Frequently asked questions about shopping with Tyne & Wear Archives & Museums.

How much is shipping?

See our delivery page.


What if it doesn't fit?

See our refund policy.


Am I going to unknowingly sign myself up for a bunch of emails that I don't want?

No, should you wish to sign up to our mailing list you can manage your email preferences by un-subscribing at any time.


Is my credit card information safe when placing an order?

We use both Worldpay and Paypal to securely process payments on our site.


Can I buy this in your venue shops?

Every attempt is made to accurately list the Tyne & Wear Archives & Museums venues that hold each item. However, stock may be unavailable in store when it shows as stock online. Please contact the venue directly if you wish to make a purchase in store. Contact details can be found here.


When will an item be back in stock?

If an item is out of stock, you can request to recieve an automatic notification when the item is once again back in stock. This can be done by entering your email address below the out of stock message on the product page. Some items, such as those as part of a temporary exhibition range, may not be re-stocked.


I didn’t enter my delivery address, how do you know where to send it?

If you have completed your transaction with the Checkout with PayPal option, the delivery address will be auto-populated with the egistered Paypal address. Please Contact us should this need to be changed.


Can I just place an order over the phone?

For your security and to ensure that your payment details are not compromised we are not able to process payments via the telephone. All payments must be made via the secure payment gateway on our website.


I’ve seen an item in one of your venue shops, but it is not on the website, can I still buy it?

As Tyne & Wear Archives & Museums manages nine venues, regrettably, we cannot list all products available in the stores on our website. Should you require a specific product please Contact us as we may be able to add this for you.


How long does it take for delivery?

Standard UK deliveries are sent via Royal Mail, First Class. Orders may take a couple of days to process and dispatch.
Delivery to the USA and Australia is approx. 3-4 weeks; although it can be subject to seasonal delays.


Why should I give you my email address and telephone number?

Should there be a problem with your order we will need to email you. If we fail to get a response or the query is time sensistive we will call you.

If the item shows as in stock on the website is it available immediately?

We hold the majority of our online stock at our Head Office. There may be times that system errors mean stock shows as in stock but it is no longer available. Should this happen, we will contact you to arrange alternatives or to process a full refund.



I’m looking for a copy of a book that was published by Tyne & Wear Museums service or Tyne & Wear Museums, do you have a copy?

Many of the publications are listed on the website in the catagory Tyne & Wear Archives & Museums PublicationsUnfortunatley, some publications are now out of print.



How do I contact you?

All queries should be emailed to shop@twmuseums.org.uk. We will endevour to respond to queries as soon as possible. Please note that office hours are 9.30am to 5pm, Monday to Friday.



What should I do if I experience a problem with the website?

Please use our contact us form.



My ordered item has been damaged in transit. Can I get a replacement?

We make every effort to package your item carefully prior to it being sent, however if, for whatever reason, your item has arrived damaged, we would be happy to offer you a replacement. You will need to provide photographic evidence of the damaged item in order for us to process your claim. We will endeavour to send you a replacement as soon as possible.



My account says you have dispatched my order but I haven’t received anything.

Items from the shop – check out the estimated delivery time. After this time please contact us form. and we will look into it. 



How is my research doing?

Your request is dispatched to the relevant department for the research to take place. Research can take up to 6 weeks and you will be contacted directly by the researcher. If you have been waiting longer than 6 weeks please contact us form. and we will follow this up.



Do you offer your products for wholesale?

Yes, many products that we design or have commisioned, including those based on artwork in our collections, can be offered on wholesale terms to other businesses. For more information please contact Kayleigh Hague via kayleigh.hague@twmuseums.org.uk


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