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Terms and conditions

These terms and conditions apply to the use of London Transport Museum online shop (www.ltmuseumshop.co.uk).
London Transport Museum online shop is run in partnership with Internova UK Ltd.

Please read through these terms and conditions carefully. You will be required to accept these terms and conditions in order to complete the ordering process on ltmuseumshop.co.uk. If you do access the website, and / or place an order, by doing so you agree to be bound by the terms and conditions as set out below.

How to order

All orders must be placed online through the website using the shopping basket facility provided or by calling 0207 565 7295. Please do not e-mail your card details. No responsibility can be taken for the security of your details if given this way.

Method of payment

Payment is taken as soon as the order is received. You can pay either by VISA, Master Card, Switch or Delta. We are unable to accept Electron cards, cheques, cash, or postal orders for website orders through the post. Orders will only be processed if you provide the card holder's name as it is shown on the card together with the postcode that appears on the card statement. No responsibility can be taken by London Transport Museum or Internova for incorrect or incomplete details submitted on the website.

Card fraud is illegal and perpetrators will be prosecuted.

Delivery (excluding furniture, luggage racks & print to order posters)

We always try to despatch your order within 5 working days of receiving it.

Orders are sent out via Royal Mail standard delivery service. Please allow 5 working days for UK mainland standard delivery and up to 14 working days for international delivery.

Please Note that if your order contains more than one item, they may be sent out separately and arrive at different times. 

If your order does not arrive within the advised delivery times please contact us by emailing shopping@ltmuseum.co.uk or contact us via the following numbers: if your query is regarding made-to-order prints (Sizes A4 - A0) or framed prints, please telephone our print department on 0800 952 0089, for all other items please contact Mail Order on 0207 565 7295 between 10am and 6pm.

You can also check the status of your order by logging onto the "My Account" area of the website.

Our standard delivery charges are as follows:

  • UK: £4 per order plus £1 for each additional item.
  • Europe: £5 per order plus £1 for each additional item.
  • Worldwide including North America: £6 per order plus £1 for each additional item.

Prints are dispatched separately and charged as follows:

  • UK: £3 plus 10p for each print.
  • Europe: £4 plus 10p for each print.
  • Worldwide: £5 plus 10p for each print.

Framed prints are dispatched separately and charged as follows:

  • UK: £5.75 per order plus £2.75 for each additional framed print. (note: framed prints are shipped to UK mainland only)

We do not accept orders from the following countries: Armenia, Azerbaijan, Belarus, Bulgaria, Croatia, Georgia, Romania, Ukraine, Morocco, Turkey, Macedonia, Bosnia Herzegovina, Albania, Serbia, Indonesia, Uganda and Nigeria.

Furniture Delivery (furniture items are delivered to the UK Mainland only)

We aim to despatch all standard furniture items within 21 working days of confirmation that your order has been accepted. Furniture items covered with moquette fabric are made to order and we aim to deliver these within 6 weeks of receiving your order.

In the event that a furniture item is out of stock, we will notify you of the delay and despatch it as soon as it arrives. In the event that an order contains both standard and moquette-covered furniture items, we will despatch all items together as one delivery.

Home delivery is charged at £35 per item to anywhere within mainland UK. Large or heavy items are transported directly to your home by trained furniture delivery staff. Smaller items may be delivered by a parcel service. Please contact us for delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Highlands and Islands and Channel Islands. We will deliver, for no extra cost, to a nominated mainland holding GB address e.g. a port or forward onward shipping from that point is the responsibility of the customer.

Moquette Cushions Delivery

Moquette cushions are made to order, please allow 14 days for delivery to the UK or 28 days for Europe and Worldwide deliveries. Moquette cushions are delivered separately from other items in an order and are charged as follows:

  • UK: £8.50 per order plus £1.00 for each additional cushion.
  • Europe: £15.00 per cushion.
  • Worldwide including North America: £25.00 per cushion.

Pricing and Availability

If one of our products is out of stock or unavailable we will endeavour to contact you to arrange a refund or alternative delivery date. London Transport Museum has a policy to adhering to manufacturers recommended retail prices.

Cancellation policy

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide the right to customers to cancel their order at any time prior to delivery and up to fourteen (14) working days after receiving the goods, starting on the day after you receive the goods.

If you wish to cancel your order during the fourteen (14) day period please notify us by email at shopping@ltmuseum.co.uk, or by using the model “Order Cancellation Notification” or by calling us on 0207 565 7295 (Lines are open 10am to 6pm Monday to Friday).

If you have already received your goods, you must return the goods at your own cost, to the address below, within fourteen (14) working days of the cancellation date.

Refunds will be made within fourteen (14) days of the cancellation date, to the card which you originally used for the purchase.

Nothing in these conditions affects your statutory rights as a consumer.

Our usual cancellation policy does not apply to framed and unframed prints made to order. If you decide to cancel your made to order framed or unframed print for any reason, it is unlikely we could sell it again at full price. Therefore, a 20% cancellation fee of the order price will apply.

Returns policy

If you are unhappy with your purchase, or it is damaged in transit, please write to us within fourteen (14) working days of receiving your goods, and return it to us at the address below, in its original condition within 14 days of receiving the item, unopened (with any seals and shrink-wrap intact) and we will issue you a full refund (except in the case of made to order framed and unframed prints, where a 20% fee of the order price will apply) or replace it.

Items must be returned within 14 days of the cancellation date, unused, unopened (with any seals and shrink-wrap intact) and accompanied by the original delivery note.

Items delivered to an overseas address must be returned within 30 days of the cancellation date, unused, unopened (with any seals and shrink-wrap intact) and accompanied by the original delivery note.

Goods must be returned at your own cost and we would recommend that you return the goods by recorded delivery. We can only accept the return, and refund opened items if they are faulty.

Faulty returns should be sent to the following address along with a covering letter stating the reason for the return:

Mail Order Returns
London Transport Museum
Covent Garden
London WC2E 7BB

Returning Framed and Unframed Prints

If you decide to cancel or return your print to order framed or unframed print for any reason, it is unlikely we could sell it again at full price. Therefore, a 20% cancellation fee of the order price will apply.

Framed and unframed prints should be sent to the following address:

Mail Order Enquiry
London Transport Museum
Covent Garden
London WC2E 7BB

Please note although most of our poster collection has been very well preserved, some original posters have only survived in a folded or damaged condition, and therefore the reproduction will copy their present condition.

For artwork reproductions, minor damage on old posters is endemic and considered acceptable as a mark of authenticity and as a recognition of the patina of age.

Returning Furniture Items

If for any reason you would like to return a furniture item, please email shopping@ltmuseum.co.uk or write to us at the address above (Returning Framed and Unframed Prints) within 14 working days of receiving your goods.

Returning Luggage Racks

If for any reason you would like to return a luggage rack, please email decommissionedoriginals@ltmuseum.co.uk  or write to us at the address above (Returning Framed and Unframed Prints) within 14 working days of receiving your goods.

Complaints

We aim to deal with all complaints as effectively as possible. In the first instance, your complaint may be sent to Customer Services via email, shopping@ltmuseum.co.uk. Alternatively, you may telephone us on 0207 565 7295, between 10am and 6pm, Monday to Friday. If you wish to speak to someone regarding framed prints, unframed prints and furniture, please contact 0800 952 0089 between 9am and 5.30pm, Monday to Friday.

We aim to acknowledge any complaint made through the website by email within 5 working days, and to conclude our investigations as soon as possible thereafter. Telephone complaints will not necessarily be acknowledged by email prior to investigation. Our acknowledgement will always include the name of the person who is handling your case. A likely timescale for resolution will be provided upon request, but this timescale will be dependent upon the specific nature of the complaint.

Data protection and privacy

We respect your absolute right to privacy. Any details which you provide to us from which we can identify you are held and processed lawfully and in accordance with the Data Protection Act 1998.

Any information that you give us (London Transport Museum) will never be given or sold to any other organisation under any circumstance without your express permission except to (1) our partner, Internova, for the purposes of carrying out maintenance of this website and assisting us with sending you marketing information where you have asked us to do so, (2) our provider of online payment facilities in connection with your processing your order, and (3) to couriers and other subcontractors for the purpose of fulfilling orders.

The types of personal information we will collect from you are:

  • Contact information for order fulfillment and customer services purposes (such as name, email address, delivery address and telephone number). This information may be used to contact you in case of difficulty in processing an order or to deal with customer services issues
  • Financial information relating to your payment for products (such as credit card number and expiry date) is collected and held securely by Barclays Bank on our behalf. This information is used for billing purposes and to fulfil customers' orders. No financial information is stored on our servers or those of our partner Internova.

London Transport Museum takes precautions to protect users' information. We have in place security systems and encryption technology to help ensure the security of your personal information. The servers on which we collect and store personal information are kept in an accredited and secure environment.

We use the information you give us to fulfill your order and to contact you in case of issues with your order. We also use your personal details and contact information for the following reasons:

  • Internal record keeping
  • To improve the website and service provided by the London Transport Museum online shop
  • To contact you in case of difficulty in processing an order or to investigate customer services issues
  • To follow up as part of our customer care procedures
  • To contact you by email with promotional and marketing information if you have opted to receive such information

We may use the information you give us to send details of our new services or to assist us in understanding our customers better. If you do not wish to receive details of our new services etc, simply send an email to shopping@ltmuseum.co.uk at any time.

You may be asked whether you would like to opt in to receive further information from London Transport Museum which we think may be of interest to you in the form of an email newsletter. This requires contact information such as name and email address to be retained by us for this purpose. Users who no longer wish to receive further information may unsubscribe to opt-out of receiving these communications or contact Customer Services using the website contact form.

London Transport Museum is the sole owner of the information collected on this website. Our partner (Internova) has access to this information for website maintenance purposes only. London Transport Museum will not pass on your personal information to any secondary organisations or use it for any purposes other than those stated above and in the terms and conditions.

This Website contains links to other websites with their own privacy policies, London Transport Museum and its partners are not responsible for the privacy policies of these websites.

We will notify you of any changes to the ways we will treat your personal information by placing a notice on this website and by email. You will always have a choice as to whether or not you wish us to use your information for additional purposes. Information will be used in accordance with the privacy policy under which it was collected.

Any questions regarding our privacy policy should be directed to Customer Services using the website contact form.

Exclusion of London Transport Museum liability

The information shown on this website is only for information purposes. The material on this website does not constitute advice and you should not rely on any material on this website to make any decision or take any action.

London Transport Museum does not make any warranty or representation as to the accuracy or fitness for purpose of any material on this website. In no event do we accept liability of any description, including liability for negligence (except for personal injury or death), for any damages or losses (including, without limitation, loss of business, revenue, profits, or consequential loss) whatsoever resulting from use of or inability to use this website.

London Transport Museum makes no warranty that this website is free from computer viruses or any other malicious or impairing computer program. The pages contained in this website may contain technical inaccuracies and typographical errors. The information in these pages may be updated from time to time and may be out of date. We accept no responsibility for keeping the information in these pages up to date or liability for not doing so.

London Transport Museum excludes all liability for any illegality arising from or error, omission or inaccuracy in material created and submitted by third parties to this website. This website also contains links to and contains information from other websites which are not under the control of and are not maintained by London Transport Museum.

London Transport Museum is not responsible for the content of websites that are referenced or linked to from this website.

Unless otherwise specified, the copyright in the contents of all the pages in this website are owned or licensed to London Transport Museum, or are used with permission from the owner.

The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without the prior written permission of London Transport Museum, except when this occurs incidentally while using the site for private and non-commercial use.

The Underground map and logo, New Johnston font, the poster and photographic collections and the trading names of past and present (operating divisions and subsiduaries) are protected by copyright and the Roundel in all its forms are also registered trademarks. A licence needs to be obtained from the TfL Commercial Department to reproduce them.

Please note: any unauthorised use of TfL's copyright and trademarks is an infringement of TfL's Intellectual Property and may lead to legal action and other remedies permitted under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

Customs

When ordering goods from ltmuseumshop.co.uk for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from ltmuseumshop.co.uk, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. Delivery times can be affected due to packages being inspected by customs.

Jurisdiction

The Courts of England and Wales shall have exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with this website and its use and these terms and conditions.

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