Delivery & Returns

 

Standard delivery

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. UK mainland delivery is free for all orders over £60.

Exceptions to standard delivery charges apply on selected items; this will be clearly indicated in product descriptions.

Deliveries outside the UK may be subject to import duties, taxes, and 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 these charges. 

Custom prints

Custom prints are available for UK delivery only. Each print is made to order and dispatched separately to other V&A Shop products.

Delivery charges and estimated timescales are as follows. These charges are in addition to our standard delivery charge when bought together with a V&A Shop product. However, delivery is free for all orders over £60. 

Please be sure to specify a delivery address where someone can sign for the parcel.

Order tracking

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.

Tel: +44 (0)20 7942 2000
Email: shop@vam.ac.uk

Split shipments

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.

Packaging

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 the Sustainability section of our FAQs for further information and advice.

Returns

We hope you are happy with your V&A Shop purchase. However, if you are not, most items are eligible for a full refund if returned within 28 days of receipt. 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:

• Custom prints and other items made to your specification 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.

 

How to return or exchange items bought in-store

Please provide a valid receipt when returning or exchanging items in our shops and we will be happy to assist you.

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

How to return Custom prints

Custom prints are made to your specification, and so cannot be refunded unless faulty, damaged or not as described. If you have received a faulty, damaged or incorrect custom print please contact us.

Tel: +44 (0)20 7942 2000
Email: shop@vam.ac.uk

How to return 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. Please note we are not able to exchange items bought online, or process returns for online orders via stores.

1. Contact us

Particularly in the rare event that your items are delivered faulty, damaged or not as described, please first contact us for advice tailored to your situation. Please provide your order number (available in your confirmation email or 'My Account' section) 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
London
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 import duties, taxes or delivery charges.

Membership

We deliver Membership cards free of charge. Please note that Memberships are non-refundable and non-transferable. Please see our Membership Terms & Conditions for more details.

Tickets

Tickets for exhibitions and bookings for events and courses are non-refundable or transferable. Please see our terms and conditions for more details.