FAQs

If you have any problems using the IWM Online Shop the following guide features frequently asked question (FAQS)

Ordering

I am not registered with verified by Visa or Mastercard SecureCode Scheme?

If you are not enrolled with this scheme you can still place orders with us, but you will not benefit from the extra protection against fraud. You will be asked before you complete your order whether you would like to enrol your card with these schemes.

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 Contact Us and we can advise you. Alternatively you can use the Forgotten Password link.

There is also a Login link which will show as Logout if you have successfully logged in to your account. 

If you wish to order without registering an account please use the Guest Checkout Function

Can I send orders to a different address?

Yes. You can register a new delivery address when you get to the Delivery Information Page. The address you use to initially register with us must be the billing address of the card that you are using to pay, but you can add any new delivery addresses prior to purchase.

Similarly, if you are paying by Guest Checkout you can add a different delivery address, just tick the box under Add a Different Delivery Address.

I am not sure my order has been placed, what should I do?

When placing an order you will view a confirmation screen with an order number at the end of the purchase process. You will receive an email to your registered account to confirm your purchase. If you have neither of these please Conrtact Us (Mon-Fri 9am-5pm) excluding public holidays.

How long will it take for my order to be sent?

We aim to have sent your order within 5 working days of receiving your order. We may have to transfer the stock from one of our shops in order to fulfil your order. If this means that we cannot send your order within 5 days we will notify you.  Our Distribution Centre will send out orders Monday to Friday, excluding bank holidays.

I would like my order to arrive within the next few days, will it arrive in time?

Stock can sometimes be sent on the same day of purchase if available in our Distribution Centre. If you require an item urgently please Contact Us for further advice before you place your order.

I would like to order a ticket to IWM and Membership.  Why can’t I use the shop for this transaction along with my shop items?

The IWM Online Shop doesn’t fulfill tickets to IWM or Membership directly, so the shop can’t be used for these types of products.  Please use the links provided which will pop up in a new window to purchase tickets or Membership.

I would like to order a Custom Print.  Why can’t I use the shop for this transaction along with my shop items?

Similarly, IWM Online Shop doesn’t fulfill Custom Prints directly, so the shop can’t be used for these types of products.  These are available through our sister site IWM Prints, Please use the links provided which will pop up in a new window to purchase Custom Prints.

I would like to buy a license for images and film.  Why can’t I use the shop for this transaction along with my shop items?

IWM Online Shop doesn’t license these items, so the shop can’t be used for these types of products.  These are available through our image licensing service. Please use the links provided which will pop up in a new window to purchase Image Licensing.

I would like to order a sustainable clothing product. Why can't I use the main shop for this transaction along with my shop items?

IWM Online Shop doesn’t fulfill sustainable clothing orders directly and has partnered with TeeMill, a company specialising in sustainable clothing to do this for us. Please use the links provided which will pop up in a new window to purchase.

How can I get in touch with TeeMill regarding my purchase or any other queries?

For all customer queries, please use this link https://sustainable-clothing-shop.iwm.org.uk/help/to contact TeeMill directly.

Can I request a refund for my TeeMill purchase at IWM branches?

Unfortunately, IWM branches including IWM London, IWM North, HMS Belfast, IWM Duxford, and Churchill War Rooms cannot process refunds for Teemill orders, these must be directed to TeeMill using the link above.

Ordering from Overseas

Can you deliver to addresses outside the UK?

If you are ordering goods for delivery overseas you will need to pay any import duties and taxes. Such taxes will be payable when the goods reach your parcel’s destination country. The liability for payment of such customs duties rest solely with you or the recipient and the Imperial War Museum has no control over liability for them.

Product Information and Availability

I would like to buy a product but it says it is out of stock, what should I do?

You can order an item that is out of stock.  We will contact you if the item is going to be out of stock longer than 14 days. Alternatively, please Contact Us (Mon-Fri 9am-5pm) for further information about a product.

I have seen a product in one your shops, but not online how can I purchase this product?

We do not have all our products on our website. Please Contact Us (Mon-Fri 9am-5pm) and we will advise you on the best way for you to purchase the item.

I want to buy a DVD and I do not live in Britain. Will the DVD play on my DVD player?

Your Account

I have moved house and the billing address for my card has changed, what should I do?

You can change your billing address by login to your account and then use account settings at the bottom of the homepage.  You can add/edit your Account address by logging into your account.

I have a new email address, what should I do?

You can change your email address by login to your account and then use account settings at the bottom of the homepage.  You can edit your email by logging into your account.

I am a Premium Member of Imperial War Museums, can I receive my 15% discount online?

Refunds and Cancellations

I have changed my mind and wish to cancel my order?

If you wish to change or cancel your order before it has been sent please Contact Us. We will refund the entire purchase including the Postage and Packaging Fee, providing the order has not been sent.

I have received my order but would like to return it?

The Consumer Protection (Distance Selling) Regulations provides the right to cancel an order within 14 working days beginning the day after the goods have been received. Please Contact Us in writing to cancel your order. Goods must be returned within 14 days of cancellation, with their original packaging and stating a reason for the return. Please refer to our Terms and Conditions for further details.

My item has arrived damaged, what should I do next?

We do all we can to make sure that your order has arrived in perfect condition, we are very sorry if your item should arrive damaged. Please Contact Us and we will arrange a replacement, or if appropriate, a full refund.

My card has expired – how do I get my refund?

Unfortunately, we can't issue a refund to any new cards you might have. Due to banking regulations a refund of a payment must be sent to the card from which the payment originated, this is to make sure that the refund goes to the right place. If you have a replacement card for the same account the refund will go into your account automatically.

If your account is closed or you've had a replacement card and the refund still isn't appearing in your account after 15 days, please contact your card issuer. They'll be holding the funds for you and will be able to arrange a transfer to your new account. Unfortunately, we can't reclaim the money and issue the refund to a new card for you.

Offers

I have a discount code, how do I use it?

Cookies and Privacy

Why is the site saying that it uses cookies and what are cookies?

A cookie is a tiny text file that contains some information that may be passed back and forth between your browser (e.g. Internet Explorer, Chrome, Firefox, or Safari). Most websites set them and many cannot function properly without them. The IWM Shop set cookies which are concerned with functionality that is central to the site: searching, logging in, or making a purchase.

Why should I accept cookies on the IWM Shop?