Question 1

How long will it take to receive my order?

Accepted Answer

We typically ship in 1-2 business days (Mon-Sat) with most deliveries reaching customers in the UK in under 2 days for all In-Stock Items. EU deliveries typically arrive within 3-5 days, with rest of the world taking up to a week.Please know that we are doing the best we can to get orders out promptly.For timings on Pre Orders, check the project Status page here https://www.accurascale.com/pages/projects

Question 2

How to track my order?

Accepted Answer

When your order ships you will receive a separate email providing you with a tracking number to track your order. You can track orders in your account area, or here: Track my orderSometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.You can also log into your account and click on the order in question to see the status.*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like its not moving, chances are its on its way!

Question 3

Do you ship internationally & what are the shipping charges?

Accepted Answer

Every effort is made to dispatch orders for in-stock items by close of business on the next working day, or the same working day if the order is received before 1400, but at peak times (holiday periods or following new stock deliveries) there may be delays as the fulfilment team works its way through large volumes of orders for processing, we appreciate your patience and understanding. Our warehouse operates and ships, 7 days a week, excluding UK Public Holidays.Domestic UK DeliveryWe provide free shipping throughout the UK on all orders over £25 via Royal Mail's Tracked 48 service. For small orders under £25, a charge of £2.95 is applied.If you order parts or accessories, these may ship from our Warranty Hub, which will incur a small dedicated shipping charge outside of the rules above, which will be listed at the checkout.Alternative carrier options are also available for an additional fee. The current rates are*:Orders with a total value of £25 or less: Royal Mail Tracked 48 - £2.95, Royal Mail Tracked 24 - £4.00, DPD - £6.00Orders with a total value of £25-£100: Royal Mail Tracked 48 - FREE, Royal Mail Tracked 24 - £2.50, DPD - £4.00Orders with a total value of £100-£150: Royal Mail Tracked 48 - FREE, Royal Mail Tracked 24 - FREE, DPD - £2.00Orders with a total value over £150: Royal Mail Tracked 48 - FREE, Royal Mail Tracked 24 - FREE, DPD - FREEShipping to UK Crown Dependencies is included in the standard rates (please note that DPD option is not currently available)European UnionDelivered Duty Paid (DDP), which means the local VAT will be captured at the Checkout and paid to the carrier on your behalf. The price you pay at checkout is the complete, landed price to your door.Orders up to €150 are charged at a flat rate of €8.95Orders over €150 are FREE ShippingRest of WorldFor the following countries, we offer both Royal Mail International Tracked and DHL Express, at or below cost. Rates are calculated at checkout dynamically. All shipments are sent DDU, so any local taxes/duty/customs charges will be payable to the carrrier where applicable AustraliaCanadaNew ZealandSouth AfricaFor the USA we offer both Royal Mail International Tracked, Fedex Express or DHL Express, at or below cost. Rates are calculated at checkout dynamically.At present, Royal Mail have a max weight of 2kg per parcel, so larger shipments may be shipped with an alternate carrier as appopriate. United StatesDue to the end of De minimis on 29th August 2025, and USPS requirement for all orders after that date to arrive DDP, we have had to suspend shipping to the US with Royal Mail or Fedex FIC. Shipping is availble with your choice of DHL Express or Fedex International express on a DDU basis. All import VAT/Duty charges will be payable to the carrier on the arrival of your shipment to the USA.  Rest of World unspecified countries are shipped at cost, using Royal Mail International Tracked or an equivalent service, with a typical transit time of 3-7 days. If you are unable to get a rate at the checkout for your destination, please contact us on support for a quote.NOTES:If you order parts or accessories, these may ship from our Warranty Hub, which will incur a small dedicated shipping charge outside of the rules above, which will be listed at the checkout.Please note that if you order pre-Orders and in stock items in the same order, all items will be held and shipped together unless you get in touch and request otherwise. Splitting deliveries may incur additional cost.* - (Subject to change without notice, the charge displayed at the checkout is always the current charge)

Question 4

I never got my order, what to do?

Accepted Answer

Oh no! Hopefully this doesn’t happen but if it does, although our shipping carriers work independently to deliver your package, we’ll figure this out together!If it's been marked delivered and it's only been one day, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, please contact us and we will work with the carrier to figure out what has happened and ensure the problem is resolved as soon as possible.We do not assume responsibility if the shipping address submitted by the customer is no longer current.

Question 5

The product I want is out-of-stock, when will it be available?

Accepted Answer

We strive to maintain our stock levels in line with demand. However, from time to time we may become out of stock of a certain product. If one of our products is out of stock, please feel free to add your email to the 'notify me if it becomes available' button on the product page.If the item is on Pre Order, keep an eye on the Project Status page for arrival information: Projects Status

Question 6

Will I pay VAT outside the UK?

Accepted Answer

All of our website prices are listed dynamically inclusive of VAT (Sales Tax) inside the UK and / or the European Union. This means the price you pay at the checkout for all orders the UK and European Union is fully inclusive ' to your door ' . If you are purchasing from outside the United Kingdom and EU, VAT is not payable and should be automatically deducted by geo-locating your IP address.When browsing the website, you will see the suffix 'inc. VAT' on all prices if you are inside the UK/EU and VAT is payable.If you do not see this suffix, then you are seeing the 'ex. VAT' price by default.Once you get to the Checkout, simply enter your  Shipping / Billing Address, and the website will dynamically confirm VAT on your order.

Question 7

Some items on my order are in stock and others are not yet available - can the order be split to allow the available items to be shipped now?

Accepted Answer

Per the advisory notice in the shopping cart on our website, we ask customers not to mix pre-order items with in-stock items or pre-order items from different product lines in the same order. By default, orders can only be shipped once all items purchased on the order are in stock.Please contact our support team at support@accurascale.com for further assistance on this matter, but please note that it may not be possible to facilitate your request.

Question 8

Do you take payment for Pre-orders up front?

Accepted Answer

For most preorders, the charge is Deferred until delivery, so you pay No Money Down.Ensure always that the Cart / Checkout shows "Deferred Charge" with a balance to pay today of Zero, before completing checkout.

Question 9

What happens if I order in-stock items and Pre Orders in the same order?

Accepted Answer

By default, we will only ship an order once all items purchased on that order are in stock. Therefore, to avoid unnecessary delays we strongly recommend you place multiple orders for different categories of products. For example, if you are ordering wagons, place a single order with a single wagon type (e.g. ordering all PFA wagons together, or all PTA wagons together).If you wish to purchase items from different product lines, it is ideal to place separate orders orders unless all of the items are currently in stock.

Question 10

Can I change my mind or cancel a preorder?

Accepted Answer

Absolutely!You can request cancellation by emailing us at support@accurascale.com at any time between ordering and the items coming into stock. Please include the order number and if possible provide some feedback on why you have made the decision, as this information can help us to improve our services in the future.

Question 11

What is your return policy?

Accepted Answer

We know having to return an item is never ideal, so we are here to make the process as easy as possible. By ordering from our website, you agree this policy applies to all customers in all geographies for all orders submitted. Returning items - Up to 30 days from deliveryIf your order arrives damaged, arrives too late, is faulty or not working as expected, or you just changed your mind, here are your options:In accordance with the Consumer Contracts Regulations (2013) andConsumer Rights Act (2015), as your item was bought online, you have the following rights:(1) You have a cancellation period that starts when you place theorder, and ends 14 days from the date you receive the goods(2) You then have 14 days from that date to return the goods underlaw, which accurascale extends to 30 days from receipt of the goods atno cost to you. In this case, you need to tell us the goods are being returned by using the Returns facility on our website and obtaining a Return Number, within 14 days of delivery, and return the goods to us within 30 days of opening that process. Any parcels containing items not registered and approved for return via our online returns facility will be returned to the sender unopened.Items being returned must be:(a) In original condition(b) In the original packaging(c) Not modified in any way accurascale will cover the return postage for items that are damagedin transit, or faulty on receipt. You can choose from a range of courieroptions, including:  DPD and EVRI in the UK     Deutsche Post and DPD in GermanyChronopost in FranceCanada Post in CanadaDHL for Rest of World     Alternatively, you can choose to use your own postage option, which will we reimburse you for in the form of store credit upon submission of a copy of the receipt.You do not need a reason to return any item under this category but there is a charge to cover the shipping cost if the item being returned is not damaged or faulty. After this 30 day period from delivery elapses, you can no longer return goods unless they are damaged or faulty.  Returning items - from 30 days to 180 days from deliveryIf your order is is Faulty or Not Working as expected after 30 days and before 180 days from receipt, here are your options:(a) We will refund you to the original payment method(b) We will exchange the item for the same item (if available)(c) We will exchange or part exchange the item for any other in stock item on sale, or a different variant of the same item(d) We will award an accurascale Gift card with an equivalent amount(e) We will award you to a discount code which you can apply to a future purchase at the time of ordering (we offer a 10% value bonus on this option, so if we will refund you £100, you get a discount valued at £110)In this case, you need to tell us the goods are being returned, by using the Returns facility on our website and getting a Return Number, within 180 days, and return the goods to us within 14 days of opening that return case. Any parcels containing items not registered and approved for return via our online returns facility will be returned to the sender unopened.     The items returned must be:(a) In original condition(b) In the original packaging(c) Not modified in any way      accurascale will cover the return postage for items that are damagedin transit, or faulty on receipt. You can choose from a range of courieroptions, including:  DPD and EVRI in the UK     Deutsche Post and DPD in GermanyChronopost in FranceCanada Post in CanadaDHL for Rest of World     Alternatively, you can choose to use your own postage option, which will we reimburse you for in the form of store credit upon submission of a copy of the receipt.Options available to you in this period to resolve the issue include:      (a) We will refund you to the original payment method(b) We will exchange the item for the same item (if available)(c) We will exchange or part exchange the item for any other in stock item on sale, or a different variant of the same item(d) We will award an accurascale Gift card with an equivalent amount(e) We will award you to a discount code which you can apply to a future purchase at the time of ordering (we offer a 10% value bonus on this option, so if we will refund you £100, you get a discount valued at £110)From Purchase - the accurascale lifetime warranty     After the 180-day period has elapsed (approximately 6 months)you are covered by the accurascale ‘lifetime warranty’ which provides for the original purchaser of the item, from accurascale.com or an authorised stockist, for a model that is deficient in material or workmanship when used normally from the date of delivery, we will provide one of the following options as sole recourse:     (a) A replacement model (the same model if available, otherwise areplacement from the same or similar range)or...(b) accurascale will repair the product using new or previously used partsor...(c) accurascale will provide free spare parts for the user, where such a failed part is readily replaceable by the user and they are happy to do soaccurascale will cover the return postage for items that are damaged in transit, or faulty on receipt. You can choose from a range of courier options, including:  DPD and EVRI in the UK     Deutsche Post and DPD in GermanyChronopost in FranceCanada Post in CanadaDHL for Rest of World     Alternatively, you can choose to use your own postage option, which will we reimburse you for in the form of store credit upon submission of a copy of the receipt.In this case, you need to tell us the goods are being returned, by using the Returns facility on our website and getting a Return Number, and return the goods to us within 14 days of opening that return case. Any parcels containing items not registered and approved for return via our online returns facility will be returned to the sender unopened.

Question 12

Can I exchange an item?

Accepted Answer

You can exchange an item subject to our regular returns policies. ( https://www.accurascale.com/policies/refund-policy) To start an exchange, log in to your account and head over to our Exchange centrehttps://www.accurascale.com/returns?show=account/You will be able to simply choose the item you want to exchange, then choose from any other item in the store, and complete the process quickly and easily.

Question 13

What is the Warranty on accurascale products?

Accepted Answer

Accurascale offer an incredible, industry first, of a lifetime manufacturer’s warrantyLifetime manufacturer’s warranty on all new, in stock and forthcoming accurascale models!What about the accurascale models you already own?Well, we have not forgotten about you either! So, how about this? We are EXTENDING our lifetime manufacturer’s warranty to all models ever sold new by us, or new by our retailers in the past, too!This covers; LocomotivesAccessoriesWagonsCoachesWeathered or renumbered your model? Don't worry you're still covered for any mechanical or electrical concerns. We really believe in our models, so we will stand over them for life! Should you be considering your next model purchase, you can check out our range, safe in the knowledge that we will have you covered, for life!

Question 14

Accurascale Limited Lifetime Warranty: Terms & Conditions

Accepted Answer

ACCURASCALE LIMITED LIFETIME WARRANTYThe Accurascale Limited Lifetime Warranty is a voluntary warranty provided by the manufacturer which offers rights separate to the user’s statutory entitlements under consumer law. Therefore, the benefits provided by the Accurascale Limited Lifetime Warranty are additional to, not replacements for, those entitlements.The Accurascale Limited Lifetime Warranty comes into effect 30 days after the product is received by the customer and covers the product as housed in its original packaging against deficiencies in materials and workmanship when used normally from the date of delivery. The Accurascale Limited Lifetime Warranty only applies to a product when purchased new from either Accurascale or an authorised retailer and while it remains the property of the original purchaser. Any claims made which do not fall under the scope of the warranty terms will not be accepted. The Accurascale Limited Warranty does not apply: (a) to consumable components, e.g. batteries or coatings designed to diminish over time, unless occurrence is due to a deficiency in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and breakages unless occurrence is due to a deficiency in materials or workmanship; (c) to damage resulting from use with a third party component or product, including but not limited to use with older power supplies (e.g. Hammant & Morgan Clipper) which output impure transformation of mains AC voltage to DC voltage, homemade power supplies, or power supplies not intended for use with model railway equipment; (d) to damage caused by accident, abuse or misuse, fire, liquid, chemicals, excessive heat, improper ventilation, power surges, excess or incorrect voltage, neglect or other external cause; (e) to damage caused by operating the product outside Accurascale’s guidelines; (f) to damage caused by service performed by an individual who is not authorised to do so by Accurascale; (g) to a product that has been modified to alter appearance, functionality or capability; (h) to damage caused by normal wear and tear; (i) if any serial number has been removed or rendered illegible; (j) where the product is used as part of a profession, trade or other business; or (k) if Accurascale is informed by relevant authorities that the product has been stolen or if you are unable to provide evidence that you are the authorised user of the product (e.g. by presenting proof of purchase from Accurascale or an authorised stockist).If you submit a claim Accurascale will, at its discretion:(i) issue a replacement product of the same model (or with the user’s consent a product that has the same or substantially similar features as the original product – e.g., a different model with identical features, or the same model in a different colour) that is new or comprised of new and/or previously used parts and has been tested and passed as fit for purpose, or(ii) repair the product using new or previously used parts that have been tested and passed as fit for purpose.When a product or part is replaced or a refund provided, any replacement item becomes the user’s property and the replaced or refunded item becomes Accurascale's property.A replacement product or a repaired product assumes the remaining warranty of the original product.WARRANTY SERVICERepairs covered under this Limited Lifetime Warranty must be conducted by a person who is authorised by Accurascale to undertake such work. No reimbursement or warranty cover will be forthcoming for work carried out by unauthorised persons.To submit a claim for support under the terms of the Accurascale Limited Lifetime Warranty, the customer must first set up up an account on the Accurascale website (www.accurascale.com) and register the product via the ‘Lifetime Warranty’ section in the account dashboard. Returning an item will incur a £5 assessment fee which will be reimbursed in the form of a discount code amounting to that value following inspection by an Accurascale service engineer and eligibility for warranty cover is confirmed. The customer must arrange to have the item shipped to an approved Accurascale facility at their own expense in secure packaging, and the cost of postage will be reimbursed by adding the corresponding value to the total value of the discount code issued for reimbursement of the assessment fee. This code can be redeemed when placing a new order through the Accurascale website. Onceassessed, the product will be replaced, or repaired as appropriate. The service team aims to complete this process within 28 days after initial assessment. Accurascale will cover the cost of return postage the customer’s location once eligibility for warrant cover is approved and instructions regarding the method of packaging and shipping are adhered to. Any faulty item which is deemed not to be eligible for support under the terms of the Accurascale Lifetime Warranty following assessment will not receive attention and the sender will be invoiced for the cost of return postage, which must be paid prior to shipping.In circumstances where a defective component or accessory is easily replaceable by the user, Accurascale may elect to provide the necessary spare parts so that the user can repair the product themselves. Accurascale is not responsible for any labour or material costs incurred by the user in such instances.CONSUMER PROPERTY LEFT IN PRODUCTAccurascale does not accept responsibility for any third-party accessories such as DCC decoders, detail parts, or other personal property not removed from the product or its packaging prior to being returned. Furthermore, Accurascale does not accept responsibility for data loss experienced with such third-party accessories as a result of return procedures or any warranty work carried out on the product.LIMITATION OF LIABILITYAccurascale is not responsible for any indirect or consequential loss arising in connection with the product. Accurascale is not responsible for any failure in service arising from the company, its employees, contractors, or other representatives being delayed or otherwise hindered in the delivery of their commitments under this Warranty due to any circumstances arising which are beyond their reasonable control. Other than the rights the user is entitled to under consumer law, all warranties, terms, and conditions not set out in this text are excluded from the Accurascale Limited Lifetime Warranty. Accordingly, Accurascale makes no other promises, conditions, or warranties about the service other than those outlined in this document.

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