How to order
Please contact me by email at email@example.com or by telephone on 01673 857423 (landline, text messages cannot be received), Mon-Fri 9am to 6pm, closed some Friday afternoons due to exhibition commitments, if I don't answer the phone pop your enquiry in an email if possible. Providing my Order Numbers helps with processing.
All correspondence should be addressed to:
Ms Elaine Harvey,
Trading as Elaine's Trains,
Fairfield Enterprise Centre,
Fairfield Industrial Estate,
Please note that this is just for correspondence and I do not have retail premises; collection may be possible at this location but only by prior arrangement with at least a week's notice and an order value over £100.
Easiest and quickest is Debit or Credit Card payments over the telephone only, be internet safe and NEVER put your card details in an email, I will not accept them, email is not a secure system for these details. We are fully PCI-DSS (Payment Card Industry Data Security Standard) certified.
Bank transfer to my UK bank account is another option, my non-UK customers have found TransferWise wise.com to work very well.
Alternatively payment via PayPal is possible for UK customers only: if you wish to pay with a debit or credit card I will send you an invoice through the Paypal system to your email address, it is a secure system for handling card payments, you don't need to have an account you can pay as a guest. As PayPal fees are higher than other methods, especially for small orders, we regret that orders below £20 value of goods will be charged an additional £1 to cover these costs, minimum order £5 goods value. Card over phone or Bank Transfer is preferred.
Cheques are not accepted due to clearing times and bank charges.
I am now VAT registered - my VAT number is GB393401403. If you require a VAT invoice please ask at time of order.
Shipping - charged at cost
I only charge the postage cost, no additional charge for packing materials. I always use a new box, pack well wrapping in tissue and bubble wrap as necessary, using appropriate filler (air pockets or packing paper) to minimise movement to protect your items from damage.
UK shipping for parcels under 2kg in weight and within the Royal Mail 2nd class small parcel size (45cm x 35cm x 16cm outside dimensions) are £4.69. Over this size or weight I will quote. Low value orders under £20 and within this size can be shipped for £3.49 when paid for by card or bank transfer. Larger parcels (up to 61cm by 46cm by 46cm are £6.69 if under 2kg or £8.19 if under 10kg.
Long track orders are shipped in a very stout box (designed for golf clubs!) via EVRI (Hermes) and cost £5.50 for up to 2kg in a box measuring 110cm by 10cm by 10cm
EU, Australia, New Zealand, Canada, the USA and elsewhere
Happy to ship worldwide including to the EU again, as I am now VAT registered I do VAT free for export, except books and catalogues, which do not incur UK VAT. UK VAT is 20% so the price you pay can be calculated by multiplying the item price by 5 and dividing by 6, so for a £50 item the price you pay will be £41.67. Postage via Royal Mail (always a tracked service) is VAT free. However, to account for the extra paperwork involved we regret to apply a minimum total order value excluding postage of £20; orders below £20 in total value will not have the VAT deducted.
Royal Mail parcels need to be below 2kg in weight and 90cm in total parcel dimensions (length + width + height) to be reasonably priced; parcels over this size can be very expensive, ask for a quote.
The parcel will have a customs declaration of the full value as per customs regulations, the tariff code is 95030030. I am not liable for paying customs duty or import taxes on your behalf - and you may be charged a handling fee. I have no control over this.
Apologies, I am not accepting PayPal payments from outside the UK as the fees are too high.
Note that some EU deliveries are taking 8 weeks to be processed by customs in the EU. We have experienced a parcel being refused by customs due to "failing electronic customs checks", as we have no control over this your postage will not be refunded if this happens again, please ensure we have a contact phone number and email address so the customs authorities can contact you.
Please note the prices listed are the prices charged, I consider my prices competitive, all locos are checked tested and serviced before listing, I always aim to source good quality goods, I try to give an honest description of the goods available, if you are unsure about an item or need further information please ask, I am always happy to help.
Always happy to discuss compatibility of items - for example Tri-ang locos may not be compatible with new Hornby controllers or track even though the couplings are the same as the current controller design doesn't provide enough power for the older models and the wheels on some Tri-ang do not run through the new Hornby points without jumping.
Please contact us before returning an item or if there is a problem so that I can sort it out - if you have to return an item to us I will only pay for second class signed-for postage.