Online shop delivery and returns

Langsford Baker horse, cart and delivery boy at Cotehele Mill, Cornwall

Date: Thursday 26 March 2020 – Coronavirus latest information

Following the government’s announcement on 23 March 2020 to limit all travel to only essential activities, we’ve made the decision to close our online shop. The safety of our staff and those we work with throughout the supply chain is our priority. 

Any orders placed before 11:30am on 24 March 2020 will be delivered, however there may be a slight delay given the current circumstances. 

Our online shop won’t be open to take any new orders until the government guidance states that it’s safe for businesses to commence normal operating.  

What should I do if my order isn't delivered? 

Please note, due to COVID19 our international carriers are currently experiencing delays, with a number of countries cancelling flights between Europe and the Rest of the World. Countries within the EU are shutting borders and some are or have gone into lockdown.  

This means that almost all international mail and parcels will be delayed regardless of country of destination as many pass through EU borders. 

Therefore, we kindly ask for your patience and understanding at this time. However, if your order hasn’t been delivered within the timescales for your country, please call our customer service team on 0300 123 2025, or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon-Sat) or email online.shop@nationaltrust.org.uk

What should I do if an item is missing from my order? 

If an item is missing from your order, please contact our customer service team on 0300 123 2025 or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon-Sat) or email online.shop@nationaltrust.org.uk 

Please let us know exactly what’s wrong with your order. Remember to include your order number and full name as this will help us speed up the search for your order details. 

Our returns policy 

If you’ve bought something from the online shop or one of our on-property shops, and would like to return it, please keep the item (in its original condition) and contact our customer service team on 0300 123 2025 or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon-Sat). By original condition, we mean unused and in its original packaging with labels. 

The customer service team will be able to process refunds in line with our standard policy. We’ll do our best to ensure prompt payment but there may be a delay, so we kindly ask for your patience and understanding. 

Our standard 30-day returns policy won’t apply at the current time, from 24 March 2020 until our online or on-property shops reopen.  Therefore, if you’d prefer to return an item to our on-property shops, we’ll honour that for a period of 30 days after re-opening.    

This policy is in addition to your statutory rights and consumer rights.  To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our terms and conditions.  

 
We’re unable to accept returns for the following items:  

  • Products that have been personalised for you such as stationery or gifts. 
  • Perishable goods such as flowers, food or real Christmas trees. 
  • Sealed audio or video recordings that have been unsealed after you receive them. 
  • Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity.  
  • Earrings. 
  • Gift cards.

Other terms: 

  • Shops at some National Trust places are operated by other organisations. For example, purchases from; Waddesdon Manor, St Michaels Mount, Tatton Park and Porth y Swnt aren’t covered by this policy. Please contact these shops directly to enquire about their return policy. 
  • Under normal operating conditions, plant returns can only be made to a National Trust shop. Unfortunately, due to the closure of our shops, we’re unable to accept any returns or refunds on plant sales 
  • If you’ve bought something from the online shop or one of our on-property shops, and would like to return it, keep the item (in its original condition) and contact our customer service team on 0300 123 2025 or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon-Sat). Our customer service team is still available to process refunds in line with our standard policy. 
  • Our standard 30-day returns policy won’t apply at the current time, from 24 March 2020 until our online or on-property shops reopen. Therefore, if you’d prefer to return an item to our on-property shops, we’ll honour that for a period of 30 days after re-opening.     
  • This return policy doesn’t affect your statutory rights or limit your remedies in respect of items that are damaged, defective or incorrect. Please see below for details about returning a damaged, defective or incorrect item. 

  

What should I do if I've received a faulty or incorrect item in my order? 

Returning a damaged, defective or incorrect item: 

  • If the item was damaged in transit: call our customer service centre on 0300 123 2025 or +44 300 123 2025 from overseas, 8am - 8pm GMT (Mon - Sat). 
  • If the item is defective: call our customer service centre on 0300 123 2025 or +44 300 123 2025 from overseas, 8am - 8pm GMT (Mon - Sat). You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.  
  • If we sent you an item you did not order (an 'incorrect' item): please call our online customer service centre on 0300 123 2025 or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon - Sat) and we’ll send you a pre-paid postage voucher in order to return the incorrect item to us. 

To ensure the safe return of your items and the correct allocation of the items against your account, please follow the guidelines below: 

  • Include your delivery note or receipt. 
  • Indicate why you’re returning the item. 

If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return. 

Please ensure that any items to be sent back are returned securely. The National Trust cannot be held liable for returned items which do not reach us. 
 
Returns address: 

National Trust Returns 
Belkin House 
Shipton Way 
Express Business Park 
Rushden 
Northants 
NN10 6GL