FAQs

The Online Shop Office will be closed 21 Dec 2018 - 2 Jan 2019.  Please email and we will respond from 2 Jan.

If you have any problems using the IWM Online Shop the following guide features frequently asked question (FAQS)

Ordering

I am not registered with 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 can’t log in, what should I do?

Please make sure that you are entering the right email address and password combination. If you are unsure which password or email you registered with, please email us and we can advise you. Alternatively you can use the Forgotten Password link.

There is also a Login link which will show as Logout if you have successfully logged in to your account. 

If you wish to order without registering account please use the Guest Checkout Function

Can I send orders to a different address?

Yes. You can register a new delivery address when you get to the Delivery Information Page. 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 any new delivery addresses prior to purchase.

Similarly, if you are paying by Guest Checkout you can add a different delivery address, just tick the box under Add a Different Delivery Address.

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

When placing an order you will view a confirmation screen with an order number at the end of the purchase process. You will receive an email to your registered account to confirm your purchase. If you have neither of these please contact the Online Shop (Mon-Fri 9am-5pm) excluding public holidays.

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 fulfil your order. If this means that we cannot send your order within 5 days we will notify you.  Our Distribution Centre will send out 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. If you require an item urgently please email the Online Shop for further advice before you place your order.

I would like to order a ticket to IWM and Membership.  Why can’t I use the shop for this transaction along with my shop items?

The IWM Online Shop doesn’t fulfil tickets to IWM or Membership directly, so the shop can’t be used for these types of products.  Please use the links provided which will pop up in a new window to purchase tickets or Membership.

I would like to order a Custom Print.  Why can’t I use the shop for this transaction along with my shop items?

Similarly, IWM Online Shop doesn’t fulfil Custom Prints directly, so the shop can’t be used for these types of products.  These are available through our sister site IWM Prints, Please use the links provided which will pop up in a new window to purchase Custom Prints.

I would like to buy a license for images and film.  Why can’t I use the shop for this transaction along with my shop items?

IWM Online Shop doesn’t license these items, so the shop can’t be used for these types of products.  These are available through our image licensing service. Please use the links provided which will pop up in a new window to purchase Image Licensing.

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 locations.

Product Information and Availability

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

You cannot order an item that is out of stock.  If you would like to be notified when the item is back in stock, please click the Get Product Notification Link and enter an email address.  You will be emailed once the item is back in stock. Alternatively, please contact the Online Shop (Mon-Fri 9am-5pm) 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 (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?

You can change your billing address by login to your account and then use account settings at the bottom of the homepage.  You can add/edit your Account address here.

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

You can change your email address by login to your account and then use account settings at the bottom of the homepage.  You can Edit your Account details here.

I am a Premium Member of Imperial War Museums, can I receive my 15% discount online?

Yes. Please email iwmshop@iwm.org.uk with your name and Membership 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. You can only receive discount if you are a Premium Member and you must register account, Guest Checkout is not applicable to members.

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 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 provides the right to cancel an order within 14 working days beginning the day after the goods have been received. Cancellations must be done by email. 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 email and we will arrange a replacement, or if appropriate, a full refund.

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 called Discount Voucher.  Please enter your code and click Update 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.