Refund and Exchange Policy
Returns & Exchanges
We want you to be completely happy with your purchase. If for any reason this is not the case, please return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or process a refund for you. In the case of refunds this will include the outbound delivery cost. Return postage charges are non-refundable unless your returned items are faulty or incorrect.
All refunds will be issued by us within 5 working days of receipt of the returned items, though please be advised that it may take a further seven days for the transaction to be processed and appear in your account. Please see the exceptions section below for further information about items that are excluded from this policy.
During times when the museum is open, you are also welcome to come in to the museum where we would be happy to return your items in house. Please get in touch with us in advance to let us know if you intend to do this. We will require you to fill in the returns form and either send it to us via email or bring a copy along with you on the day. Please be advised that we will be unable to process returns for items purchased online in the museum store if you have not contacted us previously to let us know your plans to do this.
Please note that returns may take longer than usual to process due to the current situation. Thank you for your understanding.
How to return your item(s)
- Complete our returns form
Please complete our returns form, which will be included in your parcel. Simply fill it in and seal it into the package with your returned goods.
- Package and post your return items
Wherever possible, please return the items in their original (or similarly robust) packaging. 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. Returns should be addressed and sent to:
FAO Retail Team
1 Riverside Esplanade,
If you have purchased an item in our physical shop and would like to return it to us via post, please get in touch with us so a member of our team can help you with this.
Contact our retail team
If you need to speak to one of our team about a return, then please send us an email at firstname.lastname@example.org and we will endeavour to get back to you within three working days. Alternatively, please give us a call on 01382 411704, Monday-Friday between 1000-1600.
Please note that due to the ongoing situation, we are operating with a smaller team to ensure the safety of all of our staff, so responses may take a little longer than usual. If nobody is available to take your call, please leave us a message and we will get back to you as soon as we are able to.
If you need to exchange an item for another, please return the original to us with the completed return form, indicating that you are requesting an exchange. Please include on the sheet details of the item that you would like to be sent back to you in its place, such as size/colour. If for any reason we are unable to process an exchange, then we will let you know and you will receive a full refund in accordance with our refund policy.
Faulty or Damaged items
In the rare event that goods are delivered faulty or damaged, then please let us know as soon as possible by contacting our retail team at email@example.com or by calling us on 01382 411704 Monday to Friday, 1000-1600, so that 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.
Unfortunately, for health and safety purposes, the below items are non-refundable and cannot be exchanged unless they are faulty or damaged-
- Perishable or consumable items (food and drink)
- Face coverings
- Earrings for pierced ears
Please note that we have currently suspended orders to international addresses.
We are unable to refund any additional international customs duties and sales taxes that you may have been charged for orders shipped outside of the United Kingdom. If you are returning anything to us from an international address, you must complete a customs declaration when sending the item(s), correctly indicating “returned goods – relief claimed” or similar. You may be required to show documentation to confirm that the goods have previously been exported. You must return the goods in an unaltered state. You remain solely responsible for any customs duties and taxes which you may be required to pay to return the goods.