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 i.e. 'Home & kitchen' or 'Toys, games & activities', or if you know the item you're looking for, type 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, broaden the search by using different search words or contact us via email@example.com or call 0300 123 2025 8am - 7pm (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 you're welcome to contact us to find out if the item you want is going to be available again, via firstname.lastname@example.org or call 0300 123 2025 8am - 7pm (Mon - Sat).
When will your shops reopen?
For the most up-to-date information on which of our shops are open, please check the specific property pages.
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 can't find the one you are looking for. Please email our Guidebooks team on email@example.com who will be happy to advise.
Placing an order
Once you've found the perfect something 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, call our online shop customer service team on 0300 123 2025 8am - 7pm (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. This will be followed by an email confirming that your order has been placed. You will also recieve an email when your order is dispatched.
If you don't receive an email confirming your order please call our customer service team on 0300 1232025 8am - 7pm (Mon - Sat), or email firstname.lastname@example.org.
In the unlikely event that an order will be delayed we will email you. Due to high order volumes combined with socially distanced working, please allow 10 days for delivery.
Can I add items, change or cancel my order?
Once an order has been placed, we process it as soon as possible so that you receive your order quickly, therefore it is not possible to make changes. However, you can return any unwanted items for a refund (please see our returns page for more information).
If you want to add items, please place another order within 24 hours of your original order, and contact us with both order numbers, and we'll refund the additional delivery charge. Please call us on 0300 123 2025 8am - 7pm (Mon - Sat).
Can I place an international order?
Unfortunately we are unable to accept any orders for delivery outside the UK at the present time. International supporters are still able to place orders for delivery within the UK.
Which forms of payment do you accept?
We accept debit card, credit card, PayPal and National Trust gift cards. Gift card payment is only available when placing orders online.
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 customer service team on 0300 123 2025 8am - 7pm (Mon - Sat). Delivery is charged at cost and is generally calculated by the weight of the parcel.
When is payment taken?
For orders placed online, payment is taken immediately. For orders placed over the phone 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 physical or digital) can be used as all, or part-payment, for an online order.
There will be some gift cards in circulation which state that it cannot be used for any online purchase. However, if the gift card has a PIN it can be used as payment for online purchases.
Unfortunately, we are unable to take payment by gift card for orders placed over the phone.
For more information regarding gift cards, please visit our gift cards page.
How do I spend my gift card in the online shop?
When ready to pay for items in your basket click Proceed to Checkout.
- Complete the Delivery Details section
- In the Payment Details section tick Our Agreement and payment options will show, including gift card
- Click the downward pointing arrow next to Apply Gift Card which will reveal the spaces to enter the details of your card
- Enter the 16 digit gift card number, without any spaces or dashes
- Enter the 8 digit PIN (found under the silver scratch off panel) in the box below
- Click Apply and you will see the gift card amount added to the Order Summary on the right
- Complete your purchase by continuing to pay any balance remaining
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. Only one dicscount code can be used per order. If you do experience an issue with your discount code, please contact our customer service team on 0300 123 2025 8am - 7pm (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.