Frequently Asked Questions

What guarantees do I have that I will receive my model?

All our projects are separately costed and the funds ring-fenced for each project – we will never cross-subsidise one project with the funds from another.

We will not start taking any money until we are confident that there is more than enough interest for the project to go ahead and that we have built sufficient contingencies into the project.

We will keep you updated (through this website and our newsletter (if you sign up for it)) at all stages of development so you can see how your money is being spent.

And of course you can always ask for a refund at any point in the process.

 

I didn’t receive a confirmation email

Normally the system should email you a confirmation email containing your order details when payment has been received, however we have noticed that when the site is busy (as it becomes more popular!) that the first thing it does is stop sending *some* confirmation emails.

If you don’t receive a confirmation email then please first check that the email address we have on our records (in My Account under Shop in the menu) is correct. If that is correct you can always check any of your orders with us in the My Account section which contains a record of all your orders.

Will you combine postage costs for multiple orders?

If you place multiple orders for the same product we will pick the most cost effective way of packing your orders and refund you any P&P savings (NB if the cost of P&P comes to more than we have charged you we won’t charge you any additional money!).  We will only be able to do this when we send out your goods.

Why do you not publish a phone number?

We are a very small part-time business – there are two of us (Ben and Mike) that do this in our spare time.  We can not guarantee that there will be anyone available to answer phone calls or to call people back in the evenings.

As a result our business is largely internet-based (or you can come and talk to us at one of the exhibitions we attend).  This means that we will reply to your queries as and when it is possible for us.  We will try to respond within 2-3 days, but sometimes (particularly when we are busy – either with Revolution Trains or normal life!) it will take us longer to respond to your queries.

Many of the answers can be found on our website by checking our project update overview here or by logging in to your account to check your orders.

My tank rattles what should I do?

The tank rattling suggests that the barrel weight (part 32) has come loose from its retaining clip. A loose weight shoul have no impact on running, but if you would like to put it back in position then gently ease off the barrel end (part 6) with no ladders – please take care not to damage any of the detail while doing so! Slot the weight back into the clip –  you may wish to use a small amount of superglue or epoxy to secure the weight. Refit the barrel end.

My wheels are not free running.

First of all check that the wheelsets are correctly seated in the bogies (part 10).

If that does not work then try loosening off the screw (part 41) attaching the bogie by a quarter to half a turn.

Finally check that the close coupling mechanism is not interfering with the wheels. To do this – remove the bogie and check that the H shaped insert (part 7) which holds the coupling in place is absolutely flat and clipped in properly – there is a piece that clips into the barrel and holds the coupling mounting.

If none of the above works please get in contact with us!

What warranty spares will be available?

Our manufacturer will offer a 1 year warranty and full spares will be available from the outset.

When will my card be charged?

Your card will be charged immediately on check out – this allows us to develop the models in the quickest and most cost-effective manner.

Why should I bother – am I not better off waiting for others to commit to this?

Absolutely not! The funding model for the project relies on crowdfunding – essentially anyone who wants the project to go ahead is able to invest in the project and in return receive models.   We will only produce the models that are pre-ordered.

What is crowdfunding?

Crowdfunding is a new way to fund creative products.  If people like one of our projects, they can express interest.  Once we have enough interest to make the project viable we will start development and open the order book. The order book closes when we are about to begin production and we will only produce what is ordered.

What is early bird pricing?

Our early bird pricing enables us to reward our customers who back a project and place an order in the early stages of development.

When do I have to pay the balance?

We will ask you for any balance due as we approach the deadline for orders for each model – if we have yet to set an order deadline then it means that model is still under development and that we do not have an exact timeframe for closing the order book.  If you are signed up to our newsletters we will give you plenty of warning.

When will I have to give my set name / number selection for the Pendolino?

We will contact all Pendolino customers who have yet to make a set selection just before we finalise the final production order.

How do I change the delivery address on open orders?

Updating the shippping/delivery address in your account will only affect new orders.  If you have existing orders with us please drop us an email asking us to update the delivery address – the software is not intelligent enough to know whether you have moved or whether you just want different orders to be delivered to different addresses!

When will my model be delivered?

With any manufacturing process it is difficult to give cast-iron delivery dates, however we will always keep our website up to date with the latest developments of each model. As soon as we know a definite production schedule (and therefore a likely timescale for delivery to the UK) we will update our website.

When is the deadline for ordering?

Each model will have a well-publicised order deadline.  If no deadline is shown on either the project page or in the shop section then that means that we have yet to set an order deadline. We set an order deadline so that we can confirm production numbers.

Once the order deadline has closed we can not guarantee that we will be able to supply additional orders, though it is worth asking in case we have any cancelled orders.

 

Why does my order say “processing”?

Processing is our website’s status for an order that has been accepted but is waiting to be shipped.

My tanks uncouple – what should I do?

A potential problem is either related to assembly or knocks in transit where the close coupler cam mechanism is not flat.

Basically remove the bogies and check that the H shaped metal insert which holds the coupling in place is absolutely flat. The piece clips into the barrel and holds the coupling mounting – make sure that it is completely clipped in.

For more general pointers on couplers – the starting point with any couplers is always check that they  flat. If they are droopy then you can try swapping couplers around or look at the problem referred to above.

One final potential problem is that the coupler pin might be slightly too long – this should not be a problem for most people but if you have any ballast above sleeper level in the track centre then a simple solution is to trim a very small amount off the coupler pin.

Why does the outstanding amount on deposits not equal 50%?

The outstanding balance shown for orders with deposits is the amount excluding VAT [this is in case the VAT rate changes between placing the order and paying the balance – you will always pay VAT at the correct rate].

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We have had a few reports of problems with our card checkout process - some users have reported a "Bad Gateway" error. If you get this error when paying by card please check your account to see if the order has been processed (do not re-submit the card payment otherwise you might be charged twice!). Our hosting company are investigating the issue. Dismiss