Delivery

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 cost £4.95 per order regardless of the size and weight of your order. If the items in your order are in stock and available your order should be with you within 2 working days.

Western Europe Delivery Rates

For the National Trust Online Shop, Western Europe includes Belgium, France, Germany, Ireland (Republic of), Netherlands. 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.
The delivery rate for EU orders is £9.95 and they will be dispatched via DPD.  However, 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 £14.95.  By the same token if you order more than 5 items, the EU shipping rate increases to £14.95.  If you order more than 5 items including one of the heavy or bulky items the p&p increases to £19.95.  We are very sorry for these expensive rates but we are a charity and cannot subsidise customer's shipping costs.

Rest of World Delivery Rates

For the National Trust Online Shop, Rest of World includes the USA and Canada, Japan, Australia and New Zealand. The delivery rate for orders for Rest of World is £14.95 and they will be dispatched by DPD. However, 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 £19.95.  By the same token if you order more than 5 items, the ROW shipping rate increases to £19.95.  If you order more than 5 items including one of the heavy or bulky items the p&p increases to £29.95.  We are very sorry for these expensive rates but we are a charity and cannot subsidise customer's shipping costs.  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.

Our Returns Policy

Our 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) and we will issue a full refund for the price you paid for the item. We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send items back to you that have been returned to us after 30 days unless they are faulty.
In the event of National Trust Online Shop sending you a replacement for a damaged, defective or wrong item, you must return the original item to the National Trust Online Shop within 30 days. The National Trust Online Shop reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which National Trust Online Shop confirms we will issue a replacement.
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 seven working days of the day after the date the item is delivered. Simply return the item to us securely including the returns part of 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.
• Please send your items back to us at
  The National Trust
  Long Rock
  Penzance
  TR93 0NT

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.
The National Trust Online Shop will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

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.

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. If you want us to replace the item we sent you with the item you ordered, choose the "Replacement" option on the returns form you will find as part of your delivery note and we'll send you the correct item as soon as we can.