Delivery & returns

Delivery & returns

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.

Orders to all UK addresses will be dispatched standard post by Royal Mail or Parcel Force.  Higher value orders will be delivered through a courier service, where a signature will be required on receipt of delivery. Subject to stock availability we aim to deliver to most UK addresses within 7 working days of receiving your order. This is subject to any local postal service stipulations.

Delivery to addresses outside the UK will be dispatched by air on a special delivery service. Higher value orders will be delivered and insured via a courier service.  A signature will be required on receipt of delivery. Subject to stock availability we aim to deliver to most International (Europe and rest of World) addresses within 14 working days of receiving your order.  This is subject to any local postal service stipulations.

Customers receiving goods outside United Kingdom (Mainland) may be liable for duty charges levied in their own country. If this happens the customer is responsible for any duty owed.

We deliver orders to a wide variety of countries. However, due to the courier relationships we have in place, we cannot guarantee that all our products can be delivered to all countries. You will be informed if we cannot fulfil your order after you specify your delivery address in the checkout process.

Due to the variety of products we provide, we are unable to have a general delivery charge across all products. In general, our shipping costs are determined by:

Whether or not an order contains a framed print;

The total weight of the order; and the destination country of the shipment.

Some orders will require a courier service, the product description will advise if the item requires the order to be couriered and you will be notified of this form of delivery.

Packing and delivery charges

Weight range (kg) UK Europe Rest of the world
0 - 0.89 £3.95 £9.95 £11.95
0.9 - 1 £4.95 £10.95 £12.50
1.01 - 2 £7.95 £14.95 £18.95
2.01 - 3 £15.85 £18.95 £24.95
3.01 - 4 £15.85 £18.95 £34.95
4.01 - 5 £15.85 £18.95 £42.90
5.01 - 6 £15.95 £18.95 £50.85
6.01 - 7 £17.95 £18.95 £58.50

 

Any orders taken by telephone will be subject to the same postage and packing prices and terms.

Undeliverable Items – should an order be returned to us because it has not been collected or signed for and if the order is still required, an additional postage fee of the same value as the first postage fee will apply to resend your order.
We will ship to the address as confirmed as the shipping address. If you incorrectly enter your shipping address please notify us immediately so we may amend the shipping address.
Please send any address changes to ecommerce@nationalgalleries.org

Unfortunately, we are unable to deliver to P.O. Boxes for tracked orders.

Custom prints

Our custom print orders are made to order and delivered separately from other orders.

All of our custom print products are made to order so delivery should be within approximately 14 working days upon receipt of your order. Occasionally, however, a particular item may be temporarily out of stock and we will notify you of any such delays.

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.

Part deliveries

If you have ordered more than one item, your order maybe 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 to complete an order there will be no additional delivery charge.
Custom print orders will be sent separately from other items.

Out of Stock products

If we are currently out of stock of this item, the information will be updated or remove from the website. Should you require more information or would like us to suggest an alternative please contact us directly at ecommerce@nationalgalleries.org or call us on +44 (0) 131 624 6494

Returns

We 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.

Exceptions

Please note the two return exceptions:

All of our custom print products are made to order, 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 the ones you return 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 ecommerce@nationalgalleries.org 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.

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

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:

Online Shop 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 Shop
The Mound
The Edinburgh
EH2 2EL

Open 7 days 10am – 5pm (open until 7pm Thursdays)

Please let us know if you would like to return the item in store by contacting us at ecommerce@nationalgalleries.org or telephone +44 (0) 131 624 6494

Exchanges

If we are unable to offer an alternative in exchange for the ones you return at the time of the return 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 ecommerce@nationalgalleries.org or telephone on +44 (0) 131 624 6494

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 informationdesk@nationalgalleries.org 

Exhibition tickets can be refunded up to 24 hours before the date on the ticket or can be transferred to another date with 24 hours’ notice.

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 informationdesk@nationalgalleries.org as soon as possible as we do keep waiting lists.

Cancellations within 24 hours of the event are not refundable.

'Our 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 with 24 hours’ notice of the event are not refundable.