The Isle of Wight Steam Railway is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the Online Shop page.
The Isle of Wight Railway Company Ltd. / IWR Trading Ltd.
The Railway Station,
Isle of Wight
Phone: 01983 882204
Fax: 01983 884515
VAT No. 615160080
Company registration number: 1068690
Making a Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept credit card payment. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.
We accept Visa, Switch and Mastercard. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. You may send your credit card information via phone, fax, Royal Mail or over the Internet.
We will send you an email to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping & Handling
We aim to dispatch orders for event tickets the same day (or next nearest working day) using second class Royal Mail postage. Please note that all event tickets are to be picked up at the Booking Office at Havenstreet Station on the day of the Event.
Books, DVD's, Videos and other items of merchandise will normally be dispatched within 7 days from receipt of order.
The purchase of Isle of Wight Steam Railway Membership will normally be confirmed by email within 5 days from receipt of order, and your new Member's Pack will normally be dispatched within 10 working days.
See Shipping And Handling
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For customers resident within the European Union:-
VAT/TAX @ at the prevailing rate at the date of order will be added to all EU resident customers orders, where applicable, with the following exceptions:-
- BFPO customers based outside the UK
- Any customer based within Europe but outside the UK who is registered for VAT/TAX within their own country. We will require the full VAT/TAX number to verify.Some items, such as train travel and books are zero-rated for VAT.
Credit Card Security
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
We want you to be 100% happy with your purchase. Should you have any reason to return items purchased in this shop, they may be returned within 7 days of receipt providing that they are returned in the original packaging and in the condition in which they were sold. Exceptions to this guarantee are for DVD's and Videos, which unless they prove faulty in manufacture, will not be refunded or exchanged.
General Terms, Conditions and Byelaws
Tickets are issued subject to the Isle of Wight Railway Co. Ltd's "Conditions of issue of Tickets" and the 1991 ByeLaws which are available to view HERE
Dogs are conveyed subject to the safety and comfort of other passengers and at the Railway's discretion. They must be kept on a short lead at ALL times whilst on Railway property. Tickets are required for all dogs travelling with you on the train.
General Terms for Tickets Purchased Online
Charges may be revised at any time and will vary for special trains and events. Details of all ticket prices are shown on our Fares page and Special Event pages. Full journey return tickets generally allow unlimited travel on one day only (subject always to availability) or for other evening events for which special tickets are required.
We recommend that all tickets are purchased at least seven days prior to the date you wish to visit the IW Steam Railway. For telephone bookings we will always endeavour to dispatch tickets to you promptly by post. Tickets can only be sent to the cardholder’s registered billing address. However, if you wish to travel within the next seven days, and for customers who book from outside of the UK, your tickets will be held for collection on the day from the Railway ticket office at Havenstreet Station during Railway opening times, as we cannot guarantee that tickets posted will reach you in time. (We regret that you will not be able to collect pre-booked tickets from Smallbrook Junction or Wootton Stations, and must be collected from Havenstreet Station ticket office only).
Tickets for Infants (aged 0-4 years) are Free (except where shown differently, e.g.Santa Specials, Midsummer Jazz), but subject to a maximum of two infants per fare paying adult. Otherwise they are charged at Child (5-15 years) rate.
Refunds and Alterations
Standard Tickets, Gift Vouchers and Memberships are sold on the understanding that they are non-refundable.
The purchase of Special Event Tickets is governed by our standard policy:
- Where tickets are purchased for an Event where seats are booked for a specific train, we advise all visitors to arrive at least 30 minutes prior to their booked departure. No refunds are given for missed trains. Seats on later trains cannot be guaranteed and may be subject to an administration charge. The exception to this is if you are able to notify us in advance of your non-attendance (for example, because of illness) and we are able within this notice period to re-sell your reserved seats, a refund less an administration charge will be made.
- Refunds and/or alterations requested to confirmed bookings and/or Special Event tickets will be made at the discretion of The Isle of Wight Steam Railway and will be subject to an administration charge. In any event, travel tickets and vouchers must be returned and received by us at Havenstreet Station by no less than 48 hours prior to the specified date.
The above points do not affect your statutory rights.
If you need to contact us, please email us using the link on the Online Shop page. Alternatively, you can call on 01983 882204 (International +44 01983 882204) or fax us on 01983 884515 or write to us at The Railway Station, Havenstreet, Ryde, Isle of Wight, PO33 4DS, United Kingdom
The Isle of Wight Railway Company Ltd. and IWR Trading Ltd. do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfillment. In this case, the third party will not disclose any of the details to any other third party.
Returned goods must be accompanied by the invoice number, date of purchase and reason for return.