FAQs - Coronavirus (COVID-19) update

• I want to support the V&A. Can I make a donation?
• Yes. The V&A is a charity and the generosity of our supporters makes our work possible, ensuring we can continue to enrich society and inspire future generations through our world-leading collections. At this challenging time, your support is more vital than ever, find out more here.
• I received an order shortly before the online shop closed, is it still possible to return this for a refund/exchange?
• Yes. Our returns policy has been extended and it will therefore be possible to return an order up to 30 days from the date of our online shop re-opening. This includes all orders purchased on or before 20 February 2020. Please note: Custom prints cannot be returned unless faulty as they are made to order.
• How can I contact you? Can I place an order over the telephone?
• Unfortunately, it is not possible to place an order via telephone at present. If you would like to get in touch with our customer service team then please contact us via email shop@vam.ac.uk. Our customer service team are working remotely and are unfortunately unable to accept calls at present.
• Before the museum closed, I saw an item in your shop but it is not on your website. Can I still buy it?
• It is currently only possible to order items that are available for sale through our online shop. If you have a question regarding an item of stock, please contact us at shop@vam.ac.uk

• Payment

• What forms of payment do you accept?
• We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express and UK based Maestro and Solo cards.
• Am I required to register before making a purchase?
• We aim to make your shopping experience simple and offer the option to checkout as a guest to make placing an order as easy as possible. If you have further questions concerning this process, please email shop@vam.ac.uk shop@vam.ac.uk
• When will my payment be processed?
• Payment is taken from your card once your order is placed and you have received your email confirmation.
• How will I know if my order has been placed successfully?
• Once your order has been submitted successfully you will receive an automated confirmation email with your order details and an order number. At this point the order is only confirmed, and payment will be taken from your card. You can check your Order Status by logging in to 'Your Account'. Please note, if you checked out as a guest, you will not be able to track your order and will only receive email updates regarding your orders.

• Delivery

• How much do you charge for postage?
• All postage charges are based on your total order value and location. Please see our delivery & returns page for details.
• How long will my order take to arrive?
• For UK deliveries please allow five working days from the time you place your order. For European orders, please allow up to 7 working days, for the rest of the world, please allow up to 12 working days. Please bear in mind that items are sometimes delayed in customs, which is beyond our control and our usual service levels may be affected during the COVID situation.

  For V&A Custom Prints services the delivery times will depend on the contents of your order. Most print orders are dispatched between one and three days after your order was placed. Orders for standard prints and rolled canvasses are normally printed and dispatched within 4 business days, however, due to varying demand you should allow up to 7 working days for your order to be dispatched, especially at peak times such a Christmas. Orders for framed Prints, stretched canvases and framed canvas prints will usually be dispatched within 7 working days but you should allow up to three weeks for delivery.

• How will I know when my order has been sent?
• Once your order has been dispatched you will receive an automated email to confirm this.
• Do you accept international orders?
• Yes we do. All payments will be taken in Pounds Sterling. Please refer to our delivery page.

  In line with our delivery partners current service information, there are some countries that we currently cannot ship to:

  Afghanistan, Guinea-Bissau, Libya, Somalia, Syria, Venezuela and Yemen.

  Parts of Ukraine – Donetsk Oblast, Luhansk Oblast and Crimea (annexed by Russia in 2014)

  Serbia (Kosovo) – Service Temporarily Suspended

  There may also be delays to mainland Europe and Rest of World due to COVID-19 rules. As we currently do not offer tracking information, please contact us at shop@vam.ac.uk< and we will be happy to provide them.

• How do you handle customs fees for International orders?
• 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.

• Cancellation and Returns

• I placed an order online before the site closure. Will it be possible to return this to one of your stores when the museum re-opens?
• Yes, our returns policy has been extended to 30 days, therefore if you received an order before the online shop closed and you would like to return it to one of our stores in the Museum, you will be able to do this within 30 days of the shop reopening. Please note: Custom prints cannot be returned unless faulty as they are made to order.
• What if I change my mind or have made a mistake on my web order?
• If you have any issues with your order(s) we can arrange a refund, cancellation or exchange (excluding Custom prints and tickets). Please contact our Customer Service via email shop@vam.ac.uk.
• What is your online return policy?
• We hope that you are happy with your purchase, however if you are not, please return it to us in its original condition within 30 days of receipt and we will be happy to exchange it or give you a refund. Please make sure the item/s are returned in original condition and be sure to get proof of purchase when sending the parcel back to us.

  Please note: Custom prints cannot be returned unless faulty as they are made to order.

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

• Other

• How do promotions and discount codes work?
• Discounts and promotional discount codes offered by vam.ac.uk/shop are valid only for use as part of a purchase made via vam.ac.uk/shop, unless otherwise stated. Such promotional discounts are not valid for use in store and exclude exhibition tickets, events and courses.

  Promotion codes – Please enter your promotion code in the field provided on the ‘In your bag' page, and click apply. You will see your discount applied on the ‘Checkout' page. Only one discount code can be used per order and it cannot be combined with Membership discount unless otherwise stated.

  Free delivery – From time to time, we offer free UK delivery. This may require a promotion code or will automatically be applied at checkout. For free UK delivery on orders over £35, this amount is automatically deducted at checkout. If you have any questions about our promotions or require assistance with your order please contact our Customer Service team via email shop@vam.ac.uk.

• I'm a V&A Member, how do I use my discount?
• As a V&A Member you are entitled to a 10% discount in the V&A Shops, online and through our customer service department. To purchase any item seen online, please enter your membership number when prompted at checkout. Alternatively, please e-mail or phone our Customer Service team on +44 (0)20 7942 2696 and have your membership number to hand. Please note that the membership code cannot be used in conjunction with other offer codes.
• Do you offer gift orders or gift wrapping? What about gift vouchers?
• Unfortunately, we currently do not offer gift orders and gift wrapping.
• Does the V&A Shop comply with the Waste Electrical and Electronic Equipment (WEEE) Directive?
• As a responsible retailer, the V&A Shop is committed to helping the Government meet its targets under new EU legislation known as The Electrical and Electronic Equipment (WEEE) Directive which is now in force. This is designed to help local authorities, businesses and households make better use of old electrical goods by recycling as much as possible and preventing items which may contain hazardous substances going to landfill.
  If you purchased a new battery powered product from our website and want us to dispose of a similar old product for you, please return the old item in person or by post within 28 days of your purchase to the following address.

  V&A Shop
  Victoria and Albert Museum
  Cromwell Road
  London SW7
    

  You will be required to show proof of purchase (i.e. the dispatch note accompanying your order) for the new product. Products which are covered by the WEEE Directive are identifiable by a crossed out wheeled bin symbol which must now be shown on goods placed on the market after 13 August 2005.