Returns and Exchanges

Our online returns policy

If you wish to return an order, please return it in its original packaging and with your order documents to:

Retail Team
The Postal Museum
15-20 Phoenix Place
London
WC1X 0DA

Your legal rights
When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Our policy

In addition to your legal rights, we allow you to return an order if you have changed your mind within 30 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.

 

In person purchases

If you are a UK customer returning an item purchased in person from The Postal Museum shop(s), please contact our retail team on shop@postalmuseum.org.

For refunds and exchanges, please bring your item and proof of purchase back to the shop it was bought from, so our shop team can process your refund or exchange. If this is not possible, please email us with the reason so we can discuss alternative options.

 

Your legal rights
When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Our policy
In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt within 30 days and we will offer you a refund or exchange.

 

What you can't return (onsite and online):

Please note the following items are non-refundable unless they are delivered to you in a damaged or faulty state, for reasons of hygiene and safety:

• Perishable or edible items (e.g. sweets and other food);
• Sealed items that for health or hygiene reasons cannot be returned once they have been opened, for example earrings.
• Items which have been used, soiled, washed, altered or worn;
• Made to Order Prints and Canvas; and
• Gift wrapping.

If you return goods to us which are not faulty or misdescribed but you have used or damaged, we will reduce your refund to compensate us for the reduced value to the goods. In some cases, because of the way you have treated the product, no refund may be due.

 

Further Information

If you would like further information regarding the products or delivery options, please telephone our customer services team on 03000 300 700 or e-mail shop@postalmuseum.org