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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.

Due to the impact of Coronavirus we have extended our online returns period to 60 days (on orders placed on or after 1st March 2020). If you have already returned an order to us, we are processing refunds as quickly as possible but they are taking slightly longer than usual. Please allow a few more days before contacting us to query you refund.

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.

Returns Address:

English Heritage Online Returns
Gillards
Tridentworks
Marsh Lane
Temple Cloud
Bristol
BS39 5AZ


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 452966, or email them at onlineshop@english-heritage.org.uk. 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.

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