Delivery & Returns



Our standard delivery charges and estimated timescales are as follows. We aim to dispatch all orders within two working days (Monday to Friday) of being placed.

Exceptions to these prices do apply on selected products, such as custom prints; where so, detail will be given in product descriptions. Please note International deliveries may also be subject to further customs fees or taxes upon arrival, which are your responsibility.

Standard delivery per order
£5 – or FREE for orders over £60
3-6 working days
6-10 working days
Rest of World
10-14 working days

Order tracking

Once your order has been dispatched, you will receive an automated email notification. Please check your spam or junk mail folder if this appears missing. Tracking information is provided by our carriers directly; though don't hesitate to contact us if we can be of any assistance.

Split shipments

We endeavour to ship all orders complete. However, if, for any reason, an item is not available, we will part ship as much of your order as possible as soon as possible, and follow this with a separate shipment for outstanding items - with no additional delivery charge. Please allow up to 30 days for delivery of split shipments while unavailable items are restocked. If you do not wish to receive any part shipments, please contact us as soon as you place an order.

Please note: Fine Art and Custom Prints are dispatched by our print partners, and so will always arrive separately from other V&A Shop items.


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.


We deliver Membership cards free of charge. Please note that Memberships are non-refundable and non-transferable. Read more about our Membership Agreement here.


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 hope 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 of purchase. Refunds are offered for items in an unused, unopened condition, and with original packaging – with exceptions as below. This does not affect your statutory rights.

The following items are excluded from our returns policy and cannot be refunded unless faulty, damaged, or not as described:

  • 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, soap, pierced earrings, hosiery, socks, sunglasses and face coverings;
  • custom prints and other items made to your specification or personalised.

Return of items bought in store

Please provide a valid receipt when returning items in our shops and we will be happy to assist you. We offer an exchange (only) for returns with a gift receipt.

Please note we are not able to process returns for online orders via stores.

Return of items bought online

Please return web-bought items to our online returns department by following the steps detailed below, and we will be happy to assist you. We can’t exchange items this way, but of course you can return unwanted items and place a new order.

Please note we are not able to process returns for online orders via stores.

1. Contact us regarding faulty or damaged items

In the rare event that goods are delivered faulty, damaged or not as described, please first contact us 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 respond to all enquiries within 7 days.

Please note: Items damaged through wear and tear are not considered faulty.

2. Complete our returns form

You should find a returns form included in your parcel; for example with your jewellery information. If you don't have this, a copy can be downloaded here. Please complete the form as fully as you can and include it with your returned goods.

3. Package and post your items and form to us

Using the original (or similarly robust) packaging, please return your items and completed returns form to the below address. We recommend asking for tracked delivery or proof of postage to safeguard your parcel's journey back to us. If you are sending from outside the UK, you must also attach a completed customs declaration indicating that the package contains ‘returned goods’.

V&A Online Shop (Returns)
Unit 14 Vision Park
Kendal Avenue
W3 0AF

Please note: Return postage charges (including any customs charges on international returns) are at your own cost and non-refundable - unless your purchase was confirmed faulty, damaged, or not as described during step one.

4. Receiving your refund

We process returns daily and ensure all returns are processed within 14 days of arrival. We will be in touch with an outcome or next steps within this window – but if you’ve not heard from us, please do reach out for an update.

Refunds granted will be credited to the original payment card. If your entire order is returned, we will also be happy to refund the outbound delivery charge paid at the time of purchase.

Please note: We’re not able to refund international customs duties or sales tax.