FAQ

Store

International deliveries

You are interested in one or more of our offered articles, but you live outside Germany? You can find all information about conditions, services and costs for foreign deliveries under "Payment methods" as well as in the "Shipping costs overview". If you need individual advice on our international shipping, our staff will be happy to assist you. Please contact our customer service via e-mail or simply call us at +49 (0) 3435 9882 40.

Call-Back

You are still undecided which product suits you best? Or do you have questions about one or another feature of an article? For these and other cases we have set up our call-back service. Simply write us a short e-mail and briefly describe your request. You will then be called back by one of our competent employees at the time you specify. Please note that the call-back service is limited to our opening hours. (Mon.-Fri. 10:00 - 18:00)

Manage customer data

With us, you have full control over your customer account data. With one click on "My account" you can view your orders, track the shipment status, manage your contact details or change your password. The customer account is constantly updated with new features. So a regular visit is always worthwhile.

Order

How to order in the Modellbahnshop

Navigate with the help of the menu to the desired product group and so to the product of your choice. If you already know which item you would like to order from us, you can also use the intelligent search function to look for the item name or the item number you know. If you do not find your desired item, please contact us by e-mail.

For each product you will receive information about stock status and delivery time. This way you can also see if your desired item is also available for purchase in one of our stores.

If you want to order an item or a bundle, click the "Add to cart" button. This will take you directly to your shopping cart where you can complete your purchase or add additional items to your cart by clicking the "Continue Shopping" button. In the store view, the icon at the top right will take you back to the shopping cart. There you can intuitively change the contents at any time.

If you click "checkout" in the shopping cart, you will be guided through the rest of the ordering process. You can create a customer account, enter coupons, enter billing and shipping addresses and select your preferred payment method. On the last page in the process, you will again get all the information at a glance. If you want to make changes, simply use the upper navigation points "Shopping cart", "Login/Guest", "Shipping" or "Payment method".

As a registered customer you can enjoy our new, improved ordering process. After the shopping cart, for example, you can jump directly to the last page.

By clicking the button "Buy now" you complete your order.

Afterwards you will receive a confirmation of receipt from our system. If the order has been accepted in our system, we will send the order confirmation by e-mail. When the money is received, you will receive an invoice; when the goods are shipped, you will receive a shipping confirmation with the tracking ID and the contents of the shipment.

You can also view these individual messages in real time in the customer center.

Of course, you can also place orders at Modellbahnshop by e-mail, telephone, fax or in person at the store. The procedure is almost always the same.

How to change and cancel an order

Your submitted order was incomplete or you decided to buy another item? You can change or cancel your order as long as it is not yet ready for shipment. To do so, contact our friendly customer service team by email or call us on 03435 9882 40. For a quick and trouble-free processing of your request, please indicate the respective order number, order confirmation number (AB) or your customer number.

How to redeem a voucher code

You have a voucher code and would like to use it for your order? Then first check the validity of the voucher code. You will find the relevant information on the medium on which the voucher has been printed or distributed. Please also note that you can only redeem one voucher code per order. Enter this code in the order process in the field provided. The value of the voucher code will then be automatically deducted from the invoice amount.

Prepayment

You have decided to pay in advance to complete your order? Then you will receive an order confirmation via e-mail after receipt of your order. In addition to the order number, you will also find the bank details where you can make your transfer. Please enter the corresponding order number as the reason for payment so that we can easily assign your payment to your order. As soon as we have registered the receipt of your payment, your goods will be made ready for shipment and sent to you immediately if they are available for immediate delivery.

PayPal

You have chosen PayPal as your payment method? Then you will be redirected to the PayPal page. If you are already registered as a PayPal customer, you only need to log in and confirm the payment with one click. The corresponding amount will arrive promptly on our account. As a new PayPal customer, you must first create a PayPal account. Once this has been activated, you can complete the payment via PayPal. Please note in the course of your order that we may ship goods only to the shipping addresses you specified in your PayPal account.

Immediate credit transfer (with Sofort.com)

You prefer to pay for your order via credit transfer? In this case please select “Sofortüberweisung” as payment method while finishing the order process. The TÜV-verified payment method of the Sofort AG guarantees certified data protection and works without registration, depositing of credit card numbers or bank data. For paying with Sofort.com you only have to fill in the credit transfer document online, where you specify your personal online banking information to initiate the credit transfer immediately. You will find more about the payment with Sofort.com here

Cash on delivery (CoD) Payment - (Germany only)

If you choose the payment option "cash on delivery", the payment of your ordered goods will be made immediately upon delivery in cash to the messenger. Payment by cash on delivery is only possible in Germany and from 100,00 Euro to 1000,00 Euro.

Direct debit

With the SEPA direct debit at PayPal you pay online or mobile in no time. This PayPal service is free of charge for you and you are also protected by the PayPal Buyer Protection. Simply add your bank account in your PayPal profile and you can pay via PayPal by direct debit. If you would like to pay via direct debit, please select PayPal as payment method in the shopping cart.

Invoice purchase (for public institutions)

For public institutions we offer payment by invoice. For this option we need a formal order from the public institution by fax with stamp of the institution and signature of the responsible person. Please use the following fax number: 03435 9880 19

Amazon Payments (Germany only)

You have an Amazon.de customer account? Then pay simply and easily with your payment methods stored at Amazon (direct debit or credit card). In case of immediate deliverability, the shipment will take place on the same working day.

easyCredit-Ratenkauf (Germany only)

Immediate decision - fixed interest rate - no Post-Ident. The easyCredit installment purchase offers you the possibility to pay in the Modellbahnshop comfortably and simply from 200 EUR by installments. Directly from home and without any risk. Because first you receive your order and pay later in your desired installments. easyCredit is a partner of the Volksbanken Raiffeisenbanken and stands for consumer friendliness and fairness. All information about this payment method is available here: easyCredit

Cash and EC payment

In our Modellbahnshop you can pay cash as well as with EC-card and take your goods directly home or have them sent to you. If your desired goods are not in stock, we will deliver them as soon as possible to the pick-up location (Packing station) of your choice. Please be sure to leave your phone number when contacting us. We will contact you immediately by phone as soon as your goods are ready for collection.

Shipping & Delivery

Shipping costs

Your ordered goods will be shipped free of charge within the Federal Republic of Germany if the value of goods exceeds 100,00 EUR. An overview of the costs for international delivery can be found in our shipping costs table.

Self-collection

You would prefer to pick up your ordered goods personally on site? Then simply let us know by calling 03435 9882 40 or send us an e-mail. We will then make the goods available for collection at the desired time in the Modellbahnshop. We look forward to your visit at any time!

Delivery time

The delivery time for available goods that can be sent by parcel is 1-2 working days within Germany. If your desired items are available in stock and you have placed your order before 17:00, the shipped goods can even be delivered on the following business day. In order to give you full control over the status of your shipment, we will send you an e-mail with the shipment number of the delivery after it has been shipped. Thus, you will be able to track the shipment online and prepare for the delivery time. If your ordered goods have not been delivered four working days after receiving the confirmation email, please contact our customer service on 03435 9882 40 or write a message to info@modellbahnshop.de Please take into account that shipping abroad usually takes a few days longer. You can find more information about this here.

Packing station

If you wish, you can have your order delivered to a packing station of your choice. To do this, please enter all the necessary information about your packing station in the fields of the delivery address during the ordering process. If your shipment is too large to be deposited in your packing station, the goods will be deposited for you to pick up at the nearest post office. You can find all further information on registering your packing station here.

Parcel tracking

As soon as your order has left our premises, you will receive an e-mail from us with the tracking number of your package. This enables you to track the delivery route of your order online. If your goods have not been delivered four working days after receiving the confirmation email, please contact our customer service at info@modellbahnshop.de or by phone at 03435 9882 40. Please note that shipping abroad usually takes a little longer.

Express shipping

You would like to have your ordered goods delivered in the fastest way possible? For this we offer you express shipping. You can inquire about the corresponding requirements and conditions by sending an e-mail to our customer service. Our staff will be happy to inform you about the respective possibilities.

Shipping methods

We ship your ordered goods mainly by DHL parcel. If your order is particularly heavy or contains extremely bulky goods, the order will be transported to you by DHL freight forwarding. For further questions about shipping, please contact our customer service!

Returns

Right of withdrawal

Customer satisfaction is the most important thing for us. For this reason we offer you a right of withdrawal extended to one (1) month. For detailed information on the cancellation and return policy, please refer to our Cancellation Policy and Returns & Complaints.

Purchase price refund

After we have received your return and have inspected the goods, we will refund the amount paid. This will be done in the way of the payment option you originally chose. If you paid cash on delivery or in advance, we will transfer the amount to your bank account. For this purpose, please provide us with your bank details either in advance or in the return shipment.

Reviews

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Verified customer reviews from Trusted Shops

Customers receive a link to rate our company. This is an individualized link that only customers who have actually purchased goods or services from us receive.