Frequently asked questions

Delivery and returns

Do you deliver to the European Union and internationally?

EU: We are currently unable to send orders to the European Union, including Northern Ireland.

Russia and Belarus: All deliveries are currently suspended until further notice.

Elsewhere: we do offer worldwide delivery by DHL international. Please visit the delivery information page to find out more, including products that cannot be sent overseas and customs charges.

How much is delivery?

Delivery costs depend on what you are buying and where you are sending it. Free delivery options are also available. Please visit the delivery information page to find out more.

Do you accept returns?

Yes. Please visit the returns page to find out more, including our refunds policy.

 

Placing an order

Do I have to register to place an order?

No. Please select 'guest checkout' to order without registering.

How will I know my order has been placed successfully?

Once your order has been placed, you will see confirmation on-screen and receive a confirmation email. You can also login to your account and check the status of your order under 'My orders'.

How do I cancel or change my order?

Please email us as soon as possible at: hello@nhmshop.co.uk.

Will I be charged VAT?

Yes - all online 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 for international orders?

Yes, you are responsible for paying any customs charges incurred at the point of import into the destination country.

How do you use my data?

Please visit our privacy notice for more information about how we use your data and how to request we remove it.

The order information you provide is only ever used as a contact regarding your order. If you checked out as a guest, we will anonymise your order details after three years. If you are an account holder, we will anonymise your order details after three years of inactivity on your account.

 

Products and discounts

Are your products sustainably made?

Please visit the about us page to find out about our values, our shops and our plans for a sustainable future.

Do you offer discounts for Natural History Museum Members and essential workers?

Yes. Please visit the discounts and offers page for more information.

 

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How do I contact you?

If you have queries about our online shop or your order, you can get in touch by:

Email: hello@nhmshop.co.uk

Telephone: +44 (0)20 7942 5494

Via the contact us form

If you are a supplier or have a product idea for our shop, please email: buyer@nhm.ac.uk.

UPDATE to BE ADDED ONCE NEW Ts&Cs PUBLISHED

How do you use my data?

Please visit our privacy notice for more information about how we use your data and how to request we remove it.

The order information you provide is only ever used as a contact regarding your order. If you checked out as a guest, we will anonymise your order details after six years. If you are an account holder, we will anonymise your order details after three years of inactivity on your account.