FAQ overview

Questions

Duncans Model Trains FAQ

30 Day Money Back Guarantee
Cancel Items from an Order
How are my products delivered to me?
How can I pay for my order?
How do I buy items from your website?
How fast is my order processed?
How will I know whether or not my order went through?
WEEE Regulations

Answers

30 Day Money Back Guarantee

All Duncanstoychest.co.uk products are covered by our 30 Days Money Back guarantee.
If you are unsatisfied with your purchase or if you change your mind, simply return the products to us in its original packaging and saleable conditions within 30 days from the date of order. We will then refund your money (minus postage charges) or do an exchange for you as you wish.
How to Claim: Please contact our friendly customer service and we will organise an exchange or refund to you. You MUST contact us first before returning the item.
Terms and Conditions:
1. Claim must be made within 30 days from the date of order.
2. Items must be in original packaging and in resaleable conditions.
3. Return the item within 14 days after we issue you the return number.
4. Exchanges must be of the same value. If the replaced item is of greater value the customer agrees to pay for the difference.
5. Refunds will be issued by direct bank deposit, credit back to your credit card or credit into "Your Account" with DuncansToyChest.co.uk.

Cancel Items from an Order

You can cancel or amend any order placed with DuncansToyChest.co.uk, provided that the order has not yet entered the packing process.

If the order you want to cancel is listed as "Items Dispatching Soon" or "Items Dispatched", you will need to wait until the order is delivered to you before you can cancel the order. Please read the Your Statutory Rights help page to find out more.

How are my products delivered to me?

For local deliveries in the UK
We send most orders using Royal Mail, We no longer offer a choice of 1st or 2nd, but most items are sent 1st class.

Some deliveries can also be sent via Courier, including most orders weighing over 2kg.

International delivery:

International deliveries are sent by Airmail.

How can I pay for my order?

You can pay for your order by Credit Card (Visa, Master card), or with your Debit card (Solo, Visa, Maestro), or by Cheque.

To pay by cheque select "Cheque / Money Order " at checkout. Fill out your details then print out the confirmation invoice once checkout is complete. Attach a cheque or postal order to the invoice and send it to us at - Duncans Model Trains, Unit 13 Midlands Ind Est, Holt, Trowbridge, Wiltshire, BA14 6RU.
Please note that a contract of acceptance of your order has not been entered into, until your order has been shipped.

How do I buy items from your website?

Shopping on DuncansModelTrains.co.uk is simple and safe. Click the Add to Basket button next to the item you would like to order, and item will be added to your shopping basket, where you can later adjust quantity or remove items.

To complete your purchase: Press "Checkout " ( under basket subtotal) or "Checkout" ( top right of page)
To remove an item from your basket: Either click the x next to the item in your basket or, Click the "My Basket " link at the top of the page then click the bin icon next to the item, then continue shopping or go to checkout.
To add more of a particular item type the amount in the "Qty" then click "Update Shopping Basket

How fast is my order processed?

Orders are processed and picked for delivery within 24 hours. Courier service will then deliver the order within 3 working days.

Some items take 3 - 5 days to be sent. You can check the delivery time of your items by checking the "Stock Availability" column on each item.

Just to let you know that whilst most items arrive with our customers within the estimated delivery times, Royal Mail delays do occasionally happen. So we'd ask you to wait for a period of 14 days for UK deliveries, and 21 days for overseas deliveries before contacting us to report a missing delivery.

How will I know whether or not my order went through?

At the time you place your order, a thank you letter will be emailed to you with a information about your order

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

DuncansModelTrains are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new Controller from us we would accept their old Controller and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

If you wish to return your WEEE item, please contact us at the telephone number / E-mail address below:

help@duncansmodeltrains.co.uk 01225 783280

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

What is your return policy?

If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged items without charge to you, provided you return the damaged item(s) to us within 30 days of taking delivery.

See Distance Selling for more information