FAQS
In this section we have answered some of the questions most frequently asked by our customers. If you have a question which is not addressed here please contact us at on-lineshop@nationalgallery.co.uk
What forms of payment do you accept?
Is it safe to use my credit/debit card?
Do you accept international orders?
Are import duties payable on international orders?
How much do you charge for delivery?
How will my order be delivered?
can I check my previous orders?
Can I send products to another person?
How do I send orders to more than one address?
What is your returns policy?
What is your policy regarding damaged goods or incorrect deliveries?
How do I search for products?
How do I know that my order has been received?
What will you do with my name and address?
Is the full range of National Gallery products available on-line?
How can I change or remove items from my shopping basket?
How do I change my contact details?
How do I enable cookies in my browser?
Can I remove myself from your mailing list?
What forms of payment do you accept?
We accept payment by Visa, Visa Delta, Mastercard, and Switch Cards.
Is it safe to use my credit/debit card?
Completely. We place great importance on maintaining the security of all the confidential details you provide us with when ordering through our on-line shop. All orders are encrypted so that they cannot be read as they travel over the Internet and in order to ensure that they arrive privately and unaltered to our server only. For further information on our Security Policy click here.
[Top]
Do you accept international orders?
We currently deliver to most countries worldwide.
If you can't find your desired delivery destination on the dropdown list please contact us at help@nationalgallery.co.uk
or telephone us on: (+44) 020 7747 2870.
International orders will be subject to different delivery times and prices.
Are import duties payable on international orders?
Some countries may impose import duties on deliveries from the UK. Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country.
[Top]
How much do you charge for delivery?
Delivery charges vary depending on the destination of the order. You will always be informed of the applicable delivery charge before you are asked to confirm your order on the 'Confirm & Purchase' screen. In addition, on the Shopping Basket page, you will be shown the cost of the delivery depending on the country of destination you select.
[Top]
How will my order be delivered?
Deliveries to the UK:
We try to deliver all goods within 7 working days of the order being placed. Some of these packages are delivered by DHL who will not deliver the item if there is no-one present to sign for it. (In such cases they will take the parcel to the DHL depot for collection or delivery on an alternative day.) We strongly recommend that you propose an address where there will always be someone present to sign for the delivery (such as a work address).
Deliveries abroad:
Are sent by air mail. Delivery times vary depending on the destination, but we endeavour to have them delivered within 15 working days of the order. Again, we strongly recommend that you propose an address (such as a work address) where there will always be someone present to receive the delivery. International orders may take up to 25 working days for delivery.
[Top]
Can I send products to another person?
Yes - you can send a delivery to someone else - when you come to the checkout page 'Delivery Details' simply fill out the address you would like your order sent to as well as your own billing address. Unfortunately we cannot currently deliver to more than one address per order.
Can I check my previous orders?
Yes, you can check all orders previously associated with your account by logging in to your account with your email and password and clicking on the option to view previous orders. You can also do so by clicking here.
How do I send orders to more than one address?
You can send products to several different addresses, but they each need to be completed as separate orders with the separate destination addresses specified. When you have completed the first order, simply click on the 'Continue Shopping' button to make up the order for the second address. When you come to process the second order the computer will have remembered your contact details (but NOT your credit-card number) so that you don't have to waste time filling these in again. A seperate delivery charge will be made for each delivery address.
[Top]
What is your returns policy?
NGC wants you to be totally satisfied with your purchase. If for any reason you are not entirely happy with your order NGC will refund the value of the goods supplied provided that they, together with the original invoice, are returned to NGC in perfect condition to the address specified on the invoice, within 30 days of delivery. Returned goods should be sent recorded delivery. NGC will repay you the value of the goods (excluding delivery costs) within 30 days from receipt of the returned goods without any further charge to you except the direct cost of returning the goods.
What is your policy regarding damaged goods or incorrect deliveries?
We do all we can to ensure that orders arrive with you correctly and in good condition. However if you are not sent the goods you ordered, or if the goods arrive damaged, we will either refund your money or (depending on stock availability) replace the damaged goods or make up the shortage. We will also reimburse your delivery costs. Any claim by you in respect of any shortages and/or defects in the goods must be notified to us by you within seven days of the delivery date (please use the contact details on your invoice), stating the nature of the shortage/defect & quoting the invoice no.; if you fail to so notify us we regret you will be deemed to have accepted the goods. In certain cases we may ask you to help us by returning the damaged goods at our expense.
[Top]
How do I search for products?
The shop is divided into different collections, which are displayed on the navigation on the left-hand side of your screen. Click on any of these collections to be taken to a page containing an illustrative list of products in that category. To see more about any product, click on its image. You can move back at any time by using the back arrow in your menu bar, or by using the map to move to another department. If you know what you are looking for, you can use the search facility to select product available by artist, era, product type or price or key word search.
Use the pull-down menus to select an artist's name to see a selection of all products related to the artist and his work, or to select by era (e.g. Impressionist, Renaissance, 13th Century, etc) or by product type (books, catalogues, posters). Alternatively do a key word search by typing in a phrase or word, for instance 'Florence' to find any books with Florence in the title. You can also search by typing in the author of any book you are looking for. Your search results will be shown on the screen: from the selection you can then click on any product to see it in more detail and add it to your shopping basket.
[Top]
How do I know that my order has been received?
When you submit your order we will send an e-mail to the e-mail address you have given us to confirm all your order details, including products ordered & total cost.
What will you do with my name and address?
We will use the information you provide us to process your orders. If you choose to register your name with us we will occasionally send you news and information on special offers exclusive to the National Gallery website. We are committed to protecting your privacy, and will not sell, rent or trade your personal details with any other companies. For further information on our privacy policy click here.
[Top]
Is the full range of National Gallery products available on-line?
Unfortunately we cannot show all of our diverse and changing products on-line. Our full range of products can be found in our main shop at the Gallery. If you are looking for a particular product which you cannot find on our website, please contact our main shop Mail Order Department by telephoning (+44) 020 7747 2870 or by e-mail to
mailorder@nationalgallery.co.uk
How can I change or remove items from my shopping basket?
It is possible to remove items from your shopping basket at any time before you purchase. To do so just click on the 'Checkout' icon (or if you are in the checkout pages, on the 'Shopping Basket' tab), and then edit the numbers of any item in the quantity box and then click 'Update' to refresh the screen. Set the value to '0' if you wish to remove the item.
[Top]
How do I change my contact details?
Simply click on the registration or sign in link at the top right of the Home Page. You will be taken to a registration page. Then click on the link that asks if you want to update/change your details.
How do I enable cookies in my browser?
Cookies are required to help us identify each customer. If cookies are disabled in your browser, our site will not work properly.
The cookies we use never store any personal data.
To enable cookies in your browser:
Internet Explorer:
This will ensure that cookies from us are allowed, but other sites will still have the same security as before.
Firefox:
This will ensure that cookies from us are allowed, but other sites will still have the same security as before.
Can I remove myself from your mailing list?
You can remove yourself from our mailing list at any time. Simply enter the email address you registered with here; [Top]
Payment
What forms of payment do you accept?
Is it safe to use my credit/debit card?
Delivery
Do you accept international orders?
Are import duties payable on international orders?
How much do you charge for delivery?
How will my order be delivered?
can I check my previous orders?
Can I send products to another person?
How do I send orders to more than one address?
Returns
What is your returns policy?
What is your policy regarding damaged goods or incorrect deliveries?
Using the Site
How do I search for products?
How do I know that my order has been received?
What will you do with my name and address?
Is the full range of National Gallery products available on-line?
How can I change or remove items from my shopping basket?
How do I change my contact details?
How do I enable cookies in my browser?
Can I remove myself from your mailing list?
What forms of payment do you accept?
We accept payment by Visa, Visa Delta, Mastercard, and Switch Cards.
Is it safe to use my credit/debit card?
Completely. We place great importance on maintaining the security of all the confidential details you provide us with when ordering through our on-line shop. All orders are encrypted so that they cannot be read as they travel over the Internet and in order to ensure that they arrive privately and unaltered to our server only. For further information on our Security Policy click here.
[Top]
Do you accept international orders?
We currently deliver to most countries worldwide.
If you can't find your desired delivery destination on the dropdown list please contact us at help@nationalgallery.co.uk
or telephone us on: (+44) 020 7747 2870.
International orders will be subject to different delivery times and prices.
Are import duties payable on international orders?
Some countries may impose import duties on deliveries from the UK. Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country.
[Top]
How much do you charge for delivery?
Delivery charges vary depending on the destination of the order. You will always be informed of the applicable delivery charge before you are asked to confirm your order on the 'Confirm & Purchase' screen. In addition, on the Shopping Basket page, you will be shown the cost of the delivery depending on the country of destination you select.
UK:
Delivery charges are calculated by weight of the items ordered, please add the items you wish to purchase to the basket to find out the cost.
Poster orders: Where an order includes both a poster and other goods (such as a book) we have to split the order into two parcels - a poster tube for the posters to ensure that they arrive with you in good condition, and a separate parcel for the other goods. In these circumstances we regret that we have to charge an additional sum to cover our additional postage and packaging costs.
International orders:
the cost of delivery of International Orders is determined by the weight of the package and varies depending on the destination of the delivery. Delivery costs are divided into two bands depending on the region of destination: Europe and the Rest of the World. If you want to see precisely how much your parcel will cost, select the relevant destination region on the Shopping Basket page. Your delivery costs will also be confirmed on the 'Confirm & Purchase' screen before you need to decide whether or not to proceed with your purchase. As for UK deliveries, we regret that an additional charge has to be made for orders consisting of both posters and other goods (see above under UK orders). This cost will be displayed on the 'Shopping Basket' screen as part of your total delivery cost.
Delivery charges are calculated by weight of the items ordered, please add the items you wish to purchase to the basket to find out the cost.
Poster orders: Where an order includes both a poster and other goods (such as a book) we have to split the order into two parcels - a poster tube for the posters to ensure that they arrive with you in good condition, and a separate parcel for the other goods. In these circumstances we regret that we have to charge an additional sum to cover our additional postage and packaging costs.
International orders:
the cost of delivery of International Orders is determined by the weight of the package and varies depending on the destination of the delivery. Delivery costs are divided into two bands depending on the region of destination: Europe and the Rest of the World. If you want to see precisely how much your parcel will cost, select the relevant destination region on the Shopping Basket page. Your delivery costs will also be confirmed on the 'Confirm & Purchase' screen before you need to decide whether or not to proceed with your purchase. As for UK deliveries, we regret that an additional charge has to be made for orders consisting of both posters and other goods (see above under UK orders). This cost will be displayed on the 'Shopping Basket' screen as part of your total delivery cost.
[Top]
How will my order be delivered?
Deliveries to the UK:
We try to deliver all goods within 7 working days of the order being placed. Some of these packages are delivered by DHL who will not deliver the item if there is no-one present to sign for it. (In such cases they will take the parcel to the DHL depot for collection or delivery on an alternative day.) We strongly recommend that you propose an address where there will always be someone present to sign for the delivery (such as a work address).
Deliveries abroad:
Are sent by air mail. Delivery times vary depending on the destination, but we endeavour to have them delivered within 15 working days of the order. Again, we strongly recommend that you propose an address (such as a work address) where there will always be someone present to receive the delivery. International orders may take up to 25 working days for delivery.
[Top]
Can I send products to another person?
Yes - you can send a delivery to someone else - when you come to the checkout page 'Delivery Details' simply fill out the address you would like your order sent to as well as your own billing address. Unfortunately we cannot currently deliver to more than one address per order.
Can I check my previous orders?
Yes, you can check all orders previously associated with your account by logging in to your account with your email and password and clicking on the option to view previous orders. You can also do so by clicking here.
How do I send orders to more than one address?
You can send products to several different addresses, but they each need to be completed as separate orders with the separate destination addresses specified. When you have completed the first order, simply click on the 'Continue Shopping' button to make up the order for the second address. When you come to process the second order the computer will have remembered your contact details (but NOT your credit-card number) so that you don't have to waste time filling these in again. A seperate delivery charge will be made for each delivery address.
[Top]
What is your returns policy?
NGC wants you to be totally satisfied with your purchase. If for any reason you are not entirely happy with your order NGC will refund the value of the goods supplied provided that they, together with the original invoice, are returned to NGC in perfect condition to the address specified on the invoice, within 30 days of delivery. Returned goods should be sent recorded delivery. NGC will repay you the value of the goods (excluding delivery costs) within 30 days from receipt of the returned goods without any further charge to you except the direct cost of returning the goods.
What is your policy regarding damaged goods or incorrect deliveries?
We do all we can to ensure that orders arrive with you correctly and in good condition. However if you are not sent the goods you ordered, or if the goods arrive damaged, we will either refund your money or (depending on stock availability) replace the damaged goods or make up the shortage. We will also reimburse your delivery costs. Any claim by you in respect of any shortages and/or defects in the goods must be notified to us by you within seven days of the delivery date (please use the contact details on your invoice), stating the nature of the shortage/defect & quoting the invoice no.; if you fail to so notify us we regret you will be deemed to have accepted the goods. In certain cases we may ask you to help us by returning the damaged goods at our expense.
[Top]
How do I search for products?
The shop is divided into different collections, which are displayed on the navigation on the left-hand side of your screen. Click on any of these collections to be taken to a page containing an illustrative list of products in that category. To see more about any product, click on its image. You can move back at any time by using the back arrow in your menu bar, or by using the map to move to another department. If you know what you are looking for, you can use the search facility to select product available by artist, era, product type or price or key word search.
Use the pull-down menus to select an artist's name to see a selection of all products related to the artist and his work, or to select by era (e.g. Impressionist, Renaissance, 13th Century, etc) or by product type (books, catalogues, posters). Alternatively do a key word search by typing in a phrase or word, for instance 'Florence' to find any books with Florence in the title. You can also search by typing in the author of any book you are looking for. Your search results will be shown on the screen: from the selection you can then click on any product to see it in more detail and add it to your shopping basket.
[Top]
How do I know that my order has been received?
When you submit your order we will send an e-mail to the e-mail address you have given us to confirm all your order details, including products ordered & total cost.
What will you do with my name and address?
We will use the information you provide us to process your orders. If you choose to register your name with us we will occasionally send you news and information on special offers exclusive to the National Gallery website. We are committed to protecting your privacy, and will not sell, rent or trade your personal details with any other companies. For further information on our privacy policy click here.
[Top]
Is the full range of National Gallery products available on-line?
Unfortunately we cannot show all of our diverse and changing products on-line. Our full range of products can be found in our main shop at the Gallery. If you are looking for a particular product which you cannot find on our website, please contact our main shop Mail Order Department by telephoning (+44) 020 7747 2870 or by e-mail to
mailorder@nationalgallery.co.uk
How can I change or remove items from my shopping basket?
It is possible to remove items from your shopping basket at any time before you purchase. To do so just click on the 'Checkout' icon (or if you are in the checkout pages, on the 'Shopping Basket' tab), and then edit the numbers of any item in the quantity box and then click 'Update' to refresh the screen. Set the value to '0' if you wish to remove the item.
[Top]
How do I change my contact details?
Simply click on the registration or sign in link at the top right of the Home Page. You will be taken to a registration page. Then click on the link that asks if you want to update/change your details.
How do I enable cookies in my browser?
Cookies are required to help us identify each customer. If cookies are disabled in your browser, our site will not work properly.
The cookies we use never store any personal data.
To enable cookies in your browser:
Internet Explorer:
- Click the Tools menu
- Click Internet Options
- Click the Privacy tab
- Click the Sites button
- Type nationalgallery.co.uk into the 'Address of website' text box
- Click the Allow button.
This will ensure that cookies from us are allowed, but other sites will still have the same security as before.
Firefox:
- Click the Tools menu
- Click Options
- Click the Privacy tab
- In the History pane, select Firefor will: 'Use custom settings for history' in the drop-down box
- Click the exceptions button
- Type nationalgallery.co.uk into the 'Address of website' text box
- Click the Allow button.
This will ensure that cookies from us are allowed, but other sites will still have the same security as before.
Can I remove myself from your mailing list?
You can remove yourself from our mailing list at any time. Simply enter the email address you registered with here; [Top]
