Online shop delivery and returns

• Gift card orders

  Gift cards are sent separately from anything else you may have ordered at the same time and have different delivery charges:

  • Standard 1st class: £2.75

  • Courier service: £9.45

  • Digital gift cards sent by email at no cost

  Please note that gift cards are excluded from all promotions, including free delivery on orders of £60 or more.

• Guidebook and Small Wonder orders

  Standard UK delivery (3–5 working days): £2.50 or free for orders over £60.

• Garden furniture orders

  All garden furniture orders (including large decorative items) are shipped with free UK standard delivery (3-5 working days).

  Please note, we are currently only able to deliver garden furniture to UK mainland addresses. Garden furniture orders placed for non-mainland addresses will be cancelled and a refund issued.

Returns policy

• How to return an item

  If you've bought something from our online shop or one of our on-property shops, and would like to return it, please send it to the below address within 30 days of purchase for a full refund.

  Orders placed between the 26 October–22 December will be eligible for our extended Christmas returns period. All items need to be returned by 31 January.

  Please notify our customer service team when returning items purchased in one of our on-property shops, so we know to expect your return. You can do so by emailing, calling or writing to us by using the contact details at the bottom of this page.

  Please return the item in its original condition and get proof of return postage. If you can, please include the original packing slip to help us identify your order. The National Trust is unable to accept responsibility for items lost or damaged in the post. Please note, the customer is responsible for the cost of returning the items, unless incorrect or faulty.

  If you wish to return your garden furniture order, please contact our customer service team who will arrange a collection. Garden furniture cannot be returned to National Trust property shops and the customer is responsible for the cost of the return collection.

  Returns address:

  National Trust Returns
  MP4
  C/O Whistl Fulfilment Ltd.
  Mansion Close
  Moulton Park Industrial Estate
  Northampton
  NN3 6RU

  We'll process any refunds in line with our standard policy.

  If it’s easier for you, you may also return unopened items to your local property shop. Please ensure you take your receipt with you for a full refund. For online orders you will need to show your dispatch note to shop staff in order for them to process your refund.

  We'll do our best to process your refund as quickly as possible, but there may sometimes be a delay, so we ask for your understanding.

  This policy is in addition to your statutory rights and Consumer Rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our terms and conditions.

  We’re unable to accept returns for the following items:

  • Products that have been personalised for you such as stationery or gifts

  • Perishable goods such as flowers, food or real Christmas trees

  • Sealed audio or video recordings that have been unsealed after you receive them

  • Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity

  • Earrings

  • Gift cards

  Shops at some National Trust locations are operated by other organisations including, Waddesdon Manor, St Michaels Mount, Tatton Park and Porth y Swnt, and aren’t covered by this policy. Please contact these shops directly for their return policy.

  Plant returns can only be made to a National Trust shop.  

Frequently asked questions

• What service do I get with express UK delivery?

  Delivery using this service is only available for mainland UK postcodes. This excludes GY, HS, IM, JE, KW15–17, PA49, PA60–PA75, PA78, PH30, PH41–PH44 and ZE2–ZE3 postcodes.

  This service delivers on weekdays and Saturdays.

  For this 1–2 day service, any orders placed before 2pm on a weekday will be dispatched the same day and delivered the following day. Any orders placed after 2pm on a weekday will be dispatched the following day and delivered on the second day. Any orders placed on a weekend will take 2 days to be delivered. For example:

  • An order placed before 2pm on Monday will be delivered on Tuesday

  • An order placed after 2pm on Monday will be delivered on Wednesday

  • An order placed on Saturday will be delivered on Monday

  • An order placed on Sunday will be delivered on Tuesday

  Certain products are exempt from this service due to size restrictions. This will be noted in the product description and in the checkout.

  This express delivery service is unavailable on the website from 14:00 to 23:59 on Fridays due to longer delivery times. Please use the standard delivery option at this time.

• Do you do international deliveries?

  Unfortunately, we're currently unable to accept any orders for delivery outside the UK. International supporters can still place orders for delivery within the UK.

• What should I do if my order isn't delivered? 

  If your order hasn’t been delivered, please call our customer service team on 0300 123 2025, between 8am–7pm (Monday to Saturday) or email online.shop@nationaltrust.org.uk.

  Remember to include, or have to hand, your order number and your full name as this will help us speed up the search for your order details.

• What should I do if an item is missing from my order? 

  If an item is missing from your order, please contact our customer service team on 0300 123 2025, between 8am–7pm (Monday to Saturday) or email online.shop@nationaltrust.org.uk.

  Please let us know exactly what’s wrong with your order and remember to include, or have to hand, your order number and your full name as this will help us speed up the search for your order details.

• What should I do if I've received a faulty or incorrect item in my order? 

  If the item was damaged in transit, call our customer service centre on 0300 123 2025, between 8am–7pm (Monday to Saturday).

  If the item is defective, call our customer service centre on 0300 123 2025, between 8am–7pm (Monday to Saturday). You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.

  If we sent you an item you did not order, please call our online customer service centre on 0300 123 2025, between 8am–7pm (Monday to Saturday) and we’ll send you a pre-paid postage voucher to return the incorrect item to the address below.

  To ensure the safe return of any items and the appropriate response, please include your delivery note or receipt and let us know why you're returning the item.

  If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return.

  Please note, the customer is responsible for the cost of returning the items unless incorrect or faulty. Please ensure you pack your items carefully and get proof of return postage. The National Trust cannot accept responsibility for any items lost or damaged in the post.

  Returns address:

  National Trust Returns
  MP4
  C/O Whistl Fulfilment Ltd.
  Mansion Close
  Moulton Park Industrial Estate
  Northampton
  NN3 6RU