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Delivery and Returns

Delivery and Returns

Delivery Information & Charges

UK Delivery Charges

FREE DELIVERY ON ORDERS OVER £50

 
For orders up to £49.99
Delivery Time Standard Delivery Gift Vouchers/
Guidebooks/
Single Greeting Cards
Touring Passes & Virtual Gifts
3 - 5 working days £4.95 £2.50 FREE

International Delivery Charges

Destination Delivery Time

Standard Delivery  

(1 - 5 items)

Large Delivery

(6 - 10 items)

Extra-Large Delivery

(11+ items)

Gift Vouchers/
Guidebooks/
Single Greeting Cards
Touring Passes & Virtual Gifts
Europe Delivery 7 - 10 working days £15 £30 £45 £5 FREE
Rest of the World Delivery 7 - 10 working days £30 £45 £60 £7.50 FREE

UK Delivery Information

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 Information

For the National Trust Online Shop, Europe includes Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, 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.

Rest of the World Delivery Information

For the National Trust Online Shop, the Rest of the World (ROW) includes Australia, Bermuda, Brazil, British Virgin Islands, Canada, Cayman Islands, 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.

Touring Passes & Virtual Gifts

Touring passes and virtual gifts do not incur a delivery cost.

Touring passes will be sent via email within 1 – 5 working days of placing the order.

Our Returns Policy

Our returns policy:

We hope you will be delighted with your purchase. However if you change your mind, please return it to one of our National Trust shops or via our online customer service centre in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 30 days of receiving your order. By original condition, we mean unused and in its original packaging with labels. This policy is in addition to your statutory rights and Consumer Rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our Terms and Conditions.

How to return an item:

Returns may be made to National Trust shops or via our online customer service centre. If returning to our online shop within 30 days of receiving your order, please call us on 0300 1232025 or email online.shop@nationaltrust.org.uk and we’ll send you a pre-paid postage voucher in order to return to us.

Once returned, where possible we’ll refund using the same payment method as was used to purchase the item(s).  If you return your item to a National Trust shop, we’ll process your refund immediately. It can take up to 5 days for the bank to transfer the funds to you. If you return an item to our online customer service centre, we will contact you in order to process your refund. It can take up to 21 days to process from your returning the item to receiving your refund.

If you return your item to a National Trust shop and you’d like a refund but don’t have your receipt or delivery note, we'll give you a gift card to the value of the current selling price.

Our 30 day return policy includes items you've purchased in our sale or while on promotion.

 

Are there any products that can’t be returned?

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Products which have been personalised for you, such as stationery or gifts
  • Perishable goods such as flowers, food or real Christmas trees
  • Sealed audio or sealed video recordings, once these products are unsealed after you receive them.
  • Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity. 
  • Earrings.

 

Other terms:

  • Shops at some National Trust properties are operated by other organisations. For example purchases from; Waddesdon Manor, St Michaels Mount, Tatton Park and Porth y Swnt are not covered by this policy. Please contact these shops directly to enquire about their return policy.
  • Plant returns can only be made to a National Trust shop, unfortunately we are not able to accept these returns through our customer contact centre.
  • For online or telephone returns we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the delivery cost of the returned items.
  • Please note that our 30-day returns policy is subject to certain terms and conditions set out in clause 9 of our terms and conditions. Please read the terms and conditions carefully before cancelling your order or returning your items.
  • This 30-day returns policy does not affect your statutory rights, or limit your remedies in respect of items that are damaged, defective or incorrect. Please see below for details about returning a damaged, defective, or incorrect item.

Returning a Damaged, Defective or Incorrect Item:

  • If the item was damaged in transit: you can return the item to us via our National Trust shops or online customer service centre for exchange or refund up to 30 days from receipt. Please visit your nearest shop or call our online customer service centre on 0300 1232025.
  • 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. Please visit your nearest shop or call our online customer service centre on 0300 1232025.
  • If we sent you an item you did not order (an "incorrect" item): please call our online customer service centre on 0300 1232025 and we’ll send you a pre-paid postage voucher in order to return to us.

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 your delivery note or receipt.
  • Please indicate why you are returning the item.
  • If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, 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.

Returns address:

National Trust Returns

Belkin House

Shipton Way

Express Business Park

Rushden

Northants

NN10 6GL