We want all our train loving customers to have a pleasant shopping experience and to be well regarded for our customer service. To this we have provided some helpful information about our services below. If you have any comments, questions or ideas then please email us at firstname.lastname@example.org
Making a purchase could not be easier. Just browse our Catalogue, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on “Order” and you will be asked for a few details that we need to be able to satisfy the order. We accept Visa, Mastercard, Paypal and for UK customers we also accept Debit Cards. Your are charged for your items when placing your order.
We may not be able to accept your order, or part of your order, under the following circumstances:
If there are any problems with an order, you’ll be contacted by our Customer Service team.
If you change your mind about an order and want to cancel it, you can do so up to the point when it is despatched – orders are normally processed immediately after they’ve been placed, so we may have already packed your order and made arrangements for it to be sent when you cancel it. If this is the case then we can’t always stop the order from being delivered: once you receive the order, just return it to us.
To cancel your order, please contact us
We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. Please see Delivery & Returns for more information.
Please refer to our delivery details for information on delivery times and postage costs. If for some reason your parcel doesn’t arrive within the expected delivery time period, please contact us
If your item is not in stock, we will back order it for you. If there is likely to be a long delay we will e-mail you with the option to cancel your order if you would rather not wait.
Returns – faulty items. In the unlikely event that you receive faulty, damaged or incorrect goods from us please let us know as soon as possible at email@example.com. Our customer service team will arrange for the return of the goods and a replacement or refund will be offered.
Returns – unwanted items All our products come with a 28 day money back guarantee. All we ask is that the goods are returned to us in a complete, resaleable condition, ideally with any original packaging. We will refund the purchase price promptly or, if you prefer, exchange the product. Should you wish to return an item, please contact us in the first instance at firstname.lastname@example.org. Please note our returns policy does not apply to earrings. P&P charges are non-refundable, except when returning faulty or damaged goods.
Trains on the Brain is committed to safeguarding the privacy of our customers and users whilst providing the highest possible quality of service. As required by the UK Data Protection Act 1998, the EU General Data Protection Regulation (2016/679) and the UK Privacy and Electronic Communications (EC Directive) Regulations 2003 (Data Protection Legislation), we follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. Under the terms of the Data Protection legislation, we are required to explain to you how we will treat any personal data which we collect from you.Who we are
We are Trains on the Brain located in Newcastle, United Kingdom. We are also known as the data controller. We sell a wide-range of train themed gifts through catalogues, advertisements, on the internet.
The www.trainsonthebrain.co.uk website is owned and operated by us. Any questions relating to data protection should be directed to:
The Data Protection Officer, Trains on the Brain, 21 Manor Park, Newcastle NE77FS The information we collect and how we use it
In order to fulfil your order, we need to know certain personal information collected at time of order. The information we hold will consist of but not be limited to the following: Title; Name; Address; Mailing Preference flags such as Do not mail, or Do not email; Products purchased from us in the past including their cost; Telephone number if offered to us (this will only be used for matters relating to your order); email address if offered; Where we believe you heard about us from. Credit card details are encrypted after data entry and are not stored on our systems once used. We do not collect any Special Category Data (sensitive data) such as race, religion, biometrics or health data.
It is our policy that your information is private and confidential. Accordingly, the personal information you provide to us is stored in a secure location and is accessible only by designated staff. We also collect data because it is necessary for the pursuit of our legitimate interests.
Our legitimate interests are set out below.
Understanding our customers wishes and shopping preferences
Improving our service and our products
How we use your information for Direct Marketing & how to manage your marketing preferences
1. Marketing by us, Trains on the Brain We would like to contact you by post and/or email to let you know of our new collections and any offers we may be running. This will usually be the form of our latest catalogue. If at any time you wish to no longer receive Trains on the Brain catalogues and/or emails please call us on write to us at the address below or email us at email@example.com
2. Marketing by other companies We may share your details with other carefully selected retail companies and charities who we feel may be of interest to you. We also work with 5 Star PR Limited.
Please note that 5 Star Pr Ltd may transfer data outside the EEA. The transfer will take place in the presence of appropriate safeguards, including standard data protection clauses adopted by the EU Commission. If you would like more information, please call us on 01904 631611, write to us at our address below or email us at firstname.lastname@example.org
We may also share data (Name & Address only) directly with other trusted retailers in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, home interiors sectors, pets and UK charities. If data is shared it is done so on a one time only basis and the company or organisation are not entitled to store your data for further use unless you engage with them.
If you do not wish us to share this information please tick the appropriate box when ordering on-line or to update this preference , write to us at the address below or email us email@example.com
If you would like to stop all unsolicited postal communications, we suggest that you register with the Mailing Preference Service (MPS). MPS is a free service set up in 1983 and funded by the direct mail industry to enable consumers to have their names and home addresses in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and all directly involved trade associations and fully supported by The Information Commissioners Office (ICO). For more information or if you wish to register with the MPS please visit their website www.mpsonline.org.uk
How we use your information to understand our customers wishes and shopping preferences
Our communications are designed to tell you about the benefits we can offer so that you have access to our best deals. We use the information we have about you to tailor the content and try to ensure that the offers are as relevant to you as possible. Under the Data Protection Legislation, this might qualify as profiling. If you do not wish us to use your data for this purpose, please call on 01904 631611, write to us at the address below or email us at firstname.lastname@example.org
How we use your information to improve our service and our products
We may hold any feedback from individuals relating to customer service or product analysis to help us to improve in these areas. Customer feedback may be used within our catalogue designs and/or on our websites. If at any time you wish this information to be removed, erased or not used in any such way please make this clear on the feedback you provide us with or , write to us at the address below or email us at email@example.com
We work with the following data processors in order to carry out our direct marketing activities.
Basedata: They process name, address and mailing preference details only to enable us to mail out our catalogues on our behalf through Royal Mail and any other recognised mail carrier.
How long we keep your data for
As a retailer, we are fortunate to have loyal customers who purchase our products over many years. To serve our customers in the best possible manner and to continue to inform them about new products and services we have decided to retain customer data for 20 years after the last purchase date.
You have the right to ask us what personal data we hold about you If at any time you wish to exercise this right you can write to us at our address below or email us at firstname.lastname@example.org To protect your privacy and security we may need to verify your identity before sharing this information.
You have the right to ask us to update or amend any out of date or incorrect data If at any time you wish to amend your data you can write to us at our address below or email us at email@example.com. To protect your privacy and security we may need to verify your identity before making amendments.
You have the right to ask us to delete the data we hold about you If at any time you wish to exercise this right you can write to us at our address below or email us at firstname.lastname@example.org. To protect your privacy and security we may need to verify your identity before deleting your data.
We will seek to act in the best interest of our customers and will not abuse our position of data controller. We wish to be as clear and transparent as possible and uphold any requests for data disclosure or amendment as soon as possible. Due to the nature of data and catalogue printing, when an amend is made to data it may take up to 4 weeks for it to become effective, although we will do everything possible to ensure this time delay is kept to a minimum.
How to contact us
We wish to be as clear and transparent as possible regarding our data collection, security and how we use it. If at any time you have any questions or comments regarding this, we would be happy to speak to you in person. If you wish to do this, you can write to us at: email@example.com
Trains on the Brain, Registered Address: 21 Manor Park, Newcastle NE77FS
The registered owner of this site has taken every care in the preparation of the content of this web site. To the extent permitted by law, the registered owner disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this web site. Trains on the Brain shall not be liable to any person for any loss or damage that may arise from the use of any of the information contained in the materials on this web site.