V&A Shop Online

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of the Victoria and Albert Museum, London

FAQ
FAQs
When are the last Christmas post and online order dates? To ensure you receive your orders on time please make sure you order on or before the following dates:
UK: 18th December
Europe: 10th December
Rest of World: 5th December
What forms of payment do you accept? We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express and UK based Maestro and Solo cards.

How do you maintain a secure checkout process and protect my personal or credit card details? We have partnered with Amazon to provide what we feel is the most secure checkout environment available at this time. We are committed to protecting your security and privacy. We know that when you shop online, you want to know that your name, address, credit card details and any other information you give us is kept safe and secure, and we promise to do that. Amazon's complete commitment to customer service means we'll make sure you, and only you, can access your account or view your financial details. Name, email and postal address are only retained by the V&A Shop for the purpose of fulfilling your order. The V&A Shop does not hold any details pertaining to your credit card transactions.
Please refer to our Privacy Policy for further details.

How safe is shopping online with the V&A? Because the V&A Shop Online checkout is now powered by Amazon, you do not have to worry about your privacy, your credit card security, or your personal information when you're shopping. Amazon uses Internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal data that you send to us when placing an order through the website.

Am I required to register before making a purchase?The V&A Shop checkout process is powered by Amazon for additional privacy and security. We have 3 ways to check out: You can sign in with an existing Amazon account or create a new Amazon account. Or, you can sign in or register as a V&A Shop customer. You also have the option of checking out as a guest which does not require registering or signing in for an account.

Your Amazon account information at the V&A Shop will always be the same as your account information at Amazon.co.uk. If you change your password during a visit to our site, then you'll want to remember to use your new password when you log in to your Amazon.co.uk account. You can always make updates by changing your Amazon account information on either site.

If you choose to check out as a guest, you are not required to register or sign in for an account but will have the option to register an account later if you wish. If you register an account, when you return to V&A Shop in future you can use your email address and password to check your order status and you won't need to re-enter your address or credit card information.

To access information about a current or past order, you will need to log in using the credentials associated with the account you used to originally place the order. Please note, if you checked out as a guest, you will not be able to track your order and will only receive email updates regarding your the status of your order.

We have partnered with Amazon so you do not have to worry about your privacy, your credit card security, or your personal information when you're shopping. Amazon’s complete commitment to customer service means we’ll make sure you, and only you, can access your account or view your financial details. Name, email and postal address are only retained by the V&A Shop for the purpose of fulfilling your order. We do not hold any details pertaining to your credit card transactions.

If you have further questions concerning this process, please call our Customers Services team on +44 (0)20 7942 2696.

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 an order number. At this point the order is only confirmed, and payment will not have been taken from your card. You can check your Order Status by logging in to 'Your Account'. Please note, if you checked out as a guest, you will not be able to track your order and will only receive email updates regarding your orders.

When will my payment be processed? Payment is only taken from your card when the order is complete and the goods are ready to be dispatched. If there are any problems with your order we will contact you by email before processing the order and taking payment.

Who will ship my order? Amazon or the V&A Shop Online? Orders placed on the V&A Shop website are fulfilled by our dedicated customer service team. For V&A Custom Prints services your order will dispatched straight from our printer.

Can I send orders to a different address? Of course. If your delivery address differs from your home address, for example if you would like to send something to a friend or have the item delivered to your work address, simply choose the shipping address from your address book and select the corresponding "Ship to this Address" button. Or enter a new shipping address.
If you would like to send item(s) to different addresses, please click on the 'Ship to Multiple Addresses' button and Select a shipping address for each item.

How will my order be processed if some of the items are not available? We endeavor to ship all orders complete, if for any reason an item is not available we will process and dispatch the remainder of your order. Items available for pre-order or temporarily out of stock will be dispatched separately with no additional charge made for postage and packaging. Our policy for online orders is that payment is taken from your card only when goods are ready for dispatch and you will therefore not be charged for an item that we are unable to fulfill. If you have any queries or to discuss your order, please telephone our customer service team on 020 7942 2696 or email vaeshop@vam.ac.uk.

How can I ensure I do not receive any part shipments due to non-availability? If you do not wish to take any part shipments, please telephone our customer service team on 020 7942 2696 or email vaeshop@vam.ac.uk quoting the order number as soon as you place the order.

Do you accept international orders? Yes we do. All payments will be taken in Pounds Sterling. Please refer to our postage table for shipping costs. See the table here.

How much do you charge for postage? All postage charges are based on your total order value and location. Please see our postage and packing page for details. Click here.

How long will my order take to arrive? For UK deliveries please allow five working days from the time you place your order. For European orders, please allow up to 7 working days, for the rest of the world, please allow up to 12 working days. Please bear in mind that items are sometimes delayed in customs, which is beyond our control. For V&A Custom Prints services the delivery times will depend on the contents of your order. Most print orders are dispatched between a day to three days after your order was placed. Orders for standard prints and rolled canvasses are normally printed and dispatched within 4 business days, however, due to varying demand you should allow up to 7 working days for your order to be dispatched, especially at peak times such a Christmas. Orders for framed Prints, stretched canvases and framed canvas prints will usually be dispatched within 7 working days but you should allow up to three weeks for delivery.

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

What if I change my mind or have made a mistake on my web order? To change the particulars of your order without having to contact us, log in to "Your Account" and click "Go" next to "Open and recently dispatched orders". You can cancel, review or change something about the order you placed before it enters the dispatch process i.e. as long as it isn't listed as "dispatching soon" or "recently dispatched". All V&A Custom Prints are reproduced to order. Each order is sent to print 2 hours after being placed. We can often intercept orders after 2 hours have passed, but we can only guarantee a full refund if you contact us within 2 hours of placing your order.
If you have any issues with your orders, you can contact our Customer Service team on 020 7942 2696. Alternatively email vaeshop@vam.ac.uk.

What is your online return policy? We hope that you are happy with your purchase, however if you are not, please return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or give you a refund.

Wherever possible, please return the items in their original (or similarly robust) packaging. You can cancel your order by telephoning +44(0)20 7942 2696 or by email to vaeshop@vam.ac.uk or.

Returns should be sent to:
V&A Online Shop (Returns)
Unit 22 Westwood Park
Concord Road, Acton
London
W3 0TH

You may also return an online order in person to the V&A Shop, Exhibition/Bookshop and Fashion Shop, South Kensington. Please contact us on +44(0)20 7942 2696 and let us know that you would like to return the item in store.

Please return it within 28 days of receiving the order. We will issue a refund or replacement at your request, within 14 days of receipt of the returned goods. For purchases which are Christmas gifts an extra allowance is made so that items can be returned up until Monday 12 January 2015.

*Please note: items excluded from this policy are items that are made to your specifications or clearly personalised such as V&A Custom Prints; perishable or edible items such as flowers or chocolates; eyewear, tights and nail polish; and items which have been sealed where the seal is broken (such as pierced earrings). These items are non-refundable and cannot be exchanged unless they are faulty or damaged.

Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.

V&A Custom Prints damaged in transit should be left in the original packaging enclosed in suitable return packaging. If the goods are not to your satisfaction you may receive a part refund provided the items remain in saleable condition and have not been damaged altered or used in any way. If you decide to return your made-to-order print for any reason, it is unlikely that we could sell it to another at full selling price. We will therefore charge a return fee of up to 20% of the order price. Refunding of any post and packaging costs will be at our discretion.

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 customer's 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.

I have seen an item in your shop but it is not on your website, can I still buy it? Yes. Unfortunately it is not possible to show all of our products online but please email or phone our mail order department on 020 7942 2696 and our team will be happy to help you locate the item from our shop.

I'm a V&A Member, how do I use my discount? As a V&A Member you are entitled to a 10% discount in the V&A Shops, online and through our mail order department. To purchase any item seen online, please enter your membership number when prompted at checkout. Alternatively, please e-mail or phone our Customer Service team on 020 7942 2696 and have your membership number to hand.

I can't find an image in the Custom Prints collection, can I still order it as a Custom Print?Subject to copyright and image availability, the V&A offers custom prints from the Museum's collection. Due to image size constraints and copyright law, there may be images available on Search the Collections that we currently do not offer as Custom Prints. If you would like an image added to the Custom Print collection please email customprints@vam.ac.uk and we will endeavour to make the image available. Fees may apply for photography of Museum objects in order to provide this service.