Refund policy

Summary

If there’s an issue with your order, or you’re not happy with an item you’ve purchased, we’re happy to help resolve the situation for you. Contact us within 28 days of delivery to notify us of any issues via onlineshop@nts.org.uk

Please note some items are excluded from our returns policy – these include items with a sanitary seal which has been broken or opened, e.g. earrings. Our Surname Origin and History prints, Hampers containing food and drink are also non-refundable.

European Union — Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your purchase within 30 days of receiving the last item in your order, without giving any reason.

To exercise your right of withdrawal, log in to your account at https://orders.nts.org.uk and submit a return or cancellation request, or contact us at onlineshop@nts.org.uk within the 30-day window.

Returning goods: Once you have notified us of your withdrawal, you must return the goods within 14 days. Return shipping costs are your responsibility unless the item is faulty or incorrect.

Refunds: We will refund the price of the goods and the standard outbound delivery cost within 14 days of receiving the returned items (or proof of return, whichever is earlier). We will not refund premium or express delivery upgrades.

Exemptions — the right of withdrawal does not apply to:

Items with a broken or opened sanitary seal (e.g. earrings)
Hampers containing food and drink
Personalised or custom-made items (e.g. Surname Origin and History prints)

Contact us
If you need to get in touch, you can:

Use the contact form
Email us at onlineshop@nts.org.uk