Postage and Returns
Postage
We only post to addresses in Main UK including isle of Wight, Isle of man, and all Scottish Isles.
We DO NOT ship to any overseas areas, including Guernsey, Jersey,Northern Ireland where customs declarations are needed (✦ see foot note)
Postage Costs
Standard Postage (Royal Mail 2nd Class) starts at £2.75 for small items. Packets and parcels start at £3.95.
If you spend £75.00 or more on goods, Standard postage (Royal Mail 2nd Class) is FREE.
Our Postage options
Please allow for us to process and pack your order.
We aim to dispatch orders within one to two working days.
Postage options times start when an order is dispatched.
Standard and Free, Royal Mail 2nd Class (2 to 5 days*). There is NO tracking with this option#.
Take control of your delivery with Tracked services,
You will receive updates with tracking, you will be notified of impending delivery and can rearrange if needed.
Royal Mail 2nd Class Tracked (2 to 4 days*)
Royal Mail 1st Class Tracked (1 to 2 days*)
A signature may be required on orders of high value, these cannot be left in a safe place.
*These are not guaranteed services and there is no compensation if Royal Mail fails to deliver on time.
#There is no compensation with this service if Royal Mail shows proof of delivery. use a tracked service for compensation.
We avoid dispatching 2nd class orders the first day after high demand periods; public holidays, strikes or bad weather. This reduces the chance of it being delayed in Royal Mails system.
We only ship to the UK
POSTAGE ZONES FOR THE UK.
All of mainland UK, England, Scotland, Wales. Royal Mail normal delivery.
Most UK Isles, including, isle of Wight, Isle of man, and all Scottish Isles. Royal Mail normal delivery.
We do not ship to Guernsey, Jersey, Northern Ireland where customs declarations are needed. ✦
✦ Any orders to these destinations will be cancelled and charged a £1.00 admin fee.
Most of our postage is tracked and all are scanned by the post-person on delivery at the doorstep as proof the item has been delivered.
If left in a safe-place requested by customer, we cannot be held responsible is the parcel goes missing.
We only consider an item lost if it has not been scanned when delivered.
We advise allowing 10 days before contacting us.
At high demand periods; Christmas (6 weeks up to and two after) public holidays (5 days after) strikes or bad weather (14 days after event) during pandemics, the high demand put on the Royal Mail some deliveries will take 15 to 20 working days to arrive.
Undelivered orders.
If for any reason your order could not be delivered and is returned to us. We will give you a refund on the products only, less a £1.00 admin fee, outgoing postage will not be refunded. If your order received free postage your refund will be less the cost of postage used to post your original order. If you would like your order resent there will be additional postage costs.
For orders not dispatched due to delivery address location, postage will be refunded less a £1.00 admin fee.
Orders where an incorrect delivery address or postcode has been given by the customer and have not arrived, are not covered by any compensation or refund.
Refunds for undelivered orders which were paid for with Paypal, your refund will be less the paypal fee we paid for the transaction. This is in line with PayPals refund policy.
Returns
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. Return unused/unopened and it MUST be sent back in its ORIGINAL POSTING PACKAGING INCLUDING ALL INTERNAL PROTECTIVE PACKAGING to avoid items getting damaged, together with details/order ID number and 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 still in new condition and undamaged and can be resold, we will refund for the cost of goods.
If your original order received free postage and the returned item(s) lowers 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 postage rate used to post your original order.
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 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 working days of an order being cancelled or returned items received back.
Returns should be addressed to:
Model Scenery Supplies
15 North Norfolk Business Centre
Northrepps
Norfolk
NR27 9RQ
It is your responsibility to post items back to us and at your expense, unfortunately, we cannot refund the return postage paid by you, except on faulty items.
(Branch squashing on wire trees and HO models being sent as OO models are not classed as faulty or incorrect)
You are responsible for items returned. We would advise that item(s) returned are posted by recorded delivery and always get Proof of postage.
We will cover the normal cost of returning faulty goods via Royal Mail only (ask for a free returns label) but will not cover the cost of express, next day, Saturday, am, special or any other form of expedited delivery. Any refund for postage is at our discretion and limited to our basic postage fees.
Terms & Conditions
A contract is only formed when an order for an item is accepted by Model Scenery Supplies, and not when, you, the customer places an order, which is making an offer.
Please see here for our full Terms & Conditions.