How much will each model from The Mercedes-Benz Collection cost me?

Your first model costs just £1.99 with FREE P&P. Your second model is only £9.99 + £4.99 P&P. From then on, each product costs £16.99 + £4.99 P&P. All prices
include VAT.

How many models are there in the Mercedes-Benz Collection?
31 models are currently planned for this series.

How often will I receive products from the Mercedes-Benz Collection?
We will send you the next model in your collection approximately every 4 weeks / 28 days.

What is the telephone number?
Please talk to our friendly customer service on 0333 300 1048 and by email on customercare@deagostini.co.uk.
Calls cost no more than a national rate call to an 01 or 02 number. This includes calls from a mobile, BT line,
other fixed line or payphone. Our telephone lines are open Monday to Friday from 9AM to 5PM.
If you have a specific question about your account, you can now check it online and see what we have sent to
you, which issues have been paid for, and any outstanding balance. Please click here to log in to ‘My
Subscriptions’ which will give you your account information. If you have not yet registered, it only takes a few
minutes.

How can I place an order?
You can order on the web by going to www.deagostini.co.uk/mercedes-benz and following the order instructions.
Alternatively, please talk to our friendly customer service on 0333 300 1048 and by email on
customercare@deagostini.co.uk. Calls cost no more than a national rate call to an 01 or 02 number. This
includes calls from a mobile, BT line, other fixed line or payphone. Our telephone lines are open Monday to
Friday from 9AM to 5PM.

I have placed an order with you but have not received anything yet?
If we have received your order, you should receive your delivery within approximately 14 days from the date you
ordered it.
For existing collections, packages are despatched about every 4 weeks / 28 days.
You can now check your collection account online and see what we have sent to you, which issues have been
paid for, and any outstanding balance. Please click here to log in to ‘My Subscriptions’. If you have not yet
registered, it only takes a few minutes.

What methods of payment can I use to pay for my collection?
Collecting is easy and paying for your collection is even easier. We accept all major credit cards including Visa,
Mastercard, Delta and Visa Debit, or you can pay by Direct Debit.
Credit/Debit card payments are taken approximately 14 days from the invoice date.
Direct Debit payments are taken approximately 21 days from the invoice date.

How do I cancel my collection?
You are free to cancel at any time. All we ask for is 28 days notice as we may have recently sent you a delivery.
To cancel your account, please telephone our friendly customer service on 0333 300 1048 who will be happy to
complete your request. Calls cost no more than a national rate call to an 01 or 02 number. This includes calls
from a mobile, BT line, other fixed line or payphone. Our telephone lines are open Monday to Friday from 9AM to
5PM.
You can also contact them via email at customercare@deagostini.co.uk.

Can I check my collection status online?
Yes, you can now look at your collection status by accessing our ‘My Subscriptions’ service by following this link.
You will need to register to access your collection and this will only take a few moments. You will be able to see
the following information.
● Check to see which products have been sent to you and when,
● Check what you have paid for and see if there is anything outstanding,
● Automatically add collections and magazine subscriptions to your ‘My Subscriptions’ profile,
● Manually add any collections or missing magazine subscriptions,
● Print a copy of your deliveries and payments,
● Check to see which payment and delivery details we have for each of your accounts.

I need to query a payment reminder
If you have already paid, but you have received a payment reminder:
Please ignore the reminder, your payment and the reminder may have crossed in the post. If you paid by
telephone, the reminder may have been generated before our records were updated. You do not need to do
anything further as we will automatically update your account.
If you have returned an item, but have received a payment reminder:
If you have sent it in the last 2 weeks it is possible that your parcel has not yet reached us. Please wait, and as
soon as the parcel is received the corresponding invoice will be cancelled.
If you returned your item more than 8 weeks ago and you receive another reminder, please contact our friendly
customer services on 0333 300 1048 or by email on customercare@deagostini.co.uk. Calls cost no more than a
national rate call to an 01 or 02 number. This includes calls from a mobile, BT line, other fixed line or payphone.
Our telephone lines are open Monday to Friday from 9AM to 5PM.

I have received faulty items
Firstly, please accept our apologies. Despite great care, it is sometimes unavoidable that items can be damaged
or lost in transit. We are happy to send you replacements for your damaged or missing items:
Please contact our friendly customer services on 0333 300 1048 or by email on customercare@deagostini.co.uk.
Calls cost no more than a national rate call to an 01 or 02 number. This includes calls from a mobile, BT line,
other fixed line or payphone. Our telephone lines are open Monday to Friday from 9AM to 5PM.


I have not received all my products, how can I check if they have been sent?
We are sorry to hear that you have not received all your products. We aim to send deliveries out every 4 weeks.
To view your account online and check to see if we have sent them out, please click here. If you have not yet
registered, it only takes a few minutes. If you have recently ordered, please allow up to 14 days for the delivery of
your first parcel.
Some parcels that we send out which include gifts, magazine binders, or DVD storage boxes may be too large to
fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place, i.e.
the side of your house or in a porch, please check there before contacting us.
If Royal Mail have attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have
returned it to your local sorting office. Please check to see if they have left a ‘We tried to deliver’ card which
should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the
sorting office as Royal Mail may not have left a card.
If you have checked your account online and the product you are waiting for does not show, we may currently be
out of stock on this particular item. If we are, don’t worry, it will automatically be sent to you as soon as it’s
available. If we are out of stock, there’s no need to contact us as we will have a note on your account to remind
us to send it when it comes in.
Don’t forget to check your account online. Please click here to log into ‘My Subscriptions’.

I need to return an unwanted item
With DeAgostini, you have the right to change your mind. Simply return your complete package within 14 days
and your invoice will be cancelled as soon your parcel is received, and you will have nothing to pay.
Please return your parcel to the following address:

Freepost RTKK-CSYK- RKES
Mercedes Collection
Enterprise House Unit 15
Rolling Mill Road
JARROW
NE32 3DE

If you receive a payment reminder, please ignore it. Parcels can take several weeks to reach us.

I have not had a response to my email, when will I get a reply?
We are sorry that we have not yet replied to your email. We aim to reply to all emails within 48 hours, however if
we need to investigate your question it may take longer.

If I pay for my collection by credit card/ debit card or Direct Debit, when will the money be taken from my
account?
We will debit your credit card or bank account approximately 14 days after we have sent you a delivery. If you are
paying by direct debit, please check on the delivery note included with your parcel as this will specify a date on or
around when your account will be debited.

I need to update my account details, what do I do?
If you need to update any details on your account (e.g. your delivery address, payment details etc.), please
contact our friendly customer service on 0333 300 1048 or by email on customercare@deagostini.co.uk. Calls
cost no more than a national rate call to an 01 or 02 number. This includes calls from a mobile, BT line, other
fixed line or payphone Our telephone lines are open Monday to Friday from 9AM to 5PM.
If you have a specific question about your account, you can now check it online and see what we have sent to
you, which issues have been paid for, and any outstanding balance. Please click here to log in to ‘My
Subscriptions’ which will give you your account information. If you have not yet registered, it only takes a few
minutes.

I cannot log in to my account, what do I do?
You can now access ‘My Subscriptions’ and view your account online. However, you do need to register to view
it. Please click here to go to the ‘My Subscriptions’ home page where you can register.
Registration only takes a few moments. Once registered, we will send an email to you to confirm your email
address. For your security, you will need to click the link in the email to validate your email account, only then will
you be able to view your collection or subscription account.
If you have not received emails from us before, please check your spam folder within your email application such
as Hotmail or Yahoo! as it may have been sent there. Please add us to your safe senders list too.
If you have previously registered but have forgotten your password, click on Forgotten Your Password. You will
be prompted for your email address and will then be asked your security question that you entered when you
registered. You will be able to see the following information.
● Check to see which issues have been sent to you and when
● Check to see which gifts have been sent to you and when
● Check what you have paid for and see if there is anything outstanding
● Automatically add collections or magazine subscriptions to your ‘My Subscriptions’ profile
● Manually add any missing collections or magazine subscriptions
● Print a copy of your deliveries and payments
● Check to see which payment and delivery details we have for each of your accounts.