Frequently Asked Questions

Here you will find answers to the most common questions. If you cannot find what you are after please Contact Us. (Click on the question to take you to the answer.)

If your question is about a Hornby Digital products, (Scalextric Digital or Digital Locomotives) please see the Info Pages.

How do i buy an item from the website?

How do i pre-order an item?

How can i pay for my item?

Is it safe to use my Card online?

How do i know if my order is successful?

When will my item be sent?

When will i receive my order?

Can i collect my order / Do you have a shop?

My item is Faulty.

I have received the wrong item.

I don't understand the shipping costs.

I want to place a large order, can I get a special quote?

I think there is a problem with my Scalextric / Hornby Item.

Can i collect my order / Do you have a shop?

 How do i buy an item from the website?

Our Website is very similar to any shop you'd find on the High Street. When you have found an item you want to purchase just click on the "Add to Basket" tab, this will add the item to a virtual shopping Basket. You can continue to browse through the site, adding extra items to the basket as you please. At the top of the site there is small tab called "Basket", in here you can see and mangage the items you have added to the Basket. If you would like to proceed with the order click "Checkout Now", this will take you to a secure server to process payment and shipping details.

How can i pay for my item?

You can pay for your item in many ways:

Credit/Debit Card (Visa, Mastercard, Maestro, Delta, Switch), PAYPAL, Google Checkout, BACS Bank Transfer, International transfer - Swift/IBAN (funds accepted in Pound Sterling only, all costs, commision charges, bank charges must be paid by the customer.), Postal Order (£ Pound Sterling only)
     

Our Bank Name is:  Natwest

Our account name is:  Jadlam Racing Models

Our account number is:  47539925

Our bank sort code is:  60-21-01

IBAN:  GB 54 NW BK 60 21 01 47 53 99 25

Swift:  NW BK GB 2L

Please let us know that you have paid via BACS, so we can locate your order

How do i pre-order an item?

When Hornby release a product they generally allocate us a certain amount before they are released, pre-ordering a product buys you one of our allocations. We will try to make it as clear as possible if an order is a Pre-order, To Pre-order / reserve the item complete checkout in the usual manner, we will then send the item to you as soon as we have it in stock Please note - Payment will be taken during the checkout process.

Is it safe to use my Card online?

It is very safe to use a Card on our Website, we use SSL (Secure Socket Layer) Encryption to ensure your details will remain safe.

How do i know if my order is successful?

When you place an order you will receive a confirmation email, (However this can take several hours.)

When will my item be sent?

When you have placed an order you will be sent a confirmation email, this will contain information on how long it will take to despatch. You will recieve emails at each stage, Packaging, Despatch and if you have selected a tracked service an email with the tracking details.

Generally orders are sent the next working day, however this depends on the complexity of the order and the time of year. (In the build up to Christmas it can take a couple days extra to pack, however if you have ordered before our Christmas order cut off date the item will be sent.)

When will i receive my order?

We will send you an email at each stage, Packaging & Despatch. However when the order is with the Courier company is it out of our control and its down to the courier to get the item to you ASAP. If you have chosen a tracked service you can watch the status of the package on the couriers website. Our standard UK service is Royal Mail 1st Class, typically this service is next day, however in busy periods this can take longer, see Royal Mails Website for more information.

Can i collect my order / Do you have a shop?

We are open for collection by appointment only. If you select Collection as a delivery method please contact us to arrange a suitable collection time. We are predominantly an online mail order company and do not have a public shop.

My item is Faulty.

   Airfix

Occasionally you may find a problem with your Airfix item, although this is very rare. If you item has arrived damaged then contact us and we will send you a replacement (you may be required to return the damaged item). If your item is missing something, such as instructions, or an accessory, then we advise that you contact Airfix direct so they can send you a replacement item. You can contact Airfix by either visiting their website Airfix.co.uk or by telephone: +44 01843 233500

   Hornby

If you find that your item has been damaged due to mishandling during transit, then contact us, and we can send you a replacement. However if your item arrives faulty, or develops a fault then we advise that you contact Hornby direct. Hornby can fix and replace your item free of charge, and by contacting them directly they can keep you informed of how your repair is progressing. However you can still return the item to us if you wish, this may take slightly longer though. To contact Hornby you can either visit their website Hornby.com or you can phone them on +44 01843 233525

   Scalextric

If you find that your item has been damaged due to mishandling during transit, then contact us, and we can send you a replacement. However if your item arrives faulty, or develops a fault then we advise that you contact Scalextric / Hornby direct. Hornby can fix and replace your item free of charge, and by contacting them directly they can keep you informed of how your repair is progressing. However you can still return the item to us if you wish, this may take slightly longer though. To contact Scalextric / Hornby you can either visit their website scalextric.com or you can phone them on +44 01843 233525

   Playmobil

If you have a problem with or if there are missing parts from a playmobil item you can contact playmobil directly on +44 01268 490184. You can still contact us about the problem, however we do not stock spare parts. (We would have to contact playmobil.)

   Sylvanian Families

If you have a problem with or if there are missing parts from a Sylvanians item you can contact Flair directly on +44 0845 4561775 . You can still contact us about the problem, however we do not stock spare parts. (We would have to contact Flair.)

  Others

If you item develops a fault, arrives damaged, or arrives faulty then please contact us asap so we can arrange a replacement or repair.

If you have to return an item to us, please send by 2nd class post, if upon receipt we see the item has a genuine fault and has not been mis-used we will send you a replacement item and refund the 2nd Class postage cost. Please ensure you include a copy of your invoice and clearly mark what the problem is, this will help us get back to you faster.

Our Returns Address is: Jadlam Racing Models, The Firs, Underwood Business Park, Wells, Somerset, BA5 1AF.

I have received the wrong item.

Please return the incorrect item to us by 2nd class post, we will send you the correct item and refund the 2nd Class postage cost. Please ensure you include a copy of your invoice, this will help us get back to you faster.

Our Returns Address is: Jadlam Racing Models, The Firs, Underwood Business Park, Wells, Somerset. BA5 1AF.

I don't understand the shipping costs.

Please see our shipping page for all information on delivery times and costs.

I want to place a large order, can I get a special quote?

Please email your requirements to jadlam.racing@btinternet.com, where we will endeavour to reply ASAP.

I think there is a problem with my Scalextric / Hornby Item.

Its possible that the item has not been set up properly, firstly please refer to the troubleshooting section in the manual. If you still haven't solved the problem contact us at workshop.jadlam@btconnect.com. Additional Hornby no.????

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