Frequently Asked Questions

 

Ordering and payment

1. How can I place an order?

2. How can I remove an item from my order?

3. How can I change the number of items in my order?

4. How can I cancel an order if I change my mind?

5. What payment methods do you accept?

6. Where can I have the items delivered?

 

Your account

7. Why must I register to order from shop.imcmodels.eu?

8. I have forgotten my password. What should I do?

 

Privacy and security

9. What do you do with the details that I enter on the shop.imcmodels.eu website?

10. Will you pass my details to third parties?

11. Will my details be stored securely?

12. Who has access to my details?

13. I already have an account at tonkinreplicas.eu as a dealer. Is my account linked to this account?

14. Are my details sent over the Internet securely?

 

Delivery

15. How long does it take for my items to be delivered?

16. What are the delivery costs?

17. Can my order be delivered to a different address?

18. Can some items in my order be delivered to a different address?

 

Reimbursement and returning goods

19. An item in my order is faulty or damaged. How do I get my money reimbursed?

20. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?

21. How can I return an item or order if I change my mind?

22. Where can I find the order number so that I can return an item?

23. Who pays the costs for returning an item or order?

24. I have a question that is not listed here. What should I do?

 

 

Ordering and payment

1. How can I place an order?

All products in the IMC Models Webshop are stocked by Industrial Merchandising Concepts (IMC) B.V. in Montfoort, Netherlands.

If you want to purchase an item from shop.imcmodels.eu, you can use the menu categories to view and order the relevant item.  Orders are processed via a standard ordering process.

- You make an order by first adding items to your shopping basket at shop.imcmodels.eu.

- You then click "Checkout". You must then log in or register.

- If this is the first time you are using shop.imcmodels.eu, you must enter a few details about yourself in order for us to proceed with your order (see: “How do I register?”).

- If you have used shop.imcmodels.eu before, you must use the e-mail address and password that you entered when registering. Once you have registered, you have the option to enter an alternative address for delivery of your order. Once you have confirmed your order and the delivery address, you must confirm that you have read and agree with the terms and conditions of delivery for shop.imcmodels.eu.

Then click "Place order".

Once you have entered the payment details and have clicked "Place order", we will confirm your order by sending you an e-mail.

Prior to clicking "Place order", you can change your order or cancel the whole order at any time from the page showing your order details.

The products visible on this webshop can also be bought at your IMC Models dealer. To find you nearest dealer, go to www.imcmodels.eu.

 

2. How can I remove an item from my order?

If you have not yet placed the order, you can remove an item from the shopping basket by clicking "My shopping basket" at the top or bottom of the page.

Your order is then displayed. You can remove an item by clicking the dustbin icon next to that item.

You cannot remove items from your order after you have entered your payment details and we have confirmed your order.

 

3. How can I change the number of items in my order?

If you have not yet placed the order, you can change the quantity of an item in the shopping basket by clicking "My shopping basket" at the top of the page.

Your order is displayed and you can change the quantity by entering a different number in the "Quantity" field for the relevant item. Once you have entered a new number, you must click "Update shopping basket" to update your order.

You cannot change the quantity of an item once you have entered your payment details and we have confirmed your order.

 

4. How can I cancel an order if I change my mind?

You can always cancel you order, provided you have not yet entered your payment details. Once your payment details have been submitted and we have confirmed your order via e-mail, you can no longer cancel your order online.

You can, however, always return your order within 7 days of receipt of the order.  

 

5. What payment methods do you accept?

We accept credit cards (Visa, MasterCard and American Express) and Paypal. You enter your credit card details using our secure SSL procedure. We and your credit card issuer will ensure that the information is handled correctly. Your credit card is billed the moment an item is shipped.

 

6. Where can I have the items delivered?

Orders from shop.imcmodels.eu can be delivered anywhere in the world. You enter the desired delivery address when placing your order. The relevant delivery costs are displayed before you confirm and place your order. Orders cannot be sent to a post box address.

 

Your account

7. Why must I register to order from shop.imcmodels.eu?

The product range at shop.imcmodels.eu is available to everybody and the prices are consumer prices that include VAT.

 You can create your own account on the website. You can do this in “My account” prior to placing an order, or during the ordering process before checkout.

 

8. I have forgotten my password. What should I do?

If you have forgotten your password, click on "Forgotten password" on the login page.

We will send a new password to the e-mail address you used during the registration process.

 For security reasons, we advise you to change your password to a password that you can easily remember when you want to log in to your account.

 You can change this at any time by logging into your account on the "My account" page at shop.imcmodels.eu.

 

Privacy and security

9. What do you do with the details that I enter on the shop.imcmodels.eu website?

We store the details you enter during the registration procedure at shop.imcmodels.eu so that your orders can be processed as efficiently as possible. We do not do anything else with your data.

 

10. Will you pass my details to third parties?

No. Industrial Merchandising Concepts (IMC) B.V. and IMC Models respect the privacy of all users of shop.imcmodels.eu and we handle personal information confidentially. The personal information that you enter is used only to process your order efficiently, or to send you a newsletter if ‘Register for newsletter’ is ticked.

 

11. Will my details be stored securely?

Yes. Industrial Merchandising Concepts (IMC) B.V. and IMC Models take all reasonable and practical steps to store your details in a secure, protected way. Personal information is sent across the Internet in coded form and stored at a secure location.

 

12. Who has access to my details?

Only IMC Models and the service provider Industrial Merchandising Concepts (IMC) B.V. have access to your personal information. This access is used only to process your order, or to send you a newsletter if ‘Register for newsletter’ is ticked.

 

13. I already have an account at tonkinreplicas.eu as a dealer. Is my account linked to this account?

Yes. If you have previously ordered at the tonkinreplicas.eu webshop as a dealer, you can use the same login data to order at the imcmodels.eu shop.

 

14. Are my details sent over the Internet securely?

Yes. We use SSL technology (Secure Socket Layer) and other measures to transfer your data securely. You can see when SSL is used at shop.imcmodels.eu by the yellow padlock in your browser window.

 

Delivery

15. How long does it take for my items to be delivered?

You will receive the goods within 1 to 5 working days depending.

 

16. What are the delivery costs?

The delivery costs depend on the size of the order, chosen delivery service and the location of the delivery address. The delivery costs are shown prior to confirming your order.

 

17. Can my order be delivered to a different address?

Yes. You can change the delivery address before reaching the payment page. Tick "Deliver to a different address" on the "Order" page.

Enter the new address and click on "Proceed" to save this. The new delivery address is then displayed on the "Order" page.

 

18. Can some items in my order be delivered to a different address?

No. Only one delivery address can be entered for each order. If you want items to be delivered to several addresses, then please place separate orders for each address.

 

Reimbursement and returning goods

19. An item in my order is faulty or damaged. How do I get my money reimbursed?

a. An order can be returned free of charge within eight (8) working days of receipt if it is defective or damaged. The costs for return will be paid by shop.imcmodels.eu You must send an e-mail to info@imcmodels.eu giving the order number, your account number, the name of the account holder and the reason for return. After receipt of the returned goods, the cost of the goods will be reimbursed to the account holder.

 b. All returned products must be in the original packaging. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

 

20. I have ordered the correct item, but it does not fit. Can I get my money back or exchange the item?

a. You can exchange and return an item within 7 days of receipt of the order.

b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.

d. When returning goods toIndustrial Merchandising Concepts (IMC) B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.

 

21. How can I return an item or order if I change my mind?

a. You can exchange and return an item within 7 days of receipt of the order.

b. All returned products must be in the original, unopened packaging, must be undamaged and must be suitably packaged for return shipment. The products must be suitable for resale. Returned products must be sent back with the original invoice, delivery note or fax, and return note.

c. Repair and replacement costs will be incurred if the returned products are damaged or missing. This can affect the level of reimbursement.

d. When returning goods to Industrial Merchandising Concepts (IMC) B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.

 

22. Where can I find the order number so that I can return an item?

The order number is indicated on the order confirmation and the dispatch confirmation e-mail that you received after placing your order. You can also find your order number by going to shop.imcmodels.eu. Click on "My account" and log in to the webshop. Click on "My orders" and look for the order number in the list.

 

23. Who pays the costs for returning an item or order?

When returning goods to Industrial Merchandising Concepts (IMC) B.V., the administrative and delivery costs paid for by the account holder when ordering the product are offset against the amount to be reimbursed. An order can be changed free of charge within eight (8) working days provided the order has not been shipped.

 

24. I have a question that is not listed here. What should I do?

If you have questions about the order, delivery, invoice, order status or returns, or require any additional help, please contact:

Industrial Merchandising Concepts (IMC) B.V.
Peppelkade 23
3992 AL  Houten
The Netherlands

Telephone: +31 (0) 307210661
E-mail: info@imcmodels.eu

The IMC Models Support team will be happy to answer your questions.

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