How to return your order 

We hope that you are happy with your purchase. If for any reason you’re not entirely satisfied with your order – whether you have changed your mind or decided, you just don’t like it – we will gladly offer you a refund within 14 days of purchase. Under the Distance Selling Regulations, if you buy merchandise online, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charge but does not include the cost of returning the item.  

If there’s a problem with your item (if we’ve made a mistake, or if your order arrives damaged) please try to let us know immediately by emailing online@nationalgallery.org.uk. If we agree that the goods are defective, you will either be refunded in full (including a refund of the delivery charges for sending the item 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). 

As our custom prints, deck chairs, Heni prints, Epic posters and cushions are made to your specifications, we cannot accept returns or cancellations once payment has been made.  

How to return online products 

If you’d like to return all or part of your order, please send the items back to us at: 

Online Returns  

The National Gallery 

Trafalgar Square  

London  

WC2N 5DN 

Once we’ve received the item with a copy of the invoice, we will process your refund or replacement as quickly as possible. Please make sure you return the item in pristine condition, in its original packaging. 

If you are outside of the UK and wish to return an item, any international customs duties and/or sales taxes paid will not be reimbursed. The National Gallery Shop will not pay customs duty to receive back the returned item(s). 

If you are owed a refund, we will issue this using the same payment details that were used to purchase the items. We aim to process all returns within 5 working days, but the refund could take up to an additional 5 working days to show in your account. Please note this can take longer when the card used is registered to an address outside of the UK.