Royal Museums Greenwich
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Contact us

If you'd like to ask a question or make a comment on your experience of using shop.rmg.co.uk, please contact us through one of the methods below.

By Email

Click here to complete our online form to send an email to our Customer Service team. We aim to respond to your email within 1 working day of receipt.

By Telephone

Call our Mail Order team on +44 (0) 20 8312 6700 (any time between 09:00 -17:00, 7 days a week)

If you have a query about tickets, bookings or any other Museum business please call the switchboard +44 (0) 20 8858 4422

By Fax

Fax us on +44 (0) 20 8312 6753.

By Post

Write to:

Customer Services
NMM Direct
Park Row, Greenwich
London SE10 9NF

Website technical problems

If you are experiencing difficulties placing an order, please email us with the details of the problem and we will try to resolve it as quickly as possible.

Alternatively you can contact our Customer Service team on + 44 (0) 208 312 6700 to place your order over the phone.

Complaints process for shopping online

If you're not satisfied with the level of service you receive online, please do let us know by contacting us as above. If you are still dissatisfied with our response, then please email our E-Commerce Manage or write to us at:

NMM Direct
Park Row
Greenwich
London
SE10 9NF

Please note: If you have a complaint about a purchase made in one of our shops, please contact the shop (see section below).

We undertake:

  • To deal with your complaint fairly, confidentially and effectively
  • To respond to your complaint within 5 days and provide a likely timescale for resolving it
  • To keep you updated on progress made

Read: Link to ODR platform: (Article 14 of EU Regulation No 524/2013)

Contacting our shops

Please contact the Retail team on + 44 (0) 208 312 6549 if you have a question about a purchase in any one of our 3 shops onsite.

Should you be dissatisfied with the level of service you receive in any of our shops, please discuss the issue with the Retail Manager. The shop management team is best placed to put matters right for you as quickly as possible.


Retail Manager
National Maritime Museum
Park Row, Greenwich
London SE10 9NF

To email the shop with a complaint, comment, or any kind of enquiry, please email shopweb@rmg.co.uk

Visit our shops

Visit one of our 3 shops onsite. Open seven days a week from 10:00 - 17:00 (18:00 during the summer months).

Order and returns information

Change or cancel an order

Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to change or cancel your Order within 14 days of receiving your Goods.

If you wish to change or cancel your order please call us on +44 (0) 208 312 6700 or email us at shopweb@rmg.co.uk as soon as possible, but at the latest within 14 days of receiving your Goods. You may also download our order cancellation form and email or post it to us.

If Goods have already been received you will be responsible for returning the Goods. You must return them following the instructions detailed in the Returns policy below.

If you cancel your Order in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation, or we receive the item / proof of postage. In this case we will refund the price of the Goods to be returned in full (including the postage cost of sending the Goods to you).

30 Day Returns Policy

In addition to your statutory right to cancel your Order within 14 days, if for any reason you are unhappy with your purchase from the Website, you can return it to us in its original condition, in original packaging with its proof of purchase within 30 days of the date you received the Good(s). A refund will be issued in accordance with our Returns Policy below.

Track your order

To check your order status, just click on the My account link at the top of the page, sign in and then View my orders.

  • Awaiting payment means we are waiting for payment of goods.
  • Awaiting dispatch means your order could be at any point between the warehouse receiving it and dispatching your goods.
  • Complete means your order has left our warehouse.
  • Cancelled means your order has been cancelled either by you or us.
  • Rejected means your order has been rejected by us.

If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone +44 (0) 20 8312 6700 between 9:00 – 17:00, 7 days a week. Although we do not work 24 hours a day our answer phones do. Call us anytime to leave your details and we will call you back.

Your purchase history

To find out more information on your past orders, please click here to sign into your account.

Returns procedure

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 30 days) and in original, undamaged packaging.*

How to contact us

By phone: +44 (0) 208 312 6700 between 09:00 and 17:00, Monday to Friday

By email: shopweb@rmg.co.uk

Unwanted items

You may cancel your order, or return items you no longer want within:

  • 14 days of placing your order (if your items have not yet been posted); or
  • 14 days of receiving your order (if items are posted separately this starts on the day you receive the final item)

You must notify us of your intent to cancel or return your order by completing the “Order Cancellation Notification” form and returning it to us, or by calling us on +44 (0) 208 312 6700 Lines are open 9am to 5pm Monday to Friday or by emailing shopweb@rmg.co.uk

Download the Order Cancellation Notification

You may open and inspect items, but you may not use them. If a product is returned used, or with unreasonable wear and tear, we reserve the right to charge a 20% fee.

You will be responsible for all costs of insuring and returning the items to us on time, and undamaged.

You must return items within 14 days of notifying us of your intent to cancel.

We will refund the cost of your order, within 14 days of receiving your return or notice to cancel (where the order has not yet been posted). The refund will include the cost of your items plus any delivery fee charged at the point of purchase.

 

Returns can be made through either of these options:

1. Returns via Royal Mail

Please include: order number, stock number, the reason for the return and whether you want a refund or a replacement.

  • Email us at shopweb@rmg.co.uk we will email you back with instructions for returning by Royal Mail
  • Alternatively you can call us on +44 (0) 20 8312 6700
  • For larger items we can arrange for a courier to come and collect the product you wish to return.
2. Returns via our Museum shops
  • Simply take the dispatch note and the product you wish to return or exchange to the appropriate shop and tell the sales assistant you bought it online.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge on orders under £30 if they are returned to us within 7 days of receipt. If an order under £30 is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

Refund policy

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 30 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

How to contact us

By phone: +44 (0) 208 312 6700 lines are open 9am to 5pm Monday to Friday

By email: shopweb@rmg.co.uk

Unwanted items

You may cancel your order, or return items you no longer want within:

  • 14 days of placing your order (if your items have not yet been posted); or
  • 14 days of receiving your order (if items are posted separately this starts on the day you receive the final item)

You must notify us of your intent to cancel or return your order by completing the “Order Cancellation Notification” form and returning it to us, or by calling us on +44 (0) 208 312 6700 lines are open 9am to 5pm Monday to Friday or by emailing shopweb@rmg.co.uk

Download the Order Cancellation Notification

You may open and inspect items, but you may not use them. If a product is returned used, or with unreasonable wear and tear, we reserve the right to charge a 20% fee. You will be responsible for all costs of insuring and returning the items to us on time, and undamaged.

You must return items within 14 days of notifying us of your intent to cancel.

We will refund the cost of your order, within 14 days of receiving your return or notice to cancel (where the order has not yet been posted). The refund will include the cost of your items plus any delivery fee charged at the point of purchase.

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:

  • The original account no longer exists
  • The original account details have expired

Products we are unable to refund or exchange

We are unable to offer a refund or exchange on personalised, made-to measure/order (prints and framed prints) or perishable goods (such as food) unless they are faulty: * For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty: pierced jewellery, CD, DVD or other recording media and software.

If you have a problem with your print or framed print order, please contact our customer services department on 020 8312 6700 in the first instance. Shop staff based at the National Maritime Museum or Royal Observatory will not be able to assist you with problems with prints or frames as these are made bespoke to order offsite. We are not able to offer a refund on these products unless they are faulty.

General Information

All products are subject to availability and may be withdrawn at any time, with the exception of print sales, which are produced to order. We reserve the right to change any price before you place an order. Stock availability will be checked once we have received your order. All sizes and measurements are approximate.

Copyright

The information, graphics, artwork, text and images on this website are protected by copyright laws. Should you wish to use any image on your website, or reproduce any image commercially, please contact picturelibrary@nmm.ac.uk

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