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Ordering Help

How to Order from the National Trust Online Shop

Placing an order with the National Trust Online Shop is easy. You will be taken through the steps to create an account when you place your first order online. (We cannot accept orders by phone, fax, or e-mail. All orders must be placed online.)

When you create a new account your password will be emailed to you so you can sign-in to your account for future orders. You can change your password when you've signed in to make it something more memorable to you.

Here are the steps you need to follow to place an order:

1. Find the Items You Would Like to Buy

First you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our online shop. When you find an item that interests you, click the title or name of the item to find out more details about it. You can also browse the category pages, listed down the left hand side of each page, or you can check out our Gift Ideas or Recommended Products lists.

2. Add the Items to Your Shopping Basket

If you want to order an item from the National Trust Online Shop, click the "Add to Basket" button on the item's product information page. Once you've added an item to your Shopping Basket, keep searching or browsing until your basket contains all of the items you want to order. You can check the contents of your Shopping Basket at any time by clicking the link at the top of every page of our website.

3. Proceed to Checkout

When you're ready to place an order for everything in the Shopping Basket, click the "Proceed to checkout" button. You will be taken to the first page of the checkout.

4. Sign In

Indicate whether you are a new or existing customer and click on the appropriate button.

For new customers please click on 'I'm a New Customer' and proceed to enter your address details.
If you are an existing customer please click on 'I'm a Returning Customer', you must enter your email address and password to sign in. This will have been sent to you when you made your first order. Please remember to check your 'Junk' folder if you can't find this email. Alternatively please use the 'Forgotten Password' link.

5. Enter Your Details

Please fill your personal details as required, Please remember that the e-mail address you provide here will be the only e-mail address on your National Trust Online Shop account. A password will be automatically generated and forwarded to the email address you provide us with.
All orders will be dispatched to the delivery address provided, if an alternative address is required please fill this in once you proceed to the next step. The dispatch method will depend on the weight of your order and the destination address. For the UK, it will either be First Class Royal Mail or DHL for larger parcels. For overseas, it will be Parcel Force International.

6. Check and Submit Your Order

Check the accuracy all of the information you have provided and make any necessary adjustments. A delivery note can be placed in the box provided if further information is needed.
When you are ready, indicate your acceptance of our terms and conditions by ticking the box and then click the "Place Your Order" button to submit your order. Once you place your order you will see the following message "Thank you--we have received your order". Later you'll receive an order confirmation e-mail. We will send you another e-mail message at the time of dispatch. When you place your order we will acknowledge your wish to enter into a sales contract with us by means of the order confirmation email. The sales contract between us is not actually entered into until the dispatch confirmation email is issued.

7. Provide Payment Information

Next, let us know how you would like to pay for your order. We accept Visa, Delta, Visa Electron, or MasterCard. All orders are to be paid in GBP as the prices are denominated on the website. All orders must be prepaid. You must enter the card number without spaces or dashes.
Note: we do not accept cheques, cash in any currency, or purchase orders.
All payments will be processed for us by Protx who provide the secure link between our online shop and our bank to ensure your card details are kept secure and various fraud checks can take place. The transaction will appear on your card statement as tbc

How do I know the order's been placed?

You'll know the order has been placed when you reach a page that displays the following message: "Thank you--we have received your order". Later you'll receive an order confirmation e-mail.

Credit or Debit Card Declined

Note: only your bank can tell you why your card has been declined.
If you receive notification that your credit or debit card has been declined, you must contact the bank that issued the card to find out why. You should also check if the card attached to your National Trust Online Shop account has expired.
The order will be suspended as an open order. If you want to try again with a different card, go back to your order and enter your card details again:

  1. Go to Your Account
  2. Sign in with your e-mail address and password.
  3. Click ‘Order History' to review both open and dispatched orders on your account. Click the relevant order details to modify the order payment details

Where is my order?

If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you:

  1. Click on Your Account at the top of any page, sign in to your account by entering your email address and password.
  2. Go to your Order History to review the order status of all your orders both open and dispatched. 
  3. Click the order details you're wondering about. You should see status details of the order you're expecting.

Note: if you can't find the order in Your Account, it may be that you didn't place it successfully. Click "View Basket" at the top of any page and see if the items you wanted to order are still there. If they are, click the "Proceed to Checkout" button and place your order. If you can't find the order in Your Account or in your shopping basket, please check whether you have ordered using a different e-mail address, or the same e-mail address with a different password.