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.
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 and can take up to an hour to appear on our system. 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.
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 Sage Pay, 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 'Secured by Sage Pay' 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.
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 3–5 working days.
For next 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.
We regret we cannot offer next-day delivery at weekends
What if my product isn’t available at time of order?
When we receive an order, we will immediately dispatch all the items that are available from stock. Any remaining items are dispatched 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. NB. From early December we dispatch individual items as soon as they arrive into stock to ensure that Christmas gifts are received in good time.
Has my order been dispatched?
Once you have placed your order, you will receive an email informing you that your order has been dispatched. This will include the dispatch 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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
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 address.
How long will it take to deliver a replacement item?
Please allow 10-14 working days.
What is your returns policy?
We hope you are pleased with your order. If anything you have ordered does not live up to your expectations just return it to us unused, in its original packaging, for an exchange or refund within 35 days. Unless the item is faulty, 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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
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 working days.
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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
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.
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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm).
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 (Mon – Friday 9am – 7pm, Sat 9am – 5pm) for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense.
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.
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.