Frequently Asked Questions

How do I use a discount/promotional code?

When you have completed adding products visit the basket page and enter your discount/promotional code where prompted. You may have received or have access to multiple codes. Only one code can be applied so please use the code most suited to your order. Click apply discount, the relevant amount will be deducted from your total. If you have forgotten to add your code at the basket page, you can also apply the discount at the payment page during checkout

Can I add a gift message to my order?

Yes, you can select to add a gift message card after the shipping address at the checkout page. By selecting the gift message card, you will be able to enter your gift message (of up to 175 characters). This is printed on the card and included in your parcel. Our dispatch information does not display and pricing information.

Will I receive order confirmation?

We will send you a confirmation email detailing the exact order received shortly after your order is placed. If you do not receive an order confirmation email within 24 hours of placing your please send an email to our customer services team at onlineshop@english-heritage.org.uk or telephone +44(0)1761 452966.

How do I track my order?

Click here to log in to your account to track and manage your order(s).

Where do you deliver to?

We deliver to most postal areas in the UK and overseas. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man, Overseas and BFPO addresses may not always be possible. Orders placed for delivery outside the UK (including the EU) may be subject to import duties, taxes and fees. These are payable once your order reaches your specified destination. By purchasing from our website you agree to be responsible for import duties, taxes and fees incurred on your purchase. You are considered to be the importer of the products and must comply with all laws and regulations of the country to which your order is to be delivered. We regret that English Heritage will not be able to refund purchases that are refused delivery due to unpaid customs charges.

Heritage Wine/Alcohol: It may take longer to deliver to remote areas, including the following post codes: AB, BT, DD 8-11, HS, IV, KA 27-28, KW, PA20-23, 28-29, 31, 34, 41 onwards, PH8, 10, 16, 18 onwards, TR21-25, ZE. We do not deliver wine to the Channel Islands, Isle of Man or any address outside the UK.

When will my products be delivered?

After you have placed your order online, we will send you an order confirmation email with the subject ‘Your order from the English Heritage Shop’.

Your delivery date will be subject to the following:

• Standard Delivery - applies to UK standard delivery rate only, you can expect delivery by Royal Mail or courier within 7 working days after placing your order.
• Next Day Delivery – if an order is placed before 3pm with Next Day delivery option selected, you can expect delivery the following working day. Our couriers are operating  ‘contactless’ delivery service.
• Wine Delivery – delivered by courier, expect delivery within 7 working days after placing your order. Please note: We only ship alcohol to the UK mainland only. Our couriers are operating  ‘contactless’ delivery service.
• Overseas Delivery – expect delivery within 21 days of placing your order.

If you do not receive an order confirmation email within 24 hours of placing your order or your products have not been delivered within the timescale stated in the email, then please send an email to customer services at onlineshop@english-heritage.org.uk or telephone +44(0)1761 452966.

What if I’m not in when you deliver?

Deliveries are usually made on Mondays to Fridays between 9am and 5:30pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.  

What if my order has not arrived?

First of all, view your order online. If your order has been despatched and has not arrived within the expected time period, please email our customer services team at onlineshop@english-heritage.org.uk or telephone +44(0)1761 452966 between 9am and 5pm, Monday to Friday. 

What if only part of my order arrives?

If you have ordered more than one item on your order, please bear in mind that products may be sent out using different postal methods, therefore may arrive separately. If this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please contact customer services at onlineshop@english-heritage.org.uk or telephone +44(0)1761 452966.

Do you offer discounts on corporate or bulk orders?

Please contact us for more information by emailing us at onlineshop@english-heritage.org.uk

How do I change my online account information?

If you wish to change or update your online account information simply click on LOGIN at the top of the website and change the details as required.

Are all items in English Heritage shops available to buy online?

No. An English Heritage shop may sell a variety of products relevant to the individual site. We try to replicate the general range online, but do not offer the full range of products to ensure ease and speed of use for our customers. There are however, some exclusive online products that are not available from any English Heritage site gift shop.

How do I create an English Heritage online account?

You can create an account by clicking the SIGN UP link, at the top of the website. By registering before you order it will allow you be to retrieve your details and track your order. You will be asked to set up a password to access your account.