Your order will be despatched from our warehouse within 3-5 working days. Depending on the size and weight of the parcel, it will be shipped by Royal Mail or DHL. If you require expedited delivery, please email us at [email protected] before placing your order.

Delivery offers

Free guidebook delivery: up to a maximum of 3 guidebooks per order are delivered to a UK address free of charge. The offer applies to the products with the roundel 'Free UK delivery on this guidebook'. If any other products, or additional guidebooks, are added to the basket, standard delivery charges apply. No code is needed, the discount applies automatically.

Discount codes and coupons

On occasion, we may offer discount codes or coupons. Unless stated otherwise, discounts apply to full-price goods only, and some products may be excluded from the offer. Only one coupon can be used per order, but it can be combined with our free shipping offers that will be applied automatically. The coupons do not apply to the non-discountable items listed below and tickets.

To use your Membership discount, please insert the code received in your Membership Welcome Pack into the Discount Code field at checkout. If you don't know the code, please email [email protected] quoting your membership number. The code is going to deduct 10% off the basket value, excluding the shipping fee. Occasionally, we may increased the discount.

To use your Corporate Partner discount, please insert the code received from our Corporate Partnership Team into the Discount Code field at checkout. If you don't know the code, please email [email protected] quoting your company's name. The code is going to deduct 10% off the basket value, excluding the shipping fee.

When you subscribe to our newsletter, within 24 hours you are going to receive an email with a 10% discount code. To obtain the discount, please insert the code into the Discount Code field at checkout. The code is going to deduct 10% off the basket value, excluding the shipping fee.

To use your Staff discount, please register an account using your HRP staff email address. Your discount is going to apply automatically at checkout.

Non-discountable items

Discounts do not apply to the following products: chess pieces sets and boards, backgammon boards, alcohol, products in the Sale, Da Vinci bar globe, Lancelot suit of armour, limited edition rocking horse.

UK Delivery

 

International shipping costs

All standard services are tracked.

 

Tax-free shopping

We do not charge UK VAT on products that are shipped to addresses outside of the UK, saving you on average 20% off the product price. The final prices minus the UK VAT are displayed in the checkout after the shipping address has been selected. Such orders may still incur import charges: please see the section below for details.

Customs charges

Calculators such as https://www.simplyduty.com/#calc may help you determine the cost of import duty and taxes. Please note, Historic Royal Palaces is not responsible for the accuracy of these calculations.

Our delivery charges cover packaging and delivery only. International deliveries, including deliveries to the EU, may incur additional import duties and taxes outside of our control. If shipping to countries outside the UK, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.

Customs charges and policies vary widely from country to country. Orders for international shipping will be subject to import duties and taxes levied on arrival in their destination country. You are liable for any additional charges for customs clearance and if a package is refused and has to be returned to us, you will also be liable for the cost of this. If you are unsure of charges and regulations which may apply to your order, please contact your local customs office for further information. 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.

We may also provide certain order, delivery and product information, such as item content within an order, to our international carriers and this may be communicated from the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.

Weapon replicas and alcohol

You must be 18 or over to purchase weapon replicas and/or any product containing alcohol. Currently, all our weapon replicas and alcohol products can only be delivered to UK Mainland addresses (including Northern Ireland).

For items delivered directly from our warehouse, you will be asked to verify your age during checkout and also on delivery, to ensure the item is only handed over to someone aged 18 or over.

Our courier uses the Challenge 25 principles which means if they think you look under 25, they'll ask to see proof of your age before handing over your package. The same rule applies if you're collecting it from your local Customer Service Point or Post Office® branch. Delivery of orders containing more than two age-verified items may incur a surcharge.

The following ID are accepted as proof of age: a valid, in date, passport or driving licence.

Issues with age verification

If you are having problems with age verification in checkout, please read our troubleshooting guide. Please do not send documents to our shop inbox as this is an external service.

Please note: Under the Licensing Act of 1964 (UK) and 1976 (Scotland) and the Licensing (Northern Ireland) Order 1990, the legal age for the purchase or attempted purchase of alcohol is 18 years. Any attempt to purchase intoxicating liquor by or for a person under the age of 18 is an offence.

 

Exceptional delivery charges

We reserve the right to vary the standard shipping charges on certain items which are unusually high in weight, volume or value, and larger orders of alcohol gifts. We will contact customers to advise them on any additional charges prior to shipping.

 

Where is my order?

Check the status of your order by logging in to your account, where you can view your orders online.

Please note: tracking details are provided by email. If you need any assistance please contact us stating your order number.

 

Returns and Refunds

If you would like to return an item, please email us at [email protected]. We will then contact you to provide next steps.

 

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

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.

 

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

Please email us at [email protected] within 14 days of receiving your parcel if you wish to return an item and to ensure our acceptance of the return. We will then contact you when it is safe to return your item.

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

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.

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

 

Missing or incomplete orders

If your order hasn't arrived, or arrives incomplete, please email our customer services team at [email protected]

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.

 

Personalised and made-to-order 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 [email protected] 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 above.