FAQs

Ordering 

I can’t log in, what should I do?

Please make sure that you are entering the right email address and password combination. If you are unsure which password or email you registered with, please email us shop@royalnavymuseums.org.uk and we can help you.

Alternatively you can use the Forgotten Password link.

Can my order be sent to a different address?

Yes – you can add a different address for delivery when you reach checkout – untick the box to copy the billing address and it will ask you to input your delivery address.

I am unsure if my order has gone through. What can I do?

Once your order has processed you will receive a confirmation  email with an order number – if you have any doubt feel free to email us shop@royalnavymuseums.org.uk

I would like an order urgently – is this possible?

We can sometimes dispatch the same day dependant on the item/quantity ordered – please email us first to check and confirm when you need the order by – shop@royalnavymuseums.org.uk

How long will my order take to arrive?

Please check our delivery and returns tab for all delivery timescales and information.

Products

I have seen a product in one of your shops – but I can’t find it online what can I do?

Some items aren’t on our online shop but pop us an email and we can see what we can do.

I would like to place a large order – how do I know you will have enough stock?

Please contact us shop@royalnavymuseums.org.uk before placing your order and we can confirm stock levels and also expected delivery dates of some stock items.

Refunds & Cancellations

I wish to cancel my order – what should I do?

Please contact us ASAP for us to process this – if your order hasn’t already left us we will refund the full amount.

However if we have already send the order you will need to go through the returns process below – this will mean the postage will not be refunded.

My order is damaged

Whilst we try our best to ensure orders are packed well, if this does happen – please email us shop@royalnavymuseums.org.uk with your order details and an image of the damaged product.

We can then arrange a replacement to be send out to you.

I would like to return my order

Please visit our delivery and returns tab for all information on how to return your order.

If you have any further questions, please email us, where we will be able to help you further - shop@royalnavymuseums.org.uk