Frequently asked questions about shopping online

The new site

The British Museum shop looks different. What's changed?

We have updated our website to make it work better for you and showcase the wide range of products we offer as well as their relationship with the Museum. All of the products you love are still here, with new product categories to make them easier to find.

Can I log in to my old account?

No, please create a new account. Any accounts created before 23 April 2018 no longer exist, as we have moved onto a new system. To keep your data secure, we ask you to create an account again.

How can I receive my Member's Discount?

If you are a Member of the British Museum, you are entitled to 10% on all purchases in the online shop. You can redeem your discount by entering your unique Membership number at the basket stage.

Must I register my details with you?

You have the option to complete your order without registering.

Placing an order, payment and delivery

Must I register my details with you?

You have the option to complete your order without registering. In order for your card issuer to perform verification checks, it is necessary in all cases for you to give as your billing address the place where the payment card is registered, including the house number and postcode/zip code. We do not share this information outside the British Museum.

When entering your telephone number please enter it as one long number without any non-numeric characters, e.g. 00442030734970

How do I know that you have received my order?

When you submit your order we will reply immediately to your email address, confirming all order details, including the products you have ordered and the total cost. You will also receive email notification when your order has been processed and dispatched.

What forms of payment do you accept online?

We accept payment by Access, Visa, MasterCard, JCB, Amex, Diners Club and Maestro. We also offer PayPal but only for purchases of books and merchandise.

Is it safe to use my credit/debit card?

All orders are encrypted so they cannot be read during internet transactions. The secure server software used by the British Museum encrypts all your personal information, including credit card details, name, and address. A small padlock icon should be visible as part of the URL in the address bar when checking out. This is your guarantee that your actions are safe.

How much do you charge for delivery?

Delivery charges are calculated depending on the weight and destination of the order. The total will be displayed on the checkout page before you have to submit payment. The charges are displayed in detail on the delivery returns page.

UK residents only: if you select the Premium Delivery option at the checkout before 1pm your order will be tracked and delivered within 24 hours (Monday-Friday). Please note we cannot perform weekend deliveries. If you order after 1pm (UK time) we will send out your order the next day.

If you have any questions regarding delivery charges, please contact Customer Services directly:customerservices@britishmuseum.org

Do you ship outside of the UK?

Yes. We ship worldwide. Please visit the delivery returns page to find out more.

Are import duties payable on international orders?

Some countries outside the EU may impose import duties on deliveries from the UK. This is beyond the control of the British Museum.

When will I receive my order?

Deliveries to the UK are usually delivered within five working days of the order being placed. We strongly recommend that you propose an address where there will always be someone present to receive the delivery.

Deliveries abroad are delivered by Royal Mail, Parcelforce International or their local contractor. For delivery times, please visit the delivery returns page. At busy times, particularly before Christmas, please allow more time.

Why have I only received part of my order?

Sometimes, one or more items may be ready to ship before the rest of your order. In this case, you should have received an email detailing which items have been shipped. If you have any questions about the timing for the rest of your order, please contact customer services at customerservices@britishmuseum.org.

Can I return my items?

If you are not entirely happy with anything you have purchased from the online shop, please contact Customer Services within 14 days starting the day after delivery on 0800 218 2222 (or +44 (0)20 3073 4970 from outside the UK). If you wish to report a fault or mistake, please include a photo if you can to illustrate the problem. Once you have been in touch, we will then give you individual advice on returns, replacements and refunds.

Please note: unfortunately, for hygiene reasons, we are unable to offer refunds or exchanges on pierced earrings, unless they are faulty. We do not sell clip on earrings.