Shipping & Returns Policy

Welcome to Lione Train Model Shop, where model railroading enthusiasts worldwide find premium quality products and exceptional service. We’re committed to ensuring your complete satisfaction with every purchase of our Couplers & Wheelsets, European Model Trains, Locomotives, and other specialty items.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two reliable shipping options to serve our global customers (excluding Asia and certain remote regions):

International Shipping Notes

Please note:

• Customs fees may apply for international shipments (the customer is responsible for these charges)
• Delivery times may vary due to customs processing
• We recommend using our trackable shipping options for better visibility

Returns & Exchanges Policy

We stand behind our products and want you to be completely satisfied with your model railroading purchases. If you’re not happy with your order, we’re here to help.

Our Return Policy

You may return most items within 15 days of delivery for a refund or exchange. To be eligible for a return:

• Item must be in original, unused condition with all packaging and tags
• Original proof of purchase must be provided
• Item must not be part of our non-returnable exceptions (listed below)

Non-Returnable Items

For quality and safety reasons, we cannot accept returns on:

• Pre-Order items (marked as “Pre-Order” or “Pre-Orders” in our menu)
• Decals (due to their adhesive nature)
• Holiday Themed seasonal items purchased within 7 days of the holiday
• Any opened or used Model Railroading Tools

How to Initiate a Return or Exchange

Follow these simple steps:

1. Contact us within 15 days of delivery at [email protected] with your order number and reason for return
2. We’ll email you a Return Merchandise Authorization (RMA) number and instructions
3. Package your item securely in the original packaging
4. Ship your return to our Jersey City facility using a trackable method
5. Once received and inspected, we’ll process your refund or ship your exchange

Return Email Template

Use this template when requesting a return:

Refund Processing

Once we receive your return:

• Refunds are processed within 3-5 business days of receiving your return
• Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping costs are non-refundable unless the return is due to our error
• For exchanges, we’ll ship your new item once the return is processed (standard shipping rates apply)

Note: International returns may take additional time for customs clearance. We recommend using a trackable shipping method and declaring the contents as “Returned Goods” with your RMA number clearly visible.

Damaged or Defective Items

If your European Model Train, Locomotive, or other item arrives damaged or defective:

• Contact us within 48 hours of delivery with photos of the damage
• We’ll arrange for a replacement or refund at no additional cost to you
• In some cases, we may request return of the damaged item