Delivery & returns

Delivery & returns

All deliveries will be contactless from our delivery suppliers. Please note that there may be some delays on delivery. We are following safe working guidelines as advised by Scottish Government.

United Kingdom: Royal Mail. 1st Class is taking up to 10 days; longer for 2nd Class. Courier deliveries may also be experiencing some slight delays.

International: Most major export routes remain open, but shipments to some destinations are now suspended due to the lack of air transport. Please refer to Royal Mail for the current list United Kingdom, International or get in touch with us directly and we can check this for you at the time of your order.

100% of profits from the online shop go to support the National Galleries of Scotland. To make our prices as fair as possible we do not make any profit from the postage and packaging charges. Simply add your item to your basket and the exact calculated delivery charge will be displayed for your country of choice when the delivery address is added. You can continue shopping at any time.

Last order dates Christmas 2020

Any orders placed after these dates may not be guaranteed Christmas delivery.

Any orders must be made by midnight on the date specified. All deliveries are subject to change depending on Royal Mail/courier conditions, please note that restrictions and delays may apply due to guidelines affected by COVID-19.

Any purchase made from 1 November until 24 December, in store or online, can be returned up until 31 January. Normal exclusions apply.

Gift Shop

 

Last date to order for Christmas delivery (on orders received before 10am that day) Countries/Country which order will be delivered to
Tuesday 1 December Africa, Middle East, Asia, Cyprus, Far East, Eastern Europe (except Czech Republic, Poland and Slovakia)
Sunday 6 December Caribbean, Central and South America, Australia, Greece, New Zealand
Thursday 10 December Czech Republic, Germany, Italy, Poland, Canada, Finland, Sweden, USA
Friday 11 December Austria, Denmark, Iceland, Portugal, Netherlands, Norway, Slovakia, Spain, Switzerland, Belgium, France, Ireland, Luxembourg
Wednesday 16 December United Kingdom

 

Click and collect orders: Any gift shop orders placed after Wednesday 16 December until Monday 21 December can be collected from the selected location until the 24 December 4.30pm.

Any online gift shop orders placed after Wednesday 16 December, which are not for collection, will be dispatched after 3 Jan.

Custom Prints

All orders must be placed by 10am on the date specified.

Last date to order for Christmas delivery (on orders received before 10am that day)
*Changed to reflect delivery advice from supplier
Countries/Country which order will be delivered to
Monday 25 November (in-store kiosk) International
Friday 27 November (online)* International
Friday 4 December (online)* United Kingdom

 

Memberships

Friends membership gift vouchers will be delivered by email, either to the purchaser or directly to the recipient, immediately or on the date of the purchaser’s choice. Christmas membership gift voucher emails can be sent right up until Christmas Day or afterwards if you wish.

Delivery information
 

Gift Shop

Our online shop is now open. We are now delivering online orders through contactless delivery.

Delivery times may take a little longer than usual due to the additional safe working policies in the warehouse and with our shipping partners however we will get your order to you as soon as possible. Your support is extremely valued by us, now more than ever.

Custom prints

Our custom print orders are made to order and delivered separately from other orders. Our click and collect service will not be available for custom print orders as these products are made off site and a delivery charge is applied to send the order from our supplier.

Update on production and delivery of custom print orders.

There may be a 3–7-day delay on production of some items - Frames & canvases, panels, rolled prints.

United Kingdom: Some of our custom print order are delivered using Royal Mail. 1st Class is taking up to 10 days; longer for 2nd Class.

International: Most major export routes remain open, but shipments to some destinations are now suspended due to the lack of air transport. Please refer to Royal Mail for the current list.

All of our custom print products are made to order and should be dispatched within approximately 14 working days upon receipt of your order. Occasionally, however, a particular item may take slightly longer due to the custom made nature of these products.

Depending on the products ordered, orders are shipped by Courier or Tracked Mail and we will provide tracking information for your order via email.

All of our products have a delivery time estimate associated with them when you order. We try very hard to ensure that these times are accurate and we continually review and update them to reflect the latest product status. All delivery times are based on a standard working week. Delivery is normally on the next business day after your order is produced within mainland UK, within 5-7 business days to Europe and 10-12 for the rest of the world. For international deliveries by Royal Mail, you can normally use the tracking number on your local mail service provider’s website and obtain more detailed information on delivery progress. This facility is only available once the shipment arrives in the destination country and is tracked into the local mail system.

You can cancel a custom print order at any time prior to despatch. Simply send us an email, including your order number for quick reference. Charges for custom print orders are calculated at checkout. For more information about our charges please contact us directly.

Membership delivery

Delivery of Membership is free of charge.  All new memberships and renewals will be dispatched from the Membership Office within 10 working days of receipt of your order.  All Memberships are sent by second class mail.

Delivery Charges

 

Gift Shop

Weight range (kg) UK Europe >Rest of the World
0 - 0.25 £2.00 £4.75 £7.00
0.251 - 0.75 £2.75 £6.70 £12.00
0.75 to 1 £4.95 £12.95 £20.57
0.9 - 1 £4.95 £10.95 £12.50
1.01 - 2 £7.95 £14.95 £21.35
2.01 - 3 £15.85 £20.00 £26.44
3.01 - 4 £15.85 £20.00 £37.00
4.01 - 5 £15.85 £20.00 £45.47
5.01 - 6 £15.95 £20.00 £53.90
6.01 - 7 £17.95 £20.00 £62.01

 

Custom prints
 

Product type Delivery zone Delivery price from
Small Art paper print (10 x 15cm, 28 x 35cm) UK £2
Small Art paper print (10 x 15cm, 28 x 35cm) Outside UK £3.50
Art paper print (30 x 40cm to 70 x 100cm) UK £5
Art paper print (30 x 40cm to 70 x 100cm) Outside UK £15
Rolled canvas (all sizes) UK £5
Rolled canvas (all sizes) Outside UK £15
Framed Art paper print (all sizes) UK £10
Framed Art paper print (all sizes) Outside UK £20
Stretched/Framed canvas (all sizes) UK £10
Stretched/Framed canvas (all sizes) Outside UK £20

 

Click and Collect

We now offer a free of charge Click and Collect service for online orders to pick up in selected Gallery shops. Please note that our Click and Collect service will not be available for any custom print order as these products are made by a 3rd party supplier off site.

Customers will receive two emails one to confirm your order and the second to confirm when your order will be ready for collection. Please collect your order from the selected collection point only once you have received the second email confirming your order is ready for collection. Same day collection is unfortunately not available as your order is packed and delivered to the collection point from our warehouse.

Collection points are Scottish National Gallery shop (entrance via Princes Street gardens) and Scottish National Gallery of Modern Art One (main foyer until gallery shop is open).

Please bring your order confirmation either printed or on a device for reference, along with the payment card you used for the order, or a current photo driver's licence or passport. If someone else is collecting on your behalf please ask them to show the order confirmation as proof for collection, along with ID for reference.

Part deliveries

If you have ordered more than one item, your order may be delivered in separate shipments. Regardless of the number of deliveries you receive you will only be charged for the amount at the time you place your order. Any additional deliveries required to complete an incomplete order will incur no additional delivery charges.
Custom print orders will be sent separately from other items.

Out of Stock Products

If we are currently out of stock of an item, the information will be updated or removed from the website. Should you require more information or would like us to suggest an alternative please contact us directly at [email protected] or call us on +44 (0) 131 624 6494

Returns

We are hope you are happy with your purchase. If for any reason you are not totally satisfied with your order you may return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or give you a refund. Return postage charges are non-refundable unless the item is faulty or incorrect.

If you have purchased something in store and would like to return it the same returns process applies.

Exceptions

Please note the two return exceptions:

All of our custom print products are made to order, so accepting the return of a non-faulty item is at our discretion

Earrings for reasons of hygiene are non-refundable

Faulty or Damaged Goods

If you believe there is a fault with your goods you should notify us immediately. Where a genuine defect is found and the fault is rectifiable, custom print reprints will be made and sent at the earliest opportunity. Faulty goods that cannot be rectified will receive a full refund instead.

Slight colour variations that can occur in relation to how the product images are displayed online as minor distinctions will not warrant the finished product to be classed as faulty.

If we are unable to offer an alternative in exchange for an item at the time of the return and you would like to order something else, please place a new order through the website and this will be treated as a separate transaction and a refund will be provided for the returned item.

Please note that items returned do not become our responsibility until received by our mail order department. We recommend that the goods are returned by a recorded delivery service.

Returning an order

Step 1 - Notification

To initiate the returns process, please email [email protected] or, alternatively, call +44 (0) 131 624 6494, quoting your order number and stipulating the reason for the return.

Step 2 - Returning the goods by post or in person

By post

As soon as we receive your notification, we will provide you with detailed instructions on how to return your order. We require items to be returned in good condition, in the full original packaging. Once we receive your returned order, we will replace or refund as required.
Exchanges will be processed within 14 days of receipt of the returned order.

Refunds are normally processed within 7 days although please allow up to 28 days. We cannot refund shipping costs for orders or returns unless the product is faulty or damaged.

Please complete a customs declaration for any shipments outside the EU

Returns by post should be sent to:

Returns
National Galleries of Scotland Warehouse
Unit 6, West Shore Road Trading Estate
West Shore Road
Granton, Edinburgh
EH5 1QF

Returning your goods in person

You may also return an online order in person to

Scottish National Gallery of Modern Art Shop
73 or 75 Belford Road
Edinburgh

Open 7 days 10am – 5pm

Please let us know if you would like to return the item in store by contacting us at [email protected] or telephone +44 (0) 131 624 6494

Returns form

Please download and complete our returns form which should be included with your return, to ensure that we can deal with your request quickly and efficiently.

Download our returns form

Exchanges

If we are unable to offer an alternative in exchange for a returned item and you would like to order something else, please place a new order through the website. This will be treated as a separate transaction and a refund will be provided for the returned item.

Refunds

Any refunds granted will be credited to the Debit or Credit card used to pay for the order. Once the item has been received we will issue a refund or replacement, whichever has been requested.

Refunds are normally processed within 7 days although please allow up to 28 days for the refund to appear in the account used to purchase your order.
We cannot refund shipping costs for orders or returns unless the product is faulty or damaged.

If you would like further information on products or delivery please contact us at [email protected] or telephone on +44 (0) 131 624 6494

Membership Refunds

All new and renewed Memberships are non refundable.

Tickets

 

Exhibitions ticket cancellations and refunds

E-tickets are purchased for a specific date. If you are unable to attend on the date on your e-tickets, please inform the Information Desk on +44 (0) 131 624 6560 or at [email protected]

All exhibition tickets are non-refundable.

Event Ticket Cancellations and Refunds

Unfortunately we are unable to give refunds or transfer bookings to another date unless there is a waiting list and someone can take your place or if the course or event is cancelled.

If you are unable to attend the event, please inform the Information Desk on +44 (0) 131 624 6560 or at [email protected] as soon as possible as we do keep waiting lists.

Cancellations within 48 hours of the event are non-refundable.

Friends event ticket cancellations and refunds

If you are unable to attend the event, please inform the Friends Office on 0300 003 0057 as soon as possible as we do keep waiting lists.

If you inform us more than 2 weeks prior to the event, a full refund will be given. If you inform us within 2 weeks or if you are cancelling at any time for a bus trip, a refund will only be given if we are able to re-sell the ticket(s).

Cancellations within 48 hours of the event are non-refundable.