Our website offers a comprehensive FAQ, including details on how to operate our products, obtain service and maintain them.
You can track orders via your 'My Hornby Hobbies' account.
If you have a general enquiry about an order please contact customer services.
We operate a telephone Service open on +44 (0)1843 233502:
Monday – Wednesday: 9am - 5pm
Thursday – Friday: 9am – 3pm
We will also be closed on December 27, 28 and January 3.
For enquiries of a technical nature or if you have a problem or fault with your product.
It would help us greatly if you include the product code in the subject line of the email to the spares team
Please include the following details to allow us to process your spares request more efficiently:
- full name, delivery address, email and phone number (these details are required for the delivery service)
- the model name, number and the section of the instructions that the part can be found.
- Could you also advise where and when you bought the item (a proof of purchase if available) please supply us with the full traceability code which can be found on a small white label on the rear of the box.
This enables us to quickly identify the correct product and manufacturing batch so that we can check to see if the parts are available and establish if there are any other recorded issues.
For other brands please see related email addresses below.
We aim to respond to all customer service emails within 7 working days.