FAQs – Royal Armouries

Cancellations
Faults
Postage & Delivery

Cancellations

We can only accept the cancellation of tickets for events, seminars and lectures two weeks before the date of the event, after this time we cannot cancel, amend or refund your order for tickets. If you cancel your order for ticket two weeks prior to the event a full refund will be issued to the account that was originally debited and should reach your account within 7 working days depending on the speed of the credit card issuers refund process.
If you change your mind, you have the right to cancel your order within fourteen days starting from the day after the goods were received, this is known as a 'cooling off period'.

If you wish to change or cancel an order then please contact us as soon as possible, as orders are usually sent out on the same day. The necessary contact details are at the bottom of this page. If the order has already been shipped you will have to ensure the goods are returned to us. It is your responsibility to take reasonable care of the goods to ensure they are returned to us in a satisfactory condition.

If the order that has been cancelled has not been dispatched then a refund will be initiated immediately, if the cancelled order has already been dispatched you will be refunded once the goods have been returned to us and we have established that the goods have been treated with reasonable care. We will only issue a refund to the account that was originally debited and the funds should reach your account within 7 working days depending on the speed of the credit card issuers refund process.
To initiate the returns process, contact the Royal Armouries retail team using the contact details below. We will then issue you with a returns authorisation number, which we ask you to keep a note of and include with the returned items. Once we have received the returned items, we will begin the refund process, taking into consideration the condition of the returned products.

We will only issue a refund to the account that was originally debited and the funds should reach your account within 7 working days depending on the speed of the credit card issuers refund process.
All unwanted items should be returned to us in a re-saleable condition. Please note that we can only accept product returns if they are unopened/unused; for example (but not limited to) CD's or other recorded material, perishable goods and earrings for pierced ears.

If you would like to return an item because it is unwanted please refer to our above cancellations policy.

Faults

If you have received a faulty item or your item develops a fault we will be able to offer you a refund within the first 28 days of you having received the goods. After this time the goods fall under a one year manufactures warranty and we will only be able to offer you a replacement or repair.

Please note that replacements will be sent out upon receipt of your faulty goods to the same delivery address as your original order. If you wish to change the delivery address for your replacement item please contact us in writing by letter or email, we are unable to accept delivery address changes over the phone. If we are unable to find a fault with the item we will contact you for further information, any item returned to us as faulty, outside the cooling off period, where a fault cannot be found will be returned to you and no refund, replacement or repair will be issue.

Please note we are unable to accept returns of items due to wear and tear or where damage has been incurred due to inappropriate use or unauthorised repairs.

Postage & Delivery

If the item is unwanted or you cancel an order that has already been dispatched the return postage costs will be incurred by the customer.

If the item is faulty or you have been sent the wrong item then the postage cost will be incurred by the Royal Armouries. To ensure that you are refunded the correct amount please get a receipt from the post office and send us a copy via email, by either scanning the receipt or taking a photograph.

We recommend that you do get proof of postage for all items that you post to us as we are unable to take responsibility for returns that go missing in the post.
It is very rare for items to go missing in the post, but occasionally this does happen. In the rare instance that your order does not arrive we ask that you follow the below procedure (this only applies to items sent Royal Mail, if your item has been sent express delivery please inform us immediately).

Although items should arrive with you within a reasonable amount of time, delays do sometimes happen and we advise that you allow 15 working days* for UK deliveries, 20 working days* for European deliveries and 30 working days* for Rest of World deliveries, before we can assume that your item has gone missing.

When you contact us regarding an item that has gone missing in the post we will ask you to confirm your delivery address and check with your local sorting office to make sure a parcel is not being held for you there. Once both these pieces of information have been verified we will email you a form that will state all the details of the order and ask you to sign to declare that you have not received your item.

As soon as we have your signed form back we will issue you with a full refund or a replacement item. The information you have provided us with will be used to pursue a claim against Royal Mail for the cost of the lost goods.

Please note that the Royal Armouries is not liable for any items that go missing in the post that are being send to us by you and we will not be able to offer you any compensation.

*This does not include weekends and bank holidays