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. 

When you return goods to us:

Because you have cancelled the contract between us within the fourteen-day cooling-off period described above, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation. In this case, we will refund the price of the goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.

• Because the goods supplied are defective, we will first examine the returned goods in order to assess your entitlement to a refund. 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). We shall have no further liability to you once you have been so refunded or the goods in question have been replaced. If you do not notify National Gallery Global Limited of a defect in any goods, National Gallery Global Limited shall have no liability for any defects and you shall be bound to pay for the goods.
• For any other reason, National Gallery Global Limited will refund the value of the goods supplied or exchange the goods in question, provided that they are returned to National Gallery Global Limited in their original, undamaged packaging within 14 days of delivery. If we find that the goods have not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. If the value of the goods is to be refunded, we will also refund the standard delivery charge made on orders if the goods are returned to us within 14 days of receipt. If the value of the goods is to be refunded but an order is returned to us after 14 days from the day of receipt, then we will refund the delivery charge only if the goods supplied were incorrect. If applicable, National Gallery Global Limited will repay you the value of the goods within 14 days from receipt of the returned goods without any further charge to you except the direct cost of returning the goods.
• Any goods to be returned must be returned, along with their original invoice, to the address specified on the invoice for the goods. Returned goods should be sent by recorded delivery.

Our usual refund policy does not apply to made-to-order goods such as prints and personalised greetings cards, which cannot be returned or exchanged unless faulty. Please visit our Terms and Conditions page for return conditions for Set day delivery products of flowers and wine.

In some cases National Gallery Global Limited may require you to return defective goods to National Gallery Global Limited at its cost.