*A separate, additional delivery charge applies for Custom Print orders; please see below for details. Memberships, tickets for exhibitions and bookings for events and courses are sent free of charge and do not count towards the delivery charge threshold.
**Deliveries outside the UK may be subject to additional import duties, taxes or delivery charges, which are levied once a shipment reaches your country. These may vary by destination and the V&A Shop is not responsible for paying these charges.
We aim to dispatch goods within two working days (Monday to Friday) of your order being placed and hope to deliver to UK addresses within five days of dispatch.
International deliveries can normally be expected to arrive within 14 days of dispatch. Please note and take into account that delays may be caused by customs clearance procedures.
We endeavour to ship all orders complete. If for any reason an item is not available, we will process and dispatch the rest of your order. Items available for pre-order or temporarily out of stock will be dispatched separately with no additional delivery charge. Please allow up to 30 days for delivery of items temporarily out of stock. If you do not wish to receive any part shipments, please contact us as soon as you place an order. Please note that Custom Prints are always dispatched separately from other V&A Shop items.
Once your order has been dispatched you will receive an automated confirmation email. If you have do not receive this email, please check your spam or junk mail folder. Tracking information is not automatically sent, but if required please contact us and we will be happy to provide it.
Please note: Custom prints are unable to be returned unless faulty as they are made to order.
Free UK delivery on orders over £35 does not apply to V&A Custom Prints as they are made and dispatched separately from other products from the V&A Shop. Framed prints are dispatched by either special delivery post or by courier, and you should specify a delivery address where someone can sign on delivery.
Unframed prints are usually dispatched within five working days, with delivery to UK addresses usually taking two further working days, and delivery to international addresses usually taking up to 21 days.
Framed prints are usually dispatched within ten working days, with delivery to UK addresses usually taking two further working days and delivery to international addresses usually taking up to seven days from dispatch. Depending on the destination, this may take longer and additionally may be affected by customs clearance procedures in the UK or your delivery country.
As part of the V&A’s commitment to the environment your order will be sent using reused and recyclable materials wherever possible. Please see here for further information and advice.
Have a question about your tickets? Get in touch with us about Membership Events, V&A Academy Courses and our Exhibitions and Events programme. Tickets for exhibitions and bookings for events and courses are non-refundable or transferable. Read more about our terms and conditions here.
We deliver Membership cards free of charge. Please note that Memberships are non-refundable and non-transferable. Read more about our Membership Agreement here.
We hope that you are happy with your V&A Shop purchase. If you have any concerns, most items are eligible for a full refund if returned within 28 days. Please return items to our online returns department in their original condition and packaging, and we will be happy to assist you. Some exceptions do apply, and these are listed below. In the case of UK and EU customers who choose to return their entire order, your refund will include any outbound delivery charge paid at the time of purchase. Return postage charges are at your own cost and are non-refundable unless your order was faulty, damaged, or not as described. Please note that returns of items purchased online cannot be accepted in our shops in the V&A.
Please note, the following items are excluded from our returns policy unless faulty, damaged, or not as described: custom prints and other items made to your specification or personalised; perishable or edible items such as flowers or food; items that have been sealed for hygiene reasons, where the seal has been broken, such as beauty products and pierced earrings.
1. Faulty or damaged items
In the rare event that goods are delivered faulty, damaged or not as described please contact us first for instructions on how to proceed. Please provide your order number along with a photo of the item and a description of the issue. We classify items as faulty if they are received damaged, or when a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.
2. Complete our returns form
Please fully complete our returns form and include it with your returned goods. You should find a returns form included within your parcel. If it is missing, a copy can be downloaded here.
3. Package the items to be returned
Please return the items in their original (or similarly robust) packaging to the address below. 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 proof of posting (available free of charge) in case you need to make a claim. This does not affect your statutory rights. Please note that returns of items purchased online cannot be accepted in our shops in the V&A.
V&A Online Shop (Returns)
Unit 14 Vision
Vision Industrial Park
4. International customers: additional information
If you wish to return an item, any international customs duties and/or sales taxes paid will not be reimbursed. 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. The V&A Shop will not pay customs duty to receive back the returned item(s).
5. Receiving your refund
Your return will be processed within 14 days of the time we receive it. Our small and busy team works very hard to review each return individually so please do allow them this period to carry out this work before you contact us for an update. Any refunds granted will be credited to the payment card used at the time of order processing.