Frequently Asked Questions
If you have any questions about Museum Selection, our products or services, please take a look to see if yours is a frequently asked question. Use the buttons below to find your question.
Covid-19 has inevitably caused some problems with manufacture and shipping worldwide and we apologise in advance if the item you would like to order is not available from stock. We are accepting Pre-orders on all items that we expect to receive on the date provided on the website. If those dates are extended by more than a week, we will notify you by email so that you can decide whether to continue to wait.
The health of both our customers and team remains our highest priority at this time. Our warehouse is following strict social distancing protocols in order to despatch orders reliably and safely during the coronavirus outbreak. Delivery companies continue to follow procedures for safe handling of mail and parcels.
Thank you for your continued patience and support.
We’re offering NHS and emergency workers 20% off their order with Blue Light Card. Activate the discount on the Blue Light Card website to get your code to use at checkout.
Our website remains fully operational and you can order in the normal way.
We are continuing to fulfil your orders with our team working in split shifts at a safe distance from each other to keep the warehouse working safely. There are a maximum of 30 operatives working at any one time in our 100,000 sqft warehouse so they can feel confident about their safety.
We are working tirelessly to make sure that our products are available and delivered to you in the safest way possible.
We have extended our no quibble returns policy to 60 days.
Please be aware that Royal Mail are currently prioritising the delivery of parcels over returns. It is therefore taking much longer than normal for returned parcels to reach our warehouse. Once they arrive, they are processed promptly and the appropriate refund issued.
Your order should arrive within 5-7 days for standard UK delivery.
Delivery companies have introduced procedures for safe handling of mail and parcels for individuals who are self-isolating. Our website allows you to leave special delivery instructions for added precautions. Most orders are delivered by Royal Mail tracked service.
They have issued the following advice regarding the delivery of tracked items:
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature. Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside. If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to.”
Some large orders are delivered by DPD tracked service. They have issued the following advice:
"DPD have added to our contact free delivery process recognising that you may be self-isolating and unwilling or unable to open your door to receive parcels.
You can download the DPD app and set your delivery preferences to leave in a safe place.
If you don't have the DPD app you can now leave a note on your front door telling us where to leave your parcel and our drivers will take a photo.
Without the leave in a safe place instruction, DPD drivers will not deliver the parcel and for the time being you will be unable to collect from the local depot."
Furniture and large items are delivered by a 2-man service. They will contact you in advance to arrange delivery. During Covid-19, they have advised us:
“You may elect to have the item left outside your door or delivered to a specific room in your home. In order to minimise the amount of time spent in your house, we will not be unpacking furniture or taking away the packaging. Our delivery teams will be following strict hygiene procedures including the wearing of gloves and mask where appropriate.”
Our customer service team are mainly working from home. They are taking telephone calls and replying to emails between the hours 9am-6pm Monday - Friday, 9am-5pm Saturday.
Is Museum Selection still delivering to Europe?
Following Brexit, we are still delivering to several countries in the EU, but not all. You can find the full list on our delivery page.
Will I have to pay extra customs duties?
No, in those European countries where we are still delivering, our prices are DDP, delivered duty paid to your home address. You can see which countries this affects on our delivery page.
Will there be a change in delivery cost? If so, how much?
At this time, delivery prices remain the same.
How long are the delivery times?
Due to border delays, delivery may take a bit longer. Please allow 14-21 days for your order to arrive to EU countries.
Can I still order everything I used to?
We are currently facing challenges with shipping food to EU countries so we have temporarily restricted this on our websites.
Do I have to pick up my order at the customs office?
No, your order will be shipped to your chosen delivery address and will not incur any custom’s charges within those EU countries.
Why won’t my promotion code work?
If your promotion code isn’t applying to your order, please read the terms and conditions of your promotion. Some of our discounts will exclude sale items and have expiry dates so please ensure you check this.
If your promotion code is still not working, please email email@example.com or call 0333 240 6038.
How do I cancel or add to my order?
Orders are processed as soon as possible. If you place an order online in error, or want to add something to an order you have already placed, please email firstname.lastname@example.org or call 0333 240 6038 and quote the order number from your confirmation email.
How do I pre-order a product?
We are working tirelessly to make sure that our products are available but we are experiencing delays due to Covid-19. All products that are available to pre-order will show the expected delivery date from our supplier on the product page. Full payment will be taken with your order.
Is your payment process secure?
Yes, we can assure you that the payment section of our website is secure, and you can shop with confidence using our online payment system. We accept PayPal and all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. All our payments are handled by Opayo, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems unless you request us to do so on checkout.
You should see a padlock symbol on secure pages. This can be found next to the address bar in your browser, or in the footer bar.
Before entering your card details on the payment page, you will see a padlock with 'Opayo by Elavon' in the top right-hand corner, which is verification that all transactions made on our site are authorised and secure.
What if I have forgotten my password?
If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you a link to change your password.
How do I change the delivery address on my order?
Our website allows you to send to a different delivery address. When you reach the Delivery & Payment section while placing an order, you can select a new delivery address there. When creating a new account, there is an option to select an alternative delivery address to your billing address. Alternatively, if you have an account on our website, there is an address book log where you can add, edit and remove addresses.
How do I add a gift message?
You can add a gift message of up to 150 characters, this will appear on your delivery note. When you reach the Delivery & Payments section while placing your order there is an option to add a gift message, under the delivery address section.
Ordering a gift?
When ordering a gift where you choose an alternative address to your billing address, payment details and item prices will not be included on the invoice in the parcel. Unfortunately, we do not offer a gift-wrap service or gift vouchers.
Do you deduct VAT to the Channel Islands?
Our published prices are what our customer pays regardless of territory and include VAT at the applicable rate for that territory, in the case of the Channel Islands, zero. However, where possible we try to keep a flat despatch charge for the UK (including British Crown Dependencies like the Channel Islands) despite the true cost being higher.
Will I receive a refund if the price of my item has changed since I ordered it?
Like many retailers, we run short promotions at different points in the year. These promotions are sometimes across all items and sometimes against selected lines only and therefore a product you particularly like may or may not be included. Likewise, your chosen product may no longer be available by the time that we run a promotion. In this case we will not refund the difference.
I've lost my order form, how can I get another one?
If you've lost your order form, or need another you can download a blank copy of the Order Form here
Please print and complete the form and send it back to us by post to:
Keswick House, Branthwaite Road,
Workington, Cumbria CA14 4ED
or alternatively use our online order form here.
When will my order be delivered?
Our estimated delivery times are as follows
For standard UK delivery we deliver in 5-7 days.
For next working day delivery, available to UK mainland addresses only, place your order before 2pm Monday to Thursday for delivery the following day. Orders placed on Friday before 2pm will be delivered the following Monday. Orders placed on Saturday and Sunday will be delivered the following Tuesday.
We regret we cannot offer next working day delivery at weekends
What if my product isn’t available at time of order?
When we receive an order, we will immediately despatch all the items that are available from stock. Any remaining items are despatched once they have all arrived in stock. This is to minimise the inconvenience of multiple parcel deliveries and to enable us to offer the facility of taking orders on out of stock items without extra charge. If you require any items on your order more urgently, please contact us by emailing email@example.com or by calling 0333 240 6038.
Has my order been despatched?
Once you have placed your order, you will receive an email informing you that your order has been despatched. This will include the despatch date and tracking number (if available), please allow 24 hours for live tracking.
You can also stay up to date with your online order status by logging into your account and clicking through to 'My previous orders', where you can see the status of your order.
If your order still hasn’t arrived within the advised timescales, please email firstname.lastname@example.org or call 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday).
Can my order be sent to a different delivery address?
Yes, if it is more convenient, we can deliver to a different address for example, a relative.
The delivery note will not contain prices and we can also add a personal message if the order is for a gift.
Can my order be delivered to multiple addresses?
If you would like to have items sent to different addresses, please complete a separate order for each address. A separate delivery charge will be applied to each order.
How long will it take to deliver a replacement item?
Please allow 10-14 days.
What is your returns policy?
We hope you are pleased with your order. During these uncertain times we have extended our returns policy to 60 days. If anything you have ordered does not live up to your expectations just return it to us unused for an exchange or refund. Please ensure that the item is packed to arrive back to us in resaleable condition. We are sorry but personalised items, food and self assembly furniture (once partly or wholly assembled) cannot be refunded or exchanged unless faulty. Unless the item is faulty or was sent in error, return postage will be at your cost. It is important that the goods are returned in the best possible condition so please pack them appropriately. In the unlikely event that a product is faulty, please email email@example.com or call 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday).
We will advise where and how the items should be returned and provide the appropriate paperwork.
We are sorry but personalised items cannot be refunded or exchanged unless faulty.
Earrings may only be returned if the seal is unbroken (unless faulty). Our guarantee is in addition to your statutory rights.
Click here to view our no quibble returns policy
How long will it take to receive a refund?
Please allow 10-14 days.
What should I do if I think my refund is incorrect?
If you believe your refund is incorrect, please contact us as soon as possible by email or phone so that we can assist you with this.
What happens to my refund if my card is no longer in use?
If the card is no longer in use but you have a replacement the refund will go back into the same back account automatically when the return is processed. If you have closed that account and the bank is no longer accepting payments, you will need to contact us by email or telephone so that we can discuss this further.
Can you remove my details from your email list?
Yes, please email your name and email address details to firstname.lastname@example.org or call 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday).
Where do I sign up to your newsletter?
Please use the newsletter sign-up section towards the bottom of the website to subscribe to our free email newsletter and ensure you stay up to date with Museum Selection's latest offers and collections.
I've subscribed to your newsletter but I have not received any emails
To ensure that our emails don't get caught by a junk mail filter, please add @email.museumselection.co.uk to your safe senders list.
It is possible that if you haven't opened or clicked on a Museum Selection email recently, we may have reduced the frequency of the emails we send to you.
How do I request a catalogue?
If you would like to receive a copy of our catalogue, please click here to request your free catalogue
Where do I find my promotion code?
This code can be found on the back cover of your catalogue in a box which says “Promotion code”.
Can you remove my details from your mailing list?
Yes, please email your name and address details to email@example.com or call 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday).
Why is the catalogue price different to the web price?
Prices can differ for web exclusive offers. Regular web customers are emailed details of latest promotions and sales. Catalogue prices are correct at the time they are printed.
Will my data be shared with a third party?
You will not be sent 3rd party communications unless you have given consent for us to share your data with 3rd parties by not opting out of receiving mailings and offers from 3rd party companies when you placed your first order.
Where can I find out more information about a product?
We try to provide as much detail as we can about our products online and in our catalogues, but if there is something additional that you would like to know, please email us at firstname.lastname@example.org or call 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday).
Where can I find information on ingredients & allergens?
Allergens are provided by the manufacturer. Allergen information is provided on our product pages on our website, this can be found under the Size & Additional Information section.
Please always check the product label on receipt.
What if my item is faulty, damaged or is missing parts?
If you have a faulty or damaged item or it has parts missing, please contact our customer services department by emailing email@example.com or call our customer service team on 0333 240 6038 (9am-6pm Monday - Friday, 9am-5pm Saturday) for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense. A photo of the fault allows us to process this quicker for you.
What are the terms of your guarantee for electrical products?
Unless stated otherwise, electrical products are guaranteed for 1 year in accordance with the manufacturer's guarantee.
Is your jewellery hallmarked?
All our silver items are hallmarked unless they are below a weight of 7.78g where they do not require hallmarking. In the case of earrings, they are weighted individually; and not as a pair, to determine whether they require hallmarking.Click here to view the assay office official guide
If a product is out of stock online, can I still order it over the phone?
Stock availability is the same whether you order online or by phone. The website will show if a product is in stock or the date that it is expected back in stock. In both these instances orders can be placed online or by phone. If a product code does not register in the search box on the website, it means it has been discontinued and is no longer available to order.
Where can I find your size guide?
Please click here to view our how to measure guide, use this as a general guide however, each garment will have it's individual size guide on the product page. If you are between sizes, we would suggest selecting the larger option. We source our clothing from a wide range of producers and so styles may fit differently. Style, cut and fabric will also have a bearing on how a garment will fit. Garment lengths differ from style to style. Please refer to the specific size guide on the product page for more information.
How do I delete my cookies & cache?
Sometimes on all websites clearing your cookies and cache fixes small problems like loading or formatting issues. To delete your cookies, visit your browser settings which is usually in the top right corner. There should be a section called clear browsing data and within that you need to select “Cookies and other site data" and "Cached images and files". Once the cookies are cleared you should close the browser and reopen it and you should be able to view the site without any issues Please note: If you have items in your basket and you are not logged into your account clearing your cache will remove them. If the problem still persists, please contact our customer service team.
How do I use your Wishlist?
To use our Wishlist, each product has a heart button on the product page that adds it to your Wishlist. To save this you will need to create an account. If not your Wishlist will remain until your cookie expires. Please note: our Wishlist does not notify you if items come back into stock.
What do I do when I receive a payment error?
There are several reasons why you may receive a payment error. If you have entered your card details and you are shown a message stating “Your card has not been authorised”, this means we did not receive approval from your bank, please check your billing address matches the address registered to the card and your card details. If this problem persists you may need to contact your bank. If the payment page stalls, please do not refresh the page. We would recommend using an alternate device to complete your order or contact our customer service team to process the order over the phone.