Frequently Asked Questions
Orders
How long does an order take to be delivered?
We aim to deliver all UK orders within 5 working days and international orders within 15 working days.
Can I send my order as a gift?
You can choose the recipient's delivery address when creating your order. We currently do not offer gift messaging.
I would like to cancel my order, what do I do?
To cancel your order please call 0207 747 2885 or email online@nationalgallery.org.uk. Once an order has been dispatched we are unable to cancel it.
Where do you ship to?
See the list of international counties we ship to and more information about our shipping. You can also see information about our shipping to EEA countries restrictions.
Will I receive tracking information?
Yes. You will receive an email from our delivery provider when your order is dispatched.
Do you deliver to PO Boxes or a BFPO address?
Unfortunately not. We do not ship to PO Boxes or BFPO addresses.
When you own and become responsible for the goods
You will own the goods only once we have received payment in full, but we will remain responsible for it until we have delivered it to the specified delivery address, or it has been collected by you or on your behalf.
Right to cancel the contract
If you change your mind, you may cancel the contract between us at any time within 14 days of receiving the goods.
Returns
When you return goods to us:
Our liability to you
We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability:
We are responsible to you for foresee
Loss or damage is foreseeable if it is obvious it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not
Gift cards
How do I redeem my Gift Card?
On the Review and Payments page expand Apply Gift Card section. Enter your gift card in the Apply Discount Code box.
How do I check the balance on my Gift Card?
You can check your balance in Account Information under the Gift Card section in the left hand menu. You can view the total balance by selecting Check status and balance.
I would like to cancel my order, what do I do?
If you want to cancel your order soon after placing it, please call us on 0207 747 2885, if the order has already been dispatched we are unable to cancel this.
Where do you ship to?
We ship within the UK and internationally. For more information and a full list of countries look here. LINK
Will I receive tracking information?
Yes. You will receive an email from our delivery partner upon despatch of your order.
Do you deliver to PO Boxes or a BFPO address?
Unfortunately not. We do not ship to PO Boxes or BFPO addresses.
When you own and become responsible for the goods
You will own the goods only once we have received payment in full, but we will remain responsible for it until we have delivered it to the specified delivery address, or it has been collected by you or on your behalf.
My online account
I'm a Member, how do I get my discount?
To access your Member discount you will need to log in with the same email address as with your Gallery Membership account.
How do I reset my password?
You can reset your password at the Forgot Your Password page.
Are my log in details on the Gallery website the same as the online shop site?
Yes, you only need one account when you visit us and shop online with the National Gallery.
Where do you ship to?
We ship within the UK and internationally. For more information and a full list of countries look here. LINK
Will I receive tracking information?
Yes. You will receive an email from our delivery partner upon despatch of your order.
Do you deliver to PO Boxes or a BFPO address?
Unfortunately not. We do not ship to PO Boxes or BFPO addresses.
When you own and become responsible for the goods
You will own the goods only once we have received payment in full, but we will remain responsible for it until we have delivered it to the specified delivery address, or it has been collected by you or on your behalf.
Custom prints
How many paintings are available?
There are over 400 National Gallery Collection prints available through our online shop. You can customise these prints through our custom print service.
How long do prints take to be delivered?
This varies depending on the delivery destination and the type of print chosen.
An unframed print takes 5-7 working days to be delivered. For a framed print, delivery takes 10-15 working days.
We aim to deliver to international addresses within 21 working days of placing the order.
Are my log in details on the Gallery website the same as the shop site?
Yes, you only need one account when you visit us and shop with the National Gallery.
Where do you ship to?
We ship within the UK and internationally. For more information and a full list of countries look here. LINK
Will I receive tracking information?
Yes. You will receive an email from our delivery partner upon despatch of your order.
Returns
Can I return my order?
You can return an order within 14 days of purchase.
Where do I post my return?
Please post all returns to Online Returns, The National Gallery, Trafalgar Square, London, WC2N 5DN.
How do I return an item I bought in the Gallery shop?
All items bought onsite at a National Gallery shop need to be returned in person to the shop.
Where do you ship to?
We ship within the UK and internationally. For more information and a full list of countries look here. LINK
Will I receive tracking information?
Yes. You will receive an email from our delivery partner upon despatch of your order.
Can't find an answer to your question? Please contact us at online@nationalgallery.org.uk