class recorded delivery or Parcelforce which is fully insured and a tracking number is supplied with every order which can be traced online. 5. Do you post items overseas? We have made it very simple for our European and non-mainland UK customers to shop online, we offer a fixed postage cost for each country which allows any order under 15Kg to be dispatched the same day. For European and non-mainland UK deliveries, we use Parcelforce's Euro 48 service which is trackable on line and fully insured. It is a fixed price per country and limited to 15Kg per total order. This service can be purchased here Items mailed outside the EU will normally be sent via Royal mail Airsure and insured for £39.00. Items over 2Kg will be sent via Parcelforce and charged at cost. 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. 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 Fed-ex / Royal mail, 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.
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