Ordering Online

Making a Purchase

Making a purchase could not be easier. Just browse our website, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to process your order.

Data collected by this site is used to:
a. Take and fulfill customer orders,
b. Administer and enhance the site and services.

Mainland UK orders only, including isle of Wight, Isle of man, and all Scottish Isles.  We DO NOT ship to Guernsey, Jersey, Northern Ireland where customs declarations are needed.

Payment

We accept credit/debit card payments.  All payments are made through a third-party payment gateway (standard internet practice), your card details are taken by those organisations. Details of their security measures - PCI-DSS compliance - can be found on their websites.  We do not store any card details for future use.  When filling in the address on the payment form please make sure that you input the same details as your postal address.  If you have any problem with paying via the online gateway please contact the office before trying again.

Only select 'Pick up from store' if you intend to do this within a few days.  If this option is selected for an order which needs posting we will invoice you for the postage costs plus £1.00 administration and banking fees which will need to be paid before we dispatch your order.

We can no longer take payment by cheques, sorry.

Loyalty Scheme

Our Loyalty Scheme came to an end on 28 February 2023.

Back Orders

If your item is not in stock it will be placed on backorder. We take deliveries from our suppliers weekly. You will be contacted to give you the option of waiting or canceling your order.

Delivery and Shipping

We aim to dispatch all in-stock items within one to two working days, by Royal Mail 2nd Class. Postage starts at £2.75 for small items which are posted as large letters.  Packets and parcels start at £3.95.   

If you spend £75.00 or more on goods, Postage is FREE. 

Products are delivered to the address specified by the customer on the purchase order,

See our full delivery and returns details here.

Delivery Terms 

Where we use a third party to make a delivery (as with any shipment), a delay or loss of goods is possible. In such a case we shall not be held responsible for delayed delivery times due to the carrier, including, bad weather, high demand periods (Christmas, public holidays) during pandemics,  or strikes.

We will investigate suspected lost shipments ONLY after 28 days from the anticipated delivery date.

Returns Policy

If for any reason you are not completely happy with any item(s) purchased, please notify us immediately by email and then return your purchase within seven working days of delivery, unused/unopened and in its original packaging together with the reason for return.   You do not have to wait for us to reply to you before sending it back.  When we receive the returned item(s), if they are as new condition and can be resold, we will refund for the cost of goods.

If your original order received free postage and the returned item(s) lower your original order below the free postage threshold or you received free postage and you return the complete order,  your refund will be less the cost of our standard postage rate.

Refunds for products which were paid for with Paypal and are not faulty,  your refund will be less the paypal fee we paid for the transaction. This is in line with PayPals refund policy.

For some items, such as made-to-order, special ordered items, unfortunately, we are unable to take the products back. If you have any queries then please call us to ask for further details.

All refunds will be issued within a few workng days of an order being canceled or items returned.

We accept no responsibility for returns shipping costs for rejected items unless they are faulty in which case We will cover the normal cost of returning the goods via tracked post or courier but will not cover the cost of express, next day, Saturday, am, special or any other form of expedited delivery.

(Branch squashing on wire trees  and HO models being sent as OO models are not classed as faulty or incorrect)

See full returns details here.

VAT

VAT is charged according to UK tax law, VAT is included in all prices shown for UK sales.   Meaning that the price you see is the price you pay.  This applies to Uk  sales. 

Cancellations, Returns & Refunds

If for any reason you are not completely happy with your purchase, please notify us immediately and return your purchase within 7 working days of delivery, unused and in its original packaging together with your receipt and reason for return. We will exchange it or offer you a refund for your full order value including postage. It will however be your responsibility to post items back to us and at your expense, unfortunately, we cannot refund the return postage paid by you. (except for faulty items returned) We are also not responsible for items returned via post. Please ensure that the price of the item(s) being returned is adequately covered and we would advise that the postage is recorded delivery on valuable items.

Refunds for products which were paid for with Paypal and are not faulty,  your refund will be less the PayPal fee we paid for the transaction. This is in line with PayPal refund policy.

When we have received the item/s we will contact you via email to confirm that either a refund has been made or that an exchange is on it's way to you.

See full returns details here.

Orders Not Arrived

Most orders to UK mainland addresses should normally be delivered within 7 working days. However, delays with the postal service can occur from time to time.

Please allow 10 working days before contacting us.

Our Promise

We will always do our best to help in whatever way we can. The focus of this business is you, our customer. Please feel free to contact us if you believe you have not received the best service possible.

Paul and Debbie Smith
Proprietors/partners
Model Scenery Supplies

Governing Law and Jurisdiction

These terms and conditions are governed and shall be interpreted in accordance with English Law. In the event of any dispute resulting in legal action, such dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Website Product Images and Specifications.

Photos and images used on this website are to give an overall representation of the item for sale.  Due to lighting and conditions of photography, some colours of scatter and plants may not be completely true to the original colour of the item.   Some kits may vary in the finished colour or are painted different to the image or photo.  All product specifications are correct at the time of listing. We will correct and update product details when we are aware of any changes.   All specifications including, colour, size, and weight of products is an approximate guide or average.