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Delivery and Returns

Free UK delivery on orders £50 and over.

Free Worldwide delivery on orders £100 and over.

Free Click & Collect, order online and pick up in-store during your visit.

General Shipping Information

We aim to process and dispatch all orders within two working days. Please note that the office and warehouse are closed at the weekends, on all UK public holidays, and Christmas Eve. Once your order has been dispatched, you will receive an automated dispatch confirmation e-mail.

Your order may be sent via Royal Mail or with one of our nominated parcel carriers. Parcels sent using our standard delivery service will not come with tracking information. If you require tracking information then we offer a tracked service with Parcelforce which is charged at a flat rate depending on order destination.

Delivery times vary depending on destination country, and some countries may have longer delivery times than stated here. For more precise international delivery times please contact us.

Delivery charges vary depending on the total value of goods ordered and delivery destination, and can only be refunded in accordance with your legal rights. For further information, click here.

At busy times, particularly before Christmas, please allow additional time for order processing and delivery. Orders received between 23 December and 1 January will not be processed and dispatched until after 3 January. We cannot guarantee delivery times, and postal services may be disrupted due to adverse weather, industrial action, and security restrictions.

Part Shipments

If you have ordered more than one item, on occasion we may need to deliver your order in separate shipments. Regardless of the number of deliveries you receive you will only be charged the shipping cost quoted during checkout. If we do need to deliver your order in separate shipments you will receive more than one shipping notification.

Customs

Some countries may impose import duties on deliveries from the UK. Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

Delivery within the UK

Standard Delivery

We offer free standard delivery on all orders over £50.

Orders under £50 are charged a flat fee of £4.95.

Our standard delivery service will usually be sent via Royal Mail, please note this option does not come with any tracking information.

Usual delivery timescale is 3 business days from the date of dispatch. Please allow up to 14 days for delivery.

Tracked Delivery Service (Parcelforce Next Day)

We also offer a tracked service with Parcelforce which is charged at a flat fee of £7.50.

Delivery is next business day if the order is placed before 1pm Monday to Thursday (excluding public holidays). Orders placed after 1pm on Friday, on Saturday, on Sunday, and on public holidays, will be dispatched the next business day for delivery the following business day (for example, an order placed on Friday at 3pm will be dispatched on Monday for delivery on Tuesday; an order placed at noon on Wednesday will be delivered on Thursday).

You will receive a tracking number in the email confirming shipment of your order. You can track your order by visiting the Parcelforce website.

Delivery within Europe

Standard Delivery

We offer free standard delivery on all orders over £100.

Orders up to £49.99 are charged a fee of £9.95

Orders between £50 and £99.99 are charged a fee of £12.95.

Our standard delivery service means orders will usually be sent via Royal Mail, please note this option does not come with any tracking information.

Usual delivery timescale is 5 to 7 business days from the date of dispatch. Please allow up to 30 days for delivery.

Tracked Delivery Service (Parcelforce Euro Priority)

We also offer a tracked service with Parcelforce which is charged at a flat fee of £25.00.

Orders will be dispatched next business day. Delivery is 2 to 5 days from the date of dispatch.

You will receive a tracking number in the email confirming shipment of your order. You can track your order by visiting the Parcelforce website.

Customs

Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

Delivery within the USA or Canada

Standard Delivery

We offer free standard delivery on all orders over £100.

For orders up to £49.99 we charge a fee of £12.95.

For orders between £50 and £99.99 we charge a fee of £15.95.

Our standard delivery service means orders will usually be sent via Royal Mail, please note this option does not come with any tracking information.

Usual delivery timescale is 7 - 14 days from the date of dispatch. Please allow up to 30 days for delivery. 

Tracked Delivery Service (Global Priority)

We also offer a tracked service with Parcelforce which is charged at a flat fee of £30.00.

Orders will be dispatched next business day. Delivery is 3 to 6 days from the date of dispatch.

You will receive a tracking number in the email confirming shipment of your order. You can track your order by visiting the Parcelforce website.

Customs

Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

Delivery to the Rest of World

Standard Delivery

We offer free standard delivery on all orders over £100.

For orders up to £49.99 we charge a fee of £14.95.

For orders between £50 and £99.99 we charge a fee of £18.95.

Our standard delivery service means parcels will usually be sent via Royal Mail, please note this option does not come with any tracking information.

We are unable to deliver to the following countries: Guatemala, Libya, Somalia, Syria, Venezuela, Yemen.

Usual delivery timescale is 10 - 28 days from the date of dispatch. Please allow up to 35 days for delivery.

Exceptions: Mail to South Africa can take up to 40 days. Mail to Brazil can take up to 45 days. For information on other issues that are affecting international mail services, please check the Royal Mail website. 

Tracked Delivery Service (Global Priority)

We also offer a tracked service with Parcelforce which is charged at a flat fee of £45.00.

Orders will be dispatched next business day. Delivery is 3 to 6 days from the date of dispatch.

You will receive a tracking number in the email confirming shipment of your order. You can track your order by visiting the Parcelforce website.

Customs

Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

Delivery Restrictions

Plant Seeds

Plant seeds can only be delivered within the UK. If ordered for delivery outside the UK, orders will be cancelled and refunded.

Food Items

Foodstuffs, including biscuits, sweets, jams and honey, can only be delivered within the EU. If ordered for delivery outside the EU, orders will be cancelled and refunded.

Other Items

Other prohibited items: Many countries prohibit import of other common items (including books, glassware, ceramics and jewellery) available to purchase on our website, and we cannot provide an exhaustive list here. If you are in doubt about whether your country will allow the import of a particular item, please check here before ordering. If you order any item prohibited for import to your country, it may be returned to us or destroyed by local customs officials.

Click & Collect

Click and Collect is a free, next working day ‘collect in store’ service. Orders will be available for collection from the designated collection point at the main tills of the main shop. For opening hours see here.

Orders placed before midnight will be ready for collection on the next working day (Monday to Friday) from 11am onwards. You will receive a confirmation email to confirm that the order is ready to collect: in the unlikely event that your order will not be ready in time we will contact you. Once orders are ready, they can be collected during shop opening hours Monday to Sunday.

When collecting your order, please ensure you bring a valid photo ID along with a copy of your order. We will accept a printed copy or you can show us a copy of the email confirmation on your phone or tablet.

You will be required to sign for your order on collection. If someone is collecting an order on your behalf they will need to bring your valid photo ID and a copy of your order confirmation.

In the unlikely event the item(s) you ordered is not available; we will contact you as soon as possible within working hours. If you have any concerns regarding your order or require more information on this service, please contact us.

Click and Collect FAQ

What do I need to bring to collect my order?

When collecting your order you will be required to bring a valid photo ID and a copy of your order confirmation. We will accept a printed copy or you can show us a copy of the email confirmation on your phone or tablet.

You will be required to sign for your order on collection.

Can someone else collect on my behalf?

If someone is collecting an order on your behalf they will need to bring your valid photo ID and a copy of your order confirmation.

They will be required to sign for your order on collection.

Where do I collect my order from?

All Click and Collect orders will be available for collection from the collection point at the main tills of the main shop only. For opening hours see here.

How long will it take before I can collect my order?

Orders placed before midnight will be ready for collection on the next working day (Monday to Friday) from 11am onwards. You will receive an email confirming when your order is ready for collection. In the unlikely event the item(s) you ordered is not available, we will contact you as soon as possible within working hours.

We will make every effort to have your goods available for collection within the estimated timescales. However delays are occasionally inevitable during busy periods or due to unforeseen factors or events outside our control, for example extreme weather or last minute closures of the shop. Westminster Abbey Enterprises Ltd shall be under no liability for any delay or failure to make the products available for collection within estimated timescales.

Risk of loss and damage to the goods passes to you on the date when the goods are collected by you. In the event that someone collects the goods on your behalf, risk will pass to you on the date the goods are collected by them. Handing over of Click & Collect orders is at our discretion.

Returns and Cancellation

Amending an Order

To change, cancel or review a recently placed order, please log in to ‘Your Account’. You can only make changes if the item has not dispatched or entered the dispatch process.

Alternatively you can contact us on 020 7654 4921 and one of our advisors will help you. If you amend your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you will be charged the current selling price on the day you amend the order).

Unwanted Products/ Goodwill Refund

For a “goodwill” refund (ie where there is no legal right to a refund or exchange under consumer legislation) you can return any item to us (except personalised items or items unsealed after delivery) for a refund, provided you have proof of purchase. Items must be unused, and returned in the original packaging and in a re-saleable condition, and must be returned within 28 days of receipt of your goods. Goods returned for a ‘goodwill’ refund must be sent at the customer’s own expense; delivery charges will only be refunded in accordance with consumer legislation. This policy does not affect your legal rights under the Consumer Contracts Regulations or other legislation.

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

Faulty Goods

Where the goods supplied are defective, we will first examine the goods to determine if they are defective. If we agree that the goods are defective, you will either be refunded in full (including a refund of standard delivery charges for sending the items to you and the cost incurred by you in returning the item to us) within 14 days of receipt of the returned goods, or we will replace the goods free of charge (in which case we will refund your reasonable costs in returning the goods to us). We shall have no further liability to you once you have been so refunded or the goods in question have been replaced.

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

Cancellation

As a consumer, you have a legal right to cancel a Contract (and receive a refund) if you change your mind or decide for any other reason that you do not want to receive or keep a Product. Please note, this cancellation right does not apply in the case of personalised items and any Products which are unsealed after their delivery.

Your legal right to cancel a Contract starts from the date of the Order Confirmation (the date on which we email you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract is the date 14 days after the day on which you receive the Product or, if the Products are delivered in instalments, 14 days after the day on which you receive the last instalment of the Products ordered.

To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on the Site (see here). If you use this method we will email you to confirm we have received your cancellation. You can also email us at shop@westminster-abbey.org or contact our Customer Services team by telephone on +44 (0)20 7654 4921 or by post to the above address. If you are emailing us or writing to us please include details of your Order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. If you cancel your Contract we will:

(a) refund you the price you paid for the Products. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop;

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer; if you elected express delivery, the additional costs will not be refunded; and

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.

(ii) if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.

We will refund you on the credit card or debit card used by you to pay, or via Paypal.

If a Product has been delivered to you before you decide to cancel your Contract:

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract; and

(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us.

If you have returned the Products to us because your Order was wrong, or if the Products are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable delivery costs you incur in returning the item to us.

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

Model Cancellation Form

To Westminster Abbey Enterprises Limited, The Chapter Office, 20 Dean’s Yard, London, SW1P 3PA, shop@westminster-abbey.org

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate