Returns and Refunds
Online Shop Returns Policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product in full. Returns should be made within a reasonable time (maximum of 30 days) and that good care has been taken.
Returns can be made by using either Royal Mail or a courier of your choice.
Please click here for the RETURNS FORM. Please print out and fill in the details. You will require Adobe Acrobat to view the file.
English Heritage Online Returns
Oline shop returns cannot be made via any English Heritage retail outlet or site. For your own protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights.
Please note: If you have purchased an item at an English Heritage retail outlet and would like a refund, this can be processed in store only. Please do not use the above process.
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on perishable goods such as food and plants unless they are faulty. For reasons of hygiene and safety, we cannot refund or exchange the following: personal grooming products, cosmetics, pierced jewellery, CD, DVD or videos.
We will refund you the full delivery charge when a product is returned as faulty or damaged, but not when a product is simply unwanted.
Supplier Delivered Items
Products delivered direct by our approved suppliers are non-refundable unless faulty. If there is an issue with the product please contact the English Heritage online shop customer service team on 01761 752966, or email them at firstname.lastname@example.org. Please quote your order number and we will contact the supplier on your behalf.
How long will it take to receive a refund from returned products?
The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. This will usually reach your account within 7 working days. Timing will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.