Glass Bulldog Soldier

If you wish to return an order, please include your order number and a brief reason for return with the returned items.

All other terms and conditions of our standard returns policy remain applicable.

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

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.

CONTACT CUSTOMER SERVICES

Goods must be returned within 14 days from the date you notify us of cancellation.

We cannot accept responsibility for goods lost in transit. Returns are only accepted from the original purchaser.

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

Returns Address:

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, you are responsible for the return shipping cost and any loss in transit.

UK orders returned in full will receive a full refund, including original delivery and item costs. Refunds are processed within 14 days of receiving the returned goods.

You may also return goods to any of our branches with your Online Order Reference Number. Refunds will be processed within 14 days of the branch receiving the goods.

United States Customers – Please note that if you’re order is returned by DHL to IWM, due to unpaid tariffs, IWM will refund the product(s) returned to us only, and not any postage costs.

Your statutory rights are not affected.

Teemill Items Returns Policy

For items purchased from our sustainable clothing store (https://sustainable-clothing-shop.iwm.org.uk), Teemill operates a separate returns policy.

More information is available here:
https://sustainable-clothing-shop.iwm.org.uk/help/how-do-i-return-my-order/

UK Delivery

• Standard Delivery:
  • £2.99 for orders under £50
  • Free for orders over £50
• Next Day Delivery: £8 (Monday–Friday before 2pm)
  • UK Mainland only (excludes Highlands, Islands, and select postcodes)
  • Not guaranteed for excluded regions or products

International Delivery

• EU & Northern Ireland:
  • Temporarily suspended from 9 December 2024
• Rest of the World:
  • £30–£50 depending on order value
  • Import duties and taxes are the responsibility of the recipient
  • UK VAT is removed at checkout

USA Orders

• Orders over $800 (approximately £600) cannot be shipped
• Tariffs may apply to all orders, especially for goods manufactured in China or Hong Kong
• Couriers will contact you for payment before delivery

Dispatch and Delivery Times

• Orders are dispatched within 1 working day (Monday–Friday) if in stock
• UK: 2–3 working days
• International: 10–21 working days

Courier and Security

• High-value items require in-person delivery
• Couriers may log delivery with a photo
• Contact details may be shared with couriers for tracking and customs purposes

Alcohol Deliveries

• Available in the UK only (excluding Northern Ireland)
• Must be signed for by someone aged 18 or older
• ID may be required (Challenge 25 policy)