Frequently asked questions

Delivery and returns

Do you deliver to Northern Ireland, the European Union (EU) and internationally?

We are currently unable to send orders to Northern Ireland (more information below) and countries in the EU. This is due to changing trade rules for non-EU ecommerce (online) stores.

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.

Can I order my product(s) online but collect them in the Museum when I visit?

No, we don't offer this as a service. All products are available to buy in our Museum gift shop.

Do you accept returns?

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

Why don't you deliver to Northern Ireland (NI)?

In 2021 there was a lot of uncertainty due to changing trade rules for non-European Union ecommerce (online) stores and this meant we temporarily stopped delivery to NI. The Windsor Framework came into effect on 1 October 2023 with updated guidance, and while it will take time to work through the new regulations and customs systems, we aim to be shipping to our NI customers again soon.


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:

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 six years. If you are an account holder, we will anonymise your order details after three years of inactivity on your account.


Discounts and products

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

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

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.


Licensing and collaborations 

Do you have a licensing programme?

The Museum regularly collaborates with industry-leading brands to develop innovative products that reflect its values and love of the natural world.

Can I buy licensed products from the Museum online shop?

The full range is usually only available from the individual websites, for example:

Dunelm home furnishings

Joanie clothing

Desmond & Dempsey sleepwear

The Royal Mint coins

Arena Flowers

I would like to suggest a licensing collaboration with the Museum, how do I do this?

That's great news - please contact our Licensing team.


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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:


Telephone: +44 (0)20 7942 5000

Via the contact us form

If you are a supplier or have a product idea for our shop, please email:


What are your last-order dates for delivery in time for Christmas Day 2023?

Please visit the relevant section of the delivery information page to find out more.


Can I still get gifts delivered in time for Christmas Day 2023?

No, unfortunately UK and international delivery in time for 25 December 2023 is no longer available. But an e-voucher for gift Membership to the Museum can still be delivered to your inbox in time - and if you'd like to add a personalised message, please email: