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Frequently Asked Questions

Ordering

Payment

Delivery

Click & Collect

Refunds & Returns

Other

Ordering

How do I make a purchase at the Westminster Abbey online shop?

Ordering from the Westminster Abbey Online Shop is simple and straightforward. If you have a description or product name, you can type this into the search box. Alternatively, you can search the different categories at the top of the page and filter your results on the left of the screen. Once you have found the product you would like, click ‘add to basket’. You can now continue shopping. Hover over the shopping basket icon and select ‘view basket’ to review your chosen products or click the checkout button to enter promotional codes, pay and complete your order.

Do I need an account to place an order?

No, you can checkout as a guest using our simple checkout process.
However, by registering for an account with us you will have access to additional benefits, such as viewing your order history and saving address details.

I’ve forgotten my password for my Westminster Abbey Shop Online Shop Account, what can I do? You can reset your password here.

The product I want is ‘out of stock’, what can I do?

On the product page, enter your email address in the ‘product out of stock subscription’ box, and click subscribe to be notified when the product is back in stock. Alternatively, email us at shop@westminster-abbey.org and we can tell you if the item is due to come back into stock, when delivery is expected, or if the item has been discontinued.

I have seen a product in the shop, but cannot find it online?

Not all of our shop range is listed on our website. However, if you have seen something you would like to order, please e-mail or telephone us: in most cases we will be able to process a telephone order for items only stocked in the shop. We are sorry, but certain items are available for collection only.

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Payment

What payment cards are accepted on the Westminster Abbey Online Shop?

We accept Mastercard, Visa and American Express. You can also pay using PayPal.

I'm having trouble authenticating my card on the 3D Secure checkout, what should I do?

Please follow these guidelines to help with the 3D Secure process

What is a Card Security Code (CSC)?

The CSC (also known as the CVV2 number) is a security measure by banks for transactions where the cardholder is not present. The code can be found on the reverse of most credit and debit cards and is a three digit code on the signature strip. On American Express cards this is four digit code found on the front of the card in the top right corner.

How secure is the payment site?

We have partnered with Sagepay to provide a secure checkout environment. Sagepay uses Internet standard encryption technology (SSL or Secure Socket Layer technology) to encode personal data that you send to us when placing an order through the website.

How do I pay with PayPal?

If you have a PayPal account, simply select ‘PayPal’ as your payment method at checkout. After selecting continue to PayPal’ you will be redirected to the PayPal site, where you will complete the payment using your PayPal account details. Once this is complete you will be directed back to the order confirmation screen.

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Delivery

Which countries does the Westminster Abbey Online Shop deliver to?

We offer delivery to most countries around the world but some exceptions may apply, depending on the type of product and international delivery restrictions. Click here for further details.

How much duty and taxes will I have to pay?

All VAT applicable products are priced inclusive of VAT.If your delivery address is not within the United Kingdom, you may be subject to import duties, taxes and delivery service charges, which are levied once a shipment reaches your country. You will need to pay any additional charges for customs clearance. Please note that customs policies vary widely from country to country and we’d advise you to contact your local customs office for further information. Please be aware that cross-border shipments are subject to opening and inspection by custom authorities.

Can you deliver to an address that is different to my billing address?

Yes. Please enter the shipping address in checkout, or choose the correct shipping address from your address book.

Can I change my delivery address after I have placed an order?

Please contact us immediately at shop@westminster-abbey.org with your order number and the correct delivery address. We will make every effort to change the address before it is dispatched from our warehouse.

What are your delivery charges, and how soon will I receive my order?

Please refer to our delivery and returns page for detailed information.

How will I know you received my order and when payment will be deducted?

After you place an order we will send an email confirmation to say that your order has been received. Payment will be taken immediately.

If I place an order and something is out of stock, what happens to the rest of the order?

We will contact you to ask if you would like the available items sent out immediately, or wait for all items to be dispatched together. We will try to give you an expected date for any out of stock items. If your items are not shipped together because an item is out of stock, you will not pay any additional delivery charges.

What if my goods have not arrived?

If your order does not arrive within the stated delivery times (14 days for UK delivery, 30 days for most other countries, except those listed here), please contact us.

Some of my goods are missing from my parcel, what should I do?

Sometimes we will fulfil part of an order if we are temporarily out of stock of an item, but this will be stated on your delivery note. Sometimes we may need to send goods in more than one parcel, particularly if your order contains heavy or large items. The number of packages dispatched should be stated on your delivery note. In all other cases please contact us.

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Click and Collect

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 business day (Monday to Friday) from 11am onwards. Orders placed after this time will be ready to collect the following business day. 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.

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Refunds and returns

What do I do if my order arrives faulty or damaged?

Please contact us if any items from your order are faulty. We will offer you a replacement item or a full refund. If you are asked to return the goods, please send to Westminster Abbey Enterprises Limited, The Chapter Office, 20 Dean’s Yard, London SW1P 3PA, with a note of your order number and indication of the fault. Once items are received and checked, we will process a refund for the amount paid for the item, the cost of delivery, and the cost of return postage. Please see here for further details.

I‘ve changed my mind, can I return my order?

We would like you to be completely happy with your purchase. You can cancel a recently placed order by logging into My Account (changes can only be made if the order has not entered the dispatch process).Under the Consumer Contracts Regulations you have the legal right to cancel your order within 14 days – please see here for full information. We will also offer a goodwill refund for an extended period of 28 days from the date you place your order, please see here for full information.

How long will it take to receive a refund for returned products?

We aim to process all returns within 5 working days of receipt. Once processed, and if the return meets our refund criteria, a refund will be issued via the original payment method. This can take up to 5 working days to show in your account.

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Other Frequently Asked Questions

I am a member of the Westminster Abbey Association, do I receive a discount online?

At present we are unable to offer discounts to Associates through our online shop. From time to time, you may receive a discount code in your Associate newsletter, which can be used by entering the code at checkout. An Associate discount of 10% is available on most items in the Westminster Abbey Shop, on production of your membership card.

How do I leave a review of my purchase?

We value your opinions and encourage you to write honest reviews about products you’ve bought from us. Your contribution helps us improve our products, you'll help other customers make the right decision, and help us improve our service to you too.

You must be logged in to your account to leave a review. To write a review, find the product you want to review, click on 'Write a review', and rate your product. Please focus on the product you’re reviewing, rather than the price or service provided. Tell us which features or benefits you liked, or what could have worked better. Please be as clear and concise as you can, so your review is easy to understand.

All reviews are subject to moderation. We won't publish reviews containing profanities, personal insults or personal information.

What is a ‘Wish List’?

A Wish List is a way for you to select and track items you like for purchase at a later date. You can browse our online shop and click on the ‘wishlist’ button next to items you like. To use this feature, you need to register for an online account and be logged in to your account. Items from your Wish List can be easily added to your shopping basket. You can also share your Wish List with others, by clicking ‘share Wish List’ and entering the e-mail address of the person you would like to share your list with.

Where do I enter a discount or promotion code?

If you have a valid promotion code, this can be entered at the checkout stage of the order. Only one promotion code can be entered per transaction. All promotions have applicable terms and conditions, which will be described when we publish a promotion.

How do I sign up for news about the Westminster Abbey Online Shop?

You can sign up for news about new product launches, the latest featured ranges and products, and exclusive special offers here. We usually send out a newsletter weekly, and of course you can unsubscribe at any time.

Can I talk to someone about my order/delivery?

Yes, please call us on +44 (0) 020 7654 4920 or +44 (0) 20 7654 4921. The office opening hours are 9am to 5pm (GMT), Monday to Friday: outside of these times please leave a message and we will aim to respond within one working day.

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