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Frequently Asked Questions
How do I apply a promotion code?
Please enter your promotion code in the field provided on the bag page and click ‘apply’ to see your discount reflected. Only one discount code can be used per order, however you may combine it with Membership discount unless exclusions are stated.
Promotion codes offered by the V&A Shop are valid only for use as part of a purchase made via vam.ac.uk/shop and are not valid instore, unless otherwise stated. They cannot be used against any delivery charges, tickets for exhibitions and events, courses or Membership (unless explicitly stated). If you have any questions about our promotions or require assistance with your order, please contact us.
Which orders qualify for free delivery?
We offer free UK delivery on shop orders £60 and over, and this is automatically applied at checkout. From time to time we may offer free UK delivery on specific products or orders for a limited period: this may require a promotion code to be entered on the "In your bag" page.
How do I use an email sign-up offer?
From time to time, we offer 10% off your first order when you sign up to the V&A Shop mailing list. A discount code valid for one-time use will be sent to you in a confirmation email when you sign up. Please enter this code in the field provided on the "In your bag" page.
I’m a V&A Member, how do I use my discount?
As a V&A Member, you can enjoy discounts and special offers courtesy of the V&A Shop. To use your discount online, log in or create an account. When registering for the first time, use the same email address you used to purchase your Membership. Once you have logged in, you will see Members’ pricing applied to all eligible products. Promotion codes may be used in conjunction with your Membership discount, unless exclusions are stated.
We’re sorry, we are unable to take orders over the telephone. Please contact us if you have any questions regarding placing your online order.
What forms of payment do you accept?
We accept MasterCard, Visa, JCB, American Express, Diners Club and PayPal on all orders. In addition, Direct Debit may be used to pay for Membership.
Am I required to register before making a purchase?
Registering will enable you to login to your account at any time to review the details and status of your order. When purchasing a Membership for your own use this is a required step. For all other transactions, we offer the option to checkout as a guest for those who wish to do so.
When will my payment be processed?
Payment is taken from your card once your order is placed and you have received your email confirmation.
How will I know if my order has been placed successfully?
Once your order has been submitted successfully you will receive an automated confirmation email with your order details and an order number. If you have not received this email, please first check your junk or spam folders. If you still haven’t received an order confirmation, then please contact us. Additionally, you can check your order status by logging into ‘Your Account’. Please note, if you checked out as a guest, you will not be able to track your order and will only receive email updates.
Can I reclaim VAT if I live outside of the UK/EU?
We’re sorry that we can’t deduct VAT when charging for goods either online or in store.
How much do you charge for delivery?
All delivery charges are based on the total order value, combination of products and shipping destination. Please see here for more details. Deliveries outside the UK may be subject to import duties, taxes and delivery charges, which are levied once a shipment reaches your country. These may vary by destination and the V&A Shop is not responsible for paying these charges.
How long will my order take to arrive?
We aim to dispatch V&A Shop goods within two working days of your order being placed (Monday to Friday) and hope to achieve delivery to UK addresses within five days of dispatch. International deliveries can normally be expected to arrive within 14 days of dispatch. Custom prints are made and dispatched separately to other items from the V&A Shop. For more detailed information on dispatch and approximate shipping times for these items please see here.
Please note and take into account that delays may be caused by customs clearance procedures in the UK or your delivery country, which are out of our control.
How will I know when my order has been sent?
Once your order has been dispatched, you will receive an automated email to confirm this. If you have not received this email, please check your spam or junk mail folder.
Do you accept international orders?
Yes we do. All payments will be taken in Pounds Sterling. Please refer to our delivery charges.
How do you handle customs fees for international orders?
Deliveries outside the UK may be subject to import duties, taxes and delivery charges, which are levied once a shipment reaches your country. These may vary by destination, and the V&A Shop is not responsible for these charges.
Can I send orders to multiple addresses?
Unfortunately we do not offer this online, however if you would like to send item(s) to different addresses please contact us.
How will my order be processed if some of the items are not available?
We endeavour to ship all orders complete. If for any reason an item is not available, we will process and dispatch the remainder of your order. Items available for pre-order or temporarily out of stock will be dispatched separately with no additional charge made for postage and packaging. If you do not wish to receive any part shipments, in order to reduce customs fees that may apply in your country, please contact us as soon as you've made an order.
What is a preorder?
“Preorder” refers to an order placed for product(s) that are not yet available for general sale and dispatch, usually because the inventory is still on its way to the retailer. Preordering secures your item(s) in advance, avoiding any rush or competition with other parties when the item is generally released.
When placing a preorder, the same process and information exchange applies, and payment is made at the point of order as usual. There is then an extended period before your items are shipped out, in line with the remaining shipping time into the retailer.
When will my preorder arrive?
An estimated dispatch date will be given at point of sale. Your order will be dispatched as soon as possible from that date, subject to availability. A dispatch email will be sent to you when your items are on the way, and deliveries normally arrive to UK addresses within five days of dispatch.
Please note; dispatch wait times can vary product to product, and are subject to change depending on the progress of individual batches of incoming inventory. In the event a significant change is foreseeable affecting your order, we will be in touch to update you on this.
Can I change my mind about a preorder?
When you place a preorder you will need to pay the full upfront price of your purchase. You may however, cancel your preorder for a full refund at any time before your order has been dispatched. After dispatch, our standard returns policy applies; see Delivery and returns.
Cancellation and returns
What if I change my mind or have made a mistake on my online order?
If you have any issues with your order, please contact us immediately. Please note that Memberships, tickets for exhibitions and bookings for events and courses are non-refundable or transferable.
What is your online return policy?
We hope that you are happy with your purchase, however if you are not, most items are eligible for a full refund when returned within 28 days of receipt. Please return your items to our online returns department in their original condition and packaging and we will be happy to assist you. Some exceptions do apply. You can read our full returns policy here.
Custom prints cannot be returned unless faulty as they are made to order.
Tickets for V&A exhibitions, events and courses are non-refundable. Read more about our terms and conditions here.
V&A Memberships are non-refundable and non-transferable. Read more about our Membership Agreement here.
Sustainability and the V&A Shop
How does the V&A Shop approach sustainability?
As part of the V&A’s commitment to the environment, the V&A shop always aims to source merchandise from reputable and responsible suppliers, favouring those that are ethically and ecologically minded. The V&A shop is proudly championing local industry by working with UK designers and manufacturers where possible, as well as supporting artisans and social enterprises from all over the world. In an effort to reduce waste, your online order will be sent using reused and recyclable materials wherever possible. We also aim to improve our shops’ environmental impact by working with our suppliers to switch to more sustainable materials, such as organic cotton or FSC approved paper, and by reviewing packaging solutions wherever possible. This is a gradual process that we have placed at the very heart of everything we do.
Can I recycle the packaging from my V&A Shop order?
Our paper padded bags are made from 100% recycled paper and can be recycled with mixed paper. Larger orders will be delivered in a re-used or recycled box as part of the V&A’s commitment to the environment, focusing on reducing its paper and cardboard consumption. The ‘green chips’ used in our boxes are 100% biodegradable and fully compostable eco-fill, this can be placed in your household recycling.
Can I recycle the packaging from my Custom Prints order?
Frames are packaged in corrugated cardboard packaging, which as well as having an element of recycled material in it, is 100% recyclable. Unframed prints are shipped in postal tubes, which are manufactured from spiral wound paper and is fully recyclable. The end caps are made from Low Density Polyethylene (LDPE) which can also be recycled by many local authority recycling schemes.
Does the V&A Shop comply with the Waste Electrical and Electronic Equipment (WEEE) Directive?
As a responsible retailer, the V&A Shop is committed to helping the Government meet its targets under new EU legislation known as The Electrical and Electronic Equipment (WEEE) Directive which is now in force. This is designed to help local authorities, businesses and households make better use of old electrical goods by recycling as much as possible and preventing items which may contain hazardous substances going to landfill. If you purchased a new battery powered product from our website and want us to dispose of a similar old product for you, please return the old item in person or by post within 28 days of your purchase to the following address.
Victoria and Albert Museum
You will be required to show proof of purchase (i.e. the dispatch note accompanying your order) for the new product. Products which are covered by the WEEE Directive are identifiable by a crossed out wheeled bin symbol which must now be shown on goods placed on the market after 13 August 2005.