FAQs

Please check all your email folders, and make sure you’ve added us to your ‘safe senders’ list. Our email address is: shopweb@rmg.co.uk.

Please note that it can take up to 24 hours to receive your Welcome email with your discount code. If you still haven't received your email after one working day, please contact us using the contact form at the bottom of this page.

Discount excludes telescopes and binoculars, and Custom Prints. Valid on full price items from the online shop only. Not valid in conjunction with any other offer. Does not include shipping charges. 

To use your Royal Museums Greenwich Membership discount, enter the code at checkout given to you when you joined. If you can’t find this, please contact Membership.

You can now buy a Gift Membership on our website, a present that will last all year with free entry to Cutty Sark, the Royal Observatory Greenwich, planetarium shows and special exhibitions at the National Maritime Museum.

• Closed: Saturday December 20th
• Closed: Sunday December 21st 
• Open: Monday December 22nd
• Open: Tuesday December 23rd
• Open: (Christmas Eve) Wednesday December 24th
• Closed (Christmas Day): Thursday December 25th
• Closed (Boxing Day): Friday December 26th
• Closed: Saturday December 27th
• Closed: Sunday December 28th
• Open: Monday December 29th
• Open: Tuesday December 30th
• Open Wednesday December 31st
• Closed (New Years Day): Thursday January 1st
• Open, Normal Hours Resume 2026: Friday January 2nd 2026Closed: Saturday December 20th
• Closed: Sunday December 21st 
• Open: Monday December 22nd
• Open: Tuesday December 23rd
• Open: (Christmas Eve) Wednesday December 24th
• Closed (Christmas Day): Thursday December 25th
• Closed (Boxing Day): Friday December 26th
• Closed: Saturday December 27th
• Closed: Sunday December 28th
• Open: Monday December 29th
• Open: Tuesday December 30th
• Open Wednesday December 31st
• Closed (New Years Day): Thursday January 1st
• Open, Normal Hours Resume 2026: Friday January 2nd 2026

The new General Product Safety Regulation (GPSR), which replaces the earlier General Product Safety Directive, will come into effect on 13 December, 2024. This legislation aims to enhance the safety of consumer products sold across the European Union (EU) and Northern Ireland (NI), providing greater protection for consumers. 

What is the GPSR? 

The GPSR is a new set of rules designed to ensure that all consumer products available in the EU and NI meet high safety standards. It requires businesses like ours to meet stricter safety, documentation, and labelling requirements for any items we send to EU/NI customers. 

What Does This Mean for Our Service? 

Between 13 December, 2024, and 03 January, 2025, we will continue to ship orders to the EU and NI under the terms that; if a product was designed before 13 December 2024, and then replenished, restocked or recreated after 13 December 2024 it will now need to be compliant with GPSR. During this time, we reserve the right to refuse shipping any products that do not meet this criteria. If you have placed an order containing a product that has been replenished, restocked or recreated after 13 December, 2024, we will need to refund you the cost of said product. In this circumstance, we will email you to inform you of your refund. 

After 03 January, 2025, we will be required to pause shipping to the EU and NI completely while we work to support the requirements of the GPSR. At this time we are unable to estimate how long we will need to pause shipping to the EU and NI. 

Royal Museums Greenwich is currently working hard to become GPSR compliant and resume normal operations. We aim to make these changes as seamless as possible. 

Thank you for your continued trust and support. If you have any questions about these changes or how they may affect your orders, please don’t hesitate to contact us. 

Shipping is free for UK orders over £50, or £4.95 for UK orders under £50, and starts from £6.95 for international orders. You can see our full shipping charges here. 

Christmas Delivery

We wish all our customers a happy festive season. Thank you for supporting Royal Museums Greenwich.  

Due to an increase in orders and customer inquireies over the festive season, we have adjusted our expected processing and fulfilment times. Our UK standard processing and fulfilment time is 5-7 working days for October, November, and December. We will do our very best to dispatch orders sooner. 

We recommend ordering as early as possible, for the best chance of receiving before Christmas. We appreciate your patience during this busy time as we are a small team. 

Please refer to our Delivery and Returns page for more detailed information.

Usual Dispatch Times:

For our UK customers, we ask that you allow between three to four working days from when you ordered to receive. We endeavour to keep our dispatch time to a minimum, and only during our busiest periods will you need to allow the full four working days. We will send you a shipping confirmation email when your order has left the museum. 

Please note, this excludes Custom Prints and personalised clothing. These are subject to their own delivery terms, which can be found on our delivery and returns page.

For our international customers, we will process and fulfill your order within one to two working days. Again, we endeavor to keep our dispatch time to a minimum, and once you receive your shipping confirmation email you'll know your order is on the way.

International delivery times will depend on your local courier, but as a guide we advise, subject to Customs clearance:

• Up to an additional five working days for Europe delivery
• Up to an additional five working days for Canada & North America delivery
• Up to an additional seven working days everywhere else

Please note, this excludes Custom Prints and personalised clothing. These are subject to their own delivery terms, which can be found on our delivery and returns page.

If you have pre-ordered an item, this will be sent when we receive stock. If you have ordered additional items, these will be sent at the same time as the pre-ordered item(s) in one order. If you would like your additional items sooner, please email us using the contact form at the bottom of this page and we can dispatch your additional items for an additional shipping charge.

All orders (UK and international), except for personalised clothing, are sent using a tracked service. Our systems currently don’t update all orders automatically with the tracking information, so please contact us using the contact form at the bottom of this page if you have yet to receive it. Please include your name and order number beginning #Shop, and we will track your order and send you the courier reference for you to stay updated.

We currently don’t offer click and collect online, but if you are visiting and would like to order ahead, please contact us using the contact form at the bottom of this page and we'll try to help in time for your visit.

Our product availability is based on stock levels held across all our shop
locations and some items are only stocked in one of these.

Occasionally, this can result in items selling out in shops before stock can be requested and received for fulfilling online orders.

When this happens, our dispatch team will contact you informing you of item(s) affected, with an anticipated re-stock date, or if item(s) will not be
restocked. You will be offered an exchange or refund of items.

Where there is a short delay in restocking/exchange, the full order will be dispatched when all items are available.

We welcome orders from businesses, large or small, and ask that you contact us before placing your order online so we can help you. Please fill in the contact form at the bottom of this page with the item/s you wish to buy, the quantity, and the date required.

If we don’t hold enough stock of a particular product, we can usually arrange delivery quickly with our suppliers to meet your needs.

We work hard to avoid shortages of stock in our shops, and receive daily deliveries. However, sometimes products will be temporarily unavailable due to supplier shortages or high demand.

If you would like to be kept informed when a specific item will be back in stock, please contact us using the contact form at the bottom of this page.

If you wish to change your order please call us on +44 (0) 208 312 6700 or please contact us using the contact form at the bottom of this page as soon as possible.

If you wish to cancel your order please call us on +44 (0) 208 312 6700 or please get in touch using the contact form at the bottom of this page as soon as possible. Read our full Returns Policy.

Our returns policy begins from the point you receive your items, and our standard period for returning items is 28 days.

If you live outside the UK, please contact us using the contact form at the bottom of this page in the first instance so we can advise you of your options. Even if the item is faulty, you must contact us first so we can help.

If you live in the UK, we advise sending back to us via Royal Mail, and that you obtain proof of postage. Please send unwanted items to:

Royal Museums Greenwich Online Shop, National Maritime Museum, Park Row, Greenwich, London, SE10 9HZ

Only if the item is faulty can we refund your original shipping charge and return shipping. Read our full Returns Policy. Excludes Custom Prints and personalised clothing, among other exclusions.