Frequently Asked Questions

  • 1. How do I get a refund for the train ticket I purchased online?

    If the ticket conditions allow an exchange or refund then please contact us on 03330 030 413 or email sales@internationalrail.com and we'll be happy to help.  Please also note that an admin fee of £10 per person will be applied on top of an rail operator fees.

  • 2. I have received my order but some of the details on the tickets are incorrect, what should I do?

    We strongly recommend that when you receive any tickets to check through them straight away. If you find any errors then please contact us within 48 hours of receiving them so that we can send you replacements to you, before you travel. Failure to notify us of any errors may result in us not being able to offer replacement tickets and/or refunds.

  • 3. I have just submitted an order and some of the details are incorrect, what should I do?

    If you find that after you have sent your order across to us, that it is incorrect then please contact us straight away on +44 (0) 871 231 0790 and one of our agents will be able to assist.

  • 4. How do I book a rail journey within Europe?

    If you would like to book a European rail journey then please use our online booking tool or complete our journey request form making sure you give as much information as possible and one of our agents will be in touch with a detailed quotation via email. Once you have received the quotation and you are happy with it then all you will need to do is come back to us and confirm that you would like to go ahead. If you find that you need to make changes to the quotation then again, please come back to us with the amended information and we will change it accordingly.

  • 5. I am having problems logging into the site, what should I do?

    If you are experiencing problems logging into the site or with the site then please email your enquiry across to our technical team on sales@internationalrail.com detailing your problem along with any screen shots if errors occur and one of our team will be in touch.

  • 6. If I place my order today when will it arrive?

    If you place your order before 3pm Monday-Friday your order will arrive the next business day via Royal Mail Special Delivery™ Next Day (Excluding weekends and bank holidays). Please be advised that if you order on a Friday then your order will arrive the following Monday which is classed as the next business day.

  • 7. The answer to my question is not listed, what should I do?

    If you cannot find the answer to your question from the above then please contact us with your query and one of our agents will be happy to help.

  • 8. Where do I send cancelled tickets and or passes back to?

    Our address for you to send anything to is; International Rail Ltd, PO Box 153, Alresford, SO24 4AQ. We recommend that you send any tickets or passes back to us via recorded post because if they go missing we will not be able to offer a refund to you.

  • 9. I would like to cancel a product, how do I go about this?

    If you need to cancel a pass or ticket then it does depend on the type of pass or ticket you have. Most tickets or passes can be cancelled but will incur cancellation and administration charges, please contact us straight away and one of our agents will be able to help you.

  • 10. Do you offer free postage?

    No, we do not offer free postage with any ticket or pass. Tickets and passes are like cash so if they go missing things could get complicated. Therefore, we only offer trackable delivery methods.