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FAQs

FAQs

FAQs

We're here to help so we've put together this list of frequently asked questions to help you as quickly as we can. Please check below first as we may save you some time, however, if you still require further assistance please do not hesitate to contact us at one of the below options.

General/Memberships Enquiries – call 0344 800 1895 9am – 5:30pm Mon-Fri, 9am - 4pm Sat–Sun (& bank holidays) or email enquiries@nationaltrust.org.uk to find all information on general enquiries, memberships, events, donations, facilities, car stickers, lost/stolen cards and tickets at our special places.

Online Shop Customer Services Team – call 0300 123 2025 8am - 8pm Mon-Sun or email online.shop@nationaltrust.org.uk if you have a question regarding your order or to place an order.

 

Placing an order

Can I place an order over the phone?

Yes you can. Simply call our online shop customer service team on 0300 123 2025 8am - 8pm (Monday - Sunday).

 

Do I need to set up an account to place an order?

Yes. Setting up an account is really easy and only takes a few moments. You'll need to give us your name, email address and postcode and then create a password which you can use to access your account at a later date. Creating an account will enable you to save your details securely to speed things up the next time you order. As an account holder, you can also sign up to receive our weekly newsletter which details of our season launches and exclusive offers/promotions.

 

Why can't I sign into my account?

If you’re having trouble signing in, please check you are using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidentally left Caps Lock on or included a space where you shouldn’t.

If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please also check your junk mail folder too as it can occasionally end up there.

If you are still experiencing issues please contact our Online Shop Customer Services Team – call 0300 123 2025 8am - 8pm Monday - Sunday or email online.shop@nationaltrust.org.uk

 

What information will I receive when I have placed my order?

If you have placed your order online, you will immediately see an order summary showing your unique order number. Shortly after we will send you an email confirmation that your order has been placed and a further update once it’s been dispatched and on its way to you. In the unlikely event that there is likely to be any foreseeable delays in sending your order we will email you. If you have not received an order confirmation from us please call our friendly customer service team who will be happy to assist you. Please phone 0300 1232025 8am - 8pm (Monday - Sunday) or email online.shop@nationaltrust.org.uk

 

Can I add items, change or cancel my order once I've confirmed it?

Once you place your order, we do try to process it as soon as possible so that you receive your order as quickly as possible so it is with regret that in most circumstances it is not possible to make changes to your order once it’s been placed. However, you can easily return any unwanted items to us for a refund (please see our returns page for more info).

If you want to add items, you should place another order within 24 hours of your original order, and then contact us with both order numbers, and we'll be happy to refund you the additional delivery charge. Please call us on 0300 123 2025 8am - 8pm (Monday - Sunday) if you need to make this change.

If you would like to change details of your delivery address, remove items from your order or cancel it completely, please contact our customer service team on 0300 123 2025 8am - 8pm (Monday – Sunday). Unfortunately, this is not always possible as we aim to dispatch your order so it gets to you as quickly as possible but we will do our best to assist you if we can intervene.

You may return items by post. Please follow the instructions on our returns page for all details. Unfortunately we cannot offer returns/exchange in our stores at this time.

There are some products that we are unable to cancel/are non-refundable/are non-exchangeable. Please see our returns policy for further details.

 

Can I place an international order?

You can place an international order on our website, or by calling us on 0300 123 2025. Please help us and our delivery company by taking extra care with the address details. Payment can only be accepted in GBP (£).

Unfortunately, the following products are not eligible for international delivery: edible items, electrical items, lighting, furniture (including outdoor), mirrors, heavy or bulky items which need to be carried by more than one person, e.g. sheds, knives/scissors, paints, glues and products containing these items, food/alcohol/perishables/flowers & plants.

If you order products for delivery to one of our international delivery destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we regret we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law. No VAT will be charged for items dispatched outside the EU. Delivery is charged at cost and is generally calculated by the weight of the parcel. If you think you have been charged VAT in error, please contact our customer services team – call 0300 123 2025 8am - 8pm Mon-Sun or email online.shop@nationaltrust.org.uk

 

What are your terms and conditions?

Please click here for our terms and conditions.

 

Payment

Which forms of payment do you accept?

You can pay for products using a debit card or credit card or via Paypal.

If you placed your order online, payment is taken as soon as your order is placed. If you placed your order over the phone with our customer service team, payment is taken when your order is dispatched. When an order is placed, the funds with which to pay may be allocated from your bank account/credit card to ensure that they are available when the charge is made.

All transactions are taken in pounds sterling (GBP £). If your credit card is in any other currency, the rate of exchange will be that of your card issuer and you may be charged an international fee by them. Payment online is in a secure environment. For more information about card security, please visit our privacy policy.

 

Can I use/redeem my gift card/voucher online?

Unfortunately at this time it is not possible to redeem a gift card/voucher online.

Gift cards can be spent at most National Trust properties (in England, Wales and Northern Ireland), in our shops, cafés and admission points or used towards membership fees. They can also be used for National Trust holiday cottage telephone bookings. Cards can now also be used when staying at the three Historic House Hotels – Hartwell House, Bodysgallen Hall & Middlethorpe Hall. 

 

When will my card be charged?

If you placed your order online, payment is taken as soon as your order is placed. If you placed your order over the phone with our customer service team, payment is taken when your order is dispatched. When an order is placed, the funds with which to pay may be allocated from your bank account/credit card to ensure that they are available when the charge is made.

 

How is VAT charged?

All our orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. Please note that we have no control over these charges and we regret we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. If you have any questions related to customs charges, please contact your local customs office. You must comply with all applicable laws and regulations of the country for which the products are destined.  We will not be liable or responsible if you break any such law. No VAT will be charged for items dispatched outside the EU. If you think you have been charged VAT in error, please contact our friendly customer service team on 0300 123 2025 8am - 8pm (Mon-Sun). Delivery is charged at cost and is generally calculated by the weight of the parcel.

 

Why isn't my voucher code working?

Voucher codes are set to expire after a certain time, so it might be that you're using an outdated code. Most of our vouchers are for a single use and are case sensitive. You are also unable to use more than one on a single order. If you do experience an issue with your voucher code, please contact our friendly customer service team on 0300 123 2025 8am - 8pm (Mon-Sun).

 

I forgot to use my offer code – can I claim it afterwards?

This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is email us at online.shop@nationaltrust.org.uk with the code and your order number. If applicable, we will then refund the amount back to you.

 

Delivery & Returns

What are your delivery charges & how long will it take?

FREE UK DELIVERY ON ORDERS OVER £50

UK Delivery: 3 - 5 working days from £4.95

International Delivery: 7 - 10 working days from £15

For more information please click here.

 

Has my order been dispatched yet?

When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 5 working days, please contact us on online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon-Sun).

What should I do if my order isn't delivered?

If your order has not been delivered within the timescales for your country, please email or call our friendly customer service team at online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon-Sun). Remember to include your order number and your full name within your message as this will help us speed up the search for your order.

 

What should I do if an item is missing from my order?

If an item is missing from your order, please email or call our friendly customer service team at online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon-Sun) and let us know exactly what is wrong with your order. Please remember to include your order number and full name within your message as this will help us speed up the search for your order details.

 

What should I do if I've received a faulty or incorrect item in my order?

Items returned because they are damaged, defective or incorrect:

If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the item and the delivery charges incurred in sending the item to you and pay your reasonable costs of returning it to us.

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 receipt reasonable period of time 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. Please contact our friendly call centre on 0300 123 2025 8am - 8pm (Mon-Sun) who will help guide you through returning your item.
  • 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, please send the incorrect item back to us and ensure you are refunded for it or a replacement is sent. Returns address: National Trust Returns, Belkin House, Shipton Way, Express Business Park, Rushden, Northamptonshire, NN10 6GL.

 

Can I track my order?

We regret that unfortunately we do not have this facility at the moment but we're working on it.

 

Shopping

I've tried using the search box but can't find what I'm looking for?

Check for spelling mistakes, try searching using different words, broaden your search, or contact us on online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon-Sun) and we’ll be happy to help.  

 

I want an item but it's out of stock online, can I find it anywhere else?

We do refresh our online stock so please do click the ‘email me when back in stock’ button on the product and we will send you an email when that product becomes available again. Alternatively, please feel free to contact us to find out if the item you want is going to be re-available online on online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon-Sun) or check out one of our shops.

 

Can you advise if one of your National Trust shops has stock of an item?

Yes we can. Please either contact the shop directly and ask the question. You can find all contact details for shops on the main National Trust website on www.nationaltrust.org.uk

Alternatively, please email Heelis-Retail@nationaltrust.org.uk with details of your query and we will be happy to advise you.

 

What is the balance on my gift card?

There are a number of ways to check:

- At a till when visiting a National Trust place

- Plastic cards only - use website www.showmybalance.com to enter the card number and the card’s PIN number which is found under the scratch off panel.

- Contact Alison Langman, Gift Card Support Co-ordinator at alison.langman@nationaltrust.org.uk

 

I can’t find the guidebook I am looking for on the online shop?

We do try to stock most of our guidebooks online so we are sorry you cannot find the one you are looking for. Please email our Guidebooks team on guidebooks@nationaltrust.org.uk who will be happy to advise.

 

General/Other Enquiries

How do I find or contact my nearest National Trust shop?

To find your nearest National Trust shop, please visit the main National Trust website to find all information on general enquiries, facilities, tickets, memberships and events on www.nationaltrust.org.uk

Alternatively please call our General Enquiries team on 0344 800 1895 9am – 5:30pm weekdays, 9am - 4pm weekends & bank holidays or email enquiries@nationaltrust.org.uk and they will be happy to help

 

How do I become a National Trust supplier?

Please email Heelis-Retail@nationaltrust.org.uk with your enquiry and we will be happy to advise you.

 

Press Enquiries

For all press enquiries please contact Claire Beale, PR Officer on claire.beale@nationaltrust.org.uk

 

Any other questions?

If we haven’t managed to answer your question in the list above, please email us at online.shop@nationaltrust.org.uk or call our online shop customer services team on 0300 123 2025 8am - 8pm (Mon-Sun) and we will be happy to help with your enquiry.