FAQ - Frequently asked questions
Payment / Gift vouchers
How do I pay with IDEAL?
Please select credit card as your payment method. Then please select the Ideal institute. Follow the next steps and complete the order as usual.
Why can't I pay with prepayment?
Payment in advance should always be possible. Nevertheless, we recommend that you check your shopping basket. If pre-ordered items have crept in, please order them separately. It should then be possible to select "Prepayment" again. If you are still unable to select the payment method, please contact our customer service.
Please use our contact form or write directly to firstname.lastname@example.org.
What VAT is displayed?
As soon as you have logged into our online shop, you will be shown the prices with the VAT applicable to your country.
Do I have to pay import fees?
Please contact your local customs office for information on any import duties.
How do I use my voucher?
You can redeem your voucher when selecting the payment method. At this point you will find the sentence "Would you like to use your voucher?" Please enter the code here and click on "Redeem voucher". The value of the voucher will be deducted automatically. You can then continue the order process as usual.
Can I also use a voucher from the shop in your shop?
You cannot redeem a voucher from our online shop in the shop. There is another voucher that can be purchased on site. If you already have a voucher, you can redeem it by placing an order in the online shop with the payment method "cash on collection" and pay the correspondingly reduced amount.
Shipping / Collection
Can you send my goods in a letter?
Your goods will only be dispatched as a parcel with a consignment number. This ensures the security of the parcel and its contents in the event of loss or damage.
Import into Switzerland. Are there any special features?
Customs clearance or declaration on your part is no longer necessary! Delivery is made by UPS, fully cleared by us and including Swiss VAT, which is shown in our online shop for all products.
You can find more information here!
The consignment tracking does not change. What should I do?
You can be sure that your parcel was handed over to the shipping service provider on the same day. An official enquiry request can be submitted to the service provider if the status of domestic shipments has not changed for more than 7 days. For international shipments, we can submit an enquiry request after 14 days. If this is the case, please contact our customer service here.
Can I order goods from Issum/Kamen to Kamen/Issum for collection?
You cannot currently collect goods from the Kamen site at the Issum site. This also applies in the opposite direction.
Will I be informed when my order is ready for collection?
As soon as your order is ready for collection, we will contact you by e-mail or telephone and you can collect the goods during our opening hours from Tuesday to Saturday between 11:00 and 18:00 (Sat. 10:00 - 16:00).
Can I order by phone/ by post/ by e-mail?
It is not possible to accept orders via these communication channels. Please place an order via the webshop and select your preferred payment method.
How does the pre-order process work?
If you discover a model that is labelled with the "New" banner and a blue symbol instead of a green symbol, you can pre-order this item from us. Please do not order this item together with available items. The deliverable item will only be dispatched when the pre-ordered item is available.
To continue with the pre-order, start the order process as usual. It is not possible to select the payment and dispatch method at this stage. We will contact you as soon as payment is due.
Can I pre-order an item that is not listed in the online shop?
If the item is not listed in the online shop, it cannot be pre-ordered.
Can my ebay order be dispatched with the order from the online shop?
Online shop orders and orders via ebay cannot be dispatched together.
Orders over 1000,00€. Are there any special requirements?
There are no special conditions for orders over €1000.00 within Germany.
The situation is different outside Europe.
A customs declaration must be applied for here. This can currently take several days. We therefore recommend that you keep your order under €1000.00.
Purchase of private goods
I have models that I would like to sell. Do you buy them?
We do not purchase private goods. We only trade in new goods directly from the manufacturer.
Cancellation / Reclamation / Exchange / Return
Will I receive a returns label in the event of a withdrawal?
Please note that in the event of cancellation, the return shipment will be at your expense. In this case, we will not provide a return label.
You can find more information here!
What is the return address for a withdrawal?
The address for the return shipment is
Can I return a model if I have ordered additional interior lighting?
A model equipped by us with interior lighting complies with the rules for custom-made products and is therefore excluded from cancellation.
Can I return a building kit?
A build kit can be returned if it is still in its original condition.
I have ordered something to collect from the shop and would like to return it, what do I do?
If you have paid in our shop, you can return the goods to our shop as usual on presentation of proof of purchase. Please ensure that the goods are in their original condition.
If you have paid for the goods using a payment method such as PayPal, please contact our customer service team beforehand. Please use our contact form for this purpose.
I have ordered the wrong item, can I exchange it for the correct one?
We will be happy to exchange the incorrectly ordered item for the correct one. Please send the goods to our address in Kamen with a corresponding note.
In the event of an incorrect delivery, please contact our customer service. Please use our contact form.
Can I get a specific manufacturer for the digitalisation/sound upgrade?
We will gladly try to install the desired decoder from a specific manufacturer. Please leave us a corresponding message when ordering.
Is it possible to install a sound on the sound decoder?
We will be happy to play the desired sound on the decoder. Please let us know when you place your order.
If the desired sound is not free of charge, a corresponding fee will be charged.
Which decoder do you use for digitalisation?
Unfortunately, it is not possible to say which decoder should be installed in which locomotive. Several factors play a role here. For example, the space in the locomotive or which manufacturer offers the used sound.
Why can't I select an axle change / digitalisation / interior lighting etc.?
There may be various reasons for not selecting services. For example, the model is not prepared for interior lighting.
Why is a sound upgrade not possible for English locomotives?
Unfortunately, in most cases we do not have a suitable English sound available. If you would like a similar German sound on the model, you are welcome to contact our customer service.
Do I have to pay for the axle change from direct current/ alternating current to alternating current/direct current?
The conversion of the axles to direct current/alternating current is free of charge for most manufacturer models. However, there are exceptions, e.g. with B-models.
Do 3-wire AC models from other manufacturers work with Märklin?
If the models are designed for AC, they can be run on Märklin layouts in most cases.