Returns and Refund Policy

Should you wish to return an order that you have received from us you must contact us within 14 days after the goods have been received.
If you have received damaged or incorrect goods, or if you wish to return unwanted goods, please notify us within the 14 day period in writing quoting your Online Order Reference Number, by emailing iwmshop@iwm.org.uk
We cannot accept cancellations by phone.  

Please return the goods to us within 14 days from the notice of cancellation date.
  • We recommend the goods are returned by recorded delivery so that you have proof of postage.
  • We cannot accept responsibility for goods lost in transit. 
  • We can only accept returns from the customer that originally purchased the items.
The goods must be returned in their original packaging, stating the reason for the return and your Online Order Reference Number. Please return to:

Online Shop Returns
IWM Distribution Centre
Imperial War Museum Duxford
Duxford
Cambridgeshire
CB22 4QR

The goods must be returned to us before we can action a refund. We will not be responsible for the cost of returning the goods to us unless they are faulty or delivered to you in error. A refund of the delivery costs you have incurred when returning the goods to us, no greater than the original delivery charge, will be given in the instance of incorrect, damaged or faulty goods. A refund will be processed within 14 days of IWM Online Shop receiving the goods

You may also return goods by bringing them, with your Online Order Reference Number, to any of our branches. A refund will be processed within 14 days of the branch receiving the goods.