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Delivery Information
Delivery Information

UK Delivery We will make every effort to despatch goods within two working days, and hope to achieve delivery to UK addresses within seven days of receipt of your order, provided the goods are in stock. However, from time to time, through circumstances beyond our control, this may not be possible as in the event that an item proves to be very popular due to media coverage or with busy periods like Christmas and stock take. A small number of items may take longer to arrive (please see product description for details). If goods are to be sent to more than one address a delivery charge of:

£3.95 for orders up to the value of £30
£4.95 for orders between £30 and £70
£5.95 for orders between £70 and £120
£7.95 for orders between £120 and £150
£8.95 for orders over £150 will be made for each address.

Please see below for next-day and overseas despatches. Please allow up to 30 days for out of stock items and overseas orders. Orders for delivery to the UK are sent by a variety of services and we aim to achieve a delivery to the customer within 48 hours of despatch. Orders for delivery to other countries are sent by air mail and can normally be expected to arrive within 7 days. However we ask that you allow 14 days from despatch before contacting customer services.

For V&A Custom Prints services the delivery times will depend on the contents of your order. Most print orders are despatched between a day to three days after your order was placed. Orders for standard prints and rolled canvases are normally printed and despatched within 4 business days. Orders for framed prints, stretched canvases and framed canvas prints will usually be despatched within 7 working days but you should allow up to three weeks for delivery.

Made to order products such as personalised prints may take up to 4 weeks for UK delivery and 6 weeks for international. Please be advised that Flower deliveries are restricted to the Mainland of the UK.

Standard Delivery UK orders are despatched on a 48-hr delivery service, for V&A Custom Prints service please see above for despatch times.
Standard service costs £3.95 per order up to the value of £30,
£4.95 per order value between £30 and £70,
£5.95 per order between £70 and £120,
£7.95 per order between £120 and £150,
and £8.95 for orders over £150 for the UK mainland.

Europe Deliveries Any parcels for despatch to European countries, including offshore destinations will cost £12.95 for orders up to the value of £15, with further increases as set out in the table below. Deliveries to all other countries not in Europe will be subject to the costs for Overseas Deliveries, as set out below. The appropriate charge will automatically be added to your order at Check Out when you confirm your delivery address.

Overseas Deliveries Overseas orders will be sent by air. The cost for despatching goods overseas is £19.50 for orders up to the value of £15, with further increases as set out in the table below. The appropriate charge will automatically be added to your order at Check Out when you confirm your delivery address.

There may be local duty and/or taxes payable on goods delivered outside the UK. V&A Enterprises is not responsible for paying these charges.

 

Postage & Packing Charges

Order value

Europe

Overseas

Up to £15

£12.95

£19.50

£15 - £100

£19.50

£28.50

£100 - £200

£35.10

£43.85

£200 +

£44.50

£62.50


Exceptional Delivery Charges Please note: We reserve the right to vary postage charges as necessary on items that are unusually high in weight, volume or value. We will contact customers to agree the required rate prior to shipping.

Part Deliveries If you have ordered more than one item, from time to time due to out of stock items we have to deliver your order in separate shipments. Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you placed your order. All delivery charges will be charged to you on the first order/delivery. Any despatch of a parcel thereafter to complete your order will be free of charge. Please note that V&A Custom Prints products are sent out separately from other items due to their custom nature. You will not be charged twice for delivery.

If you would like further information regarding the products or delivery options, please telephone our Customer Services team on 020 7942 2696. Alternatively email vaeshop@vam.ac.uk.

Order Tracking To track your order, simply log in to 'Your Account' and select Track Packages. Your orders will be listed here along with their despatch and delivery status. To change the particulars of your order without having to contact us click "Go" next to "Open and recently despatched orders" within "Your Account"

You can also cancel, review or change something about the order you placed before it enters the despatch process i.e. as long as it isn't listed as "despatching soon" or "recently despatched". If you have any issues with your orders, you can contact our Customer Services team on 020 7942 2696. Alternatively email vaeshop@vam.ac.uk.

V&A Custom Prints Delivery V&A Custom Prints standard prints and rolled canvases are despatched by first class post for UK orders, and Air Mail for overseas orders. Framed prints, stretched canvases and framed canvas prints are despatched by either special delivery post or by courier. For special delivery and courier deliveries you should specify a delivery address where someone can sign for the delivery.

The delivery times will depend on the contents of your order. Most V&A Custom Prints print orders are despatched between a day to three days after your order was placed. Orders for standard prints and rolled canvases are normally printed and despatched within 4 business days. Orders for framed Prints, stretched canvases and framed canvas prints will usually be despatched within 7 business days but you should allow up to three weeks for delivery.

Returns & Exchanges 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

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.

If you require a different item, please return the original item and contact us or write your request on the paperwork that is sent with the parcel to request a different size/colour and we’ll do our best to get one out to you upon receipt.

Return postage charges are non-refundable unless your order was faulty or incorrect. International customs duties and sales taxes are not refunded for shipments outside the EU. If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).

*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.

In the rare event that goods are delivered faulty or damaged please contact our Customer Services team on +44 (0)20 7942 2696 or email vaeshop@vam.ac.uk so we can arrange a replacement or a refund. 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 or 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.

Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested and depending upon availability.

Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, the V&A Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.

Please note that when returning an item, the parcel is your responsibility until it reaches us. We recommend that you ask your Post Office for a proof of posting (available free of charge). This guarantee does not affect your statutory rights.

If you would like further information regarding the products or delivery options, please telephone our Customer Services team on +44(0)20 7942 2696. Alternatively email vaeshop@vam.ac.uk. Please note our opening hours are Monday to Friday 9:00-17:30 GMT.