Shipping & Returns

COVID-19: Please note that delivery time for all online orders may take longer than usual, this is due to Royal Mail delivery times taking longer. Please bear with us during this time.

The safety of our customers, staff and volunteers are of the utmost importance to us. Orders are fulfilled on thoroughly cleaned surfaces, by volunteers wearing masks and gloves.

Packaging

To try and reduce the impact on our environment, we reuse packaging materials as much as possible.

UK shipping

We ship parcels once a week on Wednesday afternoons, with the cut off for orders at 9am. This means that if you make a purchase on a Wednesday after this time, it will be shipped the following Wednesday afternoon.

Standard UK orders are sent with Royal Mail 2nd Class. Higher value items are sent via Royal Mail Signed For® 2nd Class delivery.

If you require more urgent shipping, we may be able to help. Please get in touch with us prior to placing your order by email info@visitgunnersbury.org or phoning 020 3961 0280.

International shipping

We currently do not offer international shipping.

Undeliverable / Address not found / Return to Sender

Packages returned to us will be automatically refunded. If a return fee is charged by the courier this may also be deducted from the refunded amount.

Click & Collect

We offer a click & collect service. Collection is available during Gunnersbury Park Museum's opening hours, usually Thursday-Sunday 12-4pm. Open hours are subject to change; please check the website prior to collection to ensure we are open.

Returns

We comply fully with the distance selling regulations and you have 14 days after receiving your goods to let us know you'd like to return any items. 

To be eligible for a return, your item must be unused and in the same condition that you received it. We do not provide return labels or cover the cost of returns.

When returning items, please include the original delivery note that was sent in the package with your order number and state whether you would like a refund or exchange (and what you would like in exchange). 

Please ensure that items are wrapped and packed securely so as to avoid damage in transit. We do not offer refunds or exchanges to items returned damaged.

If an item arrives damaged/faulty to you, or you have received the wrong item, please get in touch with us as soon as possible.

Please contact us by email at info@visitgunnersbury.org, with a photograph to illustrate the problem. Once you have been in touch, we will then give you individual advice on possible returns, replacements and refunds.

Refunds

Once your return is received and inspected, refunds will be issued to the original payment method.