Frequently asked questions

We have two locations in Luxembourg City: our Flagship Store at Scilla*s Shopping Square and a Pop-Up Shop in the heart of Luxembourg City.

Flagship Store
Scilla*s Shopping Square
2-4 Boulevard des Scillas
L-2529 Howald Luxembourg
G.D. Luxembourg 

Pop-Up Shop – Luxembourg City

38, Rue Philippe II
L-2340 Luxembourg
G.D. Luxembourg

Our customer service can be reached via:

T: +352 26 48 08 20
E: contact@jbftoysandtrains.com

xx

Standard shipping normally takes 3-5 business days. International shipping times depend on the products and destination (estimated at checkout).

With our Click & Collect option, you can effortlessly browse and purchase your favorite LEGO® and model trains online, and then conveniently pick up your items in-store at your preferred time. You can pay online upfront or pay in-store.

Of course, your parcel is not supposed to be delivered damaged and we are happy to assist you and find a solution. Please contact us atcontact@jbftoysandtrains.comand include the order number and photos of the damage so that we can investigate it further.

Guaranteed Items

The guarantee period for an item is 2 years for new items and 1 year for vintage items from the date of purchase. If you wish to use this guarantee, please contact us by phone at +352 26 48 08 20 or by email at contact@jbftoysandtrains.com. Any items sent without prior approval will not be accepted.

It is possible to exchange your purchase in-store: you return to the shop with your purchase and the original receipt, select a new article and exchange it at the till. The same applies to a Click & Collect order. Depending on your purchase amount and the price of the new article, you will receive a refund or pay extra. The following conditions apply:

• If you exchange an item for a more expensive one, you will need to pay the difference;
• If you exchange an item for a less expensive one, you can receive up to 50 Euros in cash;
• If the refund amount exceeds 50 Euros, you will receive a voucher for the balance.
• If you return an item and do not wish to exchange it, you will not receive a cash refund. Instead, you will receive a voucher for the original purchase amount.

Also read about our return policy in the next FAQ.

We understand that sometimes mistakes happen and you may have purchased a product incorrectly.

As long as the item is unopened and in its original condition, we accept returns within 14 days of purchase, subject to the Returns terms & conditions outlined below:

Returns Terms & Conditions

• Items can be returned within 14 days of the purchase date by showing the original receipt.
• Items can only be returned as long as the item is unopened and in its original condition.
• Do you no longer have the original receipt? We can retrieve a copy of the receipt from the system if you know the exact date and time of purchase.
• On presentation of a copy of the receipt, an item can be exchanged;If you exchange an item for a more expensive one, you will need to pay the difference;If you exchange an item for a less expensive one, you can receive up to 50 Euros in cash;If the refund amount exceeds 50 Euros, you will receive a voucher for the balance.If you return an item and do not wish to exchange it, you will not receive a cash refund. Instead, you will receive a voucher for the original purchase amount.
• We can only take back items that are in unopened packaging and are resalable. If an item has been opened and used, it cannot be exchanged.
• For software and hardware items, we will only exchange them if they are still sealed. If the seal is broken, unfortunately we cannot take the article back.
• Products bought online can be returned in-store.
• Vintage items have no return policy possibility.
• Items that are customised (MOC build for customer, technical items build in, landscapes, etc) have no return policy possibility.
• Gift Vouchers cannot be exchanged for money.

We understand that sometimes mistakes happen and you may have purchased a product incorrectly.

If you want to return an item, please send an email to contact@jbftoysandtrains.com and wait for a customer service agent to respond to you to advise on return instructions.

Do NOT ship the item back to us prior to receiving a confirmation from us. 

As long as the item is unopened and in its original condition, we accept online returns within 14 days of purchase, subject to the Returns terms & conditions outlined below:

Returns Terms & Conditions

• Items bought online can be returned within 14 days of the purchase date.
• Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!
• As the parcel remains your responsibility until it is received by us, ensure that you ship it via a tracked service.
• In case that the product is being returned due to an incorrect purchase, the postal charges will be the buyer’s responsibility. When you used the free shipping option during your purchase, or any other discount give, this will be deducted from the retuned funds.
• Vintage items have no return policy possibility.
• Items that are customised (MOC build for customer, technical items build in, landscapes, etc) have no return policy possibility.
• The funds will be reimbursed on the same bank account/ way of payment as was used for the purchase.
• If you have purchased within the EU Union and are returning the product from outside of the EU Union (UK, Switzerland, etc.) you will be responsible for the VAT/Import duties liable for the return.
• Do NOT ship the item back to us prior to receiving a confirmation from us.

Yes, products bought online can be returned in-store. Also read about our Return Policy in FAQ.