Returns and refunds

Returns and Refund Policy

Should you wish to return an order you have made, you will need to include your order number and reason for return when returning items to us.

If you wish to return unwanted goods, you must notify us within 14 days of receiving your order.

Unwanted goods must be returned in perfect new condition, in their original packaging, stating the reason for the return and your Online Order Reference Number.

If you have received damaged or incorrect goods, you must notify us within 30 days of receiving your order.

Please quote your Online Order Reference Number and contact Customer Services with your request.

Please return the goods to us within 14 days from the notice of cancellation date.

  • We cannot accept responsibility for goods lost in transit. 
  • We can only accept returns from the customer that originally purchased the items.

Please enclose your order reference number and the reason for return.

Our returns address is:

Online Shop Returns
IWM Distribution Centre
Imperial War Museum Duxford
Duxford
Cambridgeshire
CB22 4QR

We will normally provide instructions for UK returns. If you choose to return an unwanted order yourself, we will not be responsible for the cost of returning the items nor for any goods lost in transit.

UK orders returned to us in full will receive a full refund that includes both original delivery and item costs.

A refund will be processed within 14 days of IWM Online Shop receiving the goods.

You may also return goods by bringing them, with your Online Order Reference Number, to any of our branches. A refund will be processed within 14 days of the branch receiving the goods.

Your statutory rights are not affected by these terms and conditions.