We hope that you love your new products. However, if you are unsatisfied with your purchase please see the returns process below.
Gifts from the Museum - shipped from our South Kensington location.
Please note that we are no longer accepting exchanges. If you would like to exchange your product, please send the original item back to be refunded and place an order for the replacement. If you have received a product that is faulty or damaged, please contact our customer service team.
If you would like to refund your purchase from the Museum you will need to send the original product back to us within 45 days of you receiving it.
The cost of shipping of your original order will be refunded - please note that we will only refund the standard shipping cost. If you paid for express or Saturday delivery, we will refund part of the postage, equal to the standard shipping amount.
Please note that we cannot refund postage costs to return an item but will send you a pre-paid returns label if the product is faulty or damaged.
We cannot accept products back to us outside of the 45 day time period unless there are exceptional circumstances. If you feel that this is applicable to you, please contact our customer service centre before sending in your products, as failing to do so may hinder us from helping you.
When sending back your items, please fill in the returns slip to enable us to process your request in a timely manner. Please note that if you do not provide enough information, there may be a delay in your request being processed.
Please note that we must receive your returned items before we can process your refund. Due to new safety regulations, all parcels received at the Museum will be left for 72 hours before opening. Once we have opened your parcel and confirmed your returned goods have been received we will then be able to process your refund.
Products that cannot be refunded.
Unfortunately we are unable to refund any of the following:
- Earrings unless faulty
- Make-up and beauty products unless faulty
- DVDs unless faulty
- Personalised or custom products unless faulty.
Custom prints and all personalised gifts
Please be advised that due to their custom nature, we are unable to refund any of these products unless they are faulty or damaged.
In the unlikely event that you have received a faulty or damaged product, please contact our customer service centre to be advised on how to receive a replacement or refund.