V&A Shop Online

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of the Victoria and Albert Museum, London

Terms and Conditions
Terms and Conditions
PaymentOur checkout is powered by Amazon for your added convenience, security and privacy. You can order and pay online by Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express and UK based Maestro and Solo cards.

Amazon will process your payment card details in order to complete any purchase that you make through the V&A Shop website. When you place an order using your Amazon account or your V&A Shop account, Amazon offer to retain your payment card details for your convenience to save you having to re-enter these details on a future occasion. However, if you prefer that Amazon do not maintain these details, you can go to 'My Account', click on 'Edit or delete a credit card' and delete any card information that Amazon holds about you. If you use the guest checkout to order and don't create an account, your payment details will be deleted after your order and payment is processed.

If you would like order over the phone or use another form of payment than card, please call our Customer Services team on on +44(0)20 7942 2696. Telephone orders are processed by our PCI compliant payment gateway and no records are kept by the V&A Shop.

Product Descriptions and Availability Every care has been taken to ensure accuracy of description, specifications, colour and price of all products. However, these may change due to circumstances beyond our control. We try to display as accurately as possible the colours of our products that appear on the V&A Shop website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate. Sizes are given as a guide only. Please be aware that handmade items are subject to variations in size, colour and shape owing to the unique nature of the product.

All items are offered subject to availability. The information displayed is considered as an invitation, not as a confirmed offer for sale. The contract is confirmed upon supply of goods. Prices include tax, if applicable. Postage and packing is an additional charge, for details please see information on Postage and Packing here.

V&A GuaranteeWe 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.