FAQ's – Royal Museums Greenwich Shop

FAQ's

Have a query? We’ve answered some of our most frequently asked questions from our customers here, but if you can’t find what you’re looking for, please contact us using the contact form and we’ll be happy to help.

Thank you for supporting Royal Museums Greenwich.

                                                                                                                                

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:

‘Shopping news’

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.

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

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 an electronic voucher via email to you, and a Membership Pack within one working day, for you to give 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 free for UK orders over £60, or £4.95 for UK orders under £50, and starts from £6.95 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 two to three 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 three 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 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 Gift Membership, these are subject to their own delivery terms, which can be found here.

I've pre-ordered an item, and ordered additional items at the same time. Can I receive those additional items sooner?

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.

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.

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