Returns and Refund Policy

Our returns period is extended until 31 January 2022 for all unwanted or unsuitable items bought in November and December 2021.

If you wish to return your order please notify us within the 14 day period in writing to Customer Services. Please also include your online order reference number and reason for return. Unfortunately, we cannot accept cancellations by phone.

If you want to exchange an item you can either:

Return it for a refund following the above process. You can then place a new order for your preferred item.

Or:

Notify Customer Services of exchange including your order number, and return the item enclosed with the exchange detail. We will then send out the replacement to you.

  • We recommend the goods are returned by recorded delivery so that you have proof of postage.

  • We cannot accept responsibility for goods lost in transit. 

  • We can only accept returns from the customer that originally purchased the items.

The goods must be returned in their original packaging and including your Online Order Reference Number. Please return to:

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

The goods must be returned to us before we can action a refund. We will not be responsible for the cost of returning the goods to us unless they are faulty or delivered to you in error. A refund of reasonable delivery costs incurred when returning the goods to us will be given in the instance of incorrect, damaged or faulty goods. 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.