Historic Royal Palaces is the independent charity that looks after the Tower of London, Hampton Court Palace, the Banqueting House, Kensington Palace and Kew Palace.
Our aim is to help everyone explore the story of how monarchs and people have shaped society, in some of the greatest palaces ever built. Each of the five royal palaces in our care has survived for hundreds of years. They have witnessed peace and prosperity and splendid periods of building and expansion, but they also share stories of more turbulent times, of war and domestic strife, politics and revolution. Although the palaces are owned by the Queen on behalf of the nation, we receive no funding from the Government or the Crown, so we depend on the support of our visitors, members, donors, volunteers and sponsors.
Historic Royal Palaces Enterprises Limited (HRPE) is the trading arm of the charity, and therefore all profits from retail sales enable us to continue to conserve these fabulous palaces for future generations.
HRPE is located at:
Historic Royal Palaces Enterprises Limited
Apartment 28
Hampton Court Palace
Surrey KT8 9AU
England
HRPE is a company registered in England - Company Number: 3418583
Security
Historic Royal Palaces Enterprises Ltd is committed to the security of users' personal information and we have procedures in place to protect the loss, misuse or alteration of information under HRPE control. Our security and privacy policies are periodically reviewed and enhanced as necessary. We have measures in operation to safeguard our user database and access to this database is restricted internally.
When you shop on our site, we collect certain personal information from you (for example your name, email address and billing address). All such information is held on secure servers and HRPE fully complies with all applicable Data Protection and consumer legislation and will treat all your personal information as fully confidential.
In order to offer you the most efficient service, Barclaycard Merchant Services (BMS) handles our credit card transactions. Your details are typed directly into their secure payment environment. They receive information needed to verify and authorize your credit card payment. This organization is under a strict obligation to keep your personal information private. BMS use Secure Sockets Layer (SSL) technology to encrypt your data when payment is taken. Our order fulfilment is carried our internally.
To find out more details of how your personal data is going to be handled please see the Privacy Policy
Technical Support
If you encounter a problem whilst using the website or have any other query, please contact our Customer Service Team:
Email:mailorder@hrp.org.uk
Telephone: +44 (0)20 3166 6848 Lines are open 9am – 5pm, Monday to Friday.
Ordering
At the top right of this page is a basket icon. This is your shopping basket and is always on the screen. Once you have found the item you wish to buy, choose the quantity you require and then add it to your basket. To view the contents of your basket at any time just click on the basket icon.
You can keep adding products to your basket until you are ready to complete the order. While viewing the contents of your basket you can change quantities or remove items at any time.
The Checkout Process
Our aim is to make the checkout process as quick and easy as possible. You will be asked for the delivery address and also a contact number and e-mail address in case there are any questions regarding your order. We will not use your telephone number for any other reason.
The final step is to give us your payment details and to confirm the order. Once you have confirmed your order an on-line confirmation page will be displayed with details of your purchase and your order number. This number will also be confirmed to you by email and be required if you contact us with a query regarding your order.
A confirmation email will be sent when we start processing your order and you will then receive a further email when your order has left our warehouse.
All purchases are subject to availability.
Not all our products are sold on-line. If you cannot see the product you are looking for, please contact our mail order department mailorder@hrp.org.uk
Payment
All prices are inclusive of VAT at the current rates and are correct at the time of entering information onto the system. VAT is deducted on the products where both the delivery and invoice address are outside the EU, in accordance with Customs and Excise regulations. The total cost of your order is the price of the product ordered plus freight charges as set out in the Delivery section of this website.
All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to, or does not for any reason authorize payment to use, we will not be liable for any delay or non-delivery.
You can pay for your order with the cards below:
Visa
Mastercard
Maestro
American Express
Solo
JCB
We do not accept the following methods of payment
Cheques
Cash
Postal Orders
Processing is reserved against your card at the time the order is placed, but will not be processed (charged) until point of dispatch. If for some reason a purchase fails due to problems with payment details, we will attempt to contact you by phone or email within one working day. Once your order has left our warehouse we will send you an email to confirm that your order is on its way.
Delivery
All orders are processed immediately and are dispatched on clearance of payment - within 2-3 days, depending on the time of receipt and if the products are in stock.
Details of delivery timings and charges can be found in the chart below. We can ship to any destination in the world.*
Normal delivery times are as follows
UK
Europe (EU)
Europe (non EU)
USA
Rest of World
Average delivery time from dispatch (working days)
2-3
4-6
4-8
3-5
7-10
*Please note: We are unable to ship to PO Box addresses.
Shipping Charges
Postage and Packing is based on 3 geographical areas: UK, European Union and Rest of the World.
The charges are based on the value of the order. Some countries charge import duties and taxes. You are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.
Charges as follows:
Order Value
UK
European Union
Rest of the World
Up to £10.00
£3.00
£7.00
£9.00
£10.01 - £50.00
£6.00
£10.00
£20.00
£50.01 - £100.00
£7.50
£15.00
£30.00
£100.01 plus
£12.50
£20.00
£45.00
Customs
When ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country. If there are additional charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please note that when ordering from our on-line shop, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order. If a package is refused and has to be returned to us, you will be liable for the cost of this. Generally, customs forms for internal packages will list the value of the contents of your order by product type.
Your privacy is important to us and we know that you care about how information about your order is used and shared. You should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
Also, we may provide certain order, delivery and product information, such as items contents within an order, to our international carriers and such information may be communicated from the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
Cancelling an Order
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days, starting from the day after goods have been received by the customer. Please note that your right to cancel does not apply to audio/video recordings such as CD, DVD or video cassettes where the seal has been broken.
If you wish to change or cancel an order then please do so as soon as possible. Please contact us on +44 (0)20 3166 6848 quoting your order number so that we can try and amend the order before it is sent out.
Within hours of your order being received, it is packaged and ready for dispatch. If this is the case, then we cannot always stop the order from being sent and you will have to return it to us following delivery. We have a right to ask you to pay to return these products to our warehouse. This will be the only charge levied against you. All other monies will be returned to you including the initial cost of shipping products to you. Where the products are not returned to us, we may deduct the cost of recovering the products following cancellation. In the event of a cancellation we will return your money within 30 days of notification.
Tracking an Order
Once you have completed your purchase we will begin to process your order. You will be sent an email confirming when your order has been dispatched. If we have been unable to process your order, you will be contacted by email or phone by a member of our customer services team.
To confirm whether your order has been dispatched or for any query relating to your order, please call us on +44 (0)20 3166 6848 or e-mail us at mailorder@hrp.org.uk
Returns Policy
In addition to your right to cancel referred to in our Cancelling an Order section if ,for any reason, you are not entirely satisfied with any product purchased, you may return it to us (together with all original packing) within 28 days as long as the product and original packing are in perfect condition.
Please note that, with the exception of faulty merchandise, we cannot accept the return of certain items which have been opened and used eg CD or other recorded material, or perishable goods. This does not affect your statutory rights as a consumer.
If you wish to return an item delivered within the UK, please dispatch to the address below, obtaining a proof of posting note from the Post Office as Historic Royal Palaces cannot be held responsible for any items not received by our warehouse.
Historic Royal Palaces Enterprises Ltd
Mail Order Department Stores
Apt 28
Hampton Court Palace
Surrey KT8 9AU
As soon as we have received the return and checked the item, we will initiate a refund on the account that was originally debited. The cost of the goods will be credited within 48 hours from receipt of the returned item. This will usually reach the account within 7 working days, timings will however depend on the speed with which your credit/debit card company processes the order.
If you wish to return an item which was given to you as a gift, please be aware that the money will be refunded to the original payment card.
Terms & Conditions of Purchase
To access the full terms and conditions including our delivery, returns ans cancellation policies please click on "Terms and Conditions" and "Privacy Policy".
