Help

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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
Protx

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 Payment will be withdrawn from your account shortly before dispatch of your order.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 Sage Pay (formerly Protx) to authorise all transactions. We also offer you additional security through the verified by Visa and MasterCard secure schemes.

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 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 Sage Pay 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 Sage Pay and one from us.

It is our policy to ensure the data we hold about you is correct. When placing an order online, 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 0797, any time between 9.30am and 6pm Monday - Saturday.

All prices/discounts are only applicable to online purchases. In store purchases and telephone orders will be charged at the standard RRP.

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.

All prices/discounts are only applicable to online purchases. In store purchases and telephone orders will be charged at the standard RRP.

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. In order to cancel an order before it has been dispatched it is essential that you call us immediately and confirm in writing either by email or fax. Your order will then be cancelled and any payments made will be refunded to you. Refund payments for cancelled orders will be made to the account originally charged.

Your purchase history

You may check on the status of your current orders by calling or emailing us.

Returns & Refund Procedure

It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible. As per the EU Distance Selling Directive, you are entitled to return ordered goods within 14 days of receipt if you change your mind. This period is extended to 30 (thirty) days for faulty/damaged goods. This period period begins on the day after you (or any person who you nominate to take delivery), receive the Goods. This is the "cooling off period".  

We will always offer you either a repair, exchange or refund. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

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 do the following: -

We require cancellations in writing. When returning goods we recommend that you obtain proof of postage. 
We shall refund the cost of the goods, minus the postage charge, to the original account charged. Once the returned goods have been received in a satisfactory condition we shall refund the original account charged within 14 days. Customers are liable for the costs involved in returning unwanted goods to us.
If the goods you receive are damaged please contact us immediately. You can return the damaged products for a replacement or full refund. 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.

As per the EU Distance Selling Directive this policy is only applicable to online/mailorder purchases, in store purchases will be refunded for store credit.

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 may 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. In the first instance if you discover a fault please contact us before returning the item as one of our knowledgeable staff members may be able to advise you on how to rectify the problem without the need of returning the item. We would always advise this course of action for the quickest remedy.

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 in your order.
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 happen. 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

Wonderland Models 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.

Royal Mail Logo               DPD Local
Orders are sent by First Class Royal Mail or Fedex Courier (to USA, Canada, Australia, New Zealand and Japan) or DPD Local Courier (to mainland UK and Europe) 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.

Express orders must be ordered before 2pm for next day delivery. Express delivery couriers endeavour to deliver as fast as possible on a next working day service Monday to Friday. Our couriers do not deliver on a Saturday.

Express delivery orders placed between 2pm on Thursday and 2pm on Friday will be shipped on a Friday for delivery on the following working day which would be Monday. Similarly orders placed after 2pm on Friday will not be shipped until the next working day which is Monday for Tuesday delivery. If the Monday is a Bank Holiday then it will be shipped on Tuesday for Wednesday delivery.

We are currently using the new Predict & Follow My Parcel DPD Local service, please click this link for an in-depth guide.

SHIPPING OF HEAVY, BULKY OR RESTRICTED ITEMS

As outlined above, all orders valued at less than £70 will normally be shipped by Royal Mail First Class Post unless you request shipment by courier. However certain items we sell must be sent by courier either because of their weight or bulk or because Royal Mail will not carry them.

Heavy or Bulky items

Examples of these products are our wooden dolls houses, castles, farms and playmats, large scale plastic model kits, large radio control models, model railway and Scalextric sets and archery sets.

Restricted items

Due to the methods used by Royal Mail to ship their parcels across the UK, they will not carry certain products. Amongst those prohibited or restricted products are the following items:

  • Lithium Polymer (LiPo) batteries and products containing them. This affects most of the radio control cars, aircraft and helicopters. 
  • Toy Guns caps. These are classified as explosives and have to be sent by courier. 
  • Pressurised containers. This includes all aerosol paints, airbrush propellant and airbrush cleaners and air gun propellant canisters. 
  • Paints, Varnishes and Glues etc. Many of the modelling accessories contain volatile solvents which cannot be shipped by Royal Mail. We can still post water-based acrylic paints by Royal Mail at the moment. 

For more information about Royal Mail's prohibited and restricted products go to this section of their website: 
http://www.royalmail.com/business/help-and-support/tell-me-about-prohibited-goods
We can ship most of the restricted items listed here by courier within the EU but cannot send them anywhere else in the world by Royal Mail or Courier.

Charges & Options

UK Standard Shipping

Order value up to £70 p&p £3.95 (delivery within 2-5 days)
Order value over £70 p&p £6.95 (delivery next working day) By Courier. Please be sure to give us your mobile phone number when ordering as DPD Local offer an email/text message option to enable you to receive notification of despatch and estimated delivery time.

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. All Northern Ireland and Isle of Man postcodes also attract this surcharge. Delivery to these destinations will be 2 days.

We do not ship to BFPO or PO Box addresses but are hoping to be able to offer this service in the future.

These postcodes also require a £6 surcharge:

HS1-9
KA27
KW15-17
PA20
PA41-49
PA60-78
PH42-44
PO30-41
ZE1-3
BT (Northern Ireland) all £6 surcharge
IM Isle of Man all £12 surcharge
Guernsey and Jersey £12 surcharge

International, minimum rate £14 plus any surcharges

There is a minimum shipping charge of £14 for all overseas orders depending on your destination. You will therefore be charged whichever is the higher amount of £14 and the actual cost of shipping. For accurate overseas delivery costs please see the table below. This is the cost for any one parcel up to 31.5 Kg in weight and no more than 1.75 metres in length.

International deliveries are divided into Zones and different zones have different costs and delivery times (times stated are average times). The costs stated below are per parcel.

Zone 1 2 Days £14.00
Belgium, France, Germany, Luxembourg, Netherlands, Republic of Ireland
Zone 2 3 Days £17.00
Austria, Denmark, Liechtenstein, (Switzerland Add £25 Customs Charge)
Zone 3 3/4 Days £21.00
Czech Republic, Italy, Slovakia
Zone 4 4/5 Days £28.00
Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Spain, Sweden
Zone 5 4/6 Days £33.00
Bulgaria, Greece,  Latvia, Lithunia, Romania, (Bosnia, Hertzegovina, Croatia, Iceland, Norway, Serbia Add £25 Customs Charge)

We charge a minimum of £15 for all parcels to the following countries:
Australia, New Zealand, Canada, Japan and the USA. If parcels to these countries weigh more than one kilo then we will email you to let you know any additional costs incurred before the order is processed. Please make sure that your bank is aware of this potential extra charge otherwise they may decline this extra payment.

We cannot ship any paints, solvents, cap guns or cap gun caps to any country outside the EU.

We cannot be held responsible for the late delivery of parcels. For deliveries outside the European Union, UK Vat of 20% from 4th January 2011 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. We cannot process any orders which are not 3D Authenticated.

Will I have to pay customs fees on my order?

Your order may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. Unfortunately, Wonderland Models has no control over these fees. Please contact your local customs office for more information.

The shipping charges you pay to Wonderland Models only cover shipping cost, and do NOT include customs fees, import taxes, brokerage fees, or duties. If payment of additional fees is refused at the time of delivery, the shipment will be returned to us. At that point, we can refund your purchase price, not including shipping costs.

Wonderland Models has no way of accurately calculating customs fees, taxes, duties, etc. On rare occasions, your order may be delayed due to the customs process. If your order takes more than two weeks to arrive from the moment you receive your shipment notification, check with your local customs office to see if they are holding the package.

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. We require written confirmation from the customer before any claim can be processed. Please wait 15 working days before contacting us, also checking with your local Royal Mail sorting office to see whether they are holding the parcel for you. The best way of doing this is to send us an email outlining your order number along with your name and the delivery address.  In some cases we will not be able to despatch a replacement until this claim is complete.

Claims

Upon receipt of your order please check the contents carefully as shortages/discrepancies/damages must be notified within 48 hours of receipt. 

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 POLICY

At Wonderland Toys Limited (trading as Wonderland Models) we want to go even further with internet security. As a result we have made our website 100% secure with SSL on all pages.
Google Certified Shop
We are a
Google Certified Shop Site Validation
Comodo SSL

Privacy Secured by Comodo SSL

HTTPS Everywhere

We comply with PCI DSS Site Validation
Sysnet Certification

Wonderland Models knows that you care how information about you is used and shared, and we appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. This notice describes our privacy policy. By visiting Wonderland Models you are accepting the practices described in this Privacy Notice.

We collect information about our customers and visitors to continuously improve our offering to our customers. We analyse data from the website using a web analysis tool (Google analytics) and use it to make your shopping experience better every time you visit us. To make sure your privacy is secure with us, we take every precaution to ensure your privacy is maintained. We promise never to release your personal details to any outside company for mailing or marketing purposes. 

We collect the following information:

  • Your name and address to ship the products you've ordered.
  • Your e-mail address to communicate with you about orders you've placed with us.
  • Your demographic information such as postcode, preferences and interests.
  • Other information relevant to suitable customer offers if you register for our Newsletter.

According to the Data Protection Act, you have the right to free information about your stored data, and also the right to correct, block or delete this data.

Customer data will not be handed over to any other company without your written consent. Changes in our privacy policy will be announced on our website and/or in our mailings to customers. At all times you have the right to revoke any given consents like the newsletter by contacting our customer service.

Cookies "Wonderland Models uses cookies"

By using Wonderland Models, you agree to our use of cookies to enhance your experience.

We may also obtain information about your online movements and use of the internet. We do this by placing a ‘cookie', which is a small file, on your computer's hard disk. Cookies are used for several reasons, for example to recognise you whenever you visit our website ensuring you do not have to enter all your details and thereby speeding up the process so you do not have to log on each time. It will also enable us to store your personal preferences, build a profile about you and target our marketing and advertising campaigns. We cannot provide a full service to you if you disable the cookie function on your web browser so we advise you to maintain the same. For further information about cookies and how to disable them please go to aboutcookies.org.

The logo displayed in the left hand side of your screen indicates that Wonderland Models (https://www.wonderlandmodels.com/) is secured by Comodo SSL.

Connection Encrypted: High-grade Encryption (256 Bit Encryption)

In simple terms this means that it is very difficult for unauthorised people to view information traveling between computers. It is therefore very unlikely that anyone can read the pages on https://www.wonderlandmodels.com/ travelling over the network (Internet).

What Personal Information About Customers Does Wonderland Models Gather?

The information we learn from customers helps us personalise and continually improve your shopping experience at Wonderland Models. Here are the types of information we gather.

Information You Give Us: We receive and store any information you enter on our Web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use the information that you provide for such purposes as responding to your requests, fulfilling orders, customising future shopping for you, improving our store features, and communication with you.
Automatic Information: We receive and store certain types of information whenever you interact with our website. For example, like many web sites, we sometimes use "cookies," and we obtain certain types of information when your Web browser accesses our website.
E-mail Communications: To help us make e-mails more productive to improve service and your shopping experience, we sometimes send you newsletters of our services and products, notifications of changes to our policies, and order confirmations. If you do not want to receive e-mail from us, other than order notifications and receipts, please adjust your "Subscription" preferences by logging into your account here.

What About Cookies?

Cookies are alphanumeric identifier text files that we transfer to your computer’s hard drive through your Web browser to enable our systems to recognize your browser and to provide features such as storage of items in your Shopping Cart between visits.

Does Wonderland Models Share the Information It Receives?

We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider unless absolutely necessary in order to complete your transaction and order.

In order to serve you more efficiently, reputable third-party banking institutions like Sagepay 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.

How Secure Is Information About Me?

We work to protect the security of your information during transmission by using Comodo Secure Sockets Layer (SSL) software, which encrypts information you provide to us for purchasing of our products or services. We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when finished using a shared computer by clicking the "log off" link located in the side menu.

Which Information Can I Access?

Wonderland Models gives you access to a broad range of information about your account and your interactions with us for the limited purpose of viewing and, in certain cases, updating that information. 

Conditions of Use, Notices, and Revisions

If you choose to visit Wonderland Models, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of  our country. If you have any concern about privacy of your personal information as used and collected within our website, please send us a thorough description by clicking on the "Contact Us" link and we will try to resolve it.

Our business changes constantly, and our Privacy Notice and the Conditions of Use will change also. We may e-mail periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our Web site frequently to see recent changes. Unless stated otherwise, our current Privacy Notice applies to all information that we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected in the past without the consent of affected customers.

Information You Give Us

You provide most such information when you search, buy, order, post reviews, or other methods of communication via our website or email to us. As a result of those actions, you might supply us with such information as your name, address, and phone numbers, and credit card information.

WE DO NOT HOLD CUSTOMER CREDIT CARD INFORMATION ON OUR SERVER.

Automatic Information

For security purposes Wonderland Models sometimes collects and analyses the Internet protocol (IP) address used to connect your computer to the Internet, and to our website. This is done for your protection for tracking purposes in the unfortunate event that someone gains access to your personal or financial information and opens an account, or makes purchases under your name.

The contract's content will be stored. You may store the terms and readily look them up. For safety reasons your order's data is not available via internet. We keep this data in confidence according to our privacy policy.

Questions

Questions regarding our Conditions of Usage, Privacy Policy, or other policy related material can be directed to our customer service staff by clicking on the "Contact Us" link in the side menu. Or you can email us at: sales@wonderlandmodels.com

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.

WEEE Recycling

Recycle your old electricals with us……
If you’re buying a new electrical item, we will recycle your old one for free.
Please do not throw electrical equipment (including those items marked with the crossed out wheeled bin symbol) in your bin.
This is because:

  • Unwanted electrical equipment is the UKs fastest growing type of waste.
  • Many electrical items can be repaired or recycled, saving natural resources and the environment.
  • If we do not recycle electrical items they will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

The Waste Electrical and Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by offering all customers buying new electrical equipment free take-back of their old electricals on a like-for-like basis in our store. Unwanted items should be returned within 28 days of purchasing your new product.

Waste Battery Regulations

Under the Waste Battery Regulations, Wonderland Models are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (PLEASE DO NOT POST).
Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com
Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.