Help

Click a heading below to jump to Help Categories.

• New Customers
• Shopping with Us
• Order Information
  
• Return and Refund Procedure
• Delivery
• Charges and Options
• Security and Privacy

New Customers

Getting Started

At Wonderland Models we have selected the best from our shop to create a great range of over 10,000 products which you can access 24 hours a day, 7 days a week. We hope that you'll find using our website quick and convenient. And you can trust Wonderland Models to guide you safely through the online shopping experience, because your privacy and security is extremely important to us.

These four features will help make your shopping experience even easier.

Home page link:

The home page link is always in the top centre of your screen, just to the right of our logo. You can get back to our home page by clicking either this link or the wonderland logo.

Categories Menu:

The links in the categories menu at the top left column, directly under our logo are the names of the "departments" of our online shop. Clicking on one of these names will take you to a new page that contains all sections and products included in that area. The Shop by Brand menu further down the left hand column will show you all products we stock in that brand.

Search box:

The search box is always at the top of the page. You can search by product or brand name, key words such as the product type, or the model number. You may also like to use our A - Z product index which is available on our site map.

Your cart:

Your shopping cart summary is always shown in the blue band at the top of every page. It shows you the quantity and subtotal of any product(s) you've put into your cart.

Using Search

Our Search engine works by checking your search term against all the product titles and product codes currently on the website. It then shows products on the page that may match your query.
You can search in broad terms such as car, or be more precise such as remote control car. A generic term such as model may return far too many results for you to sift through. However, if you put in die cast model, then you'll get a much more refined result to look at. You'll get most precise results by searching for a product model number, which you may have.

Payment Options

We accept MasterCard, Visa Debit and Credit, Visa Electron, Solo and Maestro. Payment will be withdrawn from your account shortly before dispatch of your order. We use the online bank Protx to authorise all transactions. We also offer you additional security through the verified by Visa and MasterCard secure schemes. You may also pay using wonderland online gift vouchers. You may use a combination of gift vouchers and any payment card we accept to pay for your order.

Placing your order

Once you've found the items you wish to buy and have added them to your cart, you can begin the checkout process by clicking on the "Basket" links at the top right of your screen.

1. You can go straight to checkout to pay for your goods and arrange delivery. You will also be asked to register with us so that you can retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details.) You'll be asked to set up a password to access your account.
2. If have already registered online with Wonderland Models either at our new site or our old site, simply enter your email address and password.
3. At checkout, you can review and amend your order details on the Order Confirmation page.
4. When you're ready to complete your order, click the 'proceed to checkout' button and wait for an online receipt. You will be taken to Protx to submit your credit card details in a secure environment. You'll also be sent 2 confirmation emails shortly after placing your order, one from Protx and one from us.

It is our policy to ensure the data we hold about you is correct. When placing an order online or by phone, please ensure you give us correct information. Incorrect information may result in your order being delayed or in the case of an incorrect address, may be lost. In this case, we are not responsible for the loss.
If an item becomes unavailable or is unexpectedly delayed, we shall keep you informed of expected delivery time, or offer you an alternative.

If you need help placing an order or have any other questions, please email us or telephone on 0131 229 6428, any time between 9.30am and 6pm Monday - Saturday.

Telephone orders may be taken over the phone using your credit card for payment. However ordering this way means that you will not be entitled to any special offer discounts that may be available for ordering online. We are only able to offer these discounts for orders placed online as these are far faster to process.

Shopping With Us

Guarantees

We always honour the manufacturer's guarantee period where offered. These are usually three months unless otherwise stated.

Pricing

Advertised Prices, prices, offers and products are subject to availability and may change. Every effort is made to ensure that the prices we advertise are correct. On rare occasions advertised prices can be incorrect. This is never intentional. The most common cause of this is a supplier changing their prices and is beyond our control. In these circumstances, we will contact you to make sure it is ok to proceed with the order at the new price.

Order Information

Change or cancel an order

If you wish to change or cancel an order contact our Customer Service team on 0131 229 0797, any time between 9.30am and 6pm Monday - Saturday. Please have the order number and date the order was placed to hand. As we begin processing your order immediately after receiving it, it may not always be possible to amend or add to the order. Should you wish to order other items you will need to place a separate new order.

Your purchase history

You may view the status of your current orders and past orders by logging into your account.

Returns & Refund Procedure

We hope you will be pleased with your purchase. As per the EU Distance Selling Directive, you are entitled to return ordered goods within 7 days of receipt if you change your mind. The returned goods must be unopened and unused and in the same condition as when dispatched by Wonderland Models.
If you wish to return goods under these circumstances you must telephone us to say which item you wish to return, and to provide your name and order number. When returning goods we recommend that you obtain proof of postage. The return postage cost will not be refunded where the goods are unwanted or the customer has changed their mind.

Faulty Goods

No items will be replaced or refunded without first receiving the goods back. If goods are returned with fault, they will be sent back to the supplier or inspected in store. We will wait for the suppliers decision regarding the item before replacing or refunding the goods. If the supplier or our staff decides the item has been damaged by the customer, no refund or replacement will be given.

Damaged Goods

It is the customers responsibility to carefully check that all merchandise received is undamaged and in good working condition.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please call us on Tel: 0131 229 0797 immediately. Save all packaging material and paperwork and do not throw anything away! On some occasions the couriers may ask to see any damaged packaging.

Postal Service

Do not use express services to return items to us or we will be unable to refund you the full cost paid. Postage refund will not exceed the amount originally paid.
If you are returning items to us and they are lost by the postal service you use, we do not accept any responsibility. It is your responsibility to ensure goods are returned to us in the condition in which they were received.

Incorrectly Sent Items

If you order an item in error, only the price of the returned goods will be refunded. Postage will not be refunded. We will not accept back items that are not in as-new condition.

It is not impossible that our staff will send you the wrong item by mistake. We apologise if this rare occurrence does happens. If this is the case for you then please contact us to let us know what has happened and return the item as soon as possible. We will not dispatch replacements to you without the incorrectly sent item being returned to us. This is to protect ourselves and our customers from prices increases.

Refund Policy

We will refund in accordance with the returns policy shown above. We will not issue refunds once the packaging has been opened, unless they are faulty.

Delivery charges

Shipping and packaging charges for returning merchandise will not be borne by us, unless prior authorisation has been obtained. We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. Any charges incurred by us may result in being billed back to sender unless other prior arrangements were made.

Delivery

We deliver throughout the UK and Overseas. We endeavour to dispatch orders within 48 hours of receipt. Orders will only be dispatched once payment has been received. Orders are sent by Royal Mail or Citylink Courier and are usually received within 2 - 3 days, however, delivery times can vary depending on stock availability and demand for our services. We always process orders as quickly as is possible. If you haven't received you order within 5 days of receiving confirmation of despatch please contact us by telephone or email. We will trace your order and try and ensure that you receive it as quickly as possible. We endeavour to achieve our delivery targets but we will not be liable for any loss caused to you by late delivery.

      

For Christmas delivery times please click on the following links Royal Mail and Citylink.

Charges & Options

UK Standard Shipping

Order value up to £70 p&p £3 (delivery within 2-5 days)
Order value over £70 p&p £6 (delivery next day)

Heavy items will incur a surcharge which is added at the checkout. The Highlands and non-mainland UK destinations attract a £6 surcharge for next day delivery. This includes all Northern Ireland and the Isle of Man addresses. Delivery to these destinations may be 2 days.
These UK postcodes also attract a £6 surcharge:
HS1-9
KA27
KW15-17
PA20
PA41-49
PA60-78
PH42-44
ZE1-3
IM all
BT all

International, Flat rate £5- £10 plus any surcharges

There is a minimum shipping charge of £5- £10 for all overseas orders. You will therefore be charged whichever is the higher amount of £5.00 and the actual cost of shipping. We will always email you for your approval should the amount be more than £5-£10. For deliveries outside the European Union, UK Vat of 17.5% (15% from 1st December 2008) will be deducted from the price, you may however have to pay any local sales tax or import duty due. The amount charged to your card account may vary slightly due to exchange rate fluctuations and commission - we currently debit cards in pounds sterling - this will be converted by your card provider to your local currency.

Postal Losses

If items are lost or damaged on their way to you, we must await confirmation from the courier or postal service used that the parcel was lost or damaged before we can resend items. Placing a claim to have the value of the item refunded can take between 15 and 30 days. In some cases we will not be able to despatch a replacement until this claim is complete. We require written confirmation from the customer before any claim can be processed. The best way of doing this is to send us an email outlining your order number along with your name and the delivery address.

Security & Privacy

Forgotten Password

If you have forgotten your password, all you need to do is simply click the 'forgotten password' link on the sign in page, enter your email and a new password will be sent to you within a few minutes. Once you have logged back in with this password you may update it by going to My Account and clicking the 'change password' link.

Privacy Promise

Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes.
When you make a purchase from our website, we collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers. Wonderland Models complies fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential.
In order to serve you more efficiently, reputable third-party banking institutions handle our credit card transactions. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.
We take security seriously and have made sure that data submitted by this web site is encrypted. In addition to this first level of security, credit card details are stored in an encrypted form. We do not store your card details in clear text. We know of no cases of credit card fraud using our shopping system over the internet.

Phishing

Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.
We will never ask you to send any personal details via email. If we require such details, for security reasons we will ask you to contact us by phone. Should you receive an email claiming to be from Wonderland Models requesting this kind of information, please do not respond but let us know.

Verified by Visa and MasterCard SecureCode

To give you even more confidence in shopping online with us, we have introduced Verified by Visa and MasterCard SecureCode. These services enhance your existing card account against unauthorised use when you shop with us.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more about these services:

Click here to visit the Verified by Visa website

Click here to visit the MasterCard SecureCode website

Once you've registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase.

Please note: Your Verified by Visa or MasterCard SecureCode password is not your wonderland models account password. Wonderland Models does not have access to your Verified by Visa or MasterCard SecureCode password.

Update Your Details

You may update your personal details at any time by logging into your account.