You should find all the answers you need here, but please do not hesitate to contact us if you have any further questions.  

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What if I forget my password?

From the 'My Account' Login page, select 'Forgot your Password?', then enter your email address and click 'Submit'.

We'll send you an email with a link to reset your password. Simply click on this link and follow the instructions – you’ll have a new password in no time!

Can I come back to my order at a later date?

Yes, so long as you log in to your account before you add items to your shopping bag. If you log out of your account and then back in the items will remain in your bag until either you remove them or you checkout and pay for them.

Please note that adding an item to your bag does not reserve it in our warehouse, and the item may go out of stock before you return to your basket.

How do I log out?

To log out, click the ‘person’ icon, found in the top right-hand corner of every page, then select 'LOG OUT'. Your personal information is removed from the computer.

How do I cancel my order?

Provided your order has not yet been dispatched, we will be happy to cancel your order in full by contacting us at or calling 01283 245 100.

You can find out if your order has been prepared and dispatched by logging into your online account.

How do I make changes to my order?

Unfortunately, once you have placed your order you will be unable to amend it, so you will still receive your order.

Upon receipt you can however return unwanted goods in exchange for another item or a refund, provided the goods are returned unopened and in a resalable condition.

How do I manage the emails I receive?

We'd like all our customers to receive the information they need to make their online shopping experience enjoyable.

We'll automatically send you emails confirming your order, when it is dispatched and any changes you might make to the order or your account details. We'll also contact you in the unlikely event that there's a problem with the delivery of your order.

In addition, we can keep you up-to-date with information about the Arboretum and our special events and activities. If you want to subscribe to our regular email newsletters, just enter your email address into the box at the bottom right corner of the page.

If you no longer want to receive emails from us, you can click the link at the bottom of every email we send you to remove your address from our list.

How much do you charge for delivery?

A charge of £3.50 will apply to all orders. We dispatch orders Monday to Friday, and orders are normally delivered within 3 to 5 working days.

We are not able to ship orders to locations outside of the UK.

Do you deliver to my area?

We deliver to almost all postcodes in the UK. We do not currently offer international delivery.

Do you deliver to British Forces Post Office (BFPO) addresses?

No, we are not able to deliver to BFPO addresses.

Can I send an order to more than one address?

Unfortunately, we are not able to split orders and send them to multiple addresses.

To send items to more than one address, you will need to place separate orders.

What happens if I am out when you deliver?

If you're out when your parcel comes out for delivery, the postal worker will try and find a neighbour or find a safe and secure place to leave your parcel.

If they cannot find a safe place, your parcel will be returned to the depot. They'll leave you a card explaining where your parcel is and what to do next.

If your delivery requires a signature and you're not in, the postal worker will take your parcel to the local sorting office and leave a card at your address explaining what to do next

Where is my order?

To check the status of your order, please log into 'My Account', and click through to your previous order listed under 'Order History'.

Please report any missing orders or items to us within 28 days of placing your order.

Where will my money go?

100% of the profits go directly to the National Memorial Arboretum and will be used to grow and develop our beautiful site, ensuring that we are able to remain the UK’s year-round place to remember, a world class setting that is freely open to all.

How do I place my first order online?

If you know the product code of the item you want you can type this into the search box and find the product straight away. When you find an item you like, click the title or name of the item to see the product in more detail.

If you want to order an item, click the 'Add to bag' button on the item's product page. Once you've added an item to your bag you can 'Checkout Now' or 'View Shopping Bag'.

You can keep searching or browsing until your bag contains all of the items you want to order. You can access the contents of your bag at any time by clicking the 'Shopping Bag' icon at the top of every page of our website.

Once you have completed your selection, take a moment to review all of the items you've placed in your Bag. When you're ready to complete your order click the 'Checkout Now' button. You will be taken to the first page of the order process. Follow the instructions on the page to complete your order.

If you have a Promotion code to apply to the order please enter it in the box provided on the Checkout page

If I prefer to order offline, how do I do this?

It is possible to order products from the National Memorial Arboretum shop by calling 01283 245 100. Lines are open Monday to Saturday, 9am to 4pm. You can also contact us by email at

What forms of payment can I use?

Our online shop accepts most credit or debit cards - Visa, Visa Debit, MasterCard, American Express and Visa Electron cards are all accepted.

How do I take advantage of your special offers?

Simply complete your order online and the special offer price will apply automatically.

Please note that special offer prices quoted on the website apply only to orders completed online.

How do I use a promotion code?

Select and add items to your bag, ensuring that you meet any criteria that apply to the promotion code.

At checkout, enter the promotion code in the 'Promotion code' box and select 'Apply'. You'll need to enter the promotion code to get the discount or special offer on your order. Once you have entered it, you should see the discount applied to your shopping bag total.

What is your Privacy Policy?

You can view our Privacy Policy here.

What is your Returns/Exchanges Policy?

You can view our returns policy here.

When will I get my refund?

You can expect a refund in the same form of payment originally used for purchase within 14 days of receiving your return.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.

How do I check if my product is available?

All items that are out of stock will be indicated as such on our website.