Q. How can I pay for my purchases?
A. You can pay for your purchases using Mastercard, Visa, Delta, Switch, and Solo. We do not except American Express. Your credit card details will be encrypted to help keep them secure.
Q. How do I find what I am looking for?
A. You can browse through our entire online catalogue from using the search facility located at the top of the screen.
You can search products by category, keyword or product code.
Once you have found the product you are looking for, click on the products name or image to view product details, or click Add to Basket instantly add the product to your basket. To buy further products, simply repeat this process. You can remove products from your Basket at any time.
Having placed all desired items into your shopping basket, click on Basket to view your order and enter any promotional codes you have. Then click Checkout to proceed.
Once in the checkout you will be required to either register or log-in (if you haven't already). Some extra information will be required such as payment and address details.
Q. How do I know that my order has been received?
A. Upon receipt of your order, an 'order confirmation' screen will be generated issuing a unique order reference number. You can save this number for future reference. You will also receive an email confirming your order details.
Q. How secure is my order?
A. All transactions that are completed on this website use the highest level of encryption (128bit SSL).
Card processing is passed to an external website for processing. Hornby do not hold any customer details to enhance your security.
To reduce the risk of fraud, all card details are passed to the SECPay site for processing. SECPay captures and stores credit card details, so the level of security you can expect is the same as you could expect from a major UK bank.
Q. I can’t find what I want to buy online. What can I do?
A. You can use the search facility on the website, but if you are still unable to find the product that you require then please contact us and we will advise you if the product is available for sale with details telling you how you may purchase this item.
If we do not have the product for sale we will direct you to one of our retailers who may be able to help you.
Q. I haven’t received the goods ordered on the internet yet. Where are they?
A. For orders placed before 12.00pm midday,we will make every effort to ship orders the same day.
Our chosen carriers are Royal Mail Special Delivery and Business Post, who both should ensure that your order is received the next working day (Royal Mail guarantees delivery before 1:00pm).
You are able to track Royal Mail despatches here and Amtrak despatches here. If there are further problems then contact us and we will investigate the non-delivery on your behalf.
Q. My order has been declined/hasn't worked - what does this mean and what can I do?
A. Firstly, you may have entered your payment card details incorrectly. In which case, click the 'Back' button, check for errors and then try submitting your order again. If your order is still refused, your bank or building society may have refused your request for funds.
For more assistance, contact Internet Sales on 01843 233525 (option 4) or by email.
Q. The incorrect amount of money has come out of my account – what can you do?
A. Provide us with the order details and we will investigate the problem. If we find that in the unlikely event an error has been made, we will rectify the problem by crediting the original payment method.
Q. What happens if the Hornby website provides the wrong product information?
A. We reserve the right to alter designs, specifications and prices without notice. All dimensions quoted in the catalogue are approximate. Release periods may vary to those specified. The illustrations of some items show prototype models which may not conform exactly to production versions.
Q. When does the money for my order leave my account?
A. Your card is authorised when making your order online. However, the money does not leave your account until your order is despatched to you.
Q. Why can’t I buy certain items online?
A. While we try to maintain availability of all products there are occasions when we are out of stock. In this case the product is removed from sale until we have sufficient stock to satisfy orders. Some items are placed on the web for information only and are only available from your local stockist.
Q. Will the Hornby website remember my details next time I enter the website?
A. If you have registered with Hornby.com the web site will remember your information once you have logged in. You will, however have to re-enter your card details if you wish to make another purchase. This is for your protection against fraud.
Q. How old do I have to be to order?
A. You may only order products if you are over the age of 18 years.