Website FAQ's
Placing an order
I am searching for a product that I have seen in the South Kensington Museum Shop but I can't seem to find it online?
A: If you have seen a desired product in the South Kensington Museum Shop, please contact the Museum Shop Customer Services on 0207 942 4499 as not all products are featured online.
I need more information on a product I have seen on your website.
A: Please contact our online shop customer service team by phone on 0151 650 6061 with a product reference, description and details of what further information you require.
How can I pay for my order?
A: We accept all major credit and debit cards except American Express and Diners card.
If I place an order and something is out of stock what happens to the rest of my order?
A: Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock.
If I have placed an order on your site can I amend it later?
A: Once you have received your order number then your order will then enter our system to be processed. If your order has already begun to be processed then you will not be able to amend your order. Therefore amendments may not always be possible.
What shipping options are available to me?
A: We offer next day to UK mainland and standard delivery (delivery within 5 working days) to UK mainland and offshore islands; Isle of Wight, Isle of Man, Scottish offshore isles and Northern Island.
Can I request a timed delivery?
A: Unfortunately we cannot specify a timed delivery; all our parcels are delivered Monday to Friday between 9am and 5pm.
I live overseas; can you deliver to me?
A: Yes, Standard delivery to the EU is available - please allow up to 8 days. We are unable to offer our Saturday delivery service.
EU countries include: Belgium, Luxembourg, Netherlands, France, Germany, Monaco, Austria, Denmark, Finland, Greece, Italy, Portugal, Spain, Sweden, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Bulgaria, Romania, Republic of Ireland.
We regret that we do not currently deliver outside the EU.
If I request next day delivery; when will I receive my order?
A: If you place an order on a week day before midday you will receive your order the next working day. If you place it after midday on a week day you will receive it in two working days. If you place your order on the weekend you will receive it on Tuesday. This is subject to stock availability.
If I request standard delivery; when will I receive my order?
A: If you place your order on a week day before midday you will receive your order within 5 working days. If you place your order on the weekend you will receive it by Friday. Depending on capacity we may elect to upgrade your order for no extra charge and deliver your order early. Should we decide to do that we will send you an email informing you. This is subject to stock availability.
If I place an order on a weekend, when will I receive it?
A: Orders placed over the weekend will be processed on Monday. If you requested next day delivery you will receive it on Tuesday, if you requested standard delivery you will receive it by Friday, subject to stock availability.
Who will deliver my order?
A: All our orders are delivered by Parcel Force. They deliver between 9am to 5pm Monday to Friday and require a signature on delivery.
Can you deliver my order to my work address?
A: Yes, please ensure you enter full details in the delivery field or email our customer services team before we have sent out your order to amend.
After your order has been placed
If I am not at home when the couriers try and deliver my order what happens?
A: If you are not at home then our courier will try to deliver to your next door neighbours and leave a card with you specifying where they left it. If they are unable to deliver then they will leave a card with 3 options
1) You can collect from your local depot
2) You can call to re-arrange another day for delivery
3) You can change the delivery address. Parcel Force will charge £5.50 for delivery to another address or 50p to deliver to a Post Office
What is your returns policy?
A:If you are not entirely satisfied with an item, please return it to us (in its original packaging and with all relevant documentation) within 28 days and we will be happy to exchange it or refund your money. Please note that when returning an item, the parcel is your responsibility until it reaches us. We recommend that you ask your post office for a proof of posting (available free of charge). This guarantee does not affect your statutory rights.
What is your WEEE recycling policy?
A: We are pleased to offer our customers the chance to recycle their old science museum electrical items on a like-for-like basis. To return your items once you've made your purchase, simply send your previous Science Museum items to the below address and we will arrange for this to be recycled. Please note we can only accept returns for like for like items.
WEEE Returns
Science Museum Shop
Exhibition Road,
London
SW7 2DD
We also accept WEEE returns in store, simply present your old Science Museum purchase at the till when buying your new like for like item and we will recycle this for you. If you have any questions or require and further information please contact us on: 0151 650 6061.
I placed my order and received a confirmation email with my order number but I have not received my order yet.
A: Please call our online shop customer service team 0151 650 6061 quoting your order number and they will investigate.
I have received an email with my order's courier's consignment number but I have not received my order yet.
A: Standard delivery parcels are delivered on a 48 hour service. If you have not received your parcel within this time please contact Parcel force on the number provided quoting the consignment number or you can track the parcel online by visiting:www.parcelforce.com and entering your consignment number.
