Historic Royal Palaces Enterprises Ltd is the trading arm of the charity, and all profits from retail sales are gift-aided to the charity to enable us to continue to conserve these fabulous palaces for future generations.
Cancelling an Order
We are sorry but in most cases it is not possible to make changes to your order once it has been placed.
If you would like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please do so as soon as possible.
Please call us for advice on +44 (0)20 3166 6848 between 9am and 5pm (GMT), Monday to Friday or email us at firstname.lastname@example.org quoting your order number and clearly stating your intention to cancel or change the order so that we can try and amend the order before it is sent out.
We will send you an acknowledgement of our receipt of cancellation without delay.
If your order has already been despatched or delivered, then you will have to follow our Returns procedure if your order is unwanted. There are some products which we cannot cancel, refund or exchange, please see our Returns policy for more information.
Goods must be returned to us (see Returns policy) without undue delay and in any event no later than 14 days after the day on which you inform us of the cancellation. Where the products are not returned to us, we may deduct the cost of recovering the products following cancellation.
We have a right to ask you to pay to return these products to us and this will be the only charge levied against you. All other monies will be returned to you by the method used to pay for the original transaction, including the initial cost of shipping products to you (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
If you exercise your right of cancellation after you have received the goods, you are obliged to take reasonable care of such goods prior to returning them. We may make a deduction (up to the contract price) from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Consumer Contracts Regulations 2013
Under the Consumer Contracts Regulations 2013 you have the right to cancel the contract for the purchase of any products at any time up to 30 days after goods have been received by you. Please note that some product we cannot cancel, please see our Returns policy for more information.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
In the event of a cancellation, we will return your money (using the same means of payment as the used for the initial transaction) within 14 days after we have been informed of your decision to cancel or 14 days after goods have been received by us, if already despatched to you.