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Delivery and returns image

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 on 020 7942 5494.


If you would like to refund your purchase from the Museum you will need to send the original product back to us within 28 days of you receiving it. Please note that Gift Membership packs will need to be cancelled within 14 days of purchasing.


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.


The cost of shipping to return your product will not be refunded unless the product was faulty or damaged.


We cannot accept products back to us outside of the 28 day time period unless there are exceptional circumstances. If you feel that this is applicable to you, please contact our customer service centre on 020 7942 5494 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 we must receive your returned items before we can process your refund. 

Products that cannot be refunded. 

Unfortunately we are unable to refund any of the following 

  • Donations
  • 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 on 020 7942 5494 to be advised on how to receive a replacement or refund.