Frequently Asked Questions

Please find below a list of frequently asked questions, however, should you wish to speak to a member of our Customer Services team please call 01453 833388.

My Account

Do I have to register an account with PNP Railways to place an order?

Yes.  You need to register your name, contact details and delivery address details to place an order with PNP Railways online.


How do I know if you have received my order?

When we receive your order, you will be taken to an Order Confirmation screen which will detail what you have ordered, your billing and delivery address, and will provide you with your order confirmation number.  This information will also be emailed to you using the email address you provided in the order process.

What if I haven’t received an email order confirmation?

Please double check the order confirmation email hasn’t gone into your junk mail or spam account.  If you still haven’t received it, please email or call us on 01453 833388.

Can I add to an existing order?

You can add items to your checkout basket at any time before the payment screen.  If you have already placed an order but wish to add more items to the same order, please call Customer Services on 01453 833388 who may be able to add to your existing order (if the order has not been despatched).  If your order has already been despatched, simply place a new order.

Do you have a shop?

We are solely an online retailer and do not have a shop.


How can I pay for my purchases?

We accept most major UK credit and debit cards, including Mastercard, Visa Credit Card, Visa Debit Card, Visa Electron, Maestro, or Solo.  You can also pay by PayPal, Sage pay or cheque.  We are sorry but we do not accept American Express.

Please note, we never store your credit card details or keep them on file and offer 100% secure transactions.

What should I do if my credit/debit card was refused when placing an order?

If your credit or debit card was refused while placing an order, please re-submit your order using a different card.  For details on why your card was refused, please contact your card issuer.

Product Information

I need some advice

Please feel free to give us a call on 01453 833388 for product advice, and we would be more than happy to help or alternatively you may wish to review our buying guides on our website.

Can you give me more information on your products?

We try to provide most of the information on the PNP Railways range in the Product Descriptions and downloadable Buying Guides.  However, if you require any further information or advice, please call our Customer Services team on 01453 833388 or email

Stock Availability

The website is saying the product that I want is out of stock – when will it be back in?

We aim to keep most products in stock however certain items are made to order and therefore carry a lead time as specified on the product page.  For more information on stock availability and when we expect an item to be back in stock, please call us on 01453 833388 or email


UK & International Delivery Available

Delivery cost is applicable on all products and will be calculated by weight/volume and delivery destination at the checkout prior to final order placement.

Do I have to have my order delivered to my billing address?

No.  We recommend you send your products to the address most likely to have someone to sign for your parcel(s), whether this is a business address, home address or a neighbour.  You can do this by selecting the option “Add a different address” during checkout.

Please note you can only select an alternative delivery address if you are ordering online as we know your payment will be verified by your card provider.  Unfortunately, if you call our Customer Service Team to place an order, you will only be able to send the order to the address where your card is registered.  Credit card fraud has increased exponentially in recent years and unfortunately, we need to protect ourselves against this type of fraud. This means that orders placed over the phone can only go to the registered card address.  Please accept our apologise if this causes any inconvenience.

Do I have to be there to sign for delivery?

Yes – our delivery service is a signed for and trackable courier service.  This is the most secure way of delivering items.  You will have the option of leaving special instructions for the delivery driver (e.g. leave in a safe place / with a neighbour, etc.) during the checkout process.  Please note this is at your own risk.

Will you deliver in adverse weather conditions?

We will make every effort to deliver where possible.  Our warehouse is in Gloucestershire; however, our couriers and their depots are located throughout the UK, and we cannot account for any adverse weather conditions they may experience.  Weather conditions vary county to county; however, we will always deliver where we can.

Delivery Costs

We use a ‘Compare the Market’ platform when looking for a carrier to despatch rail and other items that is a non standard parcel size and always pick the best option available.

Delivery Information

Delivery Times

If your order is in stock, we will aim to despatch it within 2-3 working days of receipt of the order and will take up to 5 working days for delivery.

  • Please note, any length of rail will be despatched separately.

We aim to keep most products in stock however certain items are made to order and therefore carry a lead time, in these instances the lead time will be clearly specified on the product page.  For more information on stock availability and when we expect an item to be back in stock, please call us on 01453 833388 or email

Please make sure a mobile telephone number is entered on registration, this will aid in communication of your delivery if sent via courier.  Certain carriers will send you a text message with an estimated delivery time (free of charge).

You can expect deliveries to arrive any time between 7am – 7pm.  Unfortunately, the delivery drivers are unable to call customers ahead of delivery, due to the Road Vehicles (Construction & Use) (Amendment No. 4) Regulations 2003, our carriers no longer issue their drivers with mobile telephones.

In the very rare event that a product is out of stock, or delayed by courier error, allow up to 14 days for delivery.

Please note Bank Holidays may cause a slight delay in the delivery of your parcel.

Missed deliveries

What happens if I’m out when you deliver?

If you miss your delivery real-time tracking will confirm this and will give contact details/instructions for how to reschedule or arrange collection of the order from your local depot.  See our Delivery page for more information on missed deliveries.

If the carrier has attempted delivery and no one is available, it will be returned to the carrier depot. Once the item is returned to the depot, they will hold the item for approximately 5 days. If the item is not collected or if you have not organised a re-delivery within this time frame, the item will be returned to us.  If you would like re-delivery after the item has been returned to us, then you will need to pay a re-delivery fee and we would need to quote for this individually as it depends on the carrier we use and the quantity and size(s) of your item(s). Please call 01453 833388 or email for more information.  Please also refer to our Delivery page.

Alternatively, you will have the option to input special delivery instructions to our couriers during checkout (e.g. leave with neighbour, leave on porch etc.).

Returns Policy

From receipt, you have 14 days to let us know by email that you intend to return your item to us in a new and unused condition.  You are responsible for returning the item to us at your expense.  Please ensure to take reasonable care of the goods so that they arrive with us in the same condition as they were delivered.  Please let us know that you are returning your item by emailing our returns department at

I have received the wrong item in my order.

If you have received the wrong item in your order, please call 01453 833388 and our Customer Services team will endeavour to resolve the situation as soon as possible.

Faulty & Damaged Goods

What if my order is damaged?

In the unlikely event of receiving damaged product, please call 01453 833388 or email and we will advise accordingly.  Please note we will ask for a photograph of the damage to determine whether it is a manufacturing fault.

What if my order is damaged in transit?

We advise customers to check carefully for any transit damage before signing for the parcel.  If you are unsure, or there is transit damage to your product, sign for the item and clearly write “damaged product”.  In this instance please contact us directly on 01453 833388 and we will quickly ensure that you get a replacement product at no additional cost to yourself.