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Delivery and returns

Delivery and returns

Delivery

Our last UK delivery date is the 18th December. 

UK Delivery Rates

For the National Trust Online Shop the UK includes England, Northern Ireland, Scotland, Wales and all BFPO addresses. For deliveries to the Republic of Ireland, please check our Western Europe Delivery Rates.

Deliveries to the UK nearly always cost £4.95 per order regardless of the size and weight of your order.  In addition to this rate there is a lower delivery tariff of £2.50 which applies to small items and gift vouchers ordered at low quantities.  Delivery timelines vary according to the item ordered. We have introduced an additional rate of £10 for very large, bulky or heavy items.  However, for orders over £50 UK delivery is free of charge so this tariff rarely applies.

Western Europe Delivery Rates

For the National Trust Online Shop, Western Europe includes Belgium, France, Germany, Ireland (Republic of), Netherlands among others.  If the country you would like to send your order to is not included in the drop down list you will find when you enter your billing/delivery address, please contact us and we will determine whether we can dispatch it to you.

Some of our products do no incur a delivery cost - Virtual Gifts and Touring Passes for example.
The usual delivery rate for EU orders is £15 and they will be dispatched via Royal Mail International or UPS.   In addition to this rate there is a lower delivery tariff of £5 which applies to small items ordered at low quantities. Some of our items are heavy or bulky and we have to ensure we cover our costs for postage and packing. For this reason, if your order contains one of the items identified as heavy or bulky (for which we will incur considerable additional shipping costs) the p&p rate increases to £30. By the same token if you order more than 5 items, the EU shipping rate increases to £45. If you order more than 5 items including one of the heavy or bulky items the p&p increases to £45. We are very sorry for these expensive rates but we are a charity and cannot subsidise customer's shipping costs. We have, however, had to introduce an additional rate of £45 for very large, bulky or heavy items.

Please note - we cannot deliver to PO Box numbers.

Rest of World Delivery Rates

For the National Trust Online Shop, Rest of World includes the USA and Canada, Japan, Australia and New Zealand.Some of our products do no incur a delivery cost - Virtual Gifts and Touring Passes for example. 

The usual delivery rate for orders for Rest of World is generally £30 and they will be dispatched by International Royal Mail or UPS International.   In addition to this rate there is a lower delivery tariff of £7.50 which applies to small items ordered at low quantities.  At the opposite end of the scale, some of our items are heavy or bulky and we have to ensure we cover our costs for postage and packing. For this reason, if your order contains one of the items identified as heavy or bulky (for which we will incur considerable additional shipping costs) the p&p rate increases to £45. By the same token if you order more than 5 items, the ROW shipping rate will be £60. If you order more than 5 items including one of the heavy or bulky items the p&p will be £60. We are very sorry for these expensive rates but we are a charity and we have been subsidising overseas shipping cost.  We can't continue to do this so we have had to increase our prices. 

If the country you would like to send your order to is not listed here, please contact us and we will determine whether we can dispatch it to you.

Please note: we cannot deliver to PO box numbers.

Our Returns Policy

Our no quibble 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached if possible) and we will issue a full refund for the price you paid for the item.
This returns policy does not affect your statutory rights.

Distance Selling Regulations

By law, customers located in the European Union have the right to withdraw from the contract to purchase an item within fourteen working days of the day after the date the item is delivered. Simply return the item to us securely including the delivery note, your order number and your name.

To ensure the safe return of your items and the correct allocation of the items against your account at our fulfilment centre, please follow the guidelines below:

  • Please include a copy of delivery note if you return any items that you have purchased from the National Trust Online Shop
  • Please note, you cannot return items you purchased from the National Trust Online Shop to our Property or High Street shops.
  • Please indicate why you are returning the item.
  • If you no longer have the delivery note, please include a piece of paper with the name of the person who ordered the items, their email address, the order number and the reason for the return.
  • Please ensure that any items to be sent back are returned securely. The National Trust cannot be held liable for returned items which do not reach us.

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs.

Items returned under the 30-day returns guarantee

If there has been no error on our part, under our returns policy we will refund only the cost of the item. We will not refund the cost of delivery or return postage.

Return a Damaged, Defective or Incorrect Item

If the item was damaged in transit

• If you take delivery of a National Trust Online Shop package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange.

If the item is defective

• You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.

If we sent you an item you did not order (an "incorrect" item)

As soon as you find out we've sent you an incorrect item, send the incorrect item back to us and ensure you are refunded for it or a replacement is sent.

Returns address:

National Trust Returns

1 Apollo Rise

Southwood

Farnborough

GU14 0GT