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Frequently Asked Questions

Payment;

Payment;


How do I pay for my order, and is it secure?

Answer; We like to make payment for orders as easy as possible. To this end we are able to accept most major debit and credit cards namely; Mastercard, Visa (Credit and Debit cards), JCB, Maestro (UK and International), Delta and Solo. All payments are charged in GBP (£). We use an external payment system provided by a leading card processor 'SECPay' - Paypoint to process card transactions who provide the security for the payment gateway. For more information please visit the SECPay website.

When you place an order although your card is checked for validity by placing a holding charge upon it for the full value, but we do not require upfront payment, therefore your card is only charged immediately prior to the dispatch of your order.

We would ask you to remember therefore that although your order may be accepted by SECPay at the time you place it, when you card is subsequently charged it is possible for it to be later declined.



The Cotswold Heritage Range;

Your new website does not seem to have all of the products your old website did - why?

Answer; We have spent considerable time designing the new website in response to customer feedback and the need to continually review customer and site security as such we have added many features. These include;

> A new, easier to use design and check-out facility.
> The introduction of 3-D 'Verified-by-Visa' and 'MasterCard Securecode' payment technology.
> The ability to download files for example, instructions and current price lists.
> The facility to allow ordering on-line for some overseas customers.
> A newsletter sign up function.
> An enhanced "contact us" facility.

You are correct that our full range is not at present shown on the website. We will be working on adding content and allowing more products to be purchased online during 2008. In the meantime our full colour catalogue is available to order online, covers our entire range and includes a price list.



Postage;

Postage;

Is it possible to use an alternative international shipping method / would it help if I requested items from the kit to be removed?

Answer;

The only international shipping methods www.modelsteamenginesuk.com uses (at the time of writing) are;
>Parcelforce International Datapost or International Scheduled
>Parcelforce Euro48.

The initial stages of the checkout will calculate shipping to your country and select the most cost efficient shipping method we use. These services are some of the few on the market advertised as tracked and require signature / monitor delivery. This is now company policy since we have lost out badly in the past when using other services.

With regards to removing items from the product, unfortunately this would not assist in reducing shipping costs since in the UK, international postage is based not just on mass but also volumetric calculations.



Catalogue Download;

Catalogue Download;

Having dowloaded the catalogue, when I try to open it my computer failed to open the file and /or my computer informs me the file is damaged

Answer;

All of our files are checked before they are uploaded and have been tested on all major computer systems.The following advise should allow you to sucessfully open the file. It is important it is followed in this order.

1. Open the file using Microsoft Notepad / Apple Mac Textedit. (This is done by right clicking ont he downloaded file and chosing "open with").

2. To check the file downloaded correctly, scroll down the text, it should end with %%EOF.

3. If %%EOF is absent, redownload the file and check accordingly.

4. Check your computer has Adobe Reader Version 8. This is a MINIMUM requirment and the software has been very recently released.

5. Check your Adobe Reader software has all the lastest updates downloaded.

6. Try and open the file.

Should this fail to allow you to open the file, please contact us directly for further assistance.



Why do you charge for a Catalogue to download?

Answer;

The catalogue download facility since its introduction has proven popular with our customers, enabling access to our catalogue immediately and in a format which may be viewed on a PC.

There are costs in providing such a facility. This includes for example:
> the costs of developing the ordering and instant downloading facility;
> costs of maintaing this facility on our servers;
> the considerable cost in producing our catalogue which is not merely limited to printing, but extend to graphic design and photography; and
> the costs associated with processing your order.

The facility also offers particular benefits to our many international customers, avoiding the need to pay international postage and allowing a considerable time saving from order to delivery. Moreover, it should be noted that we do offer both formats: download and printed allowing the customer to choose.

Ends





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