Frequently Asked Questions
CANCELLATION AND RETURNS
What forms of payment do you accept?
We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express and UK based Maestro and Solo cards.
Am I required to register before making a purchase?
We aim to make your shopping experience simple and offer the option to checkout as a guest to make placing an order as easy as possible.
If you have further questions concerning this process, please call our Customers Services team on +44 (0)20 7942 2696.
When will my payment be processed?
Payment is taken from your card once your order is placed and you have received your email confirmation.
How will I know if my order has been placed successfully?
Once your order has been submitted successfully you will receive an automated confirmation email with your order details and an order number. At this point the order is only confirmed, and payment will be taken from your card. You can check your Order Status by logging in to 'Your Account'. Please note, if you checked out as a guest, you will not be able to track your order and will only receive email updates regarding your orders.
How much do you charge for postage?
All postage charges are based on your total order value and location. Please see our delivery & returns page for details.
How long will my order take to arrive?
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. For V&A Custom Prints services the delivery times will depend on the contents of your order. Most print orders are dispatched between one and three days after your order was placed. Orders for standard prints and rolled canvasses are normally printed and dispatched within 4 business days, however, due to varying demand you should allow up to 7 working days for your order to be dispatched, especially at peak times such a Christmas. Orders for framed Prints, stretched canvases and framed canvas prints will usually be dispatched within 7 working days but you should allow up to three weeks for delivery.
How will I know when my order has been sent?
Once your order has been dispatched you will receive an automated email to confirm this.
Do you accept international orders?
Yes we do. All payments will be taken in Pounds Sterling. Please refer to our postage table for shipping costs. See the table here.
How do you handle customs fees for International orders?
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.
Can I send orders to a different address?
If you would like to send item(s) to different addresses, please select the multiple destinations option at checkout.
How will my order be processed if some of the items are not available?
We endeavor to ship all orders complete, if for any reason an item is not available we will process and dispatch the remainder of your order. Items available for pre-order or temporarily out of stock will be dispatched separately with no additional charge made for postage and packaging.
If you have any queries or to discuss your order, please telephone our customer service team on +44(0)20 7942 2696 or email firstname.lastname@example.org.
How can I ensure I do not receive any part shipments due to non-availability?
If you do not wish to take any part shipments, please telephone our customer service team on +44 (0)20 7942 2696 or email email@example.com quoting the order number as soon as you place the order.
What if I change my mind or have made a mistake on my web order?
If you have any issues with your order(s) we can arrange a refund, cancellation or exchange. Please contact our Customer Service team on +44 (0)20 7942 2696 or alternatively email firstname.lastname@example.org.
What is your online return policy?
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. There may be a small charge V&A Custom prints and other made-to-order items. For more information on returns please see our delivery & returns page, here.
How do I use promo codes and 3 for 2 offers?
Promotional codes – Please enter your discount code in the field provided on the order checkout page, and click the Apply button. You will see your discount applied in the Order Summary box. Only one discount code can be used per order. For Free delivery on orders over £25, this amount is automatically deducted at checkout.
3 for 2 Offers – Add 3 qualifying products described in the promotion to your Shopping Basket. The value of the lowest price-qualifying item will be deducted on the final order checkout page. The promotion applies to the lowest priced qualifying item.
I have seen an item in your shop but it is not on your website, can I still buy it?
Yes. Unfortunately it is not possible to show all of our products online but please email or phone our customer service team on +44 (0)20 7942 2696 and our team will be happy to help you locate the item from our shop.
I'm a V&A Member, how do I use my discount?
As a V&A Member you are entitled to a 10% discount in the V&A Shops, online and through our customer service department. To purchase any item seen online, please enter your membership number when prompted at checkout.
Alternatively, please e-mail or phone our Customer Service team on +44 (0)20 7942 2696 and have your membership number to hand. Please note that the membership code cannot be used in conjunction with other offer codes.
Does the V&A Shop comply with the Waste Electrical and Electronic Equipment (WEEE) Directive?
As a responsible retailer, the V&A Shop is committed to helping the Government meet its targets under new EU legislation known as The Electrical and Electronic Equipment (WEEE) Directive which is now in force. This is designed to help local authorities, businesses and households make better use of old electrical goods by recycling as much as possible and preventing items which may contain hazardous substances going to landfill.
If you purchased a new battery powered product from our website and want us to dispose of a similar old product for you, please return the old item in person or by post within 28 days of your purchase to the following address.
Victoria and Albert Museum
You will be required to show proof of purchase (i.e. the dispatch note accompanying your order) for the new product. Products which are covered by the WEEE Directive are identifiable by a crossed out wheeled bin symbol which must now be shown on goods placed on the market after 13 August 2005.