Refunds and returns

We really hope you're happy with your Museum shop products. If you're not, please take a look at these frequently asked questions to help you with the next steps.

I would like to return a product for a refund, what is your policy?

Please also read the answers to the two following questions before continuing.
If you would like to return your product and be refunded, please fill in the returns form that arrived with your order and send this, together with the original product, back to us within 28 days of receipt.

We cannot accept products returned to us after 28 days of you receiving them.

Are there any products which cannot be refunded?

Yes. Unfortunately we are unable to refund any of these products, unless they arrive damaged or faulty:

Personalised or customised products, including bespoke wall prints and personalised clothing/gifts


Beauty/skincare products

The products have arrived damaged or faulty, what do I do?

Please fill in this contact us form and include your order number. Alternatively, you can email or call +44 (0)20 2942 5494.

Will you refund the delivery costs of the original order?

The cost of shipping your original order will be refunded but only to an amount equal to that of our standard delivery by Royal Mail Tracked 48 service. In other words, if you chose next day delivery, we would only refund part of the postage.

Overseas deliveries: the cost of shipping your original order will be refunded.

Will you refund the cost of returning a product to you?

Unfortunately we cannot refund postage costs to return a product unless it arrived damaged or faulty. If your product is faulty or damaged, we will send you a pre-paid returns label.

Can I exchange a product?

Unfortunately not. Instead, we ask you to please send the original product back to be refunded and then make a new order for the replacement product. If your product is damaged or faulty, please fill in this contact us form and include your order number.

How long will it take to complete the refund?

Once we have received your returned product and have all the information, we will process your refund as soon as possible.

Are you able to refund my donation?

Unfortunately not. We really appreciate any donation - if you would like to find out more about how we spend it, please visit the make a donation page.

My question isn't answered here, how do I get in touch?

Please fill in the contact us form. Alternatively, you can email or call +44 (0)20 2942 5494.