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Delivery and Returns

Delivery and Returns

Delivery Information & Charges

Please be aware that the last day to order to guarantee your delivery in time for Christmas, is Friday 18th December. 

Delivery Service

Delivery time

Standard delivery

Gift vouchers

Heavy, bulky or large item deliveries

Touring passes & virtual gifts

UK Delivery

3-5 working days

Free UK Delivery on orders over £50

£4.95

£2.50

If order less than £50 - £14.95***

Free - touring passes are emailed

Europe Delivery

7-10 working days

£15*

£5

£30***

Free - touring passes are emailed

Rest of the World Delivery

7-10 working days

£30**

£7.50

£45***

Free - touring passes are emailed

UK Standard Delivery Rates

For the National Trust Online Shop the UK includes England, Scotland, Wales, Northern Ireland, Isle of Man, Jersey, Guernsey and all BFPO addresses. For deliveries to the Republic of Ireland (ROI), please check our Europe Delivery Rates. Please note we cannot deliver to PO Box numbers.

Europe Delivery Rates

For the National Trust Online Shop, Europe includes Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Italy, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of Ireland,, Slovenia, Spain, Sweden and Switzerland. If the country you would like to send your order to is not included in the drop down list when you enter your billing/delivery address, please call us on 0300 1232025 and we will determine whether we are able to dispatch it to you. Please note we cannot deliver to PO Box numbers.

* If you order more than five items, the European shipping rate increases to £45. Please see below for more details on heavy item deliveries.

Rest of the World Delivery Rates

For the National Trust Online Shop, the Rest of the World (ROW) includes Australia, Bermuda, Brazil, British Virgin Islands, Canada, Cayman Islands, Finland, Hong Kong, Israel, Japan, Malaysia, New Zealand, Russia, Singapore, South Africa, Taiwan, Thailand, UAE, USA and Uruguay. If the country you would like to send your order to is not included in the drop down list when you enter your billing/delivery address, please call us on 0300 1232025 and we will determine whether we are able to dispatch it to you. Please note we cannot deliver to PO Box numbers.

** If you order more than five items, the ROW shipping rate increases to £60. Please see below for more details on heavy item deliveries.

Heavy, bulky or large item deliveries

*** In the majority of cases, heavy, bulky or large items incur the delivery charges outlined above. Please note that for particularly heavy, bulky or large items, delivery charges may vary due to the nature of the extra postage and packing that is required. Where this applies, it will be clearly flagged in the product description and when the item is added to your basket.

Touring passes & virtual gifts

Touring passes and virtual gifts do not incur a delivery cost as they are sent via email.

 

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