+44 (0)20 7942 2000

Delivery and Returns

UK orders £5 standard delivery | Free delivery on orders £35 and over* (3–6 working days)

Orders to Europe £20

Orders to Rest of World £30

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.

UK orders are delivered within 3–6 working days

We will make every effort to dispatch goods within two working days, and hope to achieve delivery to UK addresses within seven days of receipt of your order, provided the goods are in stock. However, this may vary in peak periods such as Christmas and during seasonal sale events.

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.

V&A Custom Prints

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.

OrderUK MainlandEUOverseas
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 10 working days.

Please note, free UK delivery on orders over £35 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

Tickets

Please note that Exhibition ticket bookings are non-refundable. For more information on the purchase of tickets please refer to our terms of use page.

If you experience a problem with your booking please contact our bookings team by telephoning +44 (0)20 7942 2000 or by email to bookings.office@vam.ac.uk

Part Deliveries

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 telephone our Customer Services team on +44 (0)20 7942 2000. Alternatively email shop@vam.ac.uk

Order Tracking

To track your order, simply log in to your account and select my orders. Your orders will be listed here along with their dispatch status. Click on the ‘view order’ button to access delivery and payment information for each of your orders.

Returns & Exchanges

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.

1. Complete our returns form

Before returning an order please complete our online returns form. Simply print it off, fill it in and include it with your returned goods.

Download the V&A Shop return form here.

2. Package your return items

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)
Unit 22 Westwood Park
Concord Road
Acton
London
W3 0TH

3. Call our customer service team

You can cancel your order by telephoning +44 (0)20 7942 2000 or by email to shop@vam.ac.uk

4. Return your goods in person to the V&A Shop – South Kensington

You may also return an online order in person to the V&A Shop, Exhibition/Bookshop and Fashion Shop, South Kensington.
Please contact us on +44 (0)20 7942 2000 and let us know that you would like to return the item in store.

5. Exchanges

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.

6. International

International customs duties and sales taxes are not refunded for shipments outside the EU. 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).

7. Exceptions

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.

8. Faulty or Damaged

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 shop@vam.ac.uk 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.

9. Payment

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 telephone our Customer Services team on +44 (0)20 7942 2000.
Alternatively email shop@vam.ac.uk. Please note our opening hours are seven days a week between 9:00-17:30 GMT.