Delivery & Returns

We will aim to despatch your order within 2 working days. Please see our estimated delivery times below. 

UK Delivery

Worldwide Delivery

Custom t-shirt and print on demand orders are charged separately to our standard shipping charges when ordering multiple items. Please note that both shipping charges may apply in some cases due to items being shipped from different locations. Custom orders are non-returnable, please see our returns policy below for full details.

Custom Prints Delivery

Custom T-Shirts Delivery 

Click and Collect 

We offer a free Click & Collect service from the National Portrait Gallery Main Shop. Simply place your order online, select Pickup In-Store at checkout and you'll receive an email notification confirming when your order is ready for collection. 

To collect your order, you will need to show your order confirmation email in the Main Shop during usual opening hours. If someone else is collecting on your behalf, they must be able to show your order confirmation. 

Orders are typically ready within 2 business days of placing your order. Orders not collected within 14 days will be cancelled and refunded. 

Please note, some items may be heavy or bulky, so please ensure you are able to carry your order away with you. There is no parking available at the gallery location.  

Once the order has been collected from the gallery, the customer is responsible for the safe transport of their order to its destination. Our team will do everything possible to package the order in a way that it can be easily carried away, however you may want to consider bringing your own bag.  

Same day collection is not available, although we may have the item you are looking for in the Main Shop to purchase in-person. 

We cannot guarantee every item in stock in-store is available to order via Click and Collect.  

Returns

Although we are confident of the high quality of our goods, we recognise that there may be occasions when a customer might wish to return an item. Purchases may be returned to us (excluding some items detailed below) in the original condition and packaging within 30 days of receipt for a refund or replacement, where possible. 

Please enclose details of your order number, name, address, contact number and e-mail address, along with a reason for the return.

We strongly advise using a tracked service to post any returns and to keep proof of posting. It is the customer's responsibility to ensure items are safely returned to us. Return postage costs are at your own cost and non-refundable unless faulty or damaged. Postage will only be refunded if the item is faulty or incorrectly supplied. This does not affect your statutory rights.

Refunds will be authorised within 14 days of receipt of goods.

The following items cannot be returned unless faulty or damaged:

Custom Prints and T-Shirts: Custom items are made to order to your specifications, we cannot accept returns on these unless faulty or damaged

Earrings, Cosmetics and Combs: These items are non-returnable for reasons of hygiene

Damages

While we make every effort to ensure your order is well packed, we appreciate that damages sometimes occur during transit. If this has happened, simply email a photo of the damaged item to onlineshop@npg.org.uk within 7 days of receipt, and we will be happy to send a replacement where possible. If the item is no longer available, we will issue a full refund.

Minimum Spend

Please note we operate a £15 minimum spend across our website (excluding postage). The subtotal will be indicated at the checkout stage. 

Additional Information

Pre-Orders

Items on pre-order will be specified on the product page and at checkout. If you are ordering additional items that are currently in stock, postage will be charged separately due to separate despatch times. 

Contact Us

For all online shop enquiries, please email: onlineshop@npg.org.uk