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| What are your last order dates for Christmas 2009? |
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| Our last order date for Christmas delivery in the UK is 18 December (6 December for international orders). |
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| How are you responding to the recent tax changes in the UK? |
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| Every penny of profit from your purchases goes to the V&A. Recent changes in UK tax legislation will allow us to pass on 2p for every £1.00 you spend as an additional benefit to the museum. For this reason, and the limited impact the change would make to our prices if applied, we have decided not to amend prices at present. Your support will be greatly appreciated. |
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| What forms of payment do you accept? |
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| Online, we accept Visa, Visa Delta, Mastercard and Maestro cards. |
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| Will you retain my personal or credit card details? |
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| V&A enterprises will not retain your credit card details after your order has been processed. We will retain your email and postal address details unless you opt out at the time of placing your order. Please refer to our Privacy Policy for further details. |
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| How safe is shopping online with the V&A? |
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| This site uses the Protx payment system. The Protx payment system uses a combination of established and innovative techniques to ensure the security and integrity of all sensitive data. Our internet facing web servers are certified by Verisign, this ensures that no third parties can impersonate Protx to obtain secure information. |
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| How will I know if my order has been placed successfully? |
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| Once your order has been submitted successfully you will receive an automated confirmation email with your order details and a order number. At this point the order is only confirmed, and payment will not have been taken from your card. |
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| When will my payment be processed? |
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| 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 & taking payment. |
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| Can I send orders to a different address? |
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| 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, please fill out the delivery address section when placing your order. If this section is left blank, we will ship to your home address. |
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| How will my order be processed if some of the items are not available? |
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| Items available for pre-order or temporarily out of stock will be despatched separately with no additional charge made for postage & packing. Our policy for Web orders is that payment is taken from your card only when goods are ready for despatch. If you have any queries or to discuss your order, please telephone our customer services team on 020 7942 2696 or email vaeshop@vam.ac.uk . |
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| Do you accept international orders? |
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| Yes we do. All payments will be taken in Pounds Sterling. Please refer to our postage table for shipping costs. |
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| How much do you charge for postage? |
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| All postage charges are based on your total order value and location. Please see our postage and packing page for details. |
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| How long will my order take to arrive? |
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| 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. |
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| How will I know when my order has been sent? |
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| Once your order has been dispatched you will receive an automated email to confirm this. |
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| What if I change my mind or have made a mistake on my web order? |
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| If you have already completed your order please email us as soon as possible so we can amend the order. |
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| What is your online return policy? |
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| The V&A 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: V&A Online Shop V&A Enterprises Limited (Online Shop) 22 Westwood Park Concord Road Acton London W3 0TH Please return it within 28 days of receiving the order. We will issue a refund or replacement at your request, within 28 days of receipt of the returned goods. Please note that for hygiene reasons, earrings for pierced ears cannot be returned. 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. |
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| I have seen an item in your shop but it is not on your website, can I still buy it? |
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| 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. |
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