Welcome to Model World Shop’s FAQ section! We’re dedicated to serving model enthusiasts worldwide with premium products and exceptional service. Below you’ll find answers to our most common questions about products, shipping, payments, and more.

About Our Products

What types of model products do you offer?
We specialize in high-quality model products including:
  • Model Railways (Locomotives, Coaches, Wagons & Tankers)
  • Diecast Models and Slot Cars
  • Plastic Model Kits and QuickBuild Kits
  • Gibsons Jigsaw Puzzles
  • Buildings, Figures, and Scenery Accessories
  • Track Systems and Power Supplies
Our products are carefully selected for hobbyists who value precision and quality craftsmanship.
Are your model kits suitable for beginners?
We offer products for all skill levels! Our QuickBuild Kits are perfect for beginners, while our detailed plastic model kits cater to experienced modelers. Each product description indicates the recommended skill level.
Do you carry limited edition or collectible items?
Yes! We frequently stock limited-edition diecast models and special railway sets. These items are clearly marked on our website and often sell quickly, so we recommend signing up for our newsletter to receive updates.

Ordering & Account Questions

How do I create an account?
Simply click “Register” at the top of any page. You’ll need to provide your name, email address, and create a password. Having an account lets you track orders, save your shipping information, and receive special offers.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. We’ll send you a secure link to create a new password.
Can I modify or cancel my order after placing it?
We process orders quickly to get your models to you as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.

Payment Options

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All payments are processed through secure, encrypted systems to ensure your financial information is protected.
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all transactions. For added security, we don’t store complete credit card information on our servers after your transaction is complete.
Why was my payment declined?
Payment declines are usually caused by:
  • Incorrect card information
  • Insufficient funds
  • Your bank’s security measures
  • International transaction blocks (for non-US cards)
We recommend contacting your card issuer if you experience repeated declines. PayPal is often a good alternative for international customers.

Shipping & Delivery

What shipping options do you offer?
We provide two reliable shipping methods:
  • Standard Express Shipping ($12.95 worldwide): 10-15 business days via DHL or FedEx with full tracking
  • Free Economy Shipping (orders over $50): 15-25 business days via EMS with tracking
All orders are processed within 1-2 business days from our Springfield warehouse.
Do you ship internationally?
Yes! We ship to most countries worldwide (excluding some remote areas in Asia and selected locations). During checkout, simply enter your address to confirm we can deliver to your location.
How are fragile items packaged?
Every Hornby locomotive, delicate building, and model kit is packed with museum-grade protective materials. Our team personally inspects each package before dispatch to ensure your items arrive in perfect condition.
Can I track my order?
Yes! All orders include tracking. For Standard Express shipments, you’ll receive detailed DHL/FedEx tracking. Economy shipments include EMS tracking. You’ll receive your tracking number via email once your order ships.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be in original, unused condition with all packaging intact. Please contact us at [email protected] to initiate a return.
What if my item arrives damaged?
We’re sorry to hear that! Please contact us within 48 hours of delivery with photos of the damaged item and packaging. We’ll arrange for a replacement or refund at no cost to you.
How long do refunds take to process?
Once we receive your return, refunds are processed within 5 business days. The time it takes for the refund to appear in your account depends on your payment method (typically 3-10 additional business days).

Didn’t find the answer you need? Our model enthusiast support team is happy to help! Contact us at [email protected] or visit our website for more information.

Happy modeling from the Model World Shop team!