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Shop FAQ

Frequently asked questions about The British Postal Museum & Archive online shop.

What forms of payment do you accept?

Will you retain my personal or credit card details?

How safe is shopping online with The British Postal Museum & Archive?

When can I order shop items over the phone?

How will I know if my order has been placed successfully?

When will my payment be processed?

Can I use a discount code?

Can I send order to a different address?

Do you accept international orders?

How much do you charge for postage?

How long will my order take to arrive?

How will I know when my order has been sent?

What if I change my mind or have made a mistake on my web order?

What is your online return policy?

Alternative ways to order

Terms and Conditions

What forms of payment do you accept?
We accept Mastercard, Visa, Visa Debit, Delta and Maestro.

Will you retain my personal or credit card details?
The British Postal Museum & Archive will not retain your credit card details after your order has been processed. We will retain your email and postal address details but these will not be used by a third party.

How safe is shopping online with The British Postal Museum & Archive?
Sage Pay is a secure platform used by our shop for processing your online payments. Information entered is fully encrypted and the system is audited by the Payment Card Industry Security Standards Council.

When can I order shop items over the phone?
The shop phone is open from 10am to 5pm Monday through Friday, excluding bank holidays.

How will I know if my order has been placed successfully?
Once your order has been submitted successfully you will receive an automated confirmation email with your order details and a order number.

When will my payment be processed?
Payment is taken at the time of placing an order online.

Can I use a discount code?
Yes. If you have a discount code enter this at check out. But only one code can be used per transaction.

Can I send order to a different address?
Yes. When you place your order you will be asked for a billing address and a delivery address which can be different.

Do you accept international orders?
Yes we do. All payments will be taken in Pounds Sterling. We regret we are currently unable to deliver to the following countries: Belarus, Burma/Myanmar, Democratic Republic of Congo, Eritrea, Federal Republic of Yugoslavia & Serbia, Iran, Iraq, Ivory Coast (Cote D'Ivoire), Lebanon, Syria, Liberia, North Korea, Republic of Guinea, Somalia, Sudan, Zimbabwe, Cuba, Balkans, Libya.

How much do you charge for postage?
£3.50 for UK orders, £6.50 for orders in EU countries and £8.50 for orders to the rest of the world.

How long will my order take to arrive?
For UK deliveries please allow seven working days from the time you place your order. For European orders, please allow up to 10 working days. For the rest of the world, please allow up to 21 working days. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

How will I know when my order has been sent?
Once your order has been dispatched you will receive an e-mail to confirm this.

What if I change my mind or have made a mistake on my web order?
If you have already completed your order please email us as soon as possible so we can amend the order.

What is your online return policy?
The British Postal Museum & Archive want you to be happy with your purchase. If you are unhappy with any item or if it has been damaged in transit, or becomes faulty, please return it in its original packaging and with your order documents to:

Product Sales
The British Postal Museum & Archive
Freeling House
Phoenix Place
London
WC1X 0DL

Please return it within 14 days of receiving the order. We will issue a refund or replacement at your request, within 5 days of receipt of the returned goods. If the item is damaged in transit, was incorrectly supplied, or develops a fault, we will refund the cost of postage, but in all other cases, the cost of returning the item will be at the customers expense. We strongly recommend that when returning items you obtain a proof of posting (free from the post office) as we cannot accept responsibility for any returned items that are lost in the post. This does not affect your statutory rights.

Please note that Virtual Gifts cannot be refunded or replaced.

Alternative ways to order
We would prefer that you place your order online but alternative ways to purchase are:

In person at The British Postal Museum & Archive, Freeling House, Phoenix Place, London, WC1X 0DL
By telephone by calling 020 7239 5500 with the item name, quantity, price and your card details
By post Please include product details, your address and contact phone number and return it to the address above with your cheque payment made payable to Postal Heritage Services Limited.

Terms and Conditions
The prices shown for the goods include VAT and exclude postage and packing. All items are offered subject to availability at the time of ordering.

All items are offered subject to availability at the time of ordering. The British Postal Museum & Archive has taken every care to ensure accuracy of description, specification, colour and price of all products, however, these may change due to circumstances beyond our control. The information displayed is considered as an invitation, not as a confirmed offer.

We accept Mastercard, Visa, Visa Debit, Delta and Maestro.

The British Postal Museum & Archive will not retain your credit card details after your order has been processed. We will retain your email and postal address details but these will not be used by a third party. Sage Pay is a secure platform used by our shop for processing your on-line payments. Information entered is fully encrypted and the system is audited by the Payment Card Industry Security Standards Council.

If you would like further information regarding the products or delivery options, please telephone our customer services team on 020 7239 5500 or e-mail shop@postalheritage.org.uk.