Company & Contact Details:

The Kent & East Sussex Railway Company Limited
A charitable company, limited by guarantee and not having a share capital.
A company registered in England No.1007871
VAT No.202 1098 21
Registered Charity No.262481

Colonel Stephens Railway Enterprises Ltd
A wholly owned subsidiary of the Kent & East Sussex Railway Company Limited
A company registered in England No.2668156
VAT No.583 7827 90

Registered Address:

Tenterden Town Station
Station Road
Tenterden
Kent
TN30 6HE
UK

Contact:

Telephone 01580 765155
Email [email protected]
Fax 01580 765654

https://www.facebook.com/KentandEastSussexRailway
https://twitter.com/KandESRailway
https://www.instagram.com/k_and_esr/
https://www.youtube.com/channel/UCYuvdq_qD1bQRc_B72zm3Tw
http://www.tripadvisor.co.uk/Attraction_Review-g503919-d261283-Reviews-Kent_East_Sussex_Railway-Tenterden_Kent_England.html

Return of Goods

We want you to be 100% happy with your goods. Should you have any reason to return items purchased from our shop, they may be returned within 28 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, which unless they prove faulty in manufacture, will not be refunded or exchanged.
Returned goods must be accompanied by the invoice number, date of purchase and reason for return.
Please note: That you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is faulty. As soon as we receive the item(s) as above, we will refund the relevant part of the purchase price for that item together with the items normal postage charge. We cannot refund any priority, express or courier component of the postage charge.

For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit https://www.citizensadvice.org.uk.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Read our Conditions of Carriage

Tickets

The purchase of Train Travel and Event Tickets is governed by our standard policy. You should not proceed with a purchase if you do not agree to our Terms and Conditions.

Tickets are non-refundable.

We advise all visitors to arrive at least 20 minutes prior to departure time. Where made, seat reservations will be maintained only until 10 minutes before the pre-booked departure time.

No refunds are given for missed trains.

The K&ESR will use every reasonable endeavour to operate the advertised train service but cannot guarantee that services will be hauled by a particular locomotive or type of traction. Locomotives planned to be operating on any day are for indicative purposes only and are subject to change without notice. Unforeseen circumstances or events may entail alterations or cancellations. No refunds are payable in the event of a change in planned steam haulage or substitution by diesel (or vice versa).

Accommodation on later trains on the date of booked travel cannot be guaranteed. Where such is possible, a rebooking administration charge will be made.

Event tickets are very popular & we regret that we are unable to provide accommodation on later services if you miss your booked train. Please ensure you allow sufficient time for your journey.

Alterations requested to confirmed bookings will be made at the discretion of K&ESR and will be subject to an administration charge per person. Travel tickets and vouchers must be returned to, and received by, us by no less than 48 hours prior to the specified date.

The K&ESR is a registered educational charity and operates using heritage equipment. Inherent in the provision of a heritage experience is a degree of potential delay. The primary purpose of the K&ESR is the provision of a heritage experience and not the conveyance of visitors to a precise timetable or by the use of specific locomotives.

A photographer may be present taking photographs for K&ESR marketing purposes.

Please note that pets and dogs, with the exception of assistance dogs, are not permitted at major events: please call us if you are unsure.

Unless otherwise shown, platform tickets are not available during major events.

Conditions of Carriage relating to passengers and luggage form part of our Terms and Conditions.

Terms and Conditions are subject to change without further notice.

Santa Specials

Santa Specials will operate in all but the most severe weather conditions. Should severe adverse weather conditions force us to cancel the advertised services, a replacement Santa Special will operate on Wednesday 27th December. Your ticket will be transferred to this date and a refund will not therefore be available. Should Wednesday 27th December become full, a further replacement service will operate on Thursday 28th December.

Our Santa Specials are very popular & we regret that we are unable to provide accommodation on later services if you miss your booked train. Please ensure you allow sufficient time for your journey - including adverse weather, traffic and finding a parking space.

A photographer may be taking photographs for K&ESR marketing purposes.

Please note that pets and dogs, with the exception of assistance dogs, are not permitted at this event.

Tickets are non-refundable.

Platform tickets are not available.

There is very limited seating for people with restricted mobility. Any requirement for wheelchair/mobility scooter access must be made clear at the time of booking.

Conditions of Carriage relating to passengers and luggage form part of our Terms and Conditions.

Terms and Conditions are subject to change without further notice.

The purchase of Santa Special ticket(s) indicates your agreement to our Terms and Conditions.

Tickets for Dining and Catering Services

Tickets for dining and catering services are non-refundable.

We advise all visitors to arrive at least 30 minutes prior to the booked train departure time.

No refunds are given for missed trains.

However, if you are able to notify us in advance of your non-attendance, because of illness for example, and we are able within this notice period to re-sell your reserved seats, a refund less an administration charge will be made.

Alterations requested to confirmed bookings will be made at the discretion of K&ESR/CSRE and will be subject to an administration charge per person. Tickets must be returned to, and received by, us by no less than 48 hours prior to the specified date.

Data Protection & Your Privacy

This explains how we use any personal information we collect about you when you use this website, or telephone us, and make purchases from the K&ESR and/or CSRE Ltd.

If you conduct transactions with us, subscribe to our mailing lists or newsletters or register for access to the staff area, you will be asked to provide certain information in order that we can provide the products or services you have requested and to authenticate your identity when you login. If you voluntarily complete customer surveys, provide feedback or participate in competitions run by the K&ESR or CSRE, we may also collect information about you.

We also collect website usage information using cookies. We use cookies to ensure that we give you the best experience on our website. Each time you use the site we’ll also collect information including domain name/IP address, referring URL, browser and platform, time of visit, pages visited and any searches performed – this information may be used to help us improve the performance of our website and for assessing the suitability of or requirements for certain services.

We may also contact you about special offers, events and other products and services we think may be of interest to you.

We may monitor and record telephone conversations with you and use them for staff training, quality and security purposes.

We do not sell information about our customers or site visitors to third parties.

We respect your right to privacy and any questions you may have regarding this Privacy Statement should be directed [email protected]

We would like to send you information about the products and services we offer and which may interest you. You may opt out at any time. If you no longer want us to contact you for marketing purposes please either update your preferences below or contact us by email at [email protected] (letting us know what type of marketing you no longer wish to receive)

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We accept the following payment cards online and at our stations

We are unable to accept card payments on our trains, with the exception of the Wealden Pullman where the above cards are accepted in respect of Bar Account payments. Cashback is normally available from catering outlets at Tenterden Town Station.

None of the above affects your statutory rights.