Frequently Asked Questions

1. Will I still be able to use my discount code?

Yes. You’ll be able to use your discount code when the online shop reopens. What will happen to my gift card or voucher?

Please keep your gift card or voucher while the online shop is closed. If you’re concerned about its expiry date or whether it will remain valid, please email ehonlineshop@staciuk.com and the team will be happy to help.

2. Will I still be able to buy my favourite products?

Although our product range may change, you’ll still be able to buy many of our best-selling products.

If you have a question about a specific product, please contact ehonlineshop@staciuk.com or speak to a member of our team at your local site, who’ll be happy to help.

3. Can I buy products from the online shop while it’s being updated?

No. The online shop will be closed while it’s being updated.

Many English Heritage sites have their own shops, which may stock the product you’re looking for. Find a site near you.

4. I placed an order before the online shop closed. What happens now?

For an update on an order placed before the closure, including its status or delivery, please email ehonlineshop@staciuk.com with your order number.

5. Can I cancel or change an order placed before the shop closed?

Please email ehonlineshop@staciuk.com as soon as possible with your order number and the change you’d like to make. The team will confirm whether it’s still possible.

6. When will the online shop reopen?

The online shop is expected to reopen in early autumn 2027, giving you plenty of time to get ready for your Christmas shopping.

If you’d like to be among the first to hear about the reopening, sign up to our newsletter.

7. Does the online shop closure affect visits to English Heritage sites?

No. Only the online shop is closing temporarily. You can still use the English Heritage website to plan visits and buy admission tickets as usual.

8. Will international delivery be available on the new website?

We don’t know yet, but we’re looking into it. We’ll update this section when we have more information to share.

9. What should I do if my order hasn’t arrived?

Please email ehonlineshop@staciuk.com with your order number and any tracking or delivery information you’ve received. The team will look into it for you.

10. What should I do if I want to return or exchange my order?

Due to the updates we’re making to the online shop, you’ll have until 1 November 2026 to return your order.

For information about how to return your order, please see our delivery and returns page.

We’re unable to offer exchanges.

11. Can I create an online shop account?

You won’t be able to create an account while the online shop is temporarily closed. You’ll be able to create an account when the shop reopens in early autumn 2027.

12. Will I still receive emails about the shop?

We’ll keep you updated and will be in touch as soon as we have a confirmed reopening date and more information to share.

In the meantime, you can sign up to our English Heritage newsletter to hear about upcoming events, discover fascinating history and get our latest offers.

13. How can I support English Heritage?

There are lots of ways you can help us protect England’s historic places:

Become a member and enjoy unlimited days out at some of the country’s most amazing historic places, along with lots of other benefits.

Make a donation to help protect England’s heritage for generations to come.

Visit one of our historic places and discover some of England’s fascinating history.

14. What if my question isn’t answered here?

Please email ehonlineshop@staciuk.com with your question and any useful details, such as your order number. This will help the team respond as quickly as possible.

15. What’s happening to my data during the closure?

Your data will be securely stored during the closure, and our team will still be able to access it.

If you have any questions about your data, please contact ehonlineshop@staciuk.com and we’ll be happy to help.