www.iwmshop.org.uk Terms & Conditions

Welcome to the Imperial War Museum Online Shop Terms and Conditions. These terms and conditions apply to the use of this website and by accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below.

If you have any questions relating to these terms and conditions please contact us on 0207 416 5000 between 09:00 and 17:00, Monday – Friday (excluding public holidays), or by contacting Customer Services.

Product Description

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time you place your order.

Although we aim to keep the website as up to date as possible, the information including product descriptions and prices appearing on this website may not always reflect the position exactly at the moment you place an order.

Prices are in Pounds (£) Sterling, and include tax if applicable. VAT is only applicable to countries within the European Union.

Our VAT registration number is GB 731 1782 50.


You will be required to register personal information if you wish to place on order. You agree that the information you have provided is true, accurate, current and complete in all respects.
Credit/debit card authorisation involves a check by your card provider to ensure the details you have used to purchase with www.iwmshop.org.uk match the secure details held by the card provider.
If you use our Guest Checkout function, you will still be required to submit information that will enable us to fulfil your order.


To browse or search for products, click on any of the department links/images, or use the search box in the top right corner of the screen. You can search by product name, key words or the product code.
To make a purchase online click on any items you wish to buy, and use the Add button to place the item(s) in your basket. The item(s) can be reviewed or changed up to the point of payment. If any item you select is out of stock, you will see an out of stock message next to Availability.  

Once you have finished your selection, click on the basket icon which will allow you to view the item(s) you have placed in your basket.  If you are happy with your selection click Proceed to Checkout.
You will be directed to the Login/Register page where you can login, register as a new customer or use the Guest Checkout function.
You will then be asked to complete your contact, delivery and payment details to enable us to fulfil your order.  
We will notify you by email to confirm the successful completion of your order. Please note: spam settings on certain email accounts may reject these emails.
For your security we are currently unable to accept credit card orders by telephone.  Credit card information should never be sent by email.  We do not accept orders and payments by cheque.


Free UK Delivery - on all orders over £50

Free Europe (EU) Delivery - on all orders over £100

Delivery charges are based on the dimensions of the item(s) selected, the value of your order and your delivery address.  Current postage charges are summarised below.

Order ValueUKEurope (EU)Rest of the World
£0.00 - £30.00 £3.95 £7.94 £12.95
£30.01 - £50.00 £4.94 £14.95 £24.95
£50.01 - £100 FREE £24.95 £39.95
£100.01+ FREE FREE £49.95
  • Prices are based on a multiple courier system, IWM will determine the courier or postal service used.
  • Europe is 27 European Union countries, non EU member European countries are included in Rest of the World

Courier Services

IWM uses a multi courier system to provide the delivery of your ordered item(s). IWM currently use the following services: Royal Mail, Parcelforce and DPD.

Some high value items such as jewellery, homewares and leather goods will be only be sent by a tracked courier.  IWM may also supply your email to our courier providers to enable you as the customer to track your order, and to provide you with further options to receive your delivery.  Your email will not be used for any other purpose other than to arrange and track your delivery by the courier provider, please see Privacy Policy for further details.

Please note that if you are ordering goods for delivery overseas you may be subject to import duties and taxes. Such taxes will be payable when the goods reach their destination. The liability for payment of such customs duties rest solely with you and the Imperial War Museum has no control or liability for them.


We will endeavour to despatch your goods within 5 working days (Mon-Fri), provided the goods are in stock at our Distribution Centre.  
•    UK customers: You should expect to receive your goods within 7 – 10 working days of the date of placing your order.  
•    Europe and the rest of the world customers: You should expect to receive your goods within 10 – 14 working days of the date of placing your order.  

On occasions it may be necessary for us to obtain goods from one of our shops, which may extend the delivery time. In these instances, we will notify you by email. Where a product is held in stock at our supplier’s, we will arrange for this to be sent directly from the supplier. These will be subject to a maximum of 28 days delivery. These exceptions are stated in the relevant product description.

If the goods are out of stock, we will contact you to advise the approximate date we expect to receive the goods at our Distribution Centre. If you do not wish to proceed with the order at this point, please follow our cancellation terms.

Please note we currently do not offer collection from our stores.


You can pay for your order by Mastercard, Visa, Solo, Maestro, or Delta. After processing your payment by credit card, the Imperial War Museum online shop does not retain your card details which means you will need to resubmit this information when you place a further order on this website.

When you complete an order and submit your payment details, relevant information is sent to your credit/debit card provider. They will check that the address, postcode, card holder name and CV2 code (the last three digits on the signature strip at the back of your card) match with their records. Your credit/debit card provider will then authorise or reject the transaction based on this check.

In addition, the Imperial War Museum employs a further security check to protect our customers from online fraud where card holders are enrolled with these schemes:

Mastercard SecureCode & Verified by Visa


Any card holder can enrol their cards for Mastercard SecureCode and Verified by Visa status through their credit card provider.

If not enrolled, card holders can still place orders with the Imperial War Museum online shop, subject to the above authorisation process. Card holders NOT enrolled in the 3D schemes will not benefit from the additional protection against fraud.

To Change or Cancel an Order Prior to Despatch

If you wish to change or cancel an order prior to your goods being sent please notify us in writing by contacting Customer Services with your Online Order referenceWe cannot accept cancellations by phone.

We will refund the total price of the goods including any delivery charges to the original debit/credit card used in the transaction.

We will process the refund within 7 working days following your written notice of cancellation providing the goods have not been dispatched.

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.

Please quote your Online Order Reference Number and contact Customer Services with your request.
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
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.

Products we are unable to refund or exchange

We are unable to offer a refund or exchange on the following products unless they are faulty:
•    Perishable goods such as food or drinks
•    Pierced jewellery
•    CDs, DVDs or other recorded media
•    Personalised items and custom-made items


Orders placed by a customer on an affiliate website such as our Custom Print service (www.iwmprints.org.uk) should contact the affiliate site directly regarding ordering queries, payment or customer enquiries.  Should you wish to contact an affiliate site the links will be available on the IWM Online Shop.  Alternatively, please email iwmshop@iwm.org.uk for affiliate information.  IWM Shop accepts no responsibility for purchases from an affiliate site but will review affiliate links should a customer contact IWM Shop regarding any problems with an affiliate site.

Privacy Policy

We respect the privacy of all our customers and website users and take great care with the information we obtain. The personal data we collect from you will be used to fulfil your order as requested. By using this website you consent to us collecting and using personal information about you in accordance with the terms set out in the IWM’s Privacy Policy.

Limitation of Liability

The Imperial War Museum will be responsible for any losses suffered by you if the losses suffered were reasonably foreseeable by either party when the contract for sale was formed. We will not be liable for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable by either party when the contract for sale is formed.

Nothing in this Agreement shall limit the Imperial War Museum's liability for death or personal injury caused by our negligence or breach of duty.

Governing Law

These terms and conditions are governed by English law, you agree to submit to the non-exclusive jurisdiction of the English courts in relation to any disputes arising under or in connection with these terms and conditions or the contract between us.


We reserve the right to alter amend add to or remove all or any part of this Policy Statement at any time without notice and any changes to this Policy Statement or any other terms shown on our website apply with immediate effect of being published. By continuing to use this website after any changes are displayed you indicate your acceptance of those changes.