FAQs / Help
PLEASE NOTE that due to COVID-19, we are fulfilling orders once a week in order to protect our staff and residents and minimise risk. This may mean a delay in sending out your order. We use Royal Mail to fulfil our deliveries, who may also be subject to delays. We thank you for your understanding.
If you have purchased retail products and opted to click and collect from the Charterhouse Gatehouse we will be in touch to arrange a suitable time and date for collection during opening hours (7am-8pm). Please note if you do not collect your purchase within 30 days your order will be refunded.
The Charterhouse gatehouse is located in Charterhouse Square, by the red pillar box. The postcode is EC1M 6AH. Please speak to the security guard on duty and let him know you are here to collect a parcel from the museum shop. If you have any concerns, please email firstname.lastname@example.org
Standard shop products
10 December 12noon
Rest of the world
We aim to send orders out within 5 working days from order confirmation. Under usual circumstances, for UK orders you should receive your order 2-3 working days after it has been sent.
If you wish to return retail goods purchased online, you must inform the Charterhouse in writing to email@example.com within 14 days of receiving the goods, quoting your order number. Please return any goods promptly and at your own cost. Please include with the return the order number and retain proof of postage as the parcel is your responsibility until it reaches us.
A refund can only be processed using the original payment method and only once the items are returned to the Charterhouse in their original packaging and in a resaleable condition.
The return address is:
Custom items (personalised/signed books)
Food or drink
Audio/Video products or those with Digital content whose packaging seal is broken
If any goods you receive are faulty or later develop a fault, you should notify us in writing to firstname.lastname@example.org and return the goods to us. We will inspect the returned goods and, if we agree that they are faulty, we will provide a full or partial refund including the return delivery costs, replace the goods, or repair the goods and return them to you. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.
Delivery costs £5 to MAINLAND UK excluding SCOTTISH HIGHLANDS AND ISLANDS, NORTHERN IRELAND, ISLE OF MAN and ISLES OF SCILLY
Delivery to the SCOTTISH HIGHLANDS AND ISLANDS, NORTHERN IRELAND, ISLE OF MAN, ISLES OF SCILLY costs £12.50
Delivery to EUROPE costs £20
Delivery to the REST OF THE WORLD costs £25
Chanel Islands are classed as EUROPE delivery.
You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. You may make a note of this number and take with you when you visit the Charterhouse in place of a ticket, although we suggest printing out the email as this will contain a barcode which will grant you quicker access.
No, we regret we are unable to issue refunds for tours or events booked online. Please ask at the reception desk.
On completion of your order, you will be emailed a DigiTicket containing a barcode and booking reference number. Present this ticket on arrival, or if you don’t have a printer, simply make a note of the Booking Reference Number.
You do not have to print out the 8 digit booking reference – simply make a note of the Booking Reference Number and take it with you, coupled with some ID.
You are welcome to purchase a ticket at the reception desk. If there are spaces available you can book on the day, but if we are fully booked, then we will offer alternative dates.