Help

Call 0207 942 4000 (UK) - Email Us

Please see our Frequently Asked Questions below. For other information, please see the menu on the left.

Seen in the store and not online.

If you wish to purchase an item from the science museum store this can be done by calling our Customer Service team and requesting a mail order. We only offer mail orders within the UK and there is a standard UK delivery charge of £4.95.

Payment methods

We accept all major credit cards and debit cards except Diners Card. Credit or debit card payments will be charge on despatch of the goods. When payment is taken from your card the transaction on your card statement will state "SCMG Enterprises Ltd Shop Online" for orders placed on our website and "SCMG Enterprises Ltd ShopByPhone" for orders placed with our customer service team. We accept cheques made payable to SCMG Enterprises Ltd. Please send your order to Science Museum Shop, Science Museum, Exhibition Road, London SW7 2DD. Please do not send cash through the post.

Problems with payment

Please contact the online customer service team who will be able to assist you further with placing your order.

Call our Customer Service team on 0207 942 4000 (option 3) or alternatively email shop.sciencemuseumonline@sciencemuseum.ac.uk

Goods have not arrived

If your parcel does not arrive within the expected number of days please contact our customer service team on 0207 942 4000 (option 3) or alternatively email shop.sciencemuseumonline@sciencemuseum.ac.uk

Returning Science Museum products not bought from the science museum shop or website

If the item was not purchased from us , you would have to take it back to the original place of purchase for a refund or exchange depending on the policy of the place of purchase and it would be at their discretion.

Delivery and charges

Please click here to be taken to the Delivery section of our site which details all delivery options and charges.

Faulty/damaged goods - Returns

If you wish to return or exchange a product to us for any reason you may do so within 28 days of the date of dispatch. You can return products purchased to our returns centre address listed below. 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.

We regret that very occasionally items develop faults. For items purchased online that have developed a fault, please contact our online customer services department on 0207 942 4000 (option 3) or by email shop.sciencemuseumonline@sciencemuseum.ac.ukto arrange a replacement or to arrange to return the items within six months of receiving them originally.

If your product was purchased from the Science Museum South Kensington store please return it to:

Gift Shop Returns
Science Museum
South Kensington
London
SW7 2DD 

Please ensure your contact details including a contact telephone number and a copy of your receipt are enclosed.

If it has been purchased online please contact our online team who will take you through the returns process for online products as they are not based at this site.

Call our Customer Service team on 0207 942 4000 (option 3) or alternatively email shop.sciencemuseumonline@sciencemuseum.ac.uk

Contacting us

Call our Customer Service team on 0207 942 4000 (option 3) or alternatively email shop.sciencemuseumonline@sciencemuseum.ac.uk

Opening hours

Customer service team opening hours

Monday to Friday (excluding public and bank holidays): 10am - 12pm and 1pm - 5pm

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?

If you have seen a desired product in the South Kensington Museum Shop, please contact the Museum Shop Customer Services on 0207 942 4000 (option 3) as not all products are featured online.

I need more information on a product I have seen on your website.

Please contact our online shop customer service team by phone on 0207 942 4000 (option 3) or email shop.sciencemuseumonline@sciencemuseum.ac.uk with a product reference, description and details of what further information you require.

If I place an order and something is out of stock what happens to the rest of my order?

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?

Once you have placed your order, your order will enter our system to be processed. Unfortunately you cannot amend your order once it has been placed - contact our customer service team on 0207 942 4000 (option 3) or alternatively email shop.sciencemuseumonline@sciencemuseum.ac.uk for help.

Do you offer gift wrap?

Yes we do offer gift wrap and this option will appear when placing an order.

Can I track my order?

Yes your order can be tracked. When your items are despatched, you will receive an email confirmation to say your items are on their way. This email will include a tracking code and weblink which links to the courier’s website where you can locate your order. 

I have received an email with my order's courier's consignment number but I have not received my order yet.

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. 

I placed my order and received a confirmation email with my order number but I have not received my order yet.

Please call our online shop customer service team on 0207 942 4000 (option 3) or email shop.sciencemuseumonline@sciencemuseum.ac.uk quoting your order number and they will investigate. 

Can I request a timed delivery?

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?

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?

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?

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?

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.

Can you deliver my order to my work address?

Yes, please ensure you enter full details in the delivery field. Items delivered using next working day delivery will need to be signed for.

What is your WEEE recycling policy?

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: 0207 942 4000 (option 3) or email shop.sciencemuseumonline@sciencemuseum.ac.uk.