FAQs

Ordering

If you are not enrolled with this scheme you can still place orders with us, but you will not benefit from the extra protection against fraud. You will be asked before you complete your order whether you would like to enrol your card with these schemes.

Please make sure that you are entering the right email address and password combination and that they are not case sensitive. If you are unsure which password or email you registered with, please call us on 0207 091 3119 (Mon-Fri 9am-5pm) or email [email protected] and we can advise you.

If you are a first time buyer, please make sure that you have registered your email and address details otherwise you will not be able to log in. You can do so by clicking on the Register tab at the top of the screen.

Make sure that you have logged out properly before logging in by clicking on the log out tab at the bottom of the left hand side of the home page.

Yes. You can register a new delivery address when you get to the Delivery Information Page in the transaction process. The address you use to initially register with us must be the billing address of the card that you are using to pay, but you can add subsequent new delivery addresses prior to purchase.

When placing an order you should view a confirmation screen with an order number at the end of the purchase process. You should also receive an email to your registered account to confirm your purchase. If you have see neither of these please contact the shop on [email protected] or call 0207 091 3119 (Mon-Fri 9am-5pm)

Ensure you have clicked the button "Submit Order" at the end of the transaction process otherwise your order will not be placed.

Please call 0207 091 3119 (Mon-Fri 9am-5pm) for further advice.

We aim to have your order despatched within 5 days of receiving your order. We may have to transfer the stock from one of our branches in order to fulfill your order. If this means that we cannot despatch your order within 5 days we will notify you.

Some stock can be despatched on the same day of purchase. Please email [email protected] or call 0207 091 3119 (Mon-Fri 9am-5pm) for further advice before you place your order.

Ordering from Overseas

Yes. Please visit the Delivery Page to find out more about postage and packaging rates for Overseas.

Product Information and Availability

Ordering an item that is out of stock will mean that there may be a delay in despatching your order while we wait for the item to be delivered to our warehouse. Please contact the Online Shop on 0207 091 3119 (Mon-Fri 9am-5pm) or email [email protected] for further information about the product.

We do not have all our products on our website. Please call the Online Shop on 0207 091 3119 (Mon-Fri 9am-5pm) or email [email protected] and we will be happy to advise you on the simplest way for you to purchase your item.

PAL DVDs will only play on European DVD Players. NTSC DVDs will play on North American DVD players. All DVDs on our website are PAL discs unless otherwise stated. However, some PCs and laptops can play both PAL and NTSC discs. Furthermore, some DVD players are compatible with both PAL and NTSC, so it is worthwhile checking with your DVD Player or PC manufacturer.

Your Account

Please notify us by emailing [email protected] that you would like to change your billing address. Alternatively, you can re-register with a different email address.

Re-register by clicking on the Register tab on the top of the screen. Alternativley email the shop [email protected] so we can amend your email address for you.

Yes. Please email [email protected] with your name and Friends Number and we can authorise a discount for all future purchases against your account. If you would like to receive your discount before purchasing an item please Register and then contact us before you begin shopping. We will email you confirmation when you have been set up to receive discount, usually within 48 hours. However, at present we cannot offer discount to Friends of Duxford in our Online Shop.

Refunds and Cancellations

If you wish to change or cancel your order before it has been despatched please notify us by email on [email protected] We will refund the entire purchase including the Postage and Packaging Fee, providing the order has not been despatched.

The Consumer Protection (Distance Selling) Regulations Act 2000 provides the right to cancel an order within 7 working days beginning the day after the goods have been received. Cancellations must be done by email to [email protected] Goods must be returned within 14 days of cancellation, with their original packaging and stating a reason for the return. Please refer to our Terms and Conditions for further details.

We do all we can to make sure that your order has arrived in perfect condition however, we are very sorry if your item should arrive damaged. Please notify us by emailing on [email protected] and we will arrange a replacement, or if appropriate, a full refund.

I have ordered a digital product, what should I do next?

If you have ordered a digital product these are exempt from refunds. However, if you wish to cancel the order before you receive the Digital Product, please notify us by emailing  [email protected]

Offers

Why is the postage rate showing Free Postage for UK?

We are running a promotion on postage for UK orders for a limited time.  Choose either courier option and we will despatch your items using the most appropriate method at our discretion.

I have a discount code, how do I use it?

If there is a valid current discount promotion running then a box will show at checkout called Discount Code.  Please enter your code and click Amend Basket to recieve the discount.  If there is no Discount Code box, the promotion has expired and you will not be able to use your code. Discount codes are emailed to customers at the discretion of the Online Shop.

Cookies and Privacy

Why is the site saying that it uses cookies and what are cookies?

A cookie is a tiny text file that contains some information that may be passed back and forth between your browser (e.g. Internet Explorer, Chrome, Firefox, or Safari). Most websites set them and many cannot function properly without them. The IWM Shop set cookies which are concerned with functionality that is central to the site: searching, logging in, or making a purchase.

Why should I accept cookies on the IWM Shop?

We naturally understand that you may prefer not to accept these cookies. By changing your browser settings you can ensure that cookies are not set at all. However, by not clicking OK and accepting cookies in the IWM Shop site you may not be able to purchase products from the shop and the user experience may by greatly reduced.

Further Contact Details

Online Shop: 0207 091 3119 (Mon-Fri 9am-5pm)
Email: [email protected]

Trade Enquiries and Orders: 0207 091 3119 (Mon-Fri 9am-5pm)
Email: [email protected]

All other Museum Enquiries: 0207 416 5320
Email: [email protected]