Contacting Us

Email: We far prefer emailed enquiries!  Once you have looked through our site and are sure you can't find the answer to your question online, send your message to office@goldstarstockists.com - please use a subject and sign your name at the end of your message as otherwise your email may not be received.    
We reply to all emails promptly but sometimes there might be a delay if we have to check something out, so please be patient as even at the busiest times you'll usually have a reply within one day at most.

By Fax: Our number is FAX: 01438 364836 (Intl: +44 1438 364836).  We welcome faxed orders & enquiries - please as much information as you can with regard to the query. 
This is often the quickest way to enquire about something as we can very quickly write the reply and fax it back to you!

Telephone: Our phone number is (BUT READ THE BITS BELOW FIRST BEFORE CALLING!) PHONE: 01438 742665.  The phone is only answered 10 am to 4 pm Monday to Saturday, because staff need time at the start and end of the day to complete order picking and postal dispatch.  If you hear a recorded message during hours when we would usually be open, please allow a few minutes before calling back.

VERY IMPORTANT: Product and technical enquiries?  Please EMAIL, since telephone is not manned by technical staff and you will likely be asked to put your question in an email so that it reaches the right person.

QUERYING YOUR ORDER: If you have the email ticket from us, we have your order.  If you don't please send us an email.  Staff on the phone will not remember your order from the 100's we receive each week - we will need to take a lot of info down and call you back.  If you email, we can check far more quickly.

PLACING AN ORDER: Orders can be placed by telephone but our free "no rush" delivery option is only available on internet and fax orders.  Telephone orders are subject to our regular £2.50 (for orders under £50) and £4.50 (for orders over £50) postage rates, with the exception of diecast model advance orders.

 
By Royal Mail: You can write to us, but this is by far the slowest way of getting a reply.  Our shop address is Time Tunnel Models, 3 Market Place, Stevenage Town Centre, SG1 1DH.  Please note that we do not send out "lists" as all our lists are already on this website.

 Visiting Hours

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a map &
directions

Our shop is open during the following hours.  Outside of these hours, telephones will not be answered but we may be able to answer emails.

MONDAY, WEDNESDAY, THURSDAY, FRIDAY, SATURDAY: 9:30 AM to 5:00 PM
TUESDAY: 9:30 AM to 1:30 PM (Early closing)
We are closed Sundays.

TELEPHONE HOURS DIFFER: Telephones lines are open only during the hours of 10am to 4pm.  This is to allow staff enough time to pick overnight orders and complete the daily post office runs.

Collection of orders can sometimes be arranged outside of these hours by prior appointment. 

• Allow time for the great British Post Office: If you have been charged and it's more than a few days previously, allowing for weekends when no deliveries occur, PLEASE check your post box thoroughly for Post Office, Parcelforce or Courier "We tried to deliver but you were out" cards.  They often get caught up in junk mail and free local newspapers. Also, please ask your immediate neighbours if they have taken a parcel in for you before contacting us.   We are finding that 95% of "missing" packages are actually waiting either next door or at the sorting office / courier depot.
   
• Give us the details we need to look into it: We can track most larger items (heavier items and majority of packages over £50) quite quickly and advise where they are.  Please reply to your order confirmation email as it is quicker than phoning.  If you phone, we will take your details and have to phone you back.  This is because for security reasons, tracking information is not usually stored on our shop premises.
   
• VERY Occasionally Things Get Lost: Where items are lost by the postal service, we must let the Post Office investigate the loss before any further action can be taken.

Complaints Procedure
In the event of a complaint, please contact Pat Gorin via any of the methods outlined above.  We will endeavour to respond to all complaints within 3 working days, however usually response will be within 24 hours at any time.    You will be kept updated as to the progress and outcome of your complaint.