How can we help
Please see below for Frequently Asked Questions. If your query is not listed below, please get in touch with our customer services team, contact details are listed on this page.
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Orders
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email from the carrier containing your tracking information, where available.
Please note that tracking services are not available for all delivery methods.
How do I know that I have successfully placed an order?
Once your order has been submitted, you will receive an email confirming that we have received it.
If you were logged into your customer account when placing your order, you can also view your order in the Order History section of your account.
For more information about placing an order, please see our Terms & Conditions.
How do I return my order or request a refund?
If you would like to return an item, please visit our Returns Portal for full instructions.
Once your return has been received and inspected, any eligible refund will be processed and confirmed by email.
Will I be charged taxes or customs duties on international orders?
International deliveries may be subject to customs duties, taxes and import charges once your order reaches its destination country.
Our delivery charges cover packaging and shipping only. Any customs duties, taxes or clearance fees are set by local authorities and are the responsibility of the customer.
As customs regulations and charges vary by country, we recommend contacting your local customs office for further information before placing an order.
As customs requirements vary by destination, we recommend reviewing the relevant guidance for your location:
Information for our U.S. customers
Information for our EU customers
Please note that postage costs will not be refunded for orders returned due to unpaid customs duties, taxes or clearance fees.
When will an item be back in stock?
If the item you are looking for is currently unavailable, you can register for an email stock alert on the product page and we'll let you know as soon as it is back in stock.
To ensure all customers have an equal opportunity to purchase our products, we are unable to reserve items or accept pre-orders.
In Store
What are your opening hours?
Opening hours vary by location and time of year. For the latest information on shop locations, opening times and seasonal closures, please visit our Store Locator page.
Do you have disabled access?
We are committed to making our shops as accessible as possible. All Royal Collection Trust shops offer step-free access via the main entrance, enabling easy access for wheelchair users and visitors with reduced mobility.
If you require further information about accessibility at a specific location, please refer to the venue information on the Royal Collection Trust website before your visit.
Ticket Bookings
Can I book, exchange or refund tickets for Royal Residences and Gallery exhibitions?
For information on planning your visit, booking tickets and upcoming exhibitions, please visit the Royal Collection Trust website.
All tickets purchased from Royal Collection Trust are non-refundable. However, exchanges may be available in certain circumstances and are subject to a £2.00 exchange fee. Exchange requests cannot be processed once the date and time of your visit has passed.
For further information about ticket bookings, exchanges and visitor enquiries, please visit the Ticket bookings and enquiries page.
Contact us
Need help with something else?
In Store
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