Mark's Trains Ltd, Workspace House, 28-29 Maxwell Road, Peterborough, PE2 7JE    01733 609 414

Payment, Shipping & Returns Policy

Payment Methods

Credit and Debit Cards

Mark’s Trains uses a BarclayCard payment module to accept payment by debit card and credit card. This module is used specifically to ensure that our checkout process is totally safe and secure, we do not save or transmit your debit/credit card details in any way. Card details are taken securely on BarclayCard’s website, which loads when you click to process payment. You will then be redirected back to the website upon completion or error. This is a secure way of handling payments without the data being collected on our website (which is secure anyway). Payments meet full PCI DSS.

Telephone Payments

Mark’s Trains is able to take credit and debit card payments over the telephone using our BarclayCard desktop terminal. Your card details are entered in to the terminal using a secured connection (SSL) which are transmitted through BarclayCard for processing. BarclayCard’s terminal meets all PCI DSS standards and incorporates fraud prevention screening through 3D Secure as well as address and card verification checks. We do not record, save or store your credit/debit card details in any way, any details given over the phone are purely for entering in to the terminal at that time. The only exception to this is when authorisation is needed, in which case the details are written down for this purpose and shreded immediately after the process is completed.

Bank Transfer

If you select this method of payment you will be provided with Mark’s Trains’ bank account details to make a bank transfer payment for your purchase. This is a particularly good method of payment as it minimises transaction charges for both parties and is quick. You will receive an email confirming receipt and a shipping schedule on receipt of payment.

Shipping Charges & Information

All UK orders exceeding £50 are tracked and insured.

UK Orders

Usually dispatched within 24 hours of the order being processed (card being debited or bank transfer clearing), except for weekends (after 12 pm Saturday) and public holidays.

Orders weighing less than 2 Kg are normally dispatched by Royal Mail’s Signed For service if less than £50 in value, or Royal Mail’s Special Delivery service if more than £50 in value. Shipping rates are weight based in accordance with UK Royal Mail standard weights plus a small charge for packaging and materials. From time to time certain items are offered with free shipping, please keep an eye on our special offers for more details.

Orders weighing more than 2 Kg are sent by courier (usually Parcel Force) on a 48 hr delivery basis from dispatch.

International Orders

Usually dispatched within 24 hours of order being processed (card being debited or bank transfer clearing), except for weekends and public holidays.

Orders are usually dispatched by Royal Mail or a courier. Add your required items to the cart and you will be able to see shipping rates to various countries. If you can not see an appropriate rate for your delivery destination please contact us by email and we will manually invoice you by email.

Returns, Refunds & Cancellation Policy

In order for us to be able to process returns quickly and effectively, please enclose a covering letter with the following details:

  • The fault with the item
  • The original invoice number
  • Your contact details including telephone numbers (work, mobile etc)

UK Customers

The cost of return postage will be reimbursed in the instance of faulty or incorrect items, if requested in the covering letter, and returned by the appropriate option of:

  • Royal Mail Second Class with “Proof of Postage” for parcels below 1 Kg
  • Royal Mail First Class with “Proof” of Postage” for parcels weighing more than 1 Kg

Items with a value of £50 or more will require Special Delivery. Always obtain a proof of postage. It ensures that, in the event of a missing parcel, you can prove it was posted to us.

International customers

Please return the items to us using the most economic method

Faulty, damaged or incorrect items need to be reported to us within five days of receiving the item. The items should be returned to us in the condition they were received, preferably in the original parcel/wrapping. If it is not possible to return the item(s) in the original parcel/packing they should be suitably packaged to prevent further damage whilst in transit.

Unwanted items

Will normally be refunded, if returned within 10 days of receipt, when returned with the item and packaging in as new condition.

Our procedure once items have been returned to us

Items will be tested as soon as is possible, and dealt with appropriately. Any goods that are tested and found to be in good working order will not be eligible for replacement, and will be returned. In some circumstances, it may be necessary for an item to be returned to the manufacturer. Should these circumstances arise, we will notify you. Faulty items must be returned to us, before we can start the process of replacing them.

Please address returns to:

Mark’s Trains Ltd
Workspace House
28-29 Maxwell Road

Availability Policy

Mark’s Trains operates a stock availability policy as follows:

Website stock levels are automated, regular reviews of the system are carried out, all stock items are available for dispatch within the timescales set out in the payment and shipping policy.

In the unlikely event that an order for a stock item is delayed you will be informed by email within 24 hours of placing your order. This communication will clearly highlight all available options including cancellation and immediate refund.