Online shop help centre
All you need to know about buying from our online shop, from searching for a product through to ordering and returns. If you need to get in touch, you'll also find our contact details here.
Date: Wednesday 20 May – Coronavirus latest information
Following the government’s initial easing of lockdown restrictions on Sunday 10 May 2020, we are thrilled to be able to reopen our online shop. We have worked with our supply and distribution partners to ensure that we can reopen, while prioritising the safety of our staff and supply chain colleagues.
It is through your purchases and support that we are able to continue to care for the nature, beauty and history we all miss and have deep affection for.
Thank you for enabling us to care for these places for everyone, for ever.
What safety measures are in place at the distribution centre?
Our distribution providers have implemented a number of steps to ensure the safety of staff and also purchasers, including:
- Wearing gloves and masks (masks only if an individual wants to).
- Requiring staff to remain 2 metres apart.
- Providing hand sanitiser in all common areas and washing facilities.
- Cleaning all common areas thoroughly and four times a day.
- Sanitising shared equipment (e.g. scanners) before the next person uses it.
- Only allowing essential workers on site.
- Introducing gaps between shifts to minimise personal contact.
Can I still accept delivery of parcels?
Yes, people receiving parcels are not deemed at risk of contracting coronavirus (COVID-19) from contact with the parcel according to government guidance.
If the delivery process changes, we will do our best to keep you informed, however the safety of our staff, volunteers, suppliers and third-party agents (such as delivery companies) is our priority.
Should I be concerned about touching an order I have received?
Government guidance states that there is no current evidence to suggest that COVID-19 can be transmitted from packages or parcels. If this position changes, then we will review our process and make changes as necessary.
What if I am self-isolating and do not wish to come into contact with a delivery driver?
The safety of our staff, volunteers, suppliers and third-party agents (such as delivery companies) and the public is our priority.
We have been advised by our couriers they are taking every possible step to ensure contact free deliveries where possible.
Are deliveries running on time?
We're still working on the 3-5 working day delivery time frame for UK deliveries but we're expereincing some delays with couriers, so it may be slightly longer. We will be keeping in regular contact with all organisations in the supply chain and will notify you as soon as possible, if we are unable to fulfil an order.
Unfortunately, we aren’t able to offer international orders at this time. Once air travel restrictions are lifted and delays are minimal, we will start accepting international orders.
Can I still place an order over the phone?
Yes, orders can be placed over the phone by calling 0300 123 2025 between 8am - 5pm (Mon-Fri).
Can I still receive delivery of larger items such as furniture, sheds, greenhouses?
Initial reopening of the online shop will not include items direct from suppliers, including Crane Sheds, Alitex Greenhouses, Avebury, Plum Products and Garden Trading.
If you have any questions in relation to your order, please contact us on 0300 123 2025 between 8am - 5pm (Mon-Fri) or email: email@example.com.
What if I change my mind and want to return an item?
If you have 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 - 5pm GMT (Mon-Fri).
The customer service team will be able to process refunds in line with our standard policy.
We will do our best to ensure prompt refund payment, but there may be a delay, so we ask for your understanding.
Our standard 30 day returns policy applies, however if you would prefer to return an item to our on-property shops, when they reopen, we will honour the refund for a period of 30 days after reopening.
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.
Will the online shop stock all products or will some supplies have been affected?
The online shop will open with all our spring stock and a selection of summer stock which was purchased prior to the Government mandated lockdown on 23 March 2020.
You can email us at: firstname.lastname@example.org Please include your full name and order number if your enquiry relates to an existing order
Get in touch on 0300 123 2025 (local call rates apply) Open 8am - 8pm Monday-Saturday
Write to us
Our address is: The National Trust, PO Box 574, Manvers, Rotherham, S63 3FH