Terms and Conditions - Date updated: 7 March 2018
By opening an account on or ordering goods from our website you agree to contract with us on these Terms. If you do not agree to these Terms, please do not register for or use www.nationalgallery.co.uk.
These Terms only apply to consumers (i.e. individuals who are not buying for business purposes). If you are interested in purchasing our products for business purposes, please contact u s using the details below.
Please read these Terms carefully before ordering any goods from our site. We may amend these Terms from time to time, and the changes will take effect from the time we publish the amended Terms – any amended Terms will not apply to any orders that we have already accepted.
You may only purchase goods from our website if you are at least 18 years old.
+ Availability, prices and import duties
Availability. All goods are offered for sale subject to availability, and are as described (some may differ slightly from their picture). We regret that occasionally it may not be possible to complete an order if stock runs out or if it is withdrawn for any reason. If there is a problem we will let you know as soon as we can and will refund in full any money that you have already paid to us for the goods in question.
Prices. The prices displayed on our website include VAT and are in UK Pounds Sterling.
Import duties. Overseas customers are responsible for the payment of any applicable customs duties or taxes in their own country, and failure to pay customs duties or taxes is likely to result in your package being destroyed.
+ Ordering and our contract with you
By clicking the 'PURCHASE' button on the Confirm & Purchase Screen, you agree to these Terms. Please carefully check your order details are correct before clicking the ‘PURCHASE’ button. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
You are responsible for ensuring the accuracy of your order and we shall supply you, subject to availability, with the quantity and specification of goods set out in your order. While your card may be debited before the contract is formed, if the order is ultimately rejected, a full refund will be made immediately.
Should, after you have placed your order or register with us, you notice that any details are incorrect, please contact us without delay in order to amend any inaccurate details. We will deliver to the address you have provided so it is important that you ensure these details are correct.
Sales of exhibition tickets are made to you by the National Gallery, with the National Gallery Company acting as agent on its’ behalf. The name National Gallery Company will appear on your credit card/bank statement. Once purchased, exhibition tickets cannot be exchanged, refunded or replaced. Tickets cannot be resold – any tickets found to have been offered for resale will be cancelled without refund and admission will be refused to the bearer.
See additional Ticket Terms here.
We cannot sell alcoholic products to anyone under 18. For this reason, we may refuse an order or refuse to make a delivery at our discretion. Orders may not be transferred from you as the customer to any other person. By placing an order (by phone or via nationalgallery.co.uk) you confirm that you and the person the order is to be delivered to, and that you are aged 18 years or over.
We may ask you to provide proof of age before your order can be completed and delivered.
It is an offence (under the Licensing Act 2003) to purchase or attempt to purchase alcohol if you are under the age of 18.
Set Day Delivery Flowers and Wine
Separate terms and conditions apply to the purchase of Prestige Flowers – please visit the Prestige Flowers for the National Gallery website here for full terms on this service.
+ What we do with your personal information
When you complete your order, register with us, fill in a web form or use our services, we will use the personal information you provide us to:
- Provide you with the goods or services you have ordered and process your payment in accordance with these Terms; and
- As otherwise set out in our Privacy and Cookies Policies, which you can find here.
These policies are important - please ensure you read them carefully.
You can change your settings and account details, and delete your account at any time by logging into your account. Please note that changing some settings, including cookies, may impact the functionality on our website and stop some of our services from working properly (e.g. the shopping basket). If you would like to delete or change your settings or account details, or need any help, please contact our Customer Services, using the details listed below.
+ Account password and security
When you use and/or register to use our site you will be asked to create a password. You must keep this password to yourself and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted using your account. If you know or suspect that someone else has access to your account you must notify us immediately (see how to contact us below).
If we have reason to believe that your account has been compromised or misused, we may require you to change your password or we may suspend your account.
Payment may be made by any of the methods indicated on our website. Payment must be received in full before the goods or tickets are dispatched.
Delivery shall be made to the delivery address supplied by you at the time of ordering. The costs of delivery will be as displayed to you on our website.
We will contact you with an estimated delivery date. Occasionally this may be affected by an event outside our control.
Items may be delivered in separate packages and at different times should part of an order be dispatched directly from our supplier.
Click and collect (excluding exhibition tickets)
The Sainsbury Wing shop is the designated collection point for our Click & Collect collection service. We will aim to have orders placed before 5pm available for collection the next day from 10am. Orders placed after 5pm will be ready for collection from 2pm the next day. You will receive an email confirming when your order is ready for collection. Orders can be collected during standard shop opening hours: Daily 10am – 5:45pm and Fridays 10am – 8:45pm.
We will make every effort to have your goods available for collection within the estimated timescales. However delays are occasionally inevitable during busy periods or due to unforeseen factors or events outside our control, for example extreme weather, a flood or fire.
When collecting your order please bring along a photo ID with a copy of your order confirmation (print or digital copy). If someone collects the order on your behalf, please make sure they bring along a photo ID with a copy of your order (print or digital copy). Handing over of Click & Collect orders is at our discretion.
If you fail to collect your order within 15 days of purchase, your order will be cancelled and no longer available for collection. We will aim to process a refund within 3 days of cancellation.
Click & Collect is only available where this is indicated on our website. We are unable to offer our Click & Collect service on certain products including but not limited to prints, flowers, personalised cards and other web exclusive items.
If you selected ‘Print at Home’ your tickets will be available to download from your order confirmation screen or will be attached to your email confirmation. Please note that you will need Acrobat Reader v10.0 or higher in order to open and print your e-tickets. If you don't have Acrobat Reader, you can download a free version here (please note that this link will take you to a third party site). A clear printout of your ticket is needed for entry to the exhibition.
If you selected ‘Collect from box office’, please collect your tickets from the Sainsbury Wing ticket desk at any time from 10:00am on the day of your visit. Please note tickets cannot be collected in advance of your visit date, so please allow plenty of time to collect on the day. When collecting your tickets please make sure that you bring along a photo ID with a copy of your order confirmation (print or digital copy). If someone collects the order on your behalf, please make sure they bring along a photo ID with a copy of your order (print or digital copy).
Please note: Order confirmation emails cannot be used for entry. Tickets cannot be exchanged, refunded or replaced. Tickets offered for resale will be cancelled without refund and admission will be refused to the bearer.
Please see additional Ticket Terms here.
All alcohol orders are delivered via a courier service. Delivery requires a signature upon receipt from an adult aged 18 or over – you may be asked to provide ID if the courier has any uncertainty.
Set Day Delivery Flowers and Wine
Separate terms and conditions apply to the purchase of Prestige Flowers – please visit the Prestige Flowers for the National Gallery website here for full terms on this service, including delivery.
+ When you own and become responsible for the goods
You will own the goods only once we have received payment in full, but we will remain responsible for it until we have delivered it to the specified delivery address, or it has been collected by you or on your behalf.
+ Right to cancel the contract
If you change your mind, you may cancel the contract between us at any time within 14 days of receiving the goods.
If you do cancel your order before it is dispatched, you will receive a full refund of the price paid for the order within 14 days of you telling us you want to cancel.
If you cancel your order once you have received it, please return the goods to us as soon as possible, in the same condition in which you received them and not later than 14 days of you telling us you want to cancel. You will be responsible for the cost of returning the goods, and you will receive a refund of the purchase price within 14 days of receiving the goods back.
See also our Returns policy below.
Our usual cancellation policy does not apply to made-to-order goods, which cannot be returned or exchanged unless faulty, exhibition tickets and audio purchases.
When you return goods to us:
- because you have cancelled the contract between us within the 14 day cooling-off period described above, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation. In this case, we will refund the price of the goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
- because the goods are defective, we will examine the returned goods in order to assess your entitlement to a refund. If we agree that the goods are defective, you will either be refunded in full (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us) within 14 days of receipt of the returned goods, or we will replace the goods free of charge (in which case we will refund your reasonable costs in returning the goods to us). If you do not notify us of a defect in any goods within a reasonable period of time, we shall have no liability for any defects and you will not be entitled to a refund or replacement.
- for any other reason, we will refund the value of the goods supplied or exchange the goods in question, provided that they are returned to us in their original, undamaged packaging within 14 days of delivery. If we find that the goods have not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. If goods qualify for a full refund, we will also refund the standard delivery charge. We will repay any such refunds within 14 days from receipt of the returned goods without any further charge to you except the direct cost of returning the goods.
Any goods to be returned must be returned, along with their original invoice, to the address specified on the invoice for the goods. Returned goods should be sent by recorded delivery.
Our usual returns policy does not apply to made-to-order goods such as prints and personalised greetings cards, which cannot be returned or exchanged unless faulty. There are specific terms in relation to Prestige Flowers and Wine which can be found here.
In some cases NGC may require you to return defective goods to NGC at its cost.
+ Our liability to you
We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability:
- for death or personal injury caused by our negligence;
- defective products under the Consumer Protection Act 1987;
- for fraud or fraudulent misrepresentation; or
- breach of your statutory rights under sections 9-11, 13 and 14 of the Consumer Rights Act 2015 (i.e. products must be of satisfactory quality, fit for purpose and match the description provided).
+ We are responsible to you for foreseeable loss or damage you suffer that is caused by our breach of these Terms or our negligence
Loss or damage is foreseeable if it is obvious it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not responsible loss or damage that is not foreseeable.
We are not responsible for failures or delays outside of our control.
If our supply of goods or services is affected by an event outside our control then we will contact you as soon as possible to let you know and will take steps to minimise the effect. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
Events outside our control may include the following:
- strikes, lock-outs or other industrial action;
- civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
- fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
- impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
- impossibility of the use of public or private telecommunications networks;
- the acts, decrees, legislation, regulations or restrictions of any government.
+ How we will contact you
We will need to contact you to fulfil your orders. We are also required by law to send you certain information in writing. When using our site, you accept that communication with us will be mainly sent by email or by posting notices on our website. When contacting you we will use the contact details, including email address, telephone or postal address, which you have provided to us.
+ Notifying us
All notices given by you to us must be sent to the address given below. We may give notice to in any of the ways specified in “How we will contact you” above. For clarity, notices will be deemed received by you when posted on our website, 24 hours after an e-mail is sent (provided there is no bounceback), or three days after the date of posting of any letter (by first class post).
+ You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee)
You may only transfer your rights or obligations under these Terms to another person if we agree this in writing.
+ We may transfer this agreement to someone else
We may transfer our rights and obligations under these Terms to another organisation. We will contact you to let you know if we plan to do this, and will ensure that the transfer will not affect your rights under the contract.
+ Even if we delay in enforcing these Terms, we can still enforce them later
If we do not insist immediately upon strict performance of any of your obligations under these Terms, or if we delay in taking steps against you, it will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
+ If a court finds part of this contract illegal, the rest will continue to apply
Each of the paragraphs of these Terms operates separately. If any part of these Terms are found by a court or relevant authority to be invalid, unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
+ Entire agreement
We intend to rely on these Terms and your order. If you require any changes, please make sure you ask for them to be put in writing. This can help avoid any problems about what you expect from us and what we expect from you.
+ Which laws apply to this contract and where you may bring a legal claim
These Terms are governed by and construed in accordance with English Law and you can bring legal proceedings in respect of these Terms and our products in the English courts. If you live in Scotland or Northern Ireland you can also bring legal proceedings in the Scottish or Northern Irish courts respectively.
+ Who we are and how to contact us
www.nationalgallery.co.uk/shop is a site operated by National Gallery Company Limited, which is a company registered in England and Wales under number 2280277 whose registered office is at St Vincent House, 30 Orange Street, London WC2H 7HH. NGC’s VAT Reg. No is 480 7305 49.
Our Customer Services team can be contacted by post at the above address, by telephone (Mon - Fri: 9am - 5pm) or by email (firstname.lastname@example.org.)
All complaints should be sent to this address.
+ These terms and conditions do not in any way affect your statutory rights
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- up to 30 days: if your goods are faulty, then you can get an immediate refund.
- up to 6 months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- up to 6 years: if your goods do not last a reasonable length of time you may be entitled to some money back.