Customers in the EU are advised not to place any orders with us until further notice. From 1 January 2021, customers will be liable to pay import duty and VAT charges on all parcels valued at €22 and over which will be charged at destination by the courier and must be paid before delivery. If these charges are not paid the parcel will get returned to the V&A and the goods will be refunded.
There may be local duty and/or taxes payable on goods delivered outside the UK. V&A Enterprises is not responsible for paying these charges.
*UK standard delivery only. Does not apply to custom prints, exhibition tickets, events and courses.
V&A Shop orders are sent via Royal Mail and Parcel Force. Public Health England have advised that people receiving parcels are not put at any additional risk of contracting the coronavirus (COVID-19). In order to protect both staff and customers, as much as possible, our courier partner Parcelforce, will not be requiring a signature on delivery.
We will make every effort to dispatch goods within two working days, and hope to achieve delivery to UK addresses within seven days upon receipt of your order, provided the goods are in stock. However, due to the current situation our normal service levels have been affected, so please do allow up to 2 weeks before contacting us.
Europe and Rest of World deliveries are sent by Air Mail and can normally be expected to arrive within 7 days. However we ask that you allow 14 days from dispatch before contacting customer services.
Made to order products such as personalised prints may take up to 4 weeks for UK delivery and 6 weeks for international.
Please allow up to 30 days for delivery of items that have become out of stock.
Larger orders will be delivered in a re-used or recycled box as part of the V&A’s commitment to the environment, focusing on reducing its paper and cardboard consumption.
As we currently do not offer tracking information, please contact us at firstname.lastname@example.org and we will be happy to provide them.
Please note: Custom prints are unable to be returned unless faulty as they are made to order.
Custom prints are dispatched separately from other items from the V&A Shop. Prints are sent out via first class post within the UK and via Air Mail for overseas orders. Framed prints are dispatched by either special delivery post or by courier. For special delivery and courier deliveries you should specify a delivery address where someone can sign for the delivery.
|Unframed Prints||£7.00 per order||£15.00 per order||£15.00 per order|
|Framed Prints||£12.00 per print||£20.00 per print||£40.00 per print|
Unframed prints are usually delivered within 5 working days.
Framed prints are usually delivered within 15 working days.
Please note, free UK delivery on orders over £25 does not apply to V&A Custom Prints.
Overseas dispatch and delivery times may vary between destination countries. If you would like an estimate on the delivery date of your overseas order or would like to discuss other delivery options, please call customer service on +44 (0)20 7942 2000
If you experience a problem or have questions about your booking, please contact our bookings team by email email@example.com
If you have ordered more than one item, from time to time we may have to deliver your order in separate shipments. Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you placed your order. All delivery charges will be charged to you on the first order/delivery, any dispatch of a parcel thereafter to complete your order will be free of charge. Please note that V&A Custom Prints products are sent out separately from other items due to their custom nature.
If you would like further information regarding the products or delivery options, please email firstname.lastname@example.org
Our paper padded bags are made from 100% recycled paper and are able to be recycled with mixed paper. The ‘green chips' used in our boxes are 100% biodegradable and fully compostable eco-fill, this can be placed in your household recycling.
Frames are packaged in corrugated cardboard packaging, which as well as having an element of recycled material in it, is 100% recyclable. Unframed prints are shipped in postal tubes, which are manufactured from spiral wound paper and is fully recyclable. The end caps are made from Low density Polyethylene (LDPE) which can also be recycled via many local authority recycling schemes.
We hope that you are happy with your purchase, however if you are not, please return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or give you a refund. In the case of refunds this will include the outbound delivery cost. Return postage charges are non-refundable unless your order was faulty or incorrect. Please note: this does not extend to custom prints which are made to order and cannot be returned unless faulty. Due to hygiene reasons, earrings are non-returnable if cello bags are opened unless faulty.
If you purchased an item in our physical store before the shop closure and would like to return it for a refund/exchange, you can return it to the V&A Online Shop (Returns) address below.
Please note that returns may take longer than usual to process due to the current situation. Thank you for your understanding.
All returned items will be quarantined for 72 hours before being processed to protect our employees.
Before returning an order please complete our online returns form. Simply print it off, fill it in and include it with your returned goods.
Wherever possible, please return the items in their original (or similarly robust) packaging. Please note that when returning an item, the parcel is your responsibility until it reaches us. We recommend that you ask your Post Office for a proof of posting (available free of charge). This guarantee does not affect your statutory rights. Returns should be sent to:V&A Online Shop (Returns)
Our customer service team are working remotely and are unfortunately unable to accept calls at present and can be contacted via email email@example.com
If you require a different item, please return the original item and contact us or write your request on the paperwork that is sent with the parcel to request a different size/colour and we’ll do our best to get one out to you upon receipt.
International customs duties and sales taxes are not refunded for shipments outside the UK. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).
Please note: items excluded from this policy are items that are made to your specifications or clearly personalised; perishable or edible items such as flowers or chocolates; eyewear, tights and nail polish; and items which have been sealed where the seal is broken (such as pierced earrings). These items are non-refundable and cannot be exchanged unless they are faulty or damaged. Custom prints cannot be returned unless faulty.
In the rare event that goods are delivered faulty or damaged please contact our Customer Services team on +44 (0)20 7942 2000 or email firstname.lastname@example.org so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.
Payment is taken from your card once your order is placed and you have received your email confirmation.
Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested and depending upon availability.
Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, the V&A Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.
If you would like further information regarding the products or delivery options, please email our Customer Services team email@example.com. Please note our opening hours are seven days a week between 9:00-17:30 GMT.