At Model World Shop, we take pride in delivering premium model products to collectors worldwide. We understand that sometimes a return or exchange may be necessary, and we’ve designed this policy to make the process as smooth as possible for our valued customers.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • All original tags and protective materials must be intact
  • Proof of purchase is required

Non-Returnable Items

Due to the nature of collectible items, the following products cannot be returned or exchanged:

  • Diecast Models (opened or unopened)
  • Limited Edition Items (including special edition locomotives and rare collectibles)
  • Plastic Model Kits with opened packaging
  • Gibsons Jigsaw Puzzles with broken seals

These exceptions are noted to maintain the collectible value and integrity of these specialty items.

Return Process

Follow these simple steps to initiate a return or exchange:

Step 1: Contact Our Support Team

Email us at [email protected] within 15 days of receiving your order. Use the subject line “Return Request: [Your Order Number]” and include:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Return Request Template:

Subject: Return Request: [Order #12345]

Dear Model World Shop Team,

I would like to request a return/exchange for my recent order (#12345). The details are as follows:

Item(s) for return: [Product Name, SKU if available]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product if applicable)]

Please advise on next steps. I’ve reviewed the return policy and confirm the item meets all requirements.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, our team will:

  • Verify your request meets our return policy
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return instructions

Step 3: Package and Ship Your Return

Carefully repackage your item(s) using the original packaging materials. Include:

  • The RMA number clearly visible on the outside of the package
  • A copy of your order confirmation or packing slip

Ship your return to:

Model World Shop Returns
23 Whitcomb Street
Springfield, US 05156

Step 4: Processing Your Return

Once received, we will:

  • Inspect the returned item(s) within 3-5 business days
  • Process approved refunds or ship exchange items
  • Notify you via email about the status of your return

Refund Information

Approved refunds will be processed within 5 business days after we receive and inspect your return. Please note:

  • Refunds will be issued to the original payment method
  • Shipping costs are non-refundable (except for defective/wrong items)
  • International refunds may take additional time to appear in your account (typically 7-10 business days)

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly state the item you wish to exchange for in your initial email
  • We’ll ship your replacement item once the return is approved (additional shipping charges may apply for international exchanges)

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item/incorrect product and packaging
  • We’ll arrange for a replacement or refund and cover return shipping costs

Special Note for International Customers

For collectors outside the United States:

  • You are responsible for return shipping costs unless the return is due to our error
  • We recommend using a trackable shipping service
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM EST

Thank you for being part of the Model World Shop community. We appreciate your trust in us for your model collecting needs!