Frequently asked questions

While the Natural History Museum building in South Kensington remains closed, we are pleased to be able to announce that our online shop is reopening to sell personalised gifts and prints.

 

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

 

Why can I only buy prints and personalised gifts?

The Museum buildings and our warehouse at South Kensington remain closed while we work through our plans to safely reopen for our employees and our visitors. The products available on our website are fulfilled directly by our suppliers who have safe working practices in place.

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?

Each of our personalised partners use a variety of couriers who practice socially distanced delivery.

Are you accepting returns?

Unfortunately we cannot accept returns on personalised or custom products unless they are faulty. In the unlikely event that there is a fault with your order, please contact us at hello@nhmshop.co.uk

When will the online shop fully reopen?

We’re working hard to ensure that we reopen the warehouse in a safe and secure way, with the safety of our team and customers our first priority. If you would like to be kept up to date on our progress please subscribe to our newsletter.

How can I contact you?

Email us at hello@nhmshop.co.uk

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.

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.

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