Browsing and ordering from the online shop
Whether you're treating yourself or someone else, our online shop makes it easy for you to find something special.
Browse by category, from 'Home & kitchen' to 'Toys, games & activities' or if you know what sort of item you're looking for, just pop it into the search bar that appears on the top of each page.
I've tried using the search box but can't find what I'm looking for?
Check for spelling mistakes, or try using different search words, broaden your search or contact us on firstname.lastname@example.org or call us on 0300 123 2025 8am - 8pm (Mon - Sat) 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 stock regularly but please feel free to contact us to find out if the item you want is going to be re-available online on email@example.com or call 0300 123 2025 8am - 8pm (Mon - Sat), or check 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 or email us. You can find all contact details for shops on the main National Trust website on http://www.nationaltrust.org.uk/features/find-our-shops. Alternatively, please email Heelis-Retail@nationaltrust.org.uk with details of your query and we will be happy to advise you.
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 firstname.lastname@example.org who will be happy to advise.
Placing an order
Once you've found the perfect something on our online shop, just click add to basket (and specify the quantity) and it'll appear as a number in the basket on the top right of your screen). Then you can carry on shopping, or choose to check out straightaway.
If you’d prefer to place an order over the phone, simply call our friendly online shop customer service team on 0300 123 2025 8am - 8pm (Mon - Sat).
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 are 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 customer service team who will be happy to assist you. Please phone 0300 1232025 8am - 8pm (Mon - Sat), or email email@example.com.
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 therefore 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 http://www.nationaltrust.org.uk/features/online-shop-delivery-and-returns for more information).
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 - Saturday), if you need to make this change.
Can I place an international order?
You can place an international order on our website, or by calling us on 0300 123 2025 8am - 8pm (Mon - Sat). 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 - Sat), or email firstname.lastname@example.org
Which forms of payment do you accept?
You can pay for products using a debit card, credit card, via PayPal or gift card. Gift card payment is only available when placing orders online.
When is payment taken?
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.
Can I use/redeem my gift card online?
Yes. Gift cards (either plastic or digital) can be used as all or part-payment for an online order.
Redeeming gift cards via the Online shop is new and there will be gift cards in circulation which state the gift card cannot be used for any online purchases. Card holders are able to redeem online if their gift card has a PIN.
Unfortunately, we are unable to offer payment by gift card for orders placed over the phone.
For more information regarding gift cards, please visit our gift cards page.
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 - Sat). Delivery is charged at cost and is generally calculated by the weight of the parcel.
Why isn't my discount code working?
Discount 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 discount code, please contact our friendly customer service team on 0300 123 2025 8am - 8pm (Mon - Sat).
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 email@example.com with the code and your order number. If applicable, we will then refund the amount back to you.