shop.iwm.org.uk Terms & Conditions

Welcome to the Imperial War Museum Online Shop Terms and Conditions. These terms and conditions apply to the use of this website and by accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below.

If you have any questions relating to these terms and conditions, please contact Customer Services.

Our VAT registration number is GB 731 1782 50.

Product Description

Although we aim to keep the website as up to date as possible, the information including product descriptions, prices and stock availability appearing on this website may not always reflect the position exactly at the moment you place an order.

In exceptional circumstances, part or all of your order may be not be available. In these instances, we will refund you for the item(s) we cannot fulfil, and contact you to confirm our actions.

Prices are in Pounds (£) Sterling, and include tax if applicable. VAT is only applicable to UK orders.

Registration

You will be required to register personal information if you wish to place on order. You agree that the information you have provided is true, accurate, current and complete in all respects.

Credit/debit card authorisation involves a check by your card provider to ensure the details you have used to purchase with shop.iwm.org.uk match the secure details held by the card provider.

If you use our Guest Checkout function, you will still be required to submit information that will enable us to fulfil your order.

Delivery

Delivery charges are based on the value of your order and its destination country.  Current postage charges and delivery information can be found here.

Alcohol

You must be aged 18 or older to buy alcohol.

By placing an order with us online you are confirming you are aged 18 or older and you accept these Terms and Conditions.

Alcohol must be signed for by a person aged 18 or older. If our couriers are in any doubt about the age of the recipient on delivery, they will request some form of ID, such as a driving licence or passport. Our couriers may apply a "Challenge 25 Policy" and so proof of age will be requested if the person receiving the products looks under 25 years old. We reserve the right to cancel the delivery if the age and identity of the recipient is in doubt.

Under the Licensing Act 2003 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, and may be subject to a fine on conviction.

In accepting these Terms and Conditions you agree to provide The Imperial War Museums and The Imperial War Museums Trading Company with truthful and accurate information and act in accordance with them and any legal obligations including the Licensing Act of 2003.

Payment

You can pay for your order by Mastercard, Visa, Solo, Maestro, Delta, Amex or via Paypal. After processing your payment by credit card, the Imperial War Museum online shop does not retain your card details which means you will need to resubmit this information when you place a further order on this website.

When you complete an order and submit your payment details, relevant information is sent to your credit/debit card provider. They will check that the address, postcode, card holder name and CV2 code (the last three digits on the signature strip at the back of your card) match with their records. Your credit/debit card provider will then authorise or reject the transaction based on this check.

In addition, the Imperial War Museum employs a further security check to protect our customers from online fraud where card holders are enrolled with these schemes:

PSD2 and 3-D Secure
     American express safekey

Any cardholder can enrol their cards for Mastercard SecureCodeVerified by Visa and American Express Safekey status through their credit card provider.

Paypal 3D Secure authenticates for Standard Payments. When triggered, you will be prompted by your card issuing bank to complete an additional verification step.

If not enrolled, cardholders can still place orders with the Imperial War Museum online shop, subject to the above authorisation process. Cardholders NOT enrolled in the 3D schemes will not benefit from the additional protection against fraud.

To Change or Cancel an Order Prior to Despatch

If you wish to change or cancel an order prior to your goods being sent please notify us in writing by contacting Customer Services with your Online Order reference and we will endeavour to intercept it before despatch. If you have requested a cancellation and the order has been despatched, you will to follow the returns and refund policy below.

We will refund the total price of the goods including any delivery charges to the original debit/credit card used in the transaction.

We will process the refund within 7 working days following your written notice of cancellation providing the goods have not been dispatched.

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 arrange a collection or 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.

Products we are unable to refund or exchange

We are unable to offer a refund or exchange on the following products unless they are faulty:
•    Perishable goods such as food or drinks
•    Pierced jewellery
•    CDs, DVDs or other recorded media
•    Personalised items and custom-made items

Promotional Codes

Delivery charges, IWM Prints, Membership and Gift Membership are exempt from promotional code discount.

Affiliates

Orders placed by a customer on an affiliate website such as our Custom Print service (www.iwmprints.org.uk) should contact the affiliate site directly regarding ordering queries, payment or customer enquiries.  Should you wish to contact an affiliate site the links will be available on the IWM Online Shop.  Alternatively, please contact us for affiliate information.  IWM Shop accepts no responsibility for purchases from an affiliate site but will review affiliate links should a customer contact IWM Shop regarding any problems with an affiliate site.

Privacy Policy

We respect the privacy of all our customers and website users and take great care with the information we obtain. The personal data we collect from you will be used to fulfil your order as requested. By using this website you consent to us collecting and using personal information about you in accordance with the terms set out in the IWM’s Privacy Policy.

Limitation of Liability

The Imperial War Museum will be responsible for any losses suffered by you if the losses suffered were reasonably foreseeable by either party when the contract for sale was formed. We will not be liable for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable by either party when the contract for sale is formed.

Nothing in this Agreement shall limit the Imperial War Museum's liability for death or personal injury caused by our negligence or breach of duty.

Governing Law

These terms and conditions are governed by English law, you agree to submit to the non-exclusive jurisdiction of the English courts in relation to any disputes arising under or in connection with these terms and conditions or the contract between us.

Amendments

We reserve the right to alter amend add to or remove all or any part of this Policy Statement at any time without notice and any changes to this Policy Statement or any other terms shown on our website apply with immediate effect of being published. By continuing to use this website after any changes are displayed you indicate your acceptance of those changes.