Delivery and Returns – Royal Museums Greenwich Shop

Delivery and Returns

You will receive an email from us when your items are on their way. If you have any questions about your order in the meantime, please see our FAQs for more information, and if you can’t find what you’re looking for you are welcome to contact us using the contact form.

Thank you for supporting Royal Museums Greenwich.

                                                                                                                              

UK Delivery

Due to the measures we have put in place to keep our E-Commerce team safe, processing and fulfillment times can take up to 2-3 working days. 

FREE UK shipping on all orders over £50.

For orders under £50, we offer a UK flat rate of £4.95 per order. 

All UK orders are sent by a tracked service, with either Royal Mail, or Fed Ex for larger items. You'll receive an email to let you know your order is on your way. You can expect to receive your item in 1-2 working days.

Excludes Custom Prints (those which are customised by choosing a size and frame), Pre-orders, and Gift Membership, these are subject to their own delivery terms. 

Working days exclude weekends and public holidays. 

Custom Prints 

Notice 22/01/21 - Please note that due to the impact of new EU trading arrangements on our delivery partners, we have had to suspend shipping Custom Prints to EU destinations. Please check back for further updates, as we work with our supplier to resolve the situation.

We continue to ship to the UK, USA, Australia and the rest of the world outside of the EU.

A Custom Print has the option to customise the size and frame to suit. As each Custom Print is handmade to order they take a little longer to prepare. It will be dispatched separately from any other items in the same order. We are unable to offer a refund or exchange on Custom Prints, unless they are faulty.

Unframed - 5 working days plus delivery
Framed – 15 working days plus delivery

UK Delivery - please allow an additional 1-3 working days for delivery.

International Delivery - please allow an additional 7-10 working days for delivery.

Working days exclude weekends and public holidays.

International Delivery

As of 1st January 2021, if you live in Europe you may be asked to pay tax and duties by your Customs authority. Please read our advice on international delivery below and if you have any further questions please contact us using the contact form.

Due to the measures we have put in place to keep our E-Commerce team safe, processing and fulfillment times can take up to 2-3 working days.

All international orders are sent on a Royal Mail/Parcelforce tracked delivery service (details available on request).  

Our shipping rates for destinations outside of the UK are as follows:

Order Value Europe Canada & USA All Other Locations

Up to £20

£6.95 £9.95 £12.95

Over £20 and up to £40

£9.95 £14.95 £19.95

Over £40 and up to £60

£14.95 £29.95 £29.95

Over £60 and up to £120

£19.95 £34.95 £39.95

Over £120

£24.95 £39.95 £49.95

Royal Mail is working with airline and postal/courier partners across the globe to maintain services. Most major export routes remain open, and continue to accept and process mail, although customers may experience varying levels of delay.  Please allow at least 5-7 working days to receive after we have dispatched. For delivery updates relating to your country, we suggest checking with their bulletin boards:  

Excludes Custom Prints (those which are customised by choosing a size and frame), Pre-orders, and Gift Membership, these are subject to their own delivery terms. 

Working days exclude weekends and public holidays.

For our European Customers: We are unfortunately unable to ship food and perishable goods any longer. If your order is affected, we'll email you to ask how you would like to proceed with your order. 

For our United Arab Emirates customers: There is no mail delivery to street addresses in the UAE. All mail goes to PO Boxes at various post office locations or to business addresses for delivery to employees.

Please make sure you have the correct PO box address entered when you place your order, as we cannot refund shipping charges of orders returned to us for this reason. 

Import Duties and Tax

If you are ordering goods for delivery outside the UK you may be subject to local import duties and taxes, which are payable by the customer and not by Royal Museums Greenwich. These are set by the destination country and may vary by weight and/or order value.

From 1st January 2021 this will include orders destined for EU countries. If you have any queries relating to custom charges and what these may be, we suggest contacting the customs authority of the destination country for help.

In the event of charges remaining unpaid, and/or an order remaining unclaimed, a refund will be given when the order arrives back at Royal Museums Greenwich. The time this takes will be dependent on the local customs authority, and a refund of the original shipping charge unfortunately cannot be given.

The following advice we’ve put together to help illustrate new charges is for illustrative purposes only, and is not to be taken as a guarantee of any charges that may be levied to allow you to import your order.

The charges you may be asked to pay will be made up of all or part of:

  • Import VAT – a percentage (%) charge, usually similar to the VAT in the destination country, and is applicable on the total value and any Import Duty
  • Import Duty – a percentage (%) charge on the declared value. This depends on the type of goods and their origin
  • Clearance Fee - an administration charge to cover the costs of, for example, additional handling, administration, collection of monies.

To illustrate the new charges our EU customers may be asked to pay after 1st January 2021, we’ve compiled our best-selling items below. We must stress, these are estimates only, using guidance on local tax provided by the European Commission, and Harmonised (HS) Tariff Code examples, provided by our courier Parcelforce (though Royal Mail may hand your order to a local courier to deliver). We do not guarantee, nor will we be able to pay, any charges levied by your local authority or postal service to import your order.

We unfortunately can’t provide individual assistance with customs matters, but may be able to provide individual HS Tariff Codes for our other items. Please contact us using the contact form and we will do our best to help. 

illustrative table with type of charges payable for importing an order to an EU country

Pre-orders

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 as we can dispatch your additional items for an additional shipping charge.

    Gift Membership 

    Please note: All Gift Memberships purchased during this period will receive an electronic voucher from our Membership team via email to you within one working day, for you to forward to the person you are buying the Gift Membership for. The recipient can redeem either at the Museum or via the Membership Office. 

    You will no longer receive anything via the post when you purchase Gift Membership. However the recipient will receive physical and electronic communication from the Museum once they have activated their Membership. 

    Your Order

    If you need your order before our stated delivery timescales, or to discuss a click and collect requirement from one of our museums then please contact us using the contact formand we will do our best to help you (excluding Custom Prints, as these are handmade to order and take longer to prepare).

    If an item is out of stock we will email you with details as to when we expect the stock to be in.

    Our normal delivery time scale may be delayed by severe weather, industrial action or other issues beyond our control. We will contact you if anything will delay your delivery.

    Returns

    For all returns, please contact us as soon as possible using the contact form, expressing your wish to return. Please wait for confirmation from one of our team before returning.

    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 resellable condition. Returns should be made within a reasonable time (28 days) and in original, undamaged packaging.

    Unfortunately we cannot offer a free returns service, or refund your shipping charge.

    If returning an item from outside of the UK, please wait until you have received an email from us advising how to return so we can make arrangements for any customs and duties required to return. 

    Under new safety measures, returns will be held for 3 working days before handling. Please see our FAQs for more information on changes made due to Coronavirus.

    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.

    Your right to cancel

    You can cancel your order at any point in the order process for a full refund. Please email us using the contact form, and we will acknowledge the cancellation. If we have already dispatched your items, you have 14 days to please return the goods to us from the acknowledgement of cancellation date.

    How To Return An Item

    We recommend the goods are returned by recorded delivery so that you have proof of postage, as we cannot accept responsibility for goods lost in transit. You must cover the delivery cost for returning unwanted goods.

    The goods must be returned in their original packaging, stating the reason for the return.

    Please return to:
    Royal Museums Greenwich Online Shop, National Maritime Museum, Park Row, Greenwich, London, SE10 9NF

    The goods must be returned to us before we can action a refund. We will not be responsible for the cost of returning the goods to us unless they are faulty or delivered to you in error. A refund of the delivery costs you have incurred when returning the goods to us, no greater than the original delivery charge, will be given in the instance of incorrect, damaged or faulty goods.

    You may also return goods by bringing them, with your order reference number, to any of our shops. A refund will be processed within seven working days of the branch receiving the goods.

    We are unable to offer a refund or exchange on the following products unless they are faulty:
    • Custom Prints (those where size and frame is customisable), as these are made to order
    • Perishable goods such as food or drinks
    • Pierced jewellery
    • CDs, DVDs, Tapes or other recorded media
    • Digital Products and Online Learning Courses

      Watch Repairs Under Warranty

      Please contact us in the first instance of your watch not working as expected by using the contact form.

      Our watches have complex workings and from time to time may require the attention of a watchmaker. Once we have received your email, we will advise the best course of action for your timepiece. It is important you contact us first, as every case is different. We may be unable to accept a watch for repair if sent to us without prior confirmation to send.