Refund policy

If you wish to exercise your right to cancel this contract after your order has already been dispatched please follow the procedure set out in our Returns procedure.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty:

• Goods made to your specification
• Perishable goods (for example food)
• Pierced jewellery
• CD, DVD, tapes or other recording media, software or videos if their seal is broken.

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.

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.

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, and the reason for the return must be stated.

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
• Goods made to your specification (including personalised clothing)
• Perishable goods such as food or drinks
• Pierced jewellery
• CDs, DVDs, Tapes or other recorded media
• Digital Products and Online Learning Courses

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. 

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.