Frequently asked questions
Need help? Find answers to popular queries below.
How can I contact you?
Email us at firstname.lastname@example.org
Call us on +44 (0)20 7942 5494
Are all Natural History Museum gifts available online?
Our online shop has a carefully selected range of gifts from our main Museum shops. We also have many online exclusive gifts. Not everything found in store is available online. If you have seen something in store and wish to purchase it, you can call us to order it by post.
Are your products suitable for young children?
Many of our products are suitable for young children. You will find an indication of the recommended age on most product pages.
Do I have to register to place an order?
No, you do not need to register to order online. You can select ‘guest checkout’ to order without registering. But there are lots of benefits of registering with us, for example receiving our emails with special offers, promotions and the latest updates.
Can I shop on my mobile phone or tablet?
Yes, our site is responsive, which means it’s designed to work across different mobile devices and operating systems.
How will I know my order has been placed successfully?
After you place your order you will see a confirmation page and receive a confirmation email. You will also be able to see recent account activity in the ‘My orders’ area after logging in to your account, where you can confirm the status of your order.
How do I cancel or change my order?
Email us at email@example.com or contact us on +44(0)20 7942 5494. and we will try to accommodate your request. We do fulfil orders soon after we receive them, so changes may not always be possible.
Do you ship internationally?
We ship most items internationally. Some larger items, such as furniture, can only be delivered to UK addresses. Check product pages for specific information.
How much does delivery cost?
Delivery costs vary depending on the shipping destination. Visit our delivery information page for more information.
Do you deliver to PO Boxes?
No, unfortunately not as deliveries need to signed for.
Can I change the delivery address?
Sign in to the DPD website to view your options and make changes to your delivery. If you require further assistance you can still contact us at firstname.lastname@example.org or on +44(0)20 7942 5494
What if I’m not in when the parcel is delivered?
Our courier, DPD, will attempt to leave a card to let you know they have called. If you think your parcel is late, sign in to their website to track the progress of your deliver. Check your confirmation email for tracking details.
Do I need to sign for my order?
Our courier will require a signature from someone at the delivery address, but it doesn’t have to be the addressee.
Can I come to the Museum to collect my purchase?
Yes, you can collect any of the gifts shipped from the Museum. Simply select 'Collect from Museum' in the checkout. Unfortunately Custom made prints, personalised gifts and bespoke furniture are shipped directly from the supplier and are therefore not eligible to be collected from the Museum.
Will I be charged VAT?
All online and mail order shopping is subject to VAT. For international orders, this means you will not be able to claim back VAT.
Do I have to pay import duties?
Yes, You are responsible for paying any customs charges incurred at the point of import into the destination country.
Are there any products that can’t be delivered to my country?
Some countries have restrictions on what kind of items you can import. This will depend on your country’s customs regulations. Check with the relevant authorities. Items usually restricted include organic matter such as plants, food and seeds.
Can I return an item?
To return items, contact us within 28 days of receiving your order. We can then provide you with a returns code that you will need to quote when you return your item to us. Our full returns policy is located here.
I have received my order but it is damaged.
Retain the damaged item along with any packaging and contact us on +44(0)20 7942 5494. We may require a photo of the damaged item(s).
What if I have a query about my order?
Email us at email@example.com or contact us on +44(0)20 7942 5494. We may require a photo on the rare occasion that you have received the incorrect product(s). If you require a return or refund see our returns information page
Can I return an item in store at the Museum?
Yes, contact us on +44(0)20 7942 5494 and let us know that you would like to return the item in store.
The Natural History Museum is a world-class visitor attraction and a leading science research centre.
Through our collections and scientific expertise, we are helping to conserve the extraordinary richness and diversity of the natural world with groundbreaking projects in more than 68 countries.
The Natural History Museum is a recognised charity, charity number X23490/3.
Proceeds from your order are transferred back to the Museum under a Gift Aid declaration, helping us to fund our science research, education programmes and maintenance.