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   Frequently Asked Questions


Payment Queries

Which credit cards can I use?
Payment can be made by using, Visa, Delta, Visa Electron or MasterCard. 

Can I pay using my PayPal Account?
We also accept PayPal payments for which you can choose to use the Express Checkout facility. PayPal payments can only be made if you have an existing PayPal account and if there is sufficient funds for the total purchase price in your shopping basket. 

Can I send a Cheque?
We do not accept cheque payments for online orders.

Are there any other payment methods available?
We only accept credit/debit or PayPal as payment methods at checkout.  However, if your order is over £2,500.00 including VAT and you would like to pay by Bank Transfer / BACS / CHAPS, please contact us for further instructions.

Can I send a purchase order and receive a credit Invoice? does not offer Purchase Order facilities at this time and does not offer Credit terms under any circumstances.

Do I have to order over the website?
Ordering over our site is fast, easy and safe. Every item featured in any offline catalogue is here on the site but not necessarily vice versa. If you are still hesitant, you can contact us by phone to process your order. 

Is the site secure? uses industry standard application tools that encrypt your personal information preventing it from being accessed or read by any third party. We do not disclose your details to any third party unless it is necessary to fulfil your order. Click here to view our Privacy Policy.
I have placed an order but not received a confirmation email
Once your order is completed you will receive a confirmation email. If you don’t receive one after 30 minutes then there may be a problem so please get in contact with our Customer Services by email:
Can I cancel an order?
We aim to dispatch your order as soon as possible. Please contact us as soon as possible if you want your order cancelled. If your order has been dispatched, please return the goods back to us (at the customers expense) and we will either refund or exchange your order, depending on your wishes.

I have a Promotion/Discount Code, where do I enter it?
If you have one of our discount or promotion codes then you have the option to enter this on stage one of the checkout or in the shopping basket.


Delivery Information

Can I have my parcel delivered to a different address?
Yes, on the first stage of the checkout under the title “Shipping Information” choose the option “A Different Address” and enter the UK destination for your order.  Please be aware that if you wish your parcel to be delivered to an alternative address we may have to undertake some additional security checks in order to prevent card fraud.  Delivery is to a single address per order.

Delivery Address options

How is my parcel delivered?
Your parcel will be delivered direct to your door by Royal Mail Parcel Services or a third party courier.

Can I track my parcel?
We do not offer shipment tracking at this point in time as given the varying size of the products we sell orders may be shipped in small, large or oversized boxes.  We will only track your parcel (on your behalf) if it has not arrived within the specified delivery period.

To do so contact and we will email you back with an order update.

Do I have to sign for the parcel?
The delivery agent will require a signature and will require someone to be there upon delivery. If you are not there when the parcel is delivered the agent will leave a card and you can get in contact with them directly to arrange a suitable delivery time or collection from a local depot.

Can I request a safe place for the parcel to be left?
Unfortunately we do not offer this option under any circumstances.  Sheds, wheelie bins, etc. are not safe places to leave valuable items and insurance may be invalidated!

For further information visit our Shipping Info page

Returns Information

How much will it cost to return an item(s)?
We do not offer a free returns service so all returns should be sent via postal or courier services.

The price is dependent on the weight and size of goods. Please note, we do not charge delivery for any exchange items being sent out to you.

There is no need for you to organise a return for items that are defective or damaged and customers should follow the procedure laid out in our Returns & Refunds Policy.

Why do I have to pay to return an item?
This is because if were to offer a free returns service we would have to increase our prices to absorb the costs. We believe in giving you the lowest possible prices.
If however, your item arrives faulty or damaged we can arrange for a replacement to be shipped directly at no cost to you and the faulty item collected.

Lord & Butler Model Railways cannot be held responsible for any administration or additional shipping costs associated with an incorrect order, unwanted items or items included on an order that is cancelled after the order is shipped.

How long do I have to return an item?
Cases where the item is not as expected or unwanted must be reported within 7 day period of the delivery date and returned correctly and in an unused and resalable condition within 28-days.

What happens if I receive a faulty item? 
If an item is damaged, faulty or defective in any way then please attach relevant photographic evidence of the issue. Unfortunately, we cannot process any returns, exchanges or refunds without photographic evidence. If the item/s has a serious defect we will arrange to replace/refund the item, without question or prejudice. 

However, Lord & Butler Model Railways retains the right to refund the value and cancel an order/transaction when this is deemed as the best solution to both or either party.
What happens if I received the wrong item?
If you receive the wrong item then please email and we will refund you or send you the correct item as soon as possible.

The image looks different to the product I received
All the images on our website are as accurate as possible to the products. However, due to the differences in monitors, web browsers and systems used by our customers, colours and shades may not be 'exact' to the true product. All images are used for cosmetic purposes only. E&OE

What happens if an item is missing from my parcel?
If an item is missing from your parcel the get in contact us by email to We will then investigate and if necessary arrange for the item to be sent again.

For further information visit our Returns & Refunds Policy page

Further Information

Do the prices advertised include VAT?
All prices shown on the website are inclusive of VAT (in the United Kingdom). 

At the shopping basket or checkout stage you are able to see the excluding VAT amount of the each item, plus the total amount of VAT paid on the order and the percentage rate of VAT currently being charged in the UK.

Orders from any EU country or state are subject to VAT/Sales Tax charges applicable at the country of origin/sale. We do not process or ship orders outside of the United Kingdom under any circumstances.

Unfortunately, you cannot get VAT refunds for mail order goods, including Internet sales. 

Please see the following article for clarification on VAT rules in the UK: VAT for Consumers

How often is the website updated?
We are constantly updating our site to improve information, product offerings and prices!

Do I get a discount for bulk purchases?
Our website does not automatically apply discounts for bulk purchases and we already offer at least 15% off all locomotives, coaches and wagons.

We are able to offer further discounts to customers spending £3,000 or more in a single purchase, please get in touch by email for further information contact: