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Online Shop Customer Care & FAQs

Shopping with us

Browsing

Visit nts.org.uk/shop and view items by category and collection (eg Home & Garden, Christmas, Outlander).

If you can’t find the product you’re looking for, please contact onlineshop@nts.org.uk and we’ll be happy to help you find the perfect item for you. We can also help you find your nearest National Trust for Scotland shop to check local stock levels for you, when our shops are open.

Placing an order

Once you’ve found the item you’d like to purchase, click Add to Basket to add it to your shopping basket (visible in the top right-hand corner of the screen). You can then add more items to your basket, or continue to the checkout.

Once you’ve completed your order, you’ll receive an order confirmation with the items that you’ve ordered and your unique order number.

If you need to make any changes to your order, please contact us as soon as possible at onlineshop@nts.org.uk and we’ll do our best to make any changes prior to dispatch.

Discounts, promotions & offers

All promotions are subject to availability and while stocks last. We reserve the right to end a promotion at any time.

Delivery

We offer the following delivery services depending on your location:

UK

Standard UK delivery is £4.99 per order.

Standard delivery orders are dispatched by carrier and normally take between 3 and 5 working days to arrive, depending on your location.

Certain items may be subject to delivery restrictions, and may not be available on certain delivery services. This will be displayed in the product information.

Overseas

Overseas delivery is £19.99 per order. Please note we do not currently offer an express delivery for overseas deliveries.

Certain items may be subject to delivery restrictions, and may not be available for delivery to certain locations. This will be displayed in the product information.

Orders are dispatched by carrier and can take up to 15 days, depending on your location. We’ll endeavour to provide delivery tracking information for your order.

We cannot be held responsible should local customs authorities wish to confiscate any items, for any delays in customs clearance, or for any import duties.

Returns, exchanges & refunds

If there’s an issue with your order, or you’re not happy with an item you’ve purchased, we’re happy to help resolve the situation for you. Contact us within 28 days of delivery to notify us of any issues via onlineshop@nts.org.uk

Please note some items are excluded from our returns policy – these include items with a sanitary seal which has been broken or opened, eg CDs, DVDs as well as earrings. Our Surname Origin and History prints are also non-refundable.

You can find out more about our returns policies in our Terms & Conditions.

Contact us

If you need to get in touch, you can email us at onlineshop@nts.org.uk