Our Contact Centre is open 7 days a week from 10.00 – 17.00.
We aim to respond to all email enquiries within 7 days.
Promotions
I’m a V&A Member, how do I use my discount?
As a V&A Member, you can enjoy discounts and special offers courtesy of the V&A Shop. To use your discount online, log in or create an account. When registering for the first time, use the same email address registered against your Membership. Once you have logged in, you will see Members’ pricing applied to all eligible products. Promotion codes may be used in conjunction with your Membership discount, unless exclusions are stated.
Please enter your promotion code in the field provided on the 'My bag' page and click ‘apply’ to see your discount reflected. Only one discount code can be used per order, however you may combine it with Membership discount unless exclusions are stated.
Promotion codes offered by the V&A Shop are valid only for use as part of a purchase made via vam.ac.uk/shop and are not valid instore, unless otherwise stated. They cannot be used against any delivery charges, tickets for exhibitions and events, courses or Membership (unless explicitly stated). If you have any questions about our promotions or require assistance with your order, please contact us.
Which orders qualify for free delivery?
We offer free UK delivery on shop orders £60 and over, and this is automatically applied at checkout. From time to time we may offer free UK delivery on specific products or orders for a limited period: this may require a promotion code to be entered on the "In your bag" page.
How do I use an email sign-up offer?
From time to time, we offer 10% off your first order when you sign up to the V&A Shop mailing list. A discount code valid for one-time use will be sent to you in a confirmation email when you sign up. Please enter this code in the field provided on the 'My bag' page.
Placing an order and payment
Can I place an order by telephone?
We’re sorry, we are unable to take orders over the telephone. However please do contact us if you have any questions regarding placing your online order.
We accept MasterCard, Visa, JCB, American Express, Diners Club, Apple Pay and PayPal on all orders. In addition, Direct Debit may be used to pay for Membership.
Am I required to register before making a purchase?
Registering will enable you to login to your account at any time to review the details and status of your order. When purchasing a Membership for your own use this is a required step. For all other transactions, we offer the option to checkout as a guest for those who wish to do so.
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.
If you have not received this email, please first check your junk or spam folders.
If you still haven’t received an order confirmation, then please contact us. Additionally, if you were logged into a V&A Shop account to checkout, you can view your order status in ‘My Account’, available through the head and shoulders icon displayed top-right.
Can I reclaim VAT if I live outside of the UK/EU?
We’re sorry that we can’t deduct VAT when charging for goods either online or in store.
Delivery
How much do you charge for delivery?
Standard UK delivery is £5 or FREE for all orders over £60. Additional charges apply for Custom prints in orders under £60, and all International orders. Please see our Delivery & Returns page for details.
How long will my order take to arrive?
We aim to dispatch V&A Shop items within two working days of your order being placed (Monday to Friday) and expect delivery in the UK within five days of dispatch. Custom prints are made to order, and so dispatched separately to other items from the V&A Shop, within 5 working days
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, which is out of our control.
We will keep you informed of the progress of your order. As soon as your order is dispatched, our couriers will send you an automated email confirmation with your order tracking link. If you have not received this email, please check your spam or junk mail folder. If you need further assistance, please contact us.
Custom prints are made to order and dispatched separately from V&A Shop items.
We endeavour to ship all other 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.
If you'd rather avoid part shipments, for example, if there's likely to be a customs charge for each, please contact us as soon as you've made your order.
Please allow up to 30 days for delivery of split shipments while unavailable items are restocked.
Do you accept international orders?
V&A Shop orders for the EU and Northern Ireland are temporarily suspended whilst we update our systems for new GPSR legislation. We're working to reintroduce these options as soon as possible.
Orders for non-EU countries remain available. Some individual products have shipping limitations, as detailed in their descriptions. Payments will be taken in Pounds Sterling. Please see our Delivery & Returns page for details.
How do you handle customs fees for international orders?
Deliveries outside the UK may be subject to import duties, taxes and delivery charges, which are levied once a shipment reaches your country. These vary by destination, and the V&A Shop is not responsible for these charges.
Can I send orders to multiple addresses?
We suggest placing orders one by one for multiple addresses, as we're not currently able to split a basket for different destinations.
Cancellation and returns
What if I change my mind or have made a mistake on my online order?
We're unable to edit orders after they are placed. However if you have any questions or issues with your order, please contact us.
Please see our full returns policy for details. We hope that you are happy with your purchase, however, if you are not, most items are eligible for a full refund when returned within 28 days of receipt. The following items cannot be refunded or exchanged unless faulty, damaged or not as described:
Custom prints and other items made to your specifications or personalised.
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.
Perishable or edible items such as flowers or food.
Memberships, tickets for exhibitions, bookings for events and courses.
Do you cover return postage?
We will not refund return postage costs. However, if you have received a faulty, damaged or incorrect item please contact us for a free returns label.
You are responsible for the cost of returning the items to us if you change your mind.
Please note the following items cannot be refunded or exchanged unless faulty, damaged or not as described:
Custom prints and other items made to your specifications or personalised.
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.
Perishable or edible items such as flowers or food.
Memberships, tickets for exhibitions, bookings for events and courses.
Sustainability and the V&A Shop
How does the V&A Shop approach sustainability?
As part of the V&A’s commitment to the environment, the V&A shop always aims to source merchandise from reputable and responsible suppliers, favouring those that are ethically and ecologically minded.
We proudly champion local industry by working with UK designers and manufacturers where possible, as well as supporting artisans and social enterprises from all over the world.
In an effort to reduce waste, your online order will be sent using reused and recyclable materials wherever possible. We also aim to improve our shops’ environmental impact by working with our suppliers to switch to more sustainable materials, such as organic cotton or FSC-approved paper, and by reviewing packaging solutions wherever possible. This is a gradual process that we have placed at the very heart of everything we do.
Can I recycle the packaging from my V&A Shop order?
Yes. Our paper-padded bags are made from 100% recycled paper and can be recycled with mixed paper. Our jewellery boxes are now fully recyclable. Larger orders will be delivered in a reused or recycled box as part of the V&A’s commitment to the environment, focusing on reducing its paper and cardboard consumption. The ‘green chips’ used in our boxes are 100% biodegradable and fully compostable eco-fill, this can be placed in your household recycling.
Can I recycle the packaging from my Custom Prints order?
Yes. 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 through most curbside collections. Framed prints are packaged in shrink and bubble wrap, which as well as being partially made from recycled materials, are 100% recyclable.
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
SW7 2RL
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.
