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FAQs

Ordering

I am not registered with a verified by Visa or Mastercard SecureCode Scheme?

If you are not enrolled with this scheme you can still place orders with us, but you will not benefit from the extra protection against fraud. You will be asked before you complete your order whether you would like to enrol your card with these schemes.

I canít log in, what should I do?

Please make sure that you are entering the right email address and password combination and that they are not case sensitive. If you are unsure which password or email you registered with, please email us iwmshop@iwm.org.uk and we can advise you.

If you are a first time buyer, please make sure that you have registered your email and address details otherwise you will not be able to log in. You can do so by clicking on the Register tab at the top of the screen.

Make sure that you have logged out properly before logging in by clicking on the log out tab at the bottom of the left hand side of the home page.

Can I send orders to a different address?

Yes. You can register a new delivery address when you get to the Delivery Information Page in the transaction process. The address you use to initially register with us must be the billing address of the card that you are using to pay, but you can add subsequent new delivery addresses prior to purchase.

I am not sure my order has been placed, what should I do?

When placing an order you should view a confirmation screen with an order number at the end of the purchase process. You should also receive an email to your registered account to confirm your purchase. If you have  neither of these please contact the shop at iwmshop@iwm.org.uk  (Mon-Fri 9am-5pm)

Please ensure you have clicked the button "Submit Order" at the end of the transaction process otherwise your order will not be placed.

How long will it take for my order to be sent?

We aim to have sent your order within 5 working days of receiving your order. We may have to transfer the stock from one of our shops in order to fulfill your order. If this means that we cannot send your order within 5 days we will notify you.  Our Distribution Centre will out send orders Monday to Friday, excluding bank holidays.

I would like my order to arrive within the next few days, will it arrive in time?

Stock can sometimes be sent on the same day of purchase if available in our Distribution Centre. Please email iwmshop@iwm.org.uk for further advice before you place your order.

Ordering from Overseas

Can you deliver to addresses outside the UK?

Yes. Please visit the Delivery Page to find out more about postage and packaging rates for Overseas.

Product Information and Availability

I would like to buy a product but it says it is out of stock, what should I do?

Ordering an item that is out of stock will mean that there may be a delay in sending your order while we wait for the item to be delivered to us. Please contact the Online Shop (Mon-Fri 9am-5pm) iwmshop@iwm.org.uk for further information about a product.

I have seen a product in one your shops, but not online how can I purchase this product?

We do not have all our products on our website. Please email iwmshop@iwm.org.uk (Mon-Fri 9am-5pm) and we will  advise you on the best way for you to purchase the item.

I want to buy a DVD and I do not live in Britain. Will the DVD play on my DVD player?

PAL DVDs will only play on European DVD Players. NTSC DVDs will play on North American DVD players. All DVDs on our website are PAL discs unless otherwise stated. However, some PCs and laptops can play both PAL and NTSC discs. Furthermore, some DVD players are compatible with both PAL and NTSC, so it is worthwhile checking with your DVD Player or PC manufacturer.

Your Account

I have moved house and the billing address for my card has changed, what should I do?

Please notify us by emailing iwmshop@iwm.org.uk that you would like to change your billing address. Alternatively, you can re-register with a different email address.

I have a new email address, what should I do?

Re-register by clicking on the Register tab on the top of the screen or email the shop iwmshop@iwm.org.uk so we can amend your email address for you.

I am a Friend of the Imperial War Museum, can I receive my 10% discount online?

Yes. Please email iwmshop@iwm.org.uk with your name and Friends Number and we will create a discount for all future purchases against your account. If you would like to receive your discount before purchasing an item please Register and then contact us before you begin shopping. We will email you to confirm when you have been set up to receive discount. However, at present we cannot offer discount to Friends of Duxford in our Online Shop.

Refunds and Cancellations

I have changed my mind and wish to cancel my order?

If you wish to change or cancel your order before it has been sent please notify us by email on iwmshop@iwm.org.uk We will refund the entire purchase including the Postage and Packaging Fee, providing the order has not been sent.

I have received my order but would like to return it?

The Consumer Protection (Distance Selling) Regulations Act 2000 provides the right to cancel an order within 7 working days beginning the day after the goods have been received. Cancellations must be done by email to iwmshop@iwm.org.uk Goods must be returned within 14 days of cancellation, with their original packaging and stating a reason for the return. Please refer to our Terms and Conditions for further details.

My item has arrived damaged, what should I do next?

We do all we can to make sure that your order has arrived in perfect condition, we are very sorry if your item should arrive damaged. Please notify us by emailing iwmshop@iwm.org.uk and we will arrange a replacement, or if appropriate, a full refund.

I have ordered a digital product, what should I do next?

If you have ordered a digital product these are exempt from refunds. However, if you wish to cancel the order before you receive the Digital Product, please notify us by emailing  iwmshop@iwm.org.uk

Offers

Why is the postage rate showing Free Postage for UK?

We are running a promotion on postage for UK orders for a limited time.

I have a discount code, how do I use it?

If there is a valid current discount promotion running then a box will show at checkout Discount Code.  Please enter your code and click Amend Basket to get the discount.

Cookies and Privacy

Why is the site saying that it uses cookies and what are cookies?

A cookie is a tiny text file that contains some information that may be passed back and forth between your browser (e.g. Internet Explorer, Chrome, Firefox, or Safari). Most websites set them and many cannot function properly without them. The IWM Shop set cookies which are concerned with functionality that is central to the site: searching, logging in, or making a purchase.

Why should I accept cookies on the IWM Shop?

We naturally understand that you may prefer not to accept these cookies. By changing your browser settings you can ensure that cookies are not set at all. However, by not clicking OK and accepting cookies in the IWM Shop site you may not be able to purchase products from the shop and the user experience will be greatly reduced.