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FAQs

How do I track my order?

Click here to log in to your account to track and manage your order(s).

Do we deliver to your address?

We deliver to most postal areas in the UK and overseas. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man, Overseas and BFPO addresses may not always be possible.

Heritage Wine:

It may take longer to deliver to remote areas, including the following post codes: AB, BT, DD 8-11, HS, IV, KA 27-28, KW, PA20-23, 28-29, 31, 34, 41 onwards, PH8, 10, 16, 18 onwards, TR21-25, ZE. We do not deliver wine to the Channel Islands, Isle of Man or any address outside the UK.

Hampers:

Next day delivery options do not apply to the following postcodes: AB31 onwards, BT, HS, IV, KA27-28, KW, PA16 onwards, PH4 onwards, PO30-41 and ZE. We do not deliver hampers to the Channel Islands, Isle of Man, Scilly Isles or any address outside the UK.

What if I’m not in when you deliver?

Deliveries are usually made on Mondays to Fridays between 9am and 5:30pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

When will my products be delivered?

After you have placed your order online, we will send you an order confirmation email with the subject ‘Thank you for your purchase at English Heritage’.

Your delivery date will be subject to the following:-Standard Delivery Applies to UK standard delivery rate only. – you can expect delivery by Royal Mail within 7 working days after placing your order

Next Day Delivery – if an order is placed before midday, you can expect delivery the following working day. Please note a signature is required.

Wine Delivery – delivered by courier, expect delivery between 1-3 working days after placing your order. Please note: We only ship Wines and Ales to the UK mainland only.

Overseas Delivery – expect delivery within 28 days of placing your order

If you have not received this email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please send an email to our customer services team: onlineshop@english-heritage.org.uk or call our dispatch centre: 01761 452966

What if my order has not arrived?

First of all, view your order online. If your order has been despatched and has not arrived within the expected time period, please email our customer services team: onlineshop@english-heritage.org.uk or telephone our dispatch centre: 01761 452966 between 9am and 5pm, Monday to Friday.

What if only part of my order arrives?

If you have ordered more than one item on your order, please bear in mind that products may be sent out using different postal methods, therefore may arrive separately. This mainly applies to items such as wine and hampers. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please contact a member of our customer services team by emailing: onlineshop@english-heritage.org.uk or call our dispatch centre on 01761 452966

How do I use a promotional code?

Add products to your basket in the usual manner then go to checkout. On the screen called ‘Enter payment method’, click on the link called click here if you have a promotional code. Enter your code then click on the Use promotional code. The relevant amount will now be deducted from your total.

Do you offer discounts on corporate or bulk orders?

Please contact our E-Commerce Manager for more information by emailing: onlineshop@english-heritage.org.uk

How do I change my online account information and communication preferences?

If you wish to change or update your online account information (including your email address, password or communication preferences) simply click on Your Orders in the top of the menu bar, then simply enter your email address and password and you will then be able to change the details that you originally gave.

If you would like to subscribe or unsubscribe from our mailing list, then go into Your Orders and click the Your Interests and Promotional Preferences.

Will I get order confirmation?

We will send you a confirmation email detailing the exact order received shortly after your order is placed.

Are all items in English Heritage shops available to buy online?

No. An English Heritage shop may sell a variety of products relevant to the individual site. We try to replicate the general range online, but do not offer the full range of products to ensure ease and speed of use for our customers. There are however, some exclusive online products that are not available from any English Heritage site retail outlets.

How safe is shopping on english-heritage.org.uk?

We realise how important it is to securely store any information that you provide. English-Heritage.org.uk maintains the highest levels of security. Our site used high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

How do I create an English Heritage online account?

You can create an account buy clicking "New Customer? Start here" link, beneath the top-level navigation at the top of the web site. By registering before you order will allow you be to retrieve your details and track your order. You will be asked to set up a password to access your account.

How do I return my online order?

Should you wish to return anything bought from us online, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (maximum of 28 days) and in original, undamaged packaging.* *If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item. Returns can be made by using either Royal Mail or a courier of your choice. However, if you wish to return wine, you must do so via courier collection (full cases only) Returns Address: English Heritage Online Returns Gillards Tridentworks Marsh Lane Temple Cloud Bristol BS39 5AZ. Please note that returns cannot be made via any English Heritage retail outlet or site.

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