FAQ

Frequently asked questions

How can I pay for my order?


We accept payment via Paypal or by Credit or Debit. Both options offer a secure and safe way to spend online. We at Train Gifts are never in possession of your card details these are kept private by each secure payment platform at all times.




How will my order be delivered?


Items held in stock are primarily dispatched using Royal Mail Tracked 24, Royal Mail Tracked 48, Royal Mail 1st Class (Delivery costs are calciulated by weight). Other items are dispatched direct from our supplier using Royal Mail. If your order is a mix of instock and supplier based products you will only pay one delivery cost at checkout.




How long will it take for my order to be delivered?


Stock items and personalised products dispatched with Royal Mail Tacked 48 will take 2 - 3 working days (from the day of dispatch) to be delivered. Stock items and personalised products dispatched with Royal Mail Tracked 24 will take 1- 2 working days (from the day of dispatch) to be delivered. Items which are made to order and dispatched direct from our supplier will take 7 - 10 working days to be delivered. Please note that delivery times are only estimates and that these can vary dependant on a number of variables such as parcel size, the current demand on the postal service, delivery location.




I have forgotten an item and can I add it to my existing order?


Where products are held in stock we endeavour to post orders the next day. If you would like to add an item and it is on the same day as your original order was placed email us on info@traingifts and make your request, If your order has not already been packaged we will add items to the order. However if the order has already been packaged or sent for delivery we will unfortunately not be able to make any ammendments.




I made a mistake can I change my order?


If you are able to notify us of the mistake as quickly as possible on the day of placing your order and your items have not already been packaged we will endeavour to resolve any mistake before your parcel leaves us. We aim to post all parcels the next day so if you contact us after this point we will be unable to change the order. However we do accept returns (please see our returns policy for full details).




Can I return an item?


Yes you can return items within 14 days of delivery. We ask that you notify us by email at info@traingifts.co.uk before posting any return items. Returned items must be in the good condition in which they were originally sent and all original packaging must be included and undamaged. Items with multiple parts - all parts must be returned, again in original good condition and in original undamaged packaging. We reserve the right to make a deduction from refunds if items are not returned in their original condition.




My item has arrived damaged what should I do?


Email us at info@traingifts.co.uk give us full details of the item, the damage, your name and contact details. We will then ask you to return the item. Once we have received the returned item you will have the option of a refund or a replacement for the damaged item. Refunds - we will refund the full cost of the damged item with postage. Replacements - we will send out a replacement item with no additional postage costs to pay.




I have made a mistake on a personalised item can I change it?


Where ever possible we will try to amend any mistakes on personalised items, we ask that you get in touch as soon as you can and notify us of any mistake. Once a personalised item has been processed we will be unable to make ammedments and you will still be charged. Email us on info@traingifts.co.uk and we will do our best to help.




Can all my items be delivered in one parcel?


This depends on the items ordered. Some items we hold in stock, others are sent direct from our suppliers. We will always endeavour to keep parcels to a minimum but cannot always guarantee items will arrive together in one parcel.




My order hasn't arrived what happens now?


Delivery times can vary depending on the products ordered and the delivery service. Delivery times can also vary dependant on the current demand on Royal Mail. If you have a concern about a delivery contact us on info@traingifts.co.uk and we will check the progress of your order and if it has been dispatched. In the case of dispatched items please allow 10 days for delivery once we have reached this point we will contact Royal Mail for you.




How do I know if a product is a stock item or an item sent direct from the supplier?


On each product page under Delivery Information details will be specified as to wether the item is a stock item or an item sent direct from our supplier.