FAQ's

Our online shop is open, but due to the measures we have put in place to keep our E-Commerce team safe, processing and fulfillment times are extended by up to two weeks. 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 continuing to support Royal Museums Greenwich and we look forward to resuming our normal service in due course.

FAQ’s

Is the Online Shop still open?

Yes, the online shop is open for you to browse our products and place orders, however, due to the measures we have put in place to keep our E-Commerce team safe, processing and fulfillment times are extended by up to two weeks. .

How will you let me know about the progress of my order?

We will email you an order confirmation at the point of order, and will email you again to confirm your order has been dispatched. There are a very small number of countries where delivery is suspended, but don't worry, as we'll email you to let you know if you are affected, so you can make a decision regarding your order.

Do you have an estimate for when the shop will resume its normal delivery service?

At present, our Royal Museums Greenwich sites are closed to minimise social contact. When this changes we will update our website, and these FAQs. You can also sign up to our email newsletter for the latest news and updates.

I want to cancel my order, can I get a refund?

Yes, please contact us using the contact form and include your order number (beginning #Shop) and name, and a member of our customer service team will respond to you. Our customer service team are working remotely Monday - Friday, 9am - 5pm.

Can I still return a product?

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

If you have recently received your order and would like to return, please let us know using the contact form, including your order number (beginning #Shop) and name, and a member of our customer service team will respond to you. Our customer service team are working remotely Monday - Friday, 9am - 5pm.

We are unable to receive deliveries at present and will be unable to do so until our Royal Museums Greenwich sites reopen which will be no sooner than 1st May 2020. In these cases, please do not send your return, instead we will extend our returns policy until such a time as Royal Museum Sites are reopen and will keep you informed via email.

Will my order help support the museum during this time?

Yes, as with all times of the year, all proceeds from all purchases made on the Royal Museums Greenwich online shop support the work of the museum.

Where can I find further information about Royal Museums Greenwich and Coronavirus?

Please visit our dedicated page here for full information about our site closures, tickets, bookings, membership, and how you can stay in touch online.

I have a question about my order that isn’t covered in these FAQs - who can I contact?

You are welcome to contact us using the contact form. Our customer support team are working remotely Monday - Friday, 9am - 5pm and will respond as soon as possible.

                                                                                                                                

General FAQs

 

Why haven't I received my 10% off online for newsletter subscribers?

If you've subscribed, make sure you’ve selected the preference:

‘I'm interested in...Shopping: gifts, books & prints.’

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 five working days to receive your Welcome email with your discount code. If you still haven't received your email after five working days, please contact us using the contact form.


I’d like to buy a Gift Membership for someone, but when I go to checkout there is nowhere to input their name and address?

Please continue to purchase using your name and address. Our Membership team will send you a Gift Membership Welcome Pack within one working day, for you to give to the person you’re buying for. There is no shipping charge for this.

Inside the pack there is a voucher code that the new Member can use to activate their annual Membership whenever they want it to start. They will also send an electronic version of the voucher via email to you within one working day, for you to forward to the person you are buying the Gift Membership for.

I’m a Member. How do I use my 10% discount?

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 us using the contact form and we’ll send to you.

How much will it cost to ship my order?

Shipping is £4.95 for UK orders, and starts from £9.95 for international orders. You can see our full shipping charges here. Shipping is free for Gift Memberships.

When will I receive my order? 

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

Please note, this excludes Custom Prints and Gift Membership, these are subject to their own delivery terms, which can be found here.

For our international customers, we will process and fulfill your order within three working days. Again, we endeavor to keep our dispatch time to a minimum, and only during our busiest periods will you need to allow the full three working days before you receive your shipping confirmation email, to let you know your order is on the way.

International delivery times will depend on your local courier, but as a guide we ask that you allow:

  • 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 Gift Membership, these are subject to their own delivery terms, which can be found here.

Why haven't I received tracking information for my order? 

All orders (UK and international), except for Gift Memberships, are sent using a tracked service. Our systems currently don’t update automatically with the tracking information, so please contact us using the contact form. 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.

How do I make changes to my order? 

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

How do I cancel my order?

If you wish to cancel your order please call us on +44 (0) 208 312 6700 or please contact us using the contact form as soon as possible. You can read our full Returns Policy here.

How do I return my order?

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 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. You can read our full Returns Policy here.

Can I collect my order from the museum?

We currently don’t offer click and collect online, but if you are visiting and would like to order ahead, please call us on +44 (0) 20 8312 6700 to place your order over the phone. Our working hours are Monday - Friday, 9am - 5pm.

What are your opening hours?

Our shops onsite are open seven days a week, from 10am – 5pm (6pm during the summer months).

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

I’d like to place a large order for the company I work for. How do I know you will have enough stock?

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 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.

The item I wish to purchase is showing as ‘Sold Out’. When will you receive more stock?

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.

How do I contact you if my question isn’t answered here?

We are on hand to help Monday - Friday, 9am - 5pm. Please contact us using our contact form, and we will get back to you within 1 working day.

You can also call us on +44 (0) 208 312 6700. We may not always be able to answer if we are collecting products from the shops onsite for our customers’ orders, but please leave us an answerphone message, and we will contact you as soon as we are back. 

If you would prefer to write to us, our address is:  

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