Frequently asked questions

In line with new Tier 4 restrictions in London, the Natural History Museum at South Kensington is now closed.

We have worked to create a safe working environment for our staff to continue to fulfill orders during this time, allowing us to continue receiving the vital revenue generated through our online shop and to continue our work to protect our planets future.

Please click here for the latest information on the closure of the Museum.

The welfare of our customers, staff, couriers and partners are of the upmost importance to us. Here’s how we are keeping you safe:

What changes have you made to your warehouse?

In order to create a safe working environment for our team we have reviewed all our standard working procedures and risk assessments and introduced specific control measures. In line with government guidance we have introduced social distancing measures in all our back-of-house areas, and our team will be washing their hands or using hand sanitiser while working and before packing orders. We have also increased our cleaning regimen, and ensure staff will have access to their own equipment.

How are you ensuring the suppliers you work with are working safely?

We have been in touch with our suppliers to ensure they have the appropriate controls and safe working procedures in place. These include the government recommended controls of social distancing, increased hand washing and/or hand sanitisation and increased cleaning.

How will my order be delivered?

We work with DPD as our main courier service who will deliver your parcel to your doorstep without the need for any contact. Each of our personalised partners use a variety of couriers who practice socially distanced delivery.

Are you still offering standard delivery?

No, unfortunately our courier has stopped providing standard delivery. We are working to provide an alternative but all orders to most UK addresses will temporarily go on next day delivery. For international, personalised or custom prints orders, please see our delivery information page.

Are you still offering next day delivery?

For many addresses in the UK, you can still select express delivery. While most next day parcels are being delivered on time, there are rare delays to this service. For international, personalised or custom prints orders, please see our delivery information page.

Are you still offering worldwide delivery?

In preparation for Brexit, we have temporarily suspended all international delivery. We will reinstate this in early January.

Are you accepting returns?

Yes! We have extended our returns window to allow for the current delays to delivery time. Please see our refunds and returns page for further information.

Can I Click and Collect my order?

We are currently unable to offer our Click and Collect service from the Museum. We are working to make this available again as soon as possible.

How can I contact you?

Email us at hello@nhmshop.co.uk

Call us on +44 (0)20 7942 5494

Send us an enquiry

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 hello@nhmshop.co.uk and we will try to accommodate your request. Orders are fulfilled soon after being received, so changes may not always be possible.

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.

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.

What if I have a query about my order?

Email us at hello@nhmshop.co.uk . 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

Do members receive a discount in your shop?

Yes, members receive 20% off gifts shipped from South Kensington. As a special welcome back to the online shop, you will also be able to receive 20% off Prints on Demand until 30 September 2020. Your discount code will be in your monthly membership email.

Can I buy gift membership from the online shop?

No, but please visit the NHM site where you can purchase gift membership.

How long do you retain my order information?

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

Can I see what data you hold on me?

Yes. Please see our privacy notice for more information. From here, you can also request that we remove your data.

I have an account but I can't log in, what should I do?

We sent out an email in May 2018 asking all account holders to confirm whether they'd like to keep their accounts open. If you did not confirm, your account will have been deleted after 30 days. You can re-register at any time.

 

The Museum

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 charity

The Natural History Museum is an exempt charity. Proceeds from your order go back to the Museum, helping fund science research, education programmes and maintenance