Delivery & Returns

FREE UK delivery on orders over £40

£3.49 UK delivery on orders under £40

£8.95 Europe

£16.95 Rest of the world

FREE collection from Bristol Museum & Art Gallery

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All of our products are available to buy in person at M Shed or Bristol Museum & Art Gallery. If you have any questions about your order, please contact us on museumretail@bristol.gov.uk or 0117 922 3650 (10am-5pm) - we'd be happy to help 😊

When will it arrive?

We aim to post orders the same day as we receive them but this is not always possible. We use various couriers for delivery who cannot guarantee the arrival date but we'd expect you to receive orders within 2 - 5 working days. When we send your order we'll confirm it has been dispatched via email. If you've chosen to collect your order from Bristol Museum & Art Gallery we'll send you an email to let you know when it's ready.

Please note that shipping to some countries outside of the UK may result in import taxes or duty for which payment is the responsibility of you the customer. 

We pack all of our orders with great care and deliver them to our couriers for delivery in the best condition. However orders may sometimes get damaged in transit for which we bear no responsibility, but if you contact us we'll try to resolve any issues. Please pre-warn your pets that your order is not a toy when it arrives through your door!

Packaging

As part of our commitment to the environment, we aim to reduce the amount of paper and cardboard we use. This means that wherever possible, orders will be packaged in a re-used or recycled box with reused bubble wrap or packaging.

Returns and refunds policy

In-store

Your legal rights: In accordance with your legal consumer rights we offer a full refund if an item is faulty, not as described or doesn’t do what it’s supposed to.

Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original till receipt up to 31 days from the date of purchase and we will offer you a full refund or exchange. This does not affect your statutory rights.

In order to accept a refund we:

  • require proof of purchase using the original till receipt
  • Goods must be unused and where possible in the unopened packaging
  • We can accept returns and refunds up to 28 days from the day of purchase
  • Where an item is faulty, not as described or doesn’t do what it is supposed to we can offer an exchange, offer a credit note, or a refund using the original method of payment.
  • We will not refund the cost of return postage unless the products are faulty

Online

In accordance with your legal rights laid out in the Consumer Rights Act 2015 you may cancel an online order within 14 days of purchase. Refunds processed online can take up to 14 days to show in your account.

Are there any products that can’t be returned?

We can’t offer refunds, credit or exchanges, unless faulty or not as described, on food and beverage, jewellery or clothing.