Buying Online

Q. Are there any age restrictions on your products?
A. Some control equipment is not suitable for use by children under 14 years except under adult supervision. Please check individual packs for further information.
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Q. Can I make an order without a credit or debit card? *
A. No. Only customers with a major credit or debit card can make an order.

Q. Can I pay for my order in a currency other than in £Sterling?
A. No. £Sterling is only accepted.
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Q. How can I pay for my purchases?*
A. You can pay for your purchases online using most major credit or debit cards. You can use Mastercard, Visa Credit Card, Visa Debit Card, Switch and Solo cards. We do not accept American Express . Your credit card details will be encrypted to help keep them secure.

Q. How do I find what I’m looking for?
A. You can browse through our entire online catalogue in the Online Shop.

You can search products by category, keyword or product code.

Once you have found the product you’re looking for, click on ‘More information’ to view product details.

Click on ‘Add to basket’ if you wish to purchase the product. To buy further products, simply repeat this process. You can remove products from your trolley at any time.

Having placed all desired items into your shopping basket, click on ‘Checkout’ to complete your purchase.

Q. How do I know that my order has been received?
A. Upon receipt of your order, an Order Confirmation screen will be generated issuing a unique order reference number. Please print out this page for future reference. You will also receive an email confirming your order details.

Q. How do I order?
A. Before you can order from the Scalextric online store, we ask you to register with the website - go to the New Registration section.

This is so that we can capture essential delivery information and also improve your online experience. You may only order products if you are over the age of 18 years.

You will need to select your own username and password, so that you may access your account in the future.

Q. How secure is my order?
A. All transactions that are completed on this website use the highest level of encryption (128 bit SSL). Card processing is passed to an external website for processing. Hornby Hobbies do not hold any customer credit card details to enhance your security. To reduce the risk of fraud, all card details are passed to the Barclays ePDQ site for processing. Barclays capture and stores credit card details, so the level of security you can expect is the same as you could expect from a major UK bank. When your order is confirmed, you will automatically be redirected to the Barclays ePDQ site for card processing. In this way, you can be confident that your card details will only be held by Barclays.

Q. My order has been declined/hasn't worked - what does this mean and what can I do?
A. Firstly, you may have entered your payment card details incorrectly. In which case, click the 'Back' button, check for errors and then try submitting your order again. If your order is still refused, your bank or building society may have refused your request for funds.

Alternatively, to order from the website you must have your 'referrer' header turned on. This is sometimes removed by privacy packages such as Norton Internet Security. For the order process to work, this 'referrer' header must be turned on - by doing this, your privacy while using the Hornby site will not be affected. You must also ensure that the order summary page has been reached through a direct link from the Hornby, not from a bookmark or shortcut.

Users of Norton Internet Security 2003/4 should read this article for help with adjusting the settings for your 'referrer' header. Users of Norton Internet Security 2002 should read this article - you should allow permissions for www.scalextric.com when adjusting the program settings.

For more assistance, contact Hornby Customer Care on 01843 233525 or by email.

Please note, Hornby is not responsible for the content of external sites.

Q. The incorrect amount of money has come out of my account – what can you do?
A. Provide us with the order details and we will investigate the problem. If we find that in the unlikely event an error has been made, we will rectify the problem by crediting the original payment method.
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Q. What are 'cookies' and how do I enable/disable them?*
A. Our site requires the use of cookies to store your order and enhance your shopping experience. Cookies are small files held on your computer, which only our website can read while you are browsing.

No information held in this cookie will be used to contact you without your express permission.

Internet Explorer
To enable cookies:

1) Select 'Tools' from your main toolbar at the top of the browser
2) Select 'Internet Options'
3) Select 'Privacy' tab at the top in the window that opens and click 'Advanced Options' button under 'Settings'
4) Tick the 'Override automatic cookie handling' tickbox
5) Enable the 'First Party' cookies by choosing 'Accept' or 'Prompt'
6) Enable the 'Third Party' cookies by choosing 'Accept' or 'Prompt'
7) Enable 'Always allow session cookies'
8) Click 'OK'

To disable cookies:

1) Select 'Tools' from your main toolbar at the top of the browser
2) Select 'Internet Options'
3) Select 'Privacy' tab at the top in the window that opens and click 'Advanced Options' button under 'Settings'
4) Tick the 'Override automatic cookie handling' tickbox
5) Disable the 'First Party' cookies by choosing 'Reject'
6) Disable the 'Third Party' cookies by choosing 'Reject'
7) Disable 'Always allow session cookies'
8) Click 'OK'

Q. What happens if the Scalextric website provides the wrong product information?
A. We reserve the right to alter designs, specifications and prices without notice. All dimensions quoted in the catalogue are approximate. Release periods may vary to those specified. The illustrations of some items show prototype models which may not conform exactly to production versions.

Q. When does the money for my order leave my account?
A. Your card is authorised when making your order online. However, the money does not leave your account until your order is despatched to you.
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Q. Why can’t I buy certain items online?*
A. While we try to maintain availability of all products there are occasions when we are out of stock. In this case the product is removed from sale until we have sufficient stock to satisfy orders. Some items are placed on the web for information only and are only available from your local stockist.

Q. Why is postage and packaging always a set amount, regardless of the size of my order?
A. There is a standard delivery charge per country, regardless of the size of the order to make the process simpler and easier. The more you buy at one time, the better the rate of postage becomes to you.

• Q. Will the Scalextric website remember my details next time I enter the website? *
  A. The site is set up to remember you when you next visit the site if you have ticked the 'Remember Me' box when registering.

You will, however have to re-enter your card details if you wish to make another purchase. This is for your protection against fraud.