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Frequently Asked Questions


Here you will find answers to the most common questions. If you cannot find what you are after please Contact Us.

 


Do I receive a confirmation once I have placed an order?

Upon completion of your order you will receive an email confirmation. You will receive consequent emails letting you know what is happening with your order.

Can I cancel my order?

You are able to cancel your order, however to stop the item being sent to you, you will need to contact us quickly. We recommend that you should contact us by telephone to cancel your order. 

I have not yet received my order, what should I do?

Most of our orders arrive within 3-6 working days, even sooner if you have opted for Express delivery. Please note that if you select standard shipping the order will be sent by Royal Mail, please allow up to 14 working days for UK Royal Mail deliveries. If you opt for the Express delivery option please be sure to enter the correct email address - our courier DPD will send a text to let you know when the parcel will be delivered. If you have any questions please contact us.

What is your returns policy?

Our policy is to ensure that you are satisfied every time you purchase a product from us. If you are unhappy with your order please contact us and we can discuss the best way to move forward. 

If you return an unwanted item for a full refund please be aware that the product needs to be unused and complete with original packaging and all of its original components. 

How do I return an item?

We suggest that you contact us with regards to returning a product. There is a possibility that its easier and works out cheaper for us to collect the product from you.

Please do not return an item using the fastest courier assuming that we will cover the costs - you could be liable.

Our returns address is - Jadlam Racing Models, The Firs, Underwood Business Park, Wells, Somerset, BA5 1AF.

What are my rights if I decide I don't want the item (Distance Selling Regulations)?

You have the right to cancel your contract (order) with us any time up to 7 working days after receiving the order.
Items can be returned to us (see our returns policy for details) or collection arrangements made at your cost. If we collect the item from you, you will be charged the cost of collection, which will be notified to you at the time of cancellation. You must inform us that you wish to cancel the order in writing by email or post.

Please ensure that you have taken reasonable care of all products and that they are returned in an unused condition, complete with original packaging and all original components.

When will my item be sent?

When you have placed an order you will be sent a confirmation email, this will contain information on how long it will take to despatch. You will recieve emails at each stage, Packaging, Despatch and if you have selected a tracked service an email with the tracking details.

Generally orders are sent the next working day, however this depends on the complexity of the order and the time of year. (In the build up to Christmas it can take a couple days extra to pack, however if you have ordered before our Christmas order cut off date the item will be sent.)


When will i receive my order?

We will send you an email at each stage, Packaging & Despatch. However when the order is with the Courier company is it out of our control and its down to the courier to get the item to you ASAP. If you have chosen a tracked service you can watch the status of the package on the couriers website. Our standard UK service is Royal Mail 1st Class, typically this service is next day, however in busy periods this can take longer, see Royal Mails Website for more information.


Can i collect my order / Do you have a shop?

We are open for collection from 8am-4pm Monday-Friday, if you have placed an order for a large Scalextric/Hornby set please contact us in advance so we can ensure your order is ready when you arrive. We have a shop based in Wells, It has a permanent Scalextric Set (showing off all the latest features!). We are not able to display all of the products we sell in the shop e.g our Model Kit range consists of nearly 3000 products so not all are on the shelf. Every product is available for viewing before purchase.

What happens if I am out when you deliver?

Deliveries will usually be made on Monday to Friday excluding bank holidays. If you or the intended recipient is not in when the delivery attempt is made, our courier will leave a card confirming that they have tried to deliver. Please follow the instructions on the card to arrange re-delivery or collect your order.

My item is Faulty.

   Airfix

Occasionally you may find a problem with your Airfix item, although this is very rare. If you item has arrived damaged then contact us and we will send you a replacement (you may be required to return the damaged item). If your item is missing something, such as instructions, or an accessory, then we advise that you contact Airfix direct so they can send you a replacement item. You can contact Airfix by either visiting their website Airfix.co.uk or by telephone: +44 01843 233500

   Hornby

If you find that your item has been damaged due to mishandling during transit, then contact us, and we can send you a replacement. However if your item arrives faulty, or develops a fault then we advise that you contact Hornby direct. Hornby can fix and replace your item free of charge, and by contacting them directly they can keep you informed of how your repair is progressing. However you can still return the item to us if you wish, this may take slightly longer though. To contact Hornby you can either visit their website Hornby.com or you can phone them on +44 01843 233525

   Scalextric

If you find that your item has been damaged due to mishandling during transit, then contact us, and we can send you a replacement. However if your item arrives faulty, or develops a fault then we advise that you contact Scalextric / Hornby direct. Hornby can fix and replace your item free of charge, and by contacting them directly they can keep you informed of how your repair is progressing. However you can still return the item to us if you wish, this may take slightly longer though. To contact Scalextric / Hornby you can either visit their website scalextric.com or you can phone them on +44 01843 233525

   Playmobil

If you have a problem with or if there are missing parts from a playmobil item you can contact playmobil directly on +44 01268 490184. You can still contact us about the problem, however we do not stock spare parts. (We would have to contact playmobil.)

   Sylvanian Families

If you have a problem with or if there are missing parts from a Sylvanians item you can contact Flair directly on +44 0845 4561775 . You can still contact us about the problem, however we do not stock spare parts. (We would have to contact Flair.)

  Others

If you item develops a fault, arrives damaged, or arrives faulty then please contact us asap so we can arrange a replacement or repair.

If you have to return an item to us, please send by 2nd class post, if upon receipt we see the item has a genuine fault and has not been mis-used we will send you a replacement item and refund the 2nd Class postage cost. Please ensure you include a copy of your invoice and clearly mark what the problem is, this will help us get back to you faster.

Our Returns Address is: Jadlam Racing Models, The Firs, Underwood Business Park, Wells, Somerset, BA5 1AF.


I have received the wrong item.

Please return the incorrect item to us by 2nd class post, we will send you the correct item and refund the 2nd Class postage cost. Please ensure you include a copy of your invoice, this will help us get back to you faster.

Our Returns Address is: Jadlam Racing Models, The Firs, Underwood Business Park, Wells, Somerset. BA5 1AF.


I want to place a large order, can I get a special quote?

Please email your requirements to sales@jadlamracing.com, where we will endeavour to reply ASAP.