Returns Information


Returns Policy


We hope you will love what you have ordered but if for any reason you would like to return it, your item must be unused/unworn, and in the same condition as you received it. Information about returning items is outlined below.

Please note, we do not offer exchanges. Items ordered online cannot be returned in our Covent Garden store.


Returns instructions

To make a return, please follow our instructions below:

  • 1. Email us at shopping@ltmuseum.co.uk within 14 days of receiving your goods to notify us of the return.
  • 2. Return the item(s) to the address below including your order number, within 28 days of receiving the item(s). Clothing items which are being returned due to incorrect sizing can be returned opened as long they are unworn, and the tags are attached.
  • 3. The return shipment cost must be paid by you and is not covered by LTM, unless the item is faulty. We would recommend that you use recorded delivery.
  • 4. Once we have received the returned item we will issue you a refund within 14 working days (please refer to our refund policy for print to order prints and made to order furniture below) or replace it if you have requested this by email. *Refunds may take longer to process during busy trading periods*

Please send package to (returns address for print to order prints and made to order furniture outlined further below):

London Transport Museum
PO Box 621
York House, Wetherby Road
York,
YO26 7NH


Faulty items

If you are reporting or returning a faulty item, please send an email along with a picture showing the fault to shopping@ltmuseum.co.uk. and we will advise you further.


Returning Limited edition prints or framed / unframed print to order posters


If you decide to cancel or return your print to order framed or unframed print, a 20% cancellation fee of the order price will apply as our these are bespoke and made to order.

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.

Please refer to the return instructions above and send the print to order print(s) to:

LTM Online Shop Returns
London Transport Museum Depot
118-120 Gunnersbury Lane
Acton Town
London
W3 9BQ


Returning large items


This includes:
All made to order furniture
All decommissioned original signs
All recommissioned products


For made to order furniture, a 20% cancellation fee of the order price will apply as these pieces are bespoke and made to order.

If you wish to return an item listed above, please following the returns instructions above and send the package to:

LTM Online Shop Returns
London Transport Museum Depot
118-120 Gunnersbury Lane
Acton Town
London
W3 9BQ


The item must be returned in the same condition as you received it, along with the accompanying certificate of authenticity (for Decommissioned items). Unfortunately we will be unable to issue refunds without the above conditions being met.


Returning Personalised Products


Our policy regarding cancelling or returning your order does not apply to personalised products unless there is a manufacturing error or product defect. Personalised products are unable to be exchanged as they are bespoke, made to order.

If you wish to cancel your order containing personalised items, please notify us within 24 hours (on the same day of ordering) via email on shopping@ltmuseum.co.uk. We cannot guarantee your order will be cancelled if you contact us after the order date.