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National Maritime Museum



Shop Help

If you'd like to ask a question or make a comment on your experience of using nmmshop.com, please contact us through one of the methods below.
 
 
By Email
Click here to complete our online form to send an email to our Customer Service team. We aim to respond to your email within 24 hours of receipt.
 
By Telephone
Call our Customer Service team on +44 (0) 20 8312 6700
(any time between 09:00 -17:00, 7 days a week)
 
By  Fax
Fax us on +44 (0) 20 8312 6753.
   
 
By Post
Write to: Customer Services, NMM Direct, Park Row, Greenwich, London SE10 9NF.  
 
 
 
Website technical problems
If you are experiencing difficulties placing an order, please email us with the details of the problem and we will try to resolve it as quickly as possible.
 
Alternatively you can contact our Customer Service team on + 44 (0) 208 312 6700 to place your order

 
Complaints process for shopping online
If you're not satisfied with the level of service you receive online, please do let us know by contacting us as above. If you are still dissatisfied with our response, then please email our Commercial Development Manager or write to us at:
 
Diana Christou
Commercial Development Manager
NMM Direct
Park Row
Greenwich
London
SE10 9NF
 
Please note:
If you have a complaint about a purchase made in one of our shops, please contact the shop (see section below).
 
We undertake:
  • To deal with your complaint fairly, confidentially and effectively
  • To respond to your complaint within 5 days and provide a likely timescale for resolving it
  • To keep you updated on progress made
 
Contacting our shops
Please contact the Retail team on + 44 (0) 208 312 6549 if you have a question about a purchase in any one of our 3 shops onsite.
 
Should you be dissatisfied with the level of service you receive in any of our shops, please discuss the issue with the Retail Manager. The shop management team is best placed to put matters right for you as quickly as possible.
 
 
  Suzanne McDonough
  Retail Manager
  National Maritime Museum
  Park Row
  Greenwich
  London
  SE10 9NF
 
 
To email the shop with a complaint, comment, or any kind of enquiry, please email shopweb@nmm.ac.uk
 
Visit our shops
Visit one of our 3 shops onsite. Open seven days a week from 10:00 - 17:00
(18:00 during the summer months)
 

Order and returns information


Change or cancel an order
If you wish to change or cancel an order contact our Customer Service team on +44 (0) 20 8312 6700 any time between 9:00 and 17:00, 7 days a week. Although we do not work 24 hours a day, our answer phones do. Call us anytime to leave your details and we will call you back. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure. Click here for more information about returns.


Track your order
To check your order status, just click on the My account link at the top of the page, sign in and then View my orders.
  • Awaiting payment means we are waiting for payment of goods.
  • Awaiting dispatch means your order could be at any point between the warehouse receiving it and dispatching your goods.
  • Complete means your order has left our warehouse.
  • Cancelled means your order has been cancelled either by you or us.
  • Rejected means your order has been rejected by us.
If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone +44 (0) 20 8312 6700 between 9:00 – 17:00, 7 days a week. Although we do not work 24 hours a day our answer phones do. Call us anytime to leave your details and we will call you back.

Your purchase history
To find out more information on your past orders, please click here to sign into your account.

Returns procedure
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.*
 
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Returns can be made through either of these options:

1. Returns via Royal Mail

Please include: order number, stock number, the reason for the return and whether you want a refund or a replacement.
  • Email us at shopweb@nmm.ac.uk we will email you back with instructions for returning by Royal Mail
  • Alternatively you can call us on +44 (0) 20 8312 6700
  • For larger items we can arrange for a courier to come and collect the product you wish to return..
2. Returns via our Museum shops
  • Simply take the dispatch note and the product you wish to return or exchange to the appropriate shop and tell the sales assistant you bought it online.
Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge on orders under £30 if they are returned to us within 7 days of receipt. If an order under £30 is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.


Refund policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
  • The original account no longer exists
  • The original account details have expired 
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on personalised, made-to measure/order or perishable goods (such as food) unless they are faulty: * For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty: pierced jewellery, CD, DVD or other recording media and software.
 
General Information
All products are subject to availability and may be withdrawn at any time, with the exception of print sales, which are produced to order. We reserve the right to change any price before you place an order. Stock availability will be checked once we have received your order. All sizes and measurements are approximate.

Copyright
The information, graphics, artwork, text and images on this website are protected by copyright laws. Should you wish to use any image on your website, or reproduce any image commercially, please contact picturelibrary@nmm.ac.uk
 
Click here for Full Terms & Conditions

 

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