Online shop delivery and returns

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

UK delivery charges

Free delivery on orders over £50

For orders up to £49.99 
Delivery time: 3 - 5 working days
Standard delivery: £4.95   
Guidebooks/single greeting cards: £2.50 
Touring passes and virtual gifts: free

Our gift cards are sent separately to other products and will have different delivery charges:
Standard 1st class: £1.95
Recorded (signed for) 1st class: £2.95
Courier service: £6.95  

Gift cards are excluded from all promotions including the free delivery on orders over £50 offer.

Digital gift cards sent by email do not incur any delivery charges.

       
International delivery charges

Europe delivery

Destination: Europe
Delivery time: 7-10 working days    
Standard delivery (1 - 5 items): £15 
Large delivery (6 - 10 items): £30 
Extra-large delivery (11+ items): £45
Guidebooks/single greeting cards: £5
Touring passes and virtual gifts: free

Gift cards: unavailable

    
Rest of the world delivery

Destination: rest of the world
Delivery time: 7-10 working days    
Standard delivery (1 - 5 items): £30 
Large delivery (6 - 10 items): £45 
Extra-large delivery (11+ items): £60
Guidebooks/single greeting cards: £7.50
Touring passes and virtual gifts: free  

Gift cards: unavailable 


Delivery countries


UK delivery information

For the National Trust Online Shop the UK includes England, Scotland, Wales, Northern Ireland, Isle of Man, Jersey and Guernsey. We're sorry that we can't deliver orders to BFPO addresses at this current point in time. For deliveries to the Republic of Ireland (ROI), please check our Europe Delivery Rates. Please note we cannot deliver to PO Box numbers.

Europe delivery information

For the National Trust online shop, Europe includes Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Slovakia (Slovak Republic), Slovenia, Spain, Sweden and Switzerland.

If the country you would like to send your order to is not included in the drop down list when you enter your billing/delivery address, please call us on 0300 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun) and we will determine whether we are able to dispatch it to you. Please note we cannot deliver to PO Box numbers.

Rest of the world delivery information

For the National Trust online shop, the rest of the world (ROW) includes Argentina, Australia, Bermuda, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, China, Egypt, Falkland Islands (Malvinas), Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kenya, Malaysia, Mauritius, Moldova (Republic of), Monaco, Morocco, New Zealand, Singapore, South Africa, Sri Lanka, Taiwan, Tunisia, Turkey, UAE, USA and Uruguay.

If the country you would like to send your order to is not included in the drop down list when you enter your billing/delivery address, please call us on 0300 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun) and we will determine whether we are able to dispatch it to you. Please note we cannot deliver to PO Box numbers.

Touring passes and virtual gifts

Touring passes and virtual gifts do not incur a delivery cost.

Touring passes will be sent via email within 24 hours of placing the order.

Has my order been dispatched yet?

When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 5 working days, please contact us on online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun).

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

If your order has not been delivered within the timescales for your country, please email or call our friendly customer service team at online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun). Remember to include your order number and your full name within your message as this will help us speed up the search for your order.

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

If an item is missing from your order, please email or call our friendly customer service team at online.shop@nationaltrust.org.uk or 0300 123 2025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun) and let us know exactly what is wrong with your order. Please remember to include your order number and full name within your message as this will help us speed up the search for your order details.

Our Christmas returns policy

We’re extending our usual returns policy (below) for the festive season. You can return any gift you buy between the 31st October – 24th December up until 31st January if it’s unwanted or unsuitable.

Our returns policy

We hope you will be delighted with your purchase. However if you change your mind, please return it to one of our National Trust shops or via our online customer service centre in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 30 days of receiving your order. By original condition, we mean unused and in its original packaging with labels. 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.

How to return an item:

Returns may be made to National Trust shops or via our online customer service centre. If returning to our online shop within 30 days of receiving your order, please call us on 0300 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun) or email online.shop@nationaltrust.org.uk and we’ll send you a pre-paid postage voucher in order to return to us.

Once returned, where possible we’ll refund using the same payment method as was used to purchase the item(s).  If you return your item to a National Trust shop, we’ll process your refund immediately. It can take up to 5 days for the bank to transfer the funds to you. If you return an item to our online customer service centre, we will contact you in order to process your refund. It can take up to 21 days to process from your returning the item to receiving your refund.

If you return your item to a National Trust shop and you’d like a refund but don’t have your receipt or delivery note, we'll give you a gift card to the value of the current selling price.

Our 30 day return policy includes items you've purchased in our sale or while on promotion.


Are there any products that can’t be returned?

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Products which have been personalised for you, such as stationery or gifts
  • Perishable goods such as flowers, food or real Christmas trees
  • Sealed audio or sealed video recordings, once these products are 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 properties are operated by other organisations. For example purchases from; Waddesdon Manor, St Michaels Mount, Tatton Park and Porth y Swnt are not covered by this policy. Please contact these shops directly to enquire about their return policy.
  • Plant returns can only be made to a National Trust shop, unfortunately we are not able to accept these returns through our customer contact centre.
  • For online or telephone returns we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the delivery cost of the returned items.
  • Please note that our 30-day returns policy is subject to certain terms and conditions set out in clause 9 of our terms and conditions. Please read the terms and conditions carefully before cancelling your order or returning your items.
  • This 30-day returns policy does not 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 online customer service centre on 0300 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun). You may be required to return the item to us via our National Trust shops or online customer service centre for exchange or refund. 
  • If the item is defective: call our online customer service centre on 0300 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun). You may be required to return the item to us via our National Trust shops or online customer service centre. 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 1232025 8am - 8pm (Mon - Sat), 9am - 6pm (Sun) and we’ll send you a pre-paid postage voucher in order to return to us.

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

  • Please include your delivery note or receipt.
  • Please indicate why you are 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