Customer Assurance

Lots of customers have found and bought from us in the past few years and they have realised that we are an online store that really do serve customers as well as they expect to be served. In fact, my guiding principle is that I aim to serve my customers the way I would like to be served myself and believe me, that sets a pretty high standard. We also ensure the safety of our customer personal details and financial information by firstly employing SL technology to encrypt communication with our server when sensitive information is sent and also by using online payment systems that bypass the requirement for us to take your credit or debit card details.

If you are someone who likes to make absolutely sure they are dealing with a reputable business please read on...

it is safe to buy from The Model Catalogue...

You couldn't find a much safer place to shop. As soon as you start entering sensitive personal information when you place an order, you are doing it on a secure encrypted part of our site. We use an Secure Business Services secure socket layer certificate. What's more, when you actually come to settle up your shopping basket, you will do so with the biggest players in the online payment business, and they are really, really obsessive about security. So don't worry, there is more chance of someone nicking your credit card details the next time you buy on the high street than using it to buy from The Model Catalogue.

Your personal details will be kept secure...

Your personal details are kept extremely secure on our server until we download them to the PC in our office. They are then deleted from the web server. The PC in our office is protected by not one, but two firewalls against unauthorized access. If you are still nervous about your details being on our PC, all you have to do is email us and we will remove you order from our system completely once your have received your order.

Your order will be dispatched quicklY...

We pride ourselves on speedy dispatch. The post office is just down the road, so we have no excuse! The only times when we won't be able to dispatch within 24hrs is when we have not got an item you ordered in stock or we are doing a stock take in the warehouse. In both situations we'll let you know straight away.

We keep you informed of order progress in three emails. Firstly an automated email is sent to you when you place the order. A second email is sent to you after our customer services team processes your order through our inventory system. The third and last email will be sent when the order has been packed and put in the post. If any items are outstanding due to stock shortages or inventory inaccuracies we will keep you informed of progress.

Your order will be packaged welL...

There is absolutely no need to worry here. We have developed some pretty smart ways of packing your orders, while still managing to keep the weight down and therefore the cost of shipping to you! We also test our packaging methods every now and then by sending a package to ourselves to make sure they stay in good condition. If on the very rare occasion contents do get damaged, we'll sort you out with a replacement straight away.

if YOU make a mistake You can cancel or amend your ordeR...

Of course you can cancel an order. It helps if you let us know straight away of course, but please don't let this put you off ordering online with us. Simply send an email to orders@themodelcatalogue.com explaining the issue and we'll get you sorted out in no time.

there is someone who will help you if you need...

Whatever you need to know about the products we sell, we are here to help (by email at our Contact Us page, by telephone on 01603 817143 or by fax on 0870 123 1614). I can't promise that there will be someone to answer your telephoned query straight away as the phone is not a sales line, but if you leave a message we'll get back to you as soon as possible after we pick it up, usually within 24hrs.