Frequently Asked Questions
Q: Is it possible to order second hand items?
A: The only second hand items we have are items we are trying to clear but these are only sold over the counter. This is for several reasons including the fact that we normally only have 1 of each item in stock and these items could be ordered by a dozen or so customers- the result of this would be that only 1 would receive the item while the other 11 would have to be refunded. Additionally there is no way of displaying what condition the item is in via the web site. If we did advertise it then dispatch it, upon receipt the customer may subsequently decide that it is in worse condition than he thought or not realise the item was unsuitable for his layout and will wish to return it causing unnecessary wastage of time and postage for both the customer and ourselves. Moreover, most of the secondhand items we have are bits and pieces, ie, track, parts, accessories etc. -very few ready to run complete locos.
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Q: Can I place an advanced order?
A: We do not take advance orders for anything as there is no point. All the new items we get appear on our website within a day or two of delivery and in our advertisements after 3 to 7 weeks. From the customers' viewpoint you will probably get a better price by waiting and will avoid pitfalls, such as seeing the item you want in shops before you get delivery from the firm you gave an advance order to, the firm overlooking your order or the firm never receiving the item from their supplier. From our viewpoint, we prefer to avoid the administrative nightmare and potential loss of customer goodwill when we have no need to speed up our cash flow.
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Q: Do you know when .... will be in stock?
A: We can confirm whether we have any item in stock very quickly if you give it's correct reference number. However, we prefer not to GUESS when something we do not have yet may be coming.50 years experience has taught us that new products rarely turn up when expected. Therefore we only offer for sale items physically on our property. This policy is to avoid customer disappointment. If we are out of stock of any regular stock item it is always because there has been an unexplained holdup in the supply. Therefore your guess is as good as ours as to when it may be available again- if at all. We hold a lot more stock than our rivals and automatically re-order regular items, therefore we suggest that you should have more confidence ordering of ourselves.
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Q: Do you give a discount for bulk orders? Can you match the prices elsewhere?
A: Unfortunately the prices are fixed on the computer and cannot be altered. The administrative costs would be too high to keep altering the prices when customers ask for different ones from those stated and recorded on the computer. Also if another firm is advertising something for less than we are and a customer asks if we can do it at the same or less price it is usually because the other advertiser hasn't got any.
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Q: I live in the United States- why are there usually 2 charges, or indeed a charge and a refund a couple of days later on my credit card statement?
A: Firstly, you are charged for the cost of the products of your order (including VAT) Your order is then given to Julie Jones (export manageress) who deducts the VAT and calculates the cost of postage. We then either debit or credit the difference. For example;
£66.00 UK price of products in order (1st charge).
£9.83 Less VAT (7/47ths).
£13.20 Plus airmail postage (will vary with different orders).
= £69.37 (£69.37 - £66.00 = £3.37 Which will be the second charge).
Catalogues don't have any VAT in the price to deduct and are calculated seperately.
NB Sometimes further adjustments have to be made because of sold out or out of stock items.
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Q: I am looking for XYZ item can you obtain it?
A: First check our website for the item(s). The Search box on the Home Page may help. All the stock we have for sale is on our site somewhere, all the brands appear on our link page. Therefore regrettably new items that have not come out yet will appear on our site within 24 hours of delivery to us. If anything can't be found we cannot supply or obtain it.
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Last Updated 25/03/02
