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Questions

Question: What is a pre-order?

It is possible to secure some items before they come into stock by pre-ordering on the website. This is especially useful when a product is anticipated to be popular, and could sell out in a short time once released.

Question: When will my pre-order arrive?

The product listing gives an estimated arrival time for the product, please note that this date can change due to changes in manufacturing and shipping schedules. These dates are updated monthly, keep track of your pre-orders by logging into My Orders for the latest estimated arrival date. When stock arrives, pre-orders are despatched in the order that they were placed. 

Question: When will I be charged?

Your card will only be charged when the items are in-stock and ready to be despatched

Question: What happens if the price of my item changes while on pre-order?

PRICE PROMISE: If the price of your pre-order item changes after you have placed your order, we will only ever charge you the lowest price between time of ordering and when the item comes into stock and is despatched to you.

For example, if you pre-order an item and the price is subsequently increased, you will still be charged the original price. However, if you pre-order an item and the price is subsequently decreased, you will be charged the lower price.

Question: Can I cancel my pre-order?

Yes – you can cancel a pre-order before it has been despatched. Simply log into My Orders to see a list of your pre-orders. Alternatively contact our Customer Care team with your pre-order number on 01843 233512 or customerservices.uk@hornby.com

Question: Can I pay by PayPal for a pre-order?

Yes you can.

Question: How many items can I pre-order?

There is no limit to the number of pre-orders that you can place. However, for some products there may be a limit on the number of units that can be pre-ordered. This will be clearly marked on the product listing.

Question: Why is more than one delivery charge showing in my basket?

Pre-Order items will be despatched as soon as they come into stock. If you have different Pre-Order items in your basket, or a mixture of Pre-Order and in stock items these will each show a separate delivery charge if applicable. 

Question: What happens if my registered card expires before my item comes into stock?

If your card expires, we will send you an email asking you to log into your account and update your card details. 

Question: What if I decide to pay with a different card after I place my pre-order?

You can change the registered card for each pre-order by visiting My Orders in My Account.

Question: Will you definitely have the stock to fulfil my pre-order?

Yes – unlike some websites, which take pre-orders without securing stock in advance, we guarantee that we have secured stock levels for our pre-orders. In the unlikely event that we cannot honour your pre-order (except when a product is completely withdrawn before release) we will give you a £10 gift voucher to spend on the Hornby website.

Question: Can I make a pre-order by telephone?

Yes - we can accept pre-orders over the telephone using credit and debit cards only. Please call 01843 233512.

Question: Can I use a Club or discount code on pre-orders?

Yes you can.

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