Customer Service
For over a century, travellers have relied on ERT for precise and up-to-date rail schedules. Our commitment to transparency and accuracy makes us the definitive, trusted authority in European rail travel.
Shipping question?
Please see our Shipping section below.
Other questions?
Please see our FAQ below, or contact us.
Want to see your orders?
Please sign into your ERT Account.
Delivery times
Your order is dispatched by our fulfillment agent, CBL Distribution ltd. Orders placed before midday Monday - Friday will be dispatched the same day. Orders placed after 12pm will be dispatched the following working day. Orders received Saturday, Sunday and bank holidays are processed the next working day.
The shipping timescales on in stock items are as follows:
- UK delivery: 3-5 working days
- International orders: 7-14 working days
As soon as your order is on its way to you, you'll get a dispatch confirmation email. If your order hasn’t arrived within the expected delivery window, please first check with your local postal service—they may be holding the parcel for you. If they have no record of it, contact us.
Shipping costs
Shipping costs vary depending on your destination and chosen delivery method. The exact amount will be calculated during checkout. For a detailed breakdown, please visit the shipping cost page.
Delivery times
Your order is dispatched by our fulfillment agent, CBL Distribution ltd. Orders placed before midday Monday - Friday will be dispatched the same day. Orders placed after 12pm will be dispatched the following working day. Orders received Saturday, Sunday and bank holidays are processed the next working day.
The shipping timescales on in stock items are as follows:
- UK delivery: 3-5 working days
- International orders: 7-14 working days
As soon as your order is on its way to you, you'll get a dispatch confirmation email. If your order hasn’t arrived within the expected delivery window, please first check with your local postal service—they may be holding the parcel for you. If they have no record of it, contact us.
Shipping costs
Shipping costs vary depending on your destination and chosen delivery method. The exact amount will be calculated during checkout. For a detailed breakdown, please visit the shipping cost page.
FAQs
Here’s everything you need to know to place an order with us. If you ever have any questions, feel free to contact us.
Do I need an account to purchase?
To purchase you will need an email address. A password isn't required, to log in you will receive a 6-digit verification code sent by email. This allows you to view any current and previous orders.
What payment methods do you accept?
We accept Visa, Mastercard, Maestro, Visa Debit, American Express, PayPal, and bank transfers. All card payments are processed securely and encrypted for your protection.
Can I cancel or change my order?
We process orders quickly, but if you contact us within a few hours of ordering, we’ll do our best to help. After shipment, changes or cancellations aren’t possible.
What’s your return policy?
You have the right to cancel your order within 14 days of receiving your goods. To cancel, please contact us within that period.
If you’ve already received your order, you’ll need to return the item in good condition and at your own cost (unless it arrived damaged or we sent the wrong item). Once we receive the returned item, we’ll refund you within 14 days.
Can I order over the phone?
To place an order by phone, please call us on +44 (0)1832 270198 between 10am and 4pm GMT/BST
Can I add more items to an existing order?
Once an order has been placed, we cannot add additional items so a new order will need to be placed.
Can I change my delivery details?
Please ensure your delivery details are correct at the time of ordering. As we aim to ship your order quickly, it may be dispatched before we see a notification to change.
Please use the contact form below for any issues.
Why has my order got an additional charge for Tax?
When you purchase from us, if you want your item delivering within the EU, we use an IOSS (Import One-Stop Shop) number on UK printed items. It makes the whole shopping process smoother for you:
· You know the total cost upfront – The VAT for your country is added at checkout, so there are no surprise fees when your parcel arrives.
· Faster delivery – Because the VAT is already paid, your parcel usually clears customs more quickly, without being held for extra checks or payments.
· No handling fees – Couriers or postal services often don’t need to charge extra “administration” or “clearance” fees, which can happen if VAT has to be paid on delivery.
· More transparent shopping – You can see exactly what you’re paying, and you’re less likely to have your package delayed or returned over tax issues.
Titles printed in the EU are tax exempt so we only charge on the applicable products.
Contact us
If you have any unanswered questions or encounter any issues with your order, feel free to reach out to us using the contact form. We reply within office hours, Monday to Friday, UK time.
You can also sign into your ERT Account at any time to view your order details and receipts.