Returns Information


Returns Policy


Online Returns

We have extended the returns deadline to 30 days on all purchases made online.


Covent Garden Shop Returns

For purchases made in store from 1 March 2020, we have extended the returns deadline to 30 days.


Deliveries

Our fulfilment houses and couriers are adapting their procedures to increase the safety of their employees. We are all working hard to ensure we can get your orders to you on time where possible and we would like to thank you for your patience.


Made to Order Items

We work with both small and large UK based businesses to craft handmade items that reflect our shared love for London’s transport heritage. Carefully sourced specialists create our made to order items and extra steps are being taken during this time. We are still able to complete orders but there may be increased waiting times because of this.


If you have any questions please do not hesitate to contact us via email (shopping@ltmuseum.co.uk) as our phone lines are currently closed or visit our FAQs page. ​ We aim to respond to emails within 5 working days.


Thank you for your continued support and we hope you continue to stay safe and enjoy what the Museum has on offer digitally.


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 and Furniture items where a 20% fee of the order price will apply) or replace it.


*Please allow up to 14 working days for refunds to be processed during sale periods*


*Clothing items which are being returned due to sizing can be returned opened with the tags attached and unworn*


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 of opened items if they are faulty. Please send your unwanted items to the following address along with a note with your order number in the package so that we can process the return:


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


If your return is 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 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.

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 return to:
FAO LTM Online Shop
London Transport Museum Depot
118-120 Gunnersbury Lane
Acton Town
London
W3 9BQ


Returning Personalised Products


Please note that 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.

Please note if you wish to cancel your order containing personalised items, please notify us immediately (on the same day of ordering) via email on shopping@ltmuseum.co.uk or call us on 0343 222 5000. We cannot guarantee your order will be cancelled if you contact us after the order date.


Returning Large Items


This includes:
All furniture
All decommissioned original signs
All recommissioned products


If for any reason you would like to return a furniture item, please email shopping@ltmuseum.co.uk within 14 working days of receiving your goods. It is unlikely we could sell it again at full price. Therefore, a 20% cancellation fee of the order price will apply.

If for any reason you would like to return a luggage rack, please email shopping@ltmuseum.co.uk within 14 working days of receiving your goods.

Decommissioned Original Signs are offered with free UK mainland shipping to customers with the understanding that the shipping cost will be incurred by the London Transport Museum. Should a customer wish to return a decommissioned product, the cost of shipping the item back to the London Transport Museum will be the responsibility of the customer.

Customers are required to notify shopping@ltmuseum.co.uk of their intention to return within 14 days of receiving the item. Items must be returned within 28 days of receipt. Items must be returned in the condition which they were delivered and with the accompanying certificate of authenticity. Unfortunately we will be unable to issue refunds without the above conditions being met.


Please return to:
FAO LTM Online Shop
London Transport Museum Depot
118-120 Gunnersbury Lane
Acton Town
London
W3 9BQ