Returns and Refunds

Returns policy

We want you to be happy with your purchase from Historic Royal Palaces but if you are not, just return the product to us following the instructions below and we’ll exchange or refund it to the credit or debit card of the person who originally paid for the order.

Please see below for any products that are excluded from this policy.

If you buy online or over the phone you are entitled to a full refund if you request one in writing within 28 days of receipt. This includes any delivery charge (if delivered within the UK) but excludes any of the products listed below.

This does not affect your statutory rights as a consumer.


For more information see our full Terms and Conditions

 
Products we are unable to refund or exchange

We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Products that have been personalised (please see below for more information on personalised items)
  • Made to order products
  • Pierced earrings for reasons of hygiene
  • Perishable goods
  • Computer software and disks that have been opened such as CDs and DVDs

 
Returns procedure

If for any reason you are not entirely satisfied with the product you have purchased you may return it to us within 28 days of receipt.

It is important that any product returned to us, unless faulty, is returned in a re-saleable condition. Please ensure that the returned item is undamaged and unused and returned with all original packaging and labels.

Please include in the returned package your name, order number and a description of the problem/ reason for return and please dispatch to the address below. It is important to obtain a proof of postage certificate from the Post Office as we cannot be held responsible for any items not received by us.

Historic Royal Palaces Enterprises Limited
HRP Central Warehouse
Unit 2, Stafford Cross Industrial Estate
Stafford Road
Croydon
CRO 4TU
England

As soon as we have received the return and checked to ensure it is in resalable condition, we will initiate a refund on the account that was originally debited.

The cost of the goods (and postage if the return was from the UK) will be credited within 48 hours from receipt of the returned item. This will usually reach the account within 7-10 working days; timings will however depend on the speed in which your credit/debit card company processed 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.

 
Missing or incomplete orders


If your order hasn't arrived, or arrives incomplete, please email our customer services team at shop@hrp.org.uk or call us on 020 3166 6848 between 9am and 5pm (GMT), Monday to Friday.

If there is more than one item on your order, please keep in mind that products may be posted and arrive separately. However, if this is not the case and you haven’t received your entire order, please contact us.


Damaged orders

If your order arrives and any of the products are damaged, please follow our returns procedure as above or call us on 020 3166 6848 between 9am and 5pm (GMT), Monday to Friday.

 
Personalised items

For products that are made to order, we offer a 12 hour cooling-off period on all orders beginning when payment is completed in case you change your mind.

During this time, requests to cancel orders must be made to shop@hrp.org.uk detailing your name, order number and reason for cancellation.

After the cooling-off period, your order will be sent for manufacture. At this point orders are non-cancellable and non-refundable unless they are faulty upon arrival.

Faulty items may be returned for a refund or exchange, please follow our returns procedure or call us on 020 3166 6848 between 9am and 5pm (GMT), Monday to Friday.

 

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