The swap counter
Start with the order, not with us
Returns, refunds and replacements are handled by the store that took your payment. Open your order, choose the problem that matches, and the options appear straight away. It is faster than writing to us and it is the only route that can actually move money or send a parcel.
A pack arrived short
Count before you build, because once pieces are in a model nobody can tell. If a count is wrong, report it as an order problem and say which part is missing and how many. We would rather send a replacement pack than argue about a dozen pins.
Something is broken
A cracked cylinder, a bent axle, a locomotive that will not take power on arrival: photograph it, report it as damaged, and the store will arrange the replacement. If the fault is something we should know about in the moulding or the assembly, write to the parts desk as well — that information comes back to this bench and changes the next run.
A model stopped working later
Tell us what it was doing and for how long. Many railway faults are dirty wheels or a loose rail joiner rather than a dead motor, and we would rather talk you through a fix than have a working locomotive thrown away.