BELOW IS AN OVERVIEW OF OUR SHIPPING, RETURNS AND PRIVACY POLICIES

PLEASE READ

P&P CHARGES / DELIVERY AND HANDLING

Our website calculates P&P charges for UK Customers.
Overseas Visitors are welcome but please read the note below.

P&P is charged based upon the total cost of items:

Total item cost up to £74.99 - P&P is £3.95
Total item cost over £74.99 - P&P is £7.95

Handling Time / Delivery Method


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:

Orders of £75 or more with a £7.95 P&P charge

Delivery Method: Overnight Courier
Cut-Off Time for same day processing: 12:00 p.m.
Exceptions: See below

Orders under £75 with a £3.95 P&P charge

Under 1 kg which fall into the Royal Mail Small Parcel Category
Delivery Method: Royal Mail 1st Class Post (1-2 day delivery)
Cut-Off Time for same day processing: 2:00 p.m. (later if we can)

Under 1 kg which don't fall into the Royal Mail Medium Parcel Category
Delivery Method:  Courier Service (3 day service)
Cut-Off Time for same day processing: 2.00pm (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.

Over 1 kg
Courier Service (3 day service)
Cut-Off Time for same day processing: 2:00 p.m. - on day of order these items will be processed but may not be collected by the courier until the following day.

NEED IT FAST?
If you need your order (<£75) sent by overnight courier - to guarantee next day delivery or avoid risks associated with Royal Mail around Xmas - you can purchase a Courier Upgrade (see Express / Overseas Postage page). There is a £5 charge (orders over £75 will automatically be sent by overnight courier - subject to exceptions below)

Exceptions to above:

  - 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 (e.g. Playtables) 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.
  - Playtable orders - These will be sent using a 1-2 day courier service, not by overnight courier (excluding remote addresses covered above).
  - 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.


OVERSEAS CUSTOMERS

Welcome and we hope we can help you. Our prices for postage and packing is for delivery within the UK. If you would like items dispatched overseas please contact us (go to Contact Us) and provide your required list of items and we will advise if there is any additional cost involved and how to complete the order on our website.

If you place an order for delivery overseas without contacting us and additional funds are required
, we will invoice you separately for this amount. You can either pay this amount or cancel the order and receive a full refund (£0.20 will be included to cover fixed transaction charges we suffer for this additional payment).

Guide for European Customers:
For small orders of trains there should be no premium to pay. It is only weightier/larger items that will cause additional cost.
Estimated shipping costs for larger orders are 1kg (11 small trains) - £6.95, 2kg - 10 kg £11.95 - £20.95 (estimate) depending upon country.

Guide for the Rest of the World:
Outside Europe costs rise a bit quicker. Orders over 300g (3 small trains) will cost more than the charged £3.95, with 500g costing £6.95, 1kg costing £11.95 and then about £1.15 per additional 100g. Any package of 2kg-10kg will need to go by Courier and these vary by country, but generally will be in the £20 - £30.

For certain countries where we have encountered package losses, we will only send via tracked means and this will add to delivery costs.

Please send us your wish list and where you want it sent and we will tell you the cost.


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 and will add "Packaging" to the listing name or offer a "Packaging Problem" option on a 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.

We have set up a page offering a selection of these goods HERE.

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.


RETURNS POLICY

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 - go to 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 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 (has never happened yet!) 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 thet you contact us and tell us your plans so that we can clarify the details of the above as it relates to your situation - go to Contact Us 


PRIVACY POLICY

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 name
Your address
Your telephone number (occassionally required)
Your email address

This is provided to us by Paypal, who manage our shopping cart, to allow us to fulfill your order. Please see Paypal's privacy policy to gain comfort regarding using their shopping cart.

(Please note we do NOT have access to 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, go to Contact Us