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Information
Browse through our catalogue and click on any items that you wish to buy and put them into the shopping basket. When you have made your selection, click on “checkout” You will then be asked to provide details so that we can process the order. Orders can only be sent to the billing address of the cardholder placing an order.
👉 By placing an order through our website, you confirm that you have read, understood, and agreed to these Terms and Conditions in full. This agreement is recorded electronically and forms a legally binding contract.
We aim to process all orders promptly and, where possible, within 24 hours.
Most items are dispatched within 1 working day
Website Orders:
Orders placed before 13:45 (Monday–Friday) are generally dispatched the same day
Orders placed on weekends or Bank Holidays will be processed the next working day
Estimated delivery times:
UK: 1–3 working days
Europe: 5–7 working days
Rest of World: 7–14 working days
👉 Important:
Dispatch times may be extended where custom work is required (e.g. sound fitting, weathering, or modifications).
Delivery times are estimates only and are not guaranteed. We are not liable for delays caused by third-party carriers or events outside our control.
Next Day Delivery is available subject to the following:
Orders must be placed before 13:45 (Monday–Friday)
Orders placed on weekends or Bank Holidays will be dispatched the next working day
👉 Important:
Next Day Delivery applies to non-customised items only. Any work such as sound fitting or weathering will delay dispatch.
Postage is charged at cost plus a small packaging and handling fee
Shipping cost is calculated at checkout
Delivery services:
Typically sent via Tracked delivery, insured up to £50
Heavier items may be sent via APC overnight and insured to full value
Optional upgrades:
Enhanced insurance
Special Delivery
Expedited services
👉 Please contact us before placing your order for upgraded shipping.
We reserve the right to use an alternative equivalent or upgraded service where appropriate.
Postage is charged at cost plus a small packaging and handling fee
Costs are shown on checkout or available on request for trunk orders
Delivery services:
Typically sent via Airmail, insured up to £50
Surface mail may be used where selected
Optional upgrades:
Enhanced insurance (recommended)
Faster or tracked services
Enhanced insurance up to £500 is available.
We reserve the right to use an alternative equivalent or upgraded service where appropriate.
We take great care to ensure your items arrive in excellent condition.
All items are packed using high-quality, New & Recycled materials
Orders are carefully prepared to minimise risk during transit
If an item arrives damaged due to our packaging:
Please contact us and return the item
A replacement will be issued within one working day, free of charge
We take great care in packaging all items securely.
If your item arrives damaged:
Please contact us as soon as possible
Return the item following our instructions
A replacement or refund will be arranged where appropriate
Items lost or damaged during delivery:
Where items are correctly packed, they are typically insured
We will handle the claims process with the courier on your behalf
👉 Please note:
Refunds or replacements will be issued once the claim has been approved by the courier (e.g. Royal Mail or Parcelforce Worldwide)
This process may take several weeks, but we will keep you informed throughout
Our Click & Collect service allows you to:
Order and pay online or in store
Collect your order from our shop
👉 This option is collection only and does not include delivery.
Our Trunk Service allows you to combine multiple orders into one shipment.
How it works:
Select Trunk Service at checkout
Pay for in-stock items immediately
Shipping is deferred until you are ready
You can:
Log into your account and view trunked orders
Request shipment when convenient
Once ready:
Contact us to arrange dispatch
A payment link will be issued for shipping costs
Shipping rates:
UK: Standard delivery rates apply
International: Charged at cost
We accept the following payment methods:
Credit and debit cards
PayPal
Secure online payment gateways
Telephone card payments
We also accept Rainbow Railways gift cards.
Please note:
Gift cards must be used in full in a single transaction
No cash alternative or change can be given
We do not currently offer payment instalment options, however these are available from some of our payment partners.
🚫 We no longer accept cheques or money orders in any currency.
All orders placed through our website are subject to electronic acceptance and verification.
We retain records of:
Order confirmation details
IP address and timestamp of purchase
Payment authorisation and verification
Delivery confirmation and tracking information
Customer communications
These records may be used as evidence in the event of a payment dispute or chargeback.
By placing an order with us, you agree to contact us directly in the first instance to resolve any issue prior to initiating a chargeback or payment dispute.
Where a chargeback is raised:
We reserve the right to submit full evidence to the payment provider, including digital acceptance of these Terms, proof of dispatch, and proof of delivery
Customised or bespoke items will be clearly identified and defended as non-refundable under distance selling exemptions
Any abusive, fraudulent, or unwarranted chargebacks may result in:
Refusal of future orders
Account suspension or permanent restriction
Recovery of associated costs where applicable
This does not affect your statutory rights.
From time to time, we may offer promotional discounts.
These typically exclude:
Pre-orders
Gift cards
Newly released items (usually within the first 12 weeks of release)
Selected limited or in-demand items
We reserve the right to amend or withdraw promotions at any time.
We appreciate that plans can change after placing an order or pre-order. If you wish to cancel, please contact us as soon as possible and we will assist.
For standard (non-customised) items, you have the right to cancel within 14 days of receiving your goods under the Consumer Contracts Regulations.
Please note:
An administration charge may apply where payment or a deposit has been taken
Orders already dispatched cannot be cancelled and must follow our returns procedure
Certain products sold by Rainbow Railways are customised or made to order. These are exempt from standard cancellation and return rights under UK law.
A customised / bespoke item includes (but is not limited to):
Sound fitting (e.g. DCC sound installation)
Weathering or finishing work
Renumbering, renaming, or livery alterations
Any modification, upgrade, or add-on requested by the customer
Any item altered from its original manufacturer condition at the customer’s request
👉 Key point:
Any add-on or modification carried out to a model is considered custom work and constitutes explicit acceptance of these terms at the point of order.
Your rights:
Custom items cannot be cancelled once work has started
Custom items are non-returnable unless faulty
Where a return is agreed at our discretion, this will normally be issued as store credit only
Where a customer requests cancellation after work has started, we reserve the right to deduct costs incurred including labour, parts, and administration
By selecting or requesting any custom work (including sound fitting, weathering, or modifications), you acknowledge and agree that:
The item will be altered from its original manufacturer condition
The item becomes non-resaleable as new
Your statutory right to cancel under distance selling regulations is waived once work has commenced
This acknowledgement forms part of the binding contract at checkout and may be relied upon in the event of a dispute
If you are not fully satisfied with your purchase, you may return it within 14 days of receipt.
Return conditions:
Items must be returned in unused, resalable condition
Must include original packaging
Please include your delivery note and reason for return
Returns Postage Guidelines
Customers returning items from outside the UK should contact us before sending their return so we can advise on the most suitable return method.
Please return items using Royal Mail 2nd Class Signed For service.
Where a postage refund is applicable, we will reimburse up to the cost of Royal Mail 2nd Class Signed For only.
If you choose to use a different or more expensive delivery service, any additional cost is your responsibility and will not be reimbursed.
Refunds:
Refunds will be processed once goods are received and inspected
Original delivery charges are non-refundable, unless the item is faulty or incorrectly supplied
Your rights are protected under the Consumer Rights Act 2015.
If you believe an item is faulty, please contact us as soon as possible with details of the issue.
Returns process:
Contact us first before returning any item
Provide order number and description of the fault
We will advise on return instructions and next steps
Timeframes & resolution:
Within 30 days of delivery:
You are entitled to a full refund if the item is confirmed faulty
After 30 days (up to 6 months):
We will offer a repair or replacement where possible
If repair or replacement is not possible, a refund or store credit will be offered
Important notes:
Items must be returned in reasonable condition with all original packaging where possible
We reserve the right to inspect and test returned items
Faults caused by misuse, incorrect installation, or normal wear and tear are not covered
Outside of your statutory rights, any return accepted:
Will typically be issued as store credit rather than a refund
Is entirely at our discretion
May be subject to a handling/restocking fee
We welcome customers wishing to trade in items.
Before visiting:
Please contact us in advance for a valuation or quote
Trade-in credit:
Any unused trade-in value will be issued as an E-Gift Voucher
A valid email address is required to receive this voucher
Using your E-Gift Voucher:
Can be redeemed online at checkout or in store
For in-store use, please bring a copy of the voucher
If part of the balance remains:
A new updated E-Gift Voucher will be issued via email
👉 Trade-in values are offered at our discretion and may vary depending on condition, demand, and resale potential.
Custom work will always extend dispatch times
Delivery times are estimates, not guarantees
Delays may occur during busy periods or due to carrier issues
We reserve the right to refuse returns that do not meet the above conditions
Returns outside of statutory rights are handled at our discretion
Items must be returned appropriately packaged to avoid damage
Gift Cards are non returnable / non refundable
Rainbow Railways Ltd, 24 Little Mill Business Park, Linlithgow Bridge, Linlithgow. West Lothian, EH49 7DA.
