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FAQ
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Top 5
what are the shipping costs
The Netherlands: € 5,95 and € 2,95 from € 35,-
Europe (only destinations within the EU)
Our shipping costs are different for each country.
The Netherlands € 5,95
Belgium € 9,95
Germany € 9,95
Luxemburg € 9,95
France € 17,95
Austria € 13,95
Ireland € 17,95
Italy € 16,95
Spain € 18,95
Portugal € 17,95
Europe (only destinations within the EU)
Our shipping costs are different for each country.
The Netherlands € 5,95
Belgium € 9,95
Germany € 9,95
Luxemburg € 9,95
France € 17,95
Austria € 13,95
Ireland € 17,95
Italy € 16,95
Spain € 18,95
Portugal € 17,95
can I return my order?
When purchasing products at englishmodelrailways.shop you have the right to return the ordered products, without giving reasons, during a period of 14 days. During the 14 day period you may evaluate the products ordered.
Check the contents of your order as soon as possible after delivery for completeness and if the products are undamaged. If this is not the case please contact us.
When you are not satisfied about a product you may return it. If you return an article you make use of the right of withdrawal.
Right of withdrawal
You have the right to dissolve a contract, without giving reasons, during a period of 14 days.
The period stipulated in para. 1 commences on the day after the product was received by the consumer, or a third party designated by the consumer, who is not the transporting party.
If you want to exercise your right of withdrawal you shall report this to the trader, within the withdrawal period, by means of the model form for right of withdrawal or in some other unequivocal way.
Consequences of exercising the right of withdrawal and the costs involved
Check the contents of your order as soon as possible after delivery for completeness and if the products are undamaged. If this is not the case please contact us.
When you are not satisfied about a product you may return it. If you return an article you make use of the right of withdrawal.
Right of withdrawal
You have the right to dissolve a contract, without giving reasons, during a period of 14 days.
The period stipulated in para. 1 commences on the day after the product was received by the consumer, or a third party designated by the consumer, who is not the transporting party.
If you want to exercise your right of withdrawal you shall report this to the trader, within the withdrawal period, by means of the model form for right of withdrawal or in some other unequivocal way.
Consequences of exercising the right of withdrawal and the costs involved
when will my order be shipped?
Products ordered before 08:00 CET on Mondays until Thursdays will be shipped the same day.
Products ordered after 08:00 CET on Thursday will be shipped on Monday.
Other orders will be shipped the next work day*.
We use DHL for de transport of your order. Within the Netherlands 95% of the deliveries are within 24 hours. For destinations in the EU see table below.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
Products ordered after 08:00 CET on Thursday will be shipped on Monday.
Other orders will be shipped the next work day*.
We use DHL for de transport of your order. Within the Netherlands 95% of the deliveries are within 24 hours. For destinations in the EU see table below.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
you have a complaint
For all your queries you may contact us. We would like to help you.
If your complaint has not been solved you may send a written complaint to englishmodelrailways.shop.
Please send your complaint mentioning your name, address and order number to:
Englishmodelrailways.shop
Attn. Complaints
Rohofstraat 132
7604 AK Almelo
The Netherlands
You can also send your complaint by e-mail to info@englishmodelrailways.shop or use our contact form, or phone us +31 546 827092. As soon as we received your e-mail or letter you will receive an acknowledgment of receipt. Within 7 days you will receive an answer after the acknowledgment of receipt on your complaint.
Also you can file your complaint at the European Commission on the Online Dispute Resolution.
If your complaint has not been solved you may send a written complaint to englishmodelrailways.shop.
Please send your complaint mentioning your name, address and order number to:
Englishmodelrailways.shop
Attn. Complaints
Rohofstraat 132
7604 AK Almelo
The Netherlands
You can also send your complaint by e-mail to info@englishmodelrailways.shop or use our contact form, or phone us +31 546 827092. As soon as we received your e-mail or letter you will receive an acknowledgment of receipt. Within 7 days you will receive an answer after the acknowledgment of receipt on your complaint.
Also you can file your complaint at the European Commission on the Online Dispute Resolution.
when will my order be delivered?
We use DHL for de transport of your order. Within the Netherlands 95% of the deliveries are within 24 hours. For destinations in the EU see table below.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
orders
how can I place an order?
To place an order at englishmodelrailways.shop is done in 3 easy steps.
Step 1: Shop
At the wanted product click on the button "add to cart".
Step 2: Cart
If you want to add more items of the same product you can do so in the shopping cart. After changing the number of products just hit enter or click on "Update shopping cart". You can also remove items from your shopping cart. Once finished you can proceed to checkout.
Step 3: Checkout
The data needed to complete your order can be filled out in one page.
1 Billing and shipping address
2. Shipping
The shipping costs are mentioned here. These depend on the country to which your order is sent to.
3. Payment
Select your payment method
4. Check your order
Check and confirm your order. You can still change the order and your address.
Confirm your order: after checking and confirming your order is placed after you have clicked on "buy".
You will be redirected to our payment service provider when paying with iDEAL, Mastercard, Visa, Maestro, Bancontact/Mistercash, V-Pay, or PayPal.
You will receive an email with order confirmation.
Step 1: Shop
At the wanted product click on the button "add to cart".
Step 2: Cart
If you want to add more items of the same product you can do so in the shopping cart. After changing the number of products just hit enter or click on "Update shopping cart". You can also remove items from your shopping cart. Once finished you can proceed to checkout.
Step 3: Checkout
The data needed to complete your order can be filled out in one page.
1 Billing and shipping address
2. Shipping
The shipping costs are mentioned here. These depend on the country to which your order is sent to.
3. Payment
Select your payment method
4. Check your order
Check and confirm your order. You can still change the order and your address.
Confirm your order: after checking and confirming your order is placed after you have clicked on "buy".
You will be redirected to our payment service provider when paying with iDEAL, Mastercard, Visa, Maestro, Bancontact/Mistercash, V-Pay, or PayPal.
You will receive an email with order confirmation.
what is the status of my order?
As soon as your order has been shipped you will receive an email. If you have an account with us, you can see the current status of your order in my account .
are the prices including VAT?
All prices include Dutch VAT (21%).
If you wish to ship your order to another EU country the VAT will be recalculated once you have changed the destination country. Your local VAT will be applied.
If you wish to ship your order to another EU country the VAT will be recalculated once you have changed the destination country. Your local VAT will be applied.
shipping
when will my order be shipped?
Products ordered before 08:00 CET on Mondays until Thursdays will be shipped the same day.
Products ordered after 08:00 CET on Thursdays will be shipped on Monday.
Other orders will be shipped the next work day*.
We use DHL for de transport of your order. Within the Netherlands 95% of the deliveries are within 24 hours. For destinations in the EU see table below.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
Products ordered after 08:00 CET on Thursdays will be shipped on Monday.
Other orders will be shipped the next work day*.
We use DHL for de transport of your order. Within the Netherlands 95% of the deliveries are within 24 hours. For destinations in the EU see table below.
Pay attention to the following: during extremely busy times we may deviate from the above.
The current shipping moment can always be seen at the top of each page, all product pages, the shopping cart, the checkout page and this page as well.
We will send an email when the order has been shipped.
how are the orders shipped?
If possible all orders will be shipped in one single parcel. However if this is not possible your order may be shipped in more than one parcel. In that case we will not charge you with additional shipping costs. We use DHL for delivery of your parcel. DHL usually delivers within 1 day in the Netherlands. For destinations outside of the Netherlands delivery time may vary between 1 and 5 workdays.
For remote areas we mostly ship with PostNL.
Most small orders (up to about € 30,-) which fit in a mailbox, will be shipped as regular mail (with 24 hrs delivery service). Orders above about € 30,- which fit through a standard mailbox will be shipped to you with a track-and-trace code. In case a shipment of an order does not fit in a regular mailbox, or has to be shipped abroad, it will always be shipped as a parcel. The track-and-trace code will be e-mailed to you. If the first delivery fails, the delivery will be attempted once more. After the initial two attempts the parcel can be collected at a nearby collection point.
For remote areas we mostly ship with PostNL.
Most small orders (up to about € 30,-) which fit in a mailbox, will be shipped as regular mail (with 24 hrs delivery service). Orders above about € 30,- which fit through a standard mailbox will be shipped to you with a track-and-trace code. In case a shipment of an order does not fit in a regular mailbox, or has to be shipped abroad, it will always be shipped as a parcel. The track-and-trace code will be e-mailed to you. If the first delivery fails, the delivery will be attempted once more. After the initial two attempts the parcel can be collected at a nearby collection point.
will I receive a track and trace code?
As soon as your order is packed you will receive a track and trace code
returns
can I return my order?
When purchasing products at englishmodelrailways.shop you have the right to return the ordered products, without giving reasons, during a period of 14 days. During the 14 day period you may evaluate the products ordered.
Check the contents of your order as soon as possible after delivery for completeness and if the products are undamaged. If this is not the case please contact us.
When you are not satisfied about a product you may return it. If you return an article you make use of the right of withdrawal.
Right of withdrawal
You have the right to dissolve a contract, without giving reasons, during a period of 14 days.
The period stipulated in para. 1 commences on the day after the product was received by the consumer, or a third party designated by the consumer, who is not the transporting party.
If you want to exercise your right of withdrawal you shall report this to the trader, within the withdrawal period, by means of the model form for right of withdrawal or in some other unequivocal way.
Consequences of exercising the right of withdrawal and the costs involved
As quickly as possible, but no later than 14 days after the day of reporting, you shall return the product, or hand it over to (a representative of) the trader. We will reimburses you immediately with all payments, including any delivery costs the trader charged for the returned product, though at the latest within 14 days after the day on which you reported the withdrawal. For reimbursement, we will use the same payment method that was initially used by you. The risk and the burden of proof for exercising the right of withdrawal correctly and in time rest upon you.You bear the direct costs of returning the product. The costs for returning a product within The Netherlands is about € 7,00. For an estimate on the return costs from abroad please check for this on the website of your postal company.
You are solely liable for the loss of value of the ordered products which are the result of use of the goods when used more than necessary to establish the nature, characteristics and performance.
Loss of value
In case of damage of returned goods we can charge costs. This is also the case when the following goods are returned:
kits (partially) built
products (for example locomotives) of which the seal from the see through packaging is broken.
Return address
You can return the products to:
englishmodelrailways.shop
Returns
Rohofstraat 132
7604AK Almelo
the Netherlands
Check the contents of your order as soon as possible after delivery for completeness and if the products are undamaged. If this is not the case please contact us.
When you are not satisfied about a product you may return it. If you return an article you make use of the right of withdrawal.
Right of withdrawal
You have the right to dissolve a contract, without giving reasons, during a period of 14 days.
The period stipulated in para. 1 commences on the day after the product was received by the consumer, or a third party designated by the consumer, who is not the transporting party.
If you want to exercise your right of withdrawal you shall report this to the trader, within the withdrawal period, by means of the model form for right of withdrawal or in some other unequivocal way.
Consequences of exercising the right of withdrawal and the costs involved
As quickly as possible, but no later than 14 days after the day of reporting, you shall return the product, or hand it over to (a representative of) the trader. We will reimburses you immediately with all payments, including any delivery costs the trader charged for the returned product, though at the latest within 14 days after the day on which you reported the withdrawal. For reimbursement, we will use the same payment method that was initially used by you. The risk and the burden of proof for exercising the right of withdrawal correctly and in time rest upon you.You bear the direct costs of returning the product. The costs for returning a product within The Netherlands is about € 7,00. For an estimate on the return costs from abroad please check for this on the website of your postal company.
You are solely liable for the loss of value of the ordered products which are the result of use of the goods when used more than necessary to establish the nature, characteristics and performance.
Loss of value
In case of damage of returned goods we can charge costs. This is also the case when the following goods are returned:
kits (partially) built
products (for example locomotives) of which the seal from the see through packaging is broken.
Return address
You can return the products to:
englishmodelrailways.shop
Returns
Rohofstraat 132
7604AK Almelo
the Netherlands
your personal data
I forgot my password
On the login page you can click on forgot your password? In the following page you will be asked to enter your email address. Within a couple of minutes you will receive an email with a link to reset your password.
how can I change my personal data?
If you have an account with us you can change your information like name, e-mail address and delivery address. Just go to your account.
complaints and guarantee
you have a complaint
For all your queries you may contact us. We would like to help you.
If your complaint has not been solved you may send a written complaint to englishmodelrailways.shop.
Please send your complaint mentioning your name, address and order number to:
Englishmodelrailways.shop
Attn. Complaints
Rohofstraat 132
7604 AK Almelo
The Netherlands
You can also send your complaint by e-mail to info@englishmodelrailways.shop or use our contact form, or phone us +31 546 827092. As soon as we received your e-mail or letter you will receive an acknowledgment of receipt. Within 7 days you will receive an answer after the acknowledgment of receipt on your complaint.
Also you can file your complaint at the European Commission on the Online Dispute Resolution.
guarantee
On all items you buy from us legal warranty is applied upon. Legal warranty implies that a product is what it should be or that it does what a customer reasonably may expect from it.
If you receive a product from us in which the above is not the case we will provide a fitting solution as quick as possible. Depending on the product we will replace it or reimburse your payment.
If you receive a product from us in which the above is not the case we will provide a fitting solution as quick as possible. Depending on the product we will replace it or reimburse your payment.
guarantee, service and repair DCC Concepts products
For guarantee, service and repair of DCC Concepts prodcuts you can contact DCC Concepts direct. You can find more information on: https://www.dccconcepts.com/warranty-and-support/
delivery
when will my order be delivered?
If you have an account with us you can change your information like name, e-mail address and delivery address. Just go to your account.