Terms & Conditions, Shipping and Returns
P&P CHARGES / DELIVERY AND HANDLING
Following developments regarding the recent COVID-19 outbreak, delivery networks have been experiencing delays to a number of destinations.
Hermes: have suspended their signature option on all deliveries as all shipments are being delivered contact free until further notice.
Royal Mail: Despite best efforts some services may be disrupted.
Due to the recent outbreak orders will still be processed but we cannot guarantee delivery times. All orders will be dispatched with 1-2 days (excluding Sundays and Bank Holidays).
Thank you for your patience and understanding.
Where total item costs are up to £74.99, we offer:
Standard Shipping charged at £3.95 and
Express Shipping charged at £8.95.
Where total item costs are £75 and over all orders receive:
Express Shipping charged at £7.95.
Handling Time / Delivery Methods
We endeavour to process orders as quickly as possible. We use a variety of delivery methods depending upon order value and weight. Below is a summary of our processing for different order types:
Delivery Method: Next Work Day Service - this will usually be a courier service (couriers do not delivery on Saturdays, Sundays or Bank Holidays), but alternative next day services may be used.
Cut-Off Time for same day processing: 12:00 p.m.
Exceptions: See below
Orders under 1 kg which fall into the Royal Mail Small or Medium Parcel categories
Delivery Method: Royal Mail 1st Class Post (1-2 day delivery)
Cut-Off Time for same day processing: 12:00 p.m. (later if we can)
All other larger or heavier orders
Delivery Method: Courier Service (2-3 day service)
Cut-Off Time for same day processing: 12.00 p.m. (later if we can) on day of order these items will be processed but may not be collected by the courier until the following day.
Exceptions to above:
- For UK addresses in remote areas and over water (inc. NI) in the "Highlands and Islands", we will not use an overnight courier for these orders as this attracts significant premiums. We will find the quickest reasonably priced service available for the particular order, given its weight. Very bulky orders may attract an additional charge depending on exact location - feel free to clarify costs before buying by emailing us.
- Orders received after cut off that are to be sent by overnight courier - if it is still possible to process and send the order via Royal Mail 1st Class that evening, we may do so, especially on a Friday to take advantage of the Royal Mail's Saturday delivery. We want you to get your order as quickly as possible.
- Regular Customers - As a small company, we recognise our regular return customers. We may splash out to give them a faster service than their order merits!
Please Note: Whilst the above service level is something we aim for and hope you can rely upon, we may on occasion come up short due to unforeseen circumstances. This is extremely rare and we will contact you immediately if there is an issue with your order. We also rely upon the delivery companies we use to perform and you, the customer, to provide us with correct details (email, contact no., address) so we can provide a high quality reliable service.
Welcome and we hope we can help you.
We have set up shipping charges that will be calculated at checkout based upon the weight of the items that you have purchased. This should provide us with what we need to dispatch your order using Royal Mail's services.
If your order is over 2kg, we cannot use Royal Mail. Your shipping options will say "Order Too Big - Please contact us for a quote". Please do and we will provide you with the correct shipping price.
Our pricing is based upon weight only. If you order non-train products that are large in size and your package is larger than permitted with the standard Royal Mail overseas services, we will need to find alternative options that may be more expensive than the website calculates. If this is the cas, we will contact you regarding any additional amounts that may be required.
For some countries we may need to use alternative shipment methods to allow tracking of your order as it is not offered by Royal Mail. If this is the case we will contact you if there is a further charge to pay.
Whilst we endeavour to help everyone who comes to Thomas to You, we do reserve the right to refuse any order placed on our website and provide the customer a full refund.
CONDITION OF GOODS RECEIVED
At Thomas to You we take care to ensure that your goods arrive in good condition. If they do not, please contact us.
In our continual effort to offer the widest range of Thomas Wooden Railway Products, we buy products in from all over the world. Sometimes stock will get damaged in transit to us (dints and dents).
Where this damage is very minor and perhaps to a bottom corner of a box or around the back, we offer that to customers as standard product and hope that you will accept these small imperfections that have occurred in the product's travels.
Where damage is anything but very minor, we will offer a discount sell the item using a "Packaging Problem" option for the product. Please do not expect a badly damaged box - we are fussy on your behalf - and it may just have a noticeable dent to a front corner, or a tear somewhere that we have noticed. We realise that the intended recipient will probably not notice or care, but feel a discount should be offered and will hopefully be appreciated for any imperfection.
Please note: the contents are never affected - only the packaging will ever be imperfect.
TERMS AND CONDITIONS
We do not have extensive terms and conditions. In short, you place an order with us and we will, where possible, fulfil it as quickly as possible. We do reserve the right to reject an order and refund you in full if:
i) we do not have sufficient stock of an item and cannot easily source more (retired stock) - this includes stock-outs where we have not amended the listings to reflect this;
ii) insufficient P&P has been provided (overseas customers) - we will offer the opportunity to provide required additional funds; or
iii) we do not wish ship to the provided address (PO boxes, some overseas locations where we have encountered difficulties).
We apologise for any inconvenience a rejection and refund may cause, however will not be held financially responsible in any way.
We expect valid, monitored email addresses, postal addresses and telephone numbers to be provided when ordering. If this is not the case and issues arise delivering an order, resulting in the order being returned, then the customer will be responsible for covering delivery costs. If the order is to be resent, this will need to be funded. If the order is subsequently cancelled, then actual costs incurred relating to the order (delivery cost and transaction processing charges) will be deducted from any refund - please note that our P&P charges are often lower that actual costs we pay to deliver goods - we will provide proof of cost incurred if it is greater than our P&P charge.
Our returns policy is below and our delivery and handling aims are above.
We want you to be happy with your goods. A happy customer is hopefully a returning customer. If there are any problems with your order we will do our best to resolve them to your satisfaction.
If you receive goods that are faulty, please contact us - you may be encountering a problem we are familiar with that can be easily fixed (e.g. battery flat). If the problem is a genuinely faulty product we will replace the item or provide a full refund if we are not able to replace it. It will need to be sent back to us (we will refund postage costs upon receipt of genuinely faulty product).
If you wish to return unwanted goods unopened as you have changed your mind or it was a duplicate present we will, upon receipt of the item in its original condition, refund you your purchase price (less any postage and packing costs we incurred in its original dispatch to you). You will need to fund the return of the product.
As a first step we would ask that you contact us and tell us your plans so that we can clarify the details of the above as it relates to your situation.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, (in accordance with the Data Protection Act 1998) and according to Which? Web Trader Code of Practice.
We collect information about you for two reasons: firstly to process your order and secondly to provide you with the best possible service.
The type of information we obtain about you is:
Your telephone number (occasionally required)
Your email address
(Please note: we do NOT have access to any of your credit card details).
We do not sell or give your details to any third parties.
Any personal information that we hold will be held securely in accordance with our internal security policy and the law. Once we have fulfilled your order, we maintain a log of our transaction with you for accounting records only. We may refer to past transactions if you have dealt with us previously but only to enable us to provide you with a better service.
If you have any questions / comments about privacy, please Contact Us.