Delivery & Returns
Free UK Shipping on orders over £60* (Royal Mail Signed)
*excludes some items such as selected Editions
Royal Mail Standard (not tracked) 3 - 5 working days, from £2.95
Royal Mail Signed for 3 - 5 working days, from £4.95
DHL Courier 3 - 5 working days £12.95
Royal Mail International 7 - 10 working days, from £10.50
DHL Courier 5 - 10 working days, from £35.00
Rest of World
Royal Mail International 10 - 15 working days, from £11.50
DHL Courier 5 - 10 working days, from £40.00
Please note that international customs duties and sales taxes may apply to orders outside the UK, and the customer is liable for these charges.
EU orders: for customers ordering to the EU with an order value exceeding €150 or the payment currency equivalent (not including shipping), customs duties, import VAT and handling fees may apply, and the customer is liable for these charges. After 31 July 2024 customs duties, import VAT and handling fees may apply to all orders shipped to the EU, and the customer is liable for these charges.
While we will make every effort to dispatch orders within two working days of receipt, there may be times during peak periods, such as Christmas, where this may vary slightly.
Teemill shipping rates are charged separately to National Portrait Gallery shipping charges. Please note that both shipping charges may apply in some cases due to items being shipped from different locations.
UK Mainland - £4.00
Europe - £6.00
International - £7.00
Collection
If you have ordered an item for collection, please collect within 10 working days of order (Monday-Friday, 9am-4pm) from reception at National Portrait Gallery Company Limited, 39-45 Orange Street, London, WC2H 7HS. Please email onlineshop@npg.org.uk in advance to let us know when you would like to collect so we can ensure your order is safely packaged and ready to collect. Collection is currently only available for specific large, heavy or fragile items.
Damages
While we make every effort to ensure your order is well packed, we fully 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.
Returns
Please note: As our custom prints are made to order to your size, paper and framing specifications, we cannot accept returns on these unless faulty or damaged.
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. You may therefore return a purchase to us in its original condition and packaging within 30 days for a refund or replacement, where possible. Please enclose a note giving your order number, name, address, contact telephone number and e-mail address, together with the reason for the return. We strongly advise you use a tracked service to post any returns and keep proof of posting the goods to us. It is the customer's responsibility to ensure items are safely returned to us.
Postage will only be refunded if the item is faulty or incorrectly supplied. This returns policy does not affect your statutory rights.
Please address returns to:
Online Shop
National Portrait Gallery Reception
39 - 40 Orange Street
London
WC2H 7HS
Refunds will be authorised within 14 days of receipt of goods.