Shipping & Returns

Our Shipping Policy

At present, Durham Trains of Stanley only ships within the UK.
For further information on non UK shipping click here


Our Returns policy

It is preferable to contact us by phone (Monday - Saturday 9.30am - 5.00pm ) before returning a product thought to be faulty. Often we can diagnose problems and advise on how to resolve most issues without the item needing to be returned. If you can't phone us an email is fine but please allow up to 24 hours for a reply (though we are usually much quicker).

In order for us to be able to process returns quickly and effectively, please enclose a covering letter detailing the following:

The fault with the item
The original order/invoice number
Your contact details including telephone numbers (works, mobile etc)
Details of any correspondence (name of person spoken to, copy of letter, printout of email)

The cost of return postage will be reimbursed in the instance of faulty or incorrect items, if requested in the covering letter, and returned by the appropriate option of:

Royal Mail 1st Class registered post with "Proof of Postage" for parcels below 1Kg
Royal Mail "Standard Parcel" for parcels weighing more than 1Kg

"Proof of postage" certificates are available free-of-charge from post offices, and avoid the need to use services like "Signed for" or "Special Delivery". They ensure that, in the event of a missing parcel, you can prove it was posted to us.

Customers Right to Cancel (Distance selling regulations)

If you wish†to exercise your right to cancel your order under the distance selling regulations (DSRs) - you will need to inform us in writing within seven days of delivery.
You can do this by letter or email or by returning the goods with a covering letter. You are responsible returning†any goods to us.
Outward Postage charges - will be reimbursed in the case of faulty or incorrectly supplied items, or an order cancelled under the DSRs.
Return Postage - will only be reimbursed in the case of faulty or incorrectly supplied items.
We suggest for your own protection you use 1st class registered post or a courier service.
We will not charge a restocking fee for any returned items.

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