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Orwell Model Railways
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Delivery Policy

We aim to dispatch all goods within 36 hours of them being ordered between Monday to Thursday with orders received by 2pm on a week day being dispatched the same day. Due to exhibition commitments we can not always guarantee this on a Friday.

Goods are sent using the Royal Mail, Parcel Force or APC within the UK. With Parcel Force or APC, the goods will need to be signed for and they can not be left in an unsecure location. Overseas deliveries are sent out using Airmail or Parcel Force depending upon the weight and value of the goods order. Goods sent outside of the EU may be subject to customs and import tax in the country of destination, it is your responsibility to pay these charges and any other arising in handling fees.

In the event of the goods being damaged or missing or incorrect on arrival, please contact us within 2 working days either by phone or email, so that we can arrange replacement of your goods.

Orders sent via the Royal Mail generally arrive in 2~3 working days (within the UK) of being sent occasionally things do take a little longer. If your order has not been received after 7 working days of being notified of its dispatched then contact us via email or phone and we can arrange how to deal with sending out replacement goods. If the original order does arrive then we expect the duplicated items received to be returned. If after 21 working days the goods have not been received, then we may chase Royal Mail for compensation and therefore request that you co-operate with any of their enquiries.

All goods are sent to the address we receive on the original order, for your and our protection we are unable to alter this. If the address is incorrect then the order will have to be cancelled and a new one raised. If the order has already been dispatched, we reserve the right to claim any fees arising to the delivery and return of the goods.

Split Shipments

Occasionally we may be unable to full fill your order in one go, for example this can happen when we have been away at an exhibition and stock levels do not get updated until we are back. Depending upon the order we will part ship the bulk of it and then send on the other items once they are in stock at no extra charge. In some situations we will contact you before hand and ask how you would like to proceed.

If payment has been made via PayPal then we will only take payment for the goods sent at the time, if paying via WorldPay then the full payment for goods is taken at the time of placing your order.

Orwell Model Railways Ltd
Registered Offices: Ipswich Model Railway Centre, 48-52 Tomline Road, Ipswich, IP3 8DB
Registration Number: 11052594 in England & Wales
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