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GENERAL FAQ'S

Please use the links below to take you to the relevant answers. If your question is about Returns or a Technical question about a product, please go back a page as we have specific FAQ pages for these topics.

 

payments.pngPayment & Order

delivery-returns.pngDelivery & Returns

promotions.pngPromotions

 

Placing Your order

How and when can I order?

You can order through this website 24hrs a day, you do not need our permission! We are not able to accept orders over the phone. 

 

Whats the Cut-off time for next day Delivery?

We do not guarantee a Cut-off time for next day Delivery, however as a guide we try to send all orders placed before 2pm on the same  day. However during busy periods this may fluctuate. 

 

Will I receive the exact model shown?

All Images of the items on our website are for illustrative purpose only. We've made every effort to display all items accurately.

 

When do you confirm my item is available?

We give a stock update on the product listing page, however this does not guarantee that the item is in stock. On rare occasions the stock  might be incorrect, however we will contact you directly if this happens

 

Can I return an item I dont want?

Please see our full returns section by following this link

 

What if my item is faulty?

If you think your product is faulty we will do our best to resolve the  problem as quickly as possible. Please refer to our returns section.

 

Paying for your Order

Which payment methods can I use to place my order?

You can use Visa, Visa Debit, MasterCard or PayPal. We no longer accept payment by cheque or postal order. 
 
You can also pay by BACS. You will need to arrange this with us.
 
Natwest - Jadlam Racing Models
Account: 47539925
Sort Code: 60-21-01
IBAN: GB 54 NW BK 60 21 01 47 53 99 25
Swift: NW BK GB 2L

 

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

 

3D Secure

Think of 3D Secure as the online version of Chip & PIN when you're shopping instore.

Instead of using a PIN you register a secret password and a personal message. Created by Visa and Mastercard, it gives you an additional level of security.

3D Secure pages are controlled by your card issuing bank and not by the  store you're shopping with. This is why all navigational links are removed  from these pages. Registering is quick and a one-off process. Participating  websites will prompt the registration page where you create your secret  password and this remains the same whoever you shop with in the future.  The next time you shop online using your card, you'll be prompted to enter your secret password during the checkout process via a secured screen.

 

Does it cost me any extra to use PayPal?

No, PayPal is completely free and very convenient. We recommend using Paypal.

 

My Account

How do I register for an account?

You can register for an account in just a few simple steps by following thislink. We'll ask you to fill in an email address and password.
 

What are the benefits of creating an account?

We’ll remember your card and payment details so that you can place orders more quickly. You’ll be among the first to hear about new offers and promotions.
 

Will my address and payment information be secure?

Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the ‘phone; we’ll advise you on how to reset it.
 

Can you reset my password for me?

No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.
 

Can I amend my delivery details in my account?

Yes you can log into your account and alter your delivery address. Please note that once your order is placed and payment confirmed it is not possible to change the delivery address so it is very important your details are kept up to date.

 

 Delivery Information

 

What delivery services do you offer?

We offer different services depending on which delivery speed you require and your country. 
We typically use Royal Mail 48 for our UK Economy delivery service, this is non trackable.
We typically use Royal Mail 24 for our UK Standard delivery service, this is non trackable.
We typically use Royal Mail Tracked 24 or DPD 24 for our UK Express delivery service, this is trackable. We will supply your email address and/or mobile number to the courier, they will use this to send you notification emails and SMS to let you know when your parcel will arrive.

*Where our Express delivery service has been selected we aim to dispatch your goods from our warehouse in less than 1 working day of you placing your order (excluding weekends and UK public holidays). We will send you an email confirming when we have dispatched your order. Delivery will normally take 1-2 working days from the moment you place your order.

International delivery varies on the delivery service requested and also the size and value of the order. You will find a delivery tab on each product page, please click on this to view the shipping table where you should find your country listed. If your country is not listed on this table it is unlikely that we can deliver there however if you would like us to check then please send us an email: support@jadlamracing.com.

 
How long does delivery take?  
 
UK Economy - 2-3 working days. 
UK Standard - 1-2 working days. 
UK Express - *1 Working day.

*Where our Express delivery service has been selected we aim to dispatch your goods from our warehouse in less than 1 working day of you placing your order (excluding weekends and UK public holidays). We will send you an email confirming when we have dispatched your order. Delivery will normally take 1-2 working days from the moment you place your order.

International delivery - varies, please check the shipping table on the delivery tab on the product page.

 

 I Haven't received My Order

If your parcel hasn't arrived within your estimated delivery time then we suggest allowing a couple of more days for delivery as it is likely the parcel has just got held up somewhere on its journey between us and you. 

If your parcel was sent via one of our untracked delivery services then we suggest checking with your neighbours/post office and any safe places outside of your property just incase it was left in any of these places. 

If your parcel was sent via one of our tracked delivery services then obviously we suggest you use the tracking number (which should have been emailed to you) to track the parcel. 

If you have tried all of the above and still have no luck with your parcel please contact us: support@jadlamracing.com 

 

 My Delivery Is damaged

If your parcel has arrived damaged please contact us straight away and we will be able to arrange a return/replacement with you immediately. Click here to go to our returns request form.

 

 I Have been sent the wrong item

We use well trained humans to pick our orders but unfortunately even they make mistakes (occasionally!). Apologies if this happens to your order!

An item received incorrectly can be returned for a refund or replacement. Please make it clear on the returns paperwork which action you would like us to take, if you do not complete this section of the paperwork we will automatically refund the order. 

If the item is incorrect we will cover the costs of the return shipping, please see our returns page for instructions.

Alternatively you can go straight to our returns request clicking here.

 

 I Have Ordered the wrong item

An unwanted product can be returned for a full refund within 30 days of delivery as long as it’s still in its original, unopened packaging.

In accordance with your rights when you purchase goods online, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. You can examine the goods as you would in a shop but to obtain a full refund you must not use them. The goods must be returned in ‘as new’ condition and in their original packaging. The packaging must not be ripped or damaged or we may refuse the return.

Returns and exchanges can only be processed with proof of purchase. Please provide your order numbers when you return a product.

We do not have to pay return shipping costs for unwanted returns.

Click here to go straight to our returns request form.

 

 Returns

We have a dedicated returns FAQ page which covers all returns issues, click here to go straight there.


 Discount Codes

Why isn't my discount code working?

Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lower case letters.
 

Can I use more than one discount code on my order?

No. Sorry, only one voucher code can be used per transaction. 


Can I use my discount code more than once?

This will be stated in the Terms where the code is advertised. Some codes can be used more than once. 
 

Where do I enter my discount code?

The discount code box can be found at the bottom of the checkout page, after you have signed in/selected address details. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you cannot apply it later.
 

Where can I get a discount code?

From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.


What if I forget to use my discount code?

Discounts cannot be applied retrospectively. If you did not apply the code at the time of purchase then we are afraid that you have missed the opportunity. 

 

 Pre-Orders

When you place an order for a pre-order item your payment will be taken at the time of ordering. You will receive an automatic dispatch notification (usually the following day) - unfortunately we are unable to stop this dispatch email being sent out. This email means that your pre-order has been printed and processed ready for immediate dispatch once the item is released. If the item still shows as a pre-order on our website then this means it has not yet been released. You can however contact us to find our it's latest release date: support@jadlamracing.com

 Price Match Terms & Conditions

We will match prices on products if the following conditions are met:

  • Competitor must be based in the UK.
  • Competitor’s delivery cost must be included in the total price.
  • Both the competitor and us must have the product in stock.
  • The price has to apply to an identical individual product in terms of make, model, size or colour. 
  • Price match cannot be applied retrospectively – the price must be agreed before the order is placed.