faq

FAQ

When will I receive my order?

We use the Royal Mail 1st Class delivery service. We aim to dispatch orders within 5 days. Once you have received the dispatch email, please allow 5 working days for UK mainland standard delivery and up to 21 working days for international delivery. If you require UK Special Delivery, specific delivery instructions or for a message to be added to your order then please email us as soon as possible at shopping@ltmuseum.co.uk after making your purchase.

Please check our delivery information page for more details.

How do I check the status of my order or track a shipment?

If your order does not arrive within the advised delivery times please contact us by emailing shopping@ltmuseum.co.uk.

Can I collect my online order in store?

Unfortunately we do not currently offer a click and collect service.

What is your returns policy? How do I exchange an item?

Please refer to our returns policy for more details.

Will I receive confirmation that you have received my order?

Yes, you will receive an automated confirmation email if your order has been successful.

Do you offer returns postage?

We do not cover the cost of returning an item unless it is faulty or we have made a mistake. Please check our returns policy for more information.

Where can I find the London Transport Museum store? Can I come to the shop without visiting the museum?

You can visit the museum shop without visiting the museum. Please note the museum is currently closed.

Museum Address:

London Transport Museum
Covent Garden Piazza
London
WC2E 7BB

Museum shop opening times:
Sunday – Tuesday 10:00 – 18:30
Wednesday, Thursday, Friday and Saturday 10:00 – 19:00

How do I contact customer services?

For queries about an existing order, if you wish to place an order, or if you require website assistance please email us at shopping@ltmuseum.co.uk Monday to Friday (except bank holidays).

We aim to respond within 3-5 working days, during sale and peak trading periods, please allow up to 5 working days.

Where do you ship to?

We deliver to most countries in the world but some exclusions apply.
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.

Is your site secure?

Shopping online at the London Transport Museum is safe. We have in place security systems and encryption technology to help ensure the security of you personal information. All information is encrypted and transmitted using Secure Sockets Layer (SSL) protocol.

Can I buy the moquette material?

Yes we have a selection of moquette fabrics these will be available to purchase (by the metre) in July 2020

What payment methods do you accept?

You can pay either by VISA, Master Card, Switch, Delta, American Express or PayPal. We are unable to accept Electron cards, cheques, cash, or postal orders.
No responsibility can be taken by London Transport Museum for incorrect or incomplete details submitted on the website.

Do you ship internationally?

Yes we ship to most countries worldwide

Can I order the print to order prints in the shop?

No, print to order prints can only be ordered online.

What sizes and finishes do the reproductions prints come in?

Print to order posters can be printed in small, medium, large and extra-large. For exact dimensions in cm, please see poster product page. Please be aware that some artworks may not be offered in all sizes due to the quality of the original artwork.

Prints can also be offered in two finishes, matte and semi-gloss. Semi-gloss is not available if the print is framed due to glare.

The glazing used for all framed prints is 2mm acrylic glazing.

Do you use glass in the framing service?

All sizes are available in the framing service but for safety reasons we do not use glass in the process. A very high quality acrylic glazing is used instead.

Will there be imperfections on the reproductions prints?

In some cases yes. Original posters were printed on cheap, thin posting paper (suitable for posting to platform wall etc). 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.

Will my reproduction image be crisply reproduced?

Generally, yes. Most images in the Collection are beautifully drawn or designed and look particularly crisp even when reproduced at A0 size. However, please bear in mind some of the smaller posters were ‘roughly’ executed, and the larger the image size ordered, the more pronounced will be the imperfections.

There is a poster currently on the Underground system but I cannot find it on the website?

There are two types of advertising on Transport for London’s systems. Commercial advertising, for products, services, films etc, and Transport for London’s own publicity (for example: travel information, special events, safety messages and so on).

Current Transport for London posters may, from time to time, be available for public sale, but only if Transport for London has the relevant sales rights from artists, designers or design agencies. If TfL posters are available for purchase, they will appear on the Museum website.

Enquiries about copies of commercial advertising should be made to the relevant advertisers direct.

How are the posters and prints packaged?

Posters are rolled in a plastic sleeve and packaged in a high quality, robust cardboard mailing tube to ensure that your order arrives in top condition. Please note: Posters in tubes may arrive separately from the rest of your order.

Prints from size A3 to AO are packaged the same way.

Smaller prints (A4 and smaller) are packaged in hard cardboard backed envelopes.

Framed prints are packaged suitably by a framing company to ensure their safe arrival.

I have seen a product in your shop but cannot find it on your website.
Can I still order it?

Unfortunately we can not place orders over the phone. We cam reserve items up to 24 hours in our Covent Garden shop.
For Covent Garden stock enquiries please call 0343 222 5000 and select options 4, then 1.

Why shop with us?

Every purchase from London Transport Museum helps support our charitable objectives.

Decommissioned Originals Grading

Decommissioned Goods are original authentic items and will bear the patina of service on the transport network regardless of the grade. Scratches, abrasions, slight buckles and dents are all part of the authenticity of the Decommissioned Goods. Please Note: The price is reflective of the signs condition. Here is a guide to the grading:
Grade A
The condition is good although there may still be some slight abrasions to the body of the sign. The roundel or text is unblemished.
Grade B
The condition is good but not flawless. Some scratches may be evident on the sign however the roundel or text is undamaged.
Grade C
Some damage to the roundel and text may be evident and scratches and dents throughout the sign.

Can I claim a VAT refund for goods purchased online?

For information regarding VAT refunds please see below:
https://www.gov.uk/tax-on-shopping/taxfree-shopping

Please be advised if your delivery address is not within the UK, you may be subject to import duties and taxes which are levied once shipment reaches your country. You will need to pay any additional charges for customs clearance. Please note that customs policies vary for each country so please contact your local customers office for more information.