Returns and Refund Policy

Extended Christmas returns period
We've extended our returns period until 31 January 2021 for all unwanted or unsuitable items bought in November and December 2020.

Please quote your Online Order Reference Number and contact Customer Services with your request.
We cannot accept cancellations by phone. 

  • 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, stating the reason for the return and 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.