Refund policy

Order and Delivery

Will I get charged for delivery and where will you dispatch to?

UK delivery is available. A postage charge of £3.50 will apply to all orders. We dispatch orders Monday – Friday, and orders are usually delivered within 3 – 5 working days.  We are not able to offer delivery to locations outside of the UK.

When will my order arrive?

To check the status of your order, please log into “My Account”. Once you are logged in you can then click on the My Orders link and check the status of your order. Alternatively you an contact the National Memorial Arboretum on 01283 245 100 or email shop@thenma.org.uk.

Can I send my order to a different address?

Your delivery address can be different to your home billing address. If the delivery person cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange re-delivery.

Returns and Refunds

Where should I send returns?

All returns should be sent to:

National Memorial Arboretum, Croxall Road, Alrewas, Staffordshire, DE13 7AR

We recommend that you receive a proof of postage from your shipper in case there are any problems in transit. We always aim to process returns as soon as they arrive.

Exchanges and Refunds  - Unwanted items

We want you to be completely satisfied with your purchases from the National Memorial Arboretum. If you are not completely satisfied with any item(s) within your order, please return in its original condition (including all labels, tags and wrapping intact) and with proof of purchase within 60 days of receiving your order and we will refund or exchange your items(s)

For online, telephone and postal orders we will refund postage costs only where a full order has been returned within 60 days.

We are unable to reimburse any postage paid to return individual items, purchased as part of a larger order.

We are unable to offer an exchange or refund on items that are not eligible to be returned, unless faulty. A comprehensive list can be found below.

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of being received.

 

Exchanges and Refunds - Faulty items

If an item you have purchased has developed a fault within 60 days of receiving your order, please return it with proof of purchase and we will refund or exchange your item.

After 60 days, we will offer a replacement item in terms of the Consumer Rights Act 2015.

If an item is being returned due to a fault, please contact the National Memorial Arboretum who will advise of the process to follow.

We are unable to reimburse any postage paid to return individual items, purchased as part of a larger order.

Once we have received the return this will be processed as soon as possible. If a refund has been issued, this should be expected in the same format as the original payment and will be within 14 days of the return being received.

 

Items purchased at the National Memorial Arboretum or show at Physical Trading activities

Where an item(s) has been purchased at the National Memorial Arboretum or at 3rd party tradeshow, the Returns and Refund policy applies.

Please contact a member of the Customer Service team via the details on the Contact Us page for further assistance.

Items that are not eligible for exchange or refund unless faulty

  • Products returned after 60 days.
  • Products not in their original condition (including all labels, tags and wrapping intact). Please note this does not apply to faulty products.
  • DVDs CDs, Vinyl and other media items.
  • Perishable goods with an expiry date.
  • Gift Cards, Virtual Gifts and Donations.
  • Products that include personalisation.
  • Products that cannot be returned for hygiene reasons:
    • Face coverings
    • Pierced Earrings
    • Beauty Products
    • Bedding

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.