FAQs

What forms of payment do you accept?

We accept the following cards: Visa, Visa Debit, Visa Electron, Mastercard, International Maestro, American Express and JCB.

 

Will you retain my credit card details and how safe is it to order online?

Historic Royal Palaces Enterprises Ltd will not retain your credit card details. We use Sage Pay to process payments. Sage Pay are fully PCI DSS (Payment Card Industry Data Security Standard) Compliant   PCI DSS compliance helps to

  • make shopping on the internet safer by reducing online fraud
  • prevent theft and the unauthorised use of credit and debit cards
  • protect both consumers and businesses from fraudulent activity
  • ensure merchants are securely storing, processing & transmitting card data
  • avoid the reputational damage and financial costs associated with a breach in data security

 

In addition we use SSL (Secure Sockets Layer) software which encrypts information you input & we reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

 

How will I know if my order has been placed successfully?

You will receive an automatically-generated email from us acknowledging receipt of your order, which will include your billing and delivery address as well as the items ordered and an order number.

 

When will my card be charged?

Your card is charged when the order is complete and the goods are despatched. If there are any problems with your order we will contact you by email before processing the order and taking payment.

 

Can I send an order to a different address?

Yes you can. If your delivery address differs from your home address, for example if you would like to send something to a friend or have the item delivered to your work address, please fill out the delivery address section when placing your order. If this section is left blank, we will send it to your home address.

 

How will my order be processed if some of the items are not available?

Items available for pre-order or temporarily out of stock will be despatched separately with no additional charge made for postage and packing. However, payment is taken from your card when the first part of your order  is despatched This is because your card details are secure and we do not have access to them to charge multiple times.

 

Can I have an order sent overseas?

Yes you can. All payments will be taken in Pounds Sterling. Please see delivery information for costs.

 

How long will my order take to arrive?

For UK deliveries please allow seven working days from placing an order. For European Union orders, please allow up to 14 working days, for the rest of the world, please allow up to 28 days. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.  All delivery estimates are subject to availability of stock.

 

How can I track my order?

Your tracking number will be sent by email and can also be found by logging in to your account and viewing the order online. Enter your tracking number into the tracking sites below to check the status of your shipment:

Royal Mailhttps://www.royalmail.com/track-your-item

DHLhttp://www.dhl.co.uk/en/express/tracking.html

 

What do I do if my order hasn’t arrived?

Please check your order online by logging in to access your account.  If your order has been sent and has not arrived within the expected time period, as above, please email our customer services team: shop@hrp.org.uk or telephone: +44 (0)20 3166 6848 between 9am and 5pm, Monday to Friday.

 

How will I know when my order has been sent?

Once your order has been dispatched you will receive an automated email to confirm this.
 
What if I change my mind or have made a mistake on my web order?
 
If you have already completed your order please email us at shop@hrp.org.uk as soon as possible so we can amend the order.

 

I would like to buy an item which is not on the website, can I still buy it?

Yes. Unfortunately, it is not possible to show all of our products online but please email or phone our Customer Services department on 020 3166 6848 and our team will be happy to help you.

 

Does my order contribute to the palaces income?

Yes, it does.  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 six fabulous palaces for future generations

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