Sheffield Based- Since 2008.

Unless stated all items are OO Gauge (1:76)
(+44) 0114 3216 160.
(+44) 0114 2647 449.
         0 755 7126 651.
Email: support@oliviastrains.com
Skype Us
Mon - Fri- 09:00 - 17:00 / Sat- 09:00 - 16:00.

Terms & Conditions

Terms and conditions below do not affect your statutory rights, they apply to all forms of ordering (including postal & telephone)

  1. Special Delivery Is Guaranteed (By Royal Mail) For Next Day Delivery After Despatch– Not From Order Date.
  2. We will never commit to a guaranteed delivery deadline. While we can promise to despatch on time, we cannot promise a specific delivery date.
  3. If a parcel has to be redelivered due to customer error then another delivery charge will be made.
  4. We do not offer any guaranteed delivery times and we do not offer any compensation for any delay.
  5. 90% of our items are brand new however; we specialise in rare and limited editions, as such they may not be brand new but 2nd hand(we endeavour to ensure they are of a high standard) we pride ourselves that these products are in excellent condition, they come with our FULL warranty (excluding commissioned work warranty)
  6. Limited Editions are Not guaranteed to come with the certificate.
  7. Prices are subject to change due to Taxation Changes or production price changes.
  8. We reserve the right not to supply and to do so without providing any explanation.
  9. All commissions require full payment before the work is undertaken; charges will be incurred if subsequent orders are cancelled before delivery.
  10. If sending an item for work, we request removing loose detailing/ paperwork etc. We cannot be held responsible for these items becoming lost or damaged.
  11. Additional Services (Tail Lamp Modification/ Working Oil Lamps) Require The Locomotive to be sound fitted, this is due to the work involved.
  12. All prices include VAT where applicable.
  13. We will deduct  VAT on goods sent to selected non-EU countries (£10 Admin Charge applies for each transaction). VAT reduction must be asked for by the customer at the time of order or else will not be applied and cannot be reclaimed.
  14. Some pictures are for illustration purposes only to show an example of the product. This is stated on the product description.
  15. We will refund any money due to you within 30 days of receipt of the returned item, only when this has been agreed previously.
  16. Any postal charges & service charges are not refundable.
  17. Any complaints must be done within 7  days of receipt of the item; complaints must be documented via e-mail to support@oliviastrains.com
  18. It is the customers responsibility to fully check and test their order upon receipt and notify Olivia’s Trains before making any modifications. If additional modifications are undertaken by the customer after receipt of a model this will void any warranty with Olivia’s Trains should any problems or issue arise afterwards.
  19. All commission work undertaken has a warranty of 1 year; this does not cover customer negligence or manufacturers faults.
  20. Work undertaken to repair faults caused by customer are NOT under warranty and will incur charges for repair and postage.
  21. Olivia’s Trains are not held responsible for manufacturer’s defects/ faults or customer negligence; we can repair these at cost to the customer.
  22. Overseas Shipping charges are not shown, this is calculated during the order (due to weight changes/ size limits)
  23. All goods are shipped via Royal Mail unless requested otherwise.
  24. All goods are sent via a recorded delivery as proof of postage.
  25. We Cannot be held responsible for Delays caused by postage.
  26. Our recorded/ special delivery service comes with the minimum insurance value as specified by Royal Mail.
  27. It is the customer’s responsibility to claim any lost items caused by royal mail.
  28. Additional insurance if required must be specified by the customer and paid for.
  29. Olivia’s Trains is not held responsible for loss/ damage caused during postage.
  30. We are unable to refund or replace items until they are received by ourselves – you are advised to insure the parcel you Must contact us before returning, failure to do so will result in delays.
  31. We do not accept returns on commissioned items.
  32. Returns are Not accepted Unless you contact us first, we will repair/ replace where necessary. If return is agreed we will refund as Shop Credit or exchange to the original purchase price (excluding P&P & Service Charges)
  33. We will repair/ replace faulty items if necessary.
  34. Warranty work is returned to the customer via Royal Mail Recorded Delivery (UK) if a customer wishes an alternative delivery method (such as Special Delivery or Parcelforce 48hr) this is chargeable (Regardless of reason for return.)
  35. Refunds will not cover services/ additional work e.g. sound fitting and postage.
  36. Olivia’s Trains is not responsible for paying the customer return P&P, we recommend returning the item in the box it was sent to you..
  37. If returned item is found to be without fault, we will contact the customer and will require payment for return postage.
  38. All information is collected lawfully and in accordance with the Data Protection Act 1998. Information is for the use of Olivia’s Trains in operating our retail business and is used solely for this purpose. In accordance with the Privacy & Electronic Communications Act – “We do not send random marketing emails to personal email addresses (spam- we detest it!) we use e-mail addresses to inform the customer of changes & despatch. If you do not wish for details to be retained. Please inform us.
  39. We require certain data- Name, Address & product purchased for database/ warranty reasons.
  40. If a parcel is lost in transit, you must allow 15 working days (from the day of despatch) before you can proceed with the claim. we will not replace until we are satisfied that this parcel is genuinely lost. We will Replace the item- Not Refund.
  41. Repairs to Faults/ Damage caused by the customer removing the body (after specialist work done) will be chargeable.
For more information contact us on 0114 2647 449 or email support@oliviastrains.com