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Call 0844 815 3139 (UK) - Email Us

Please see our Frequently Asked Questions below. For other information, please see the menu on the left.

Seen in the store but not online.

If you wish to purchase an item from the National Railway Museum store this can be done by calling our Customer Service team and requesting a mail order. We only offer mail orders within the UK and there is a standard UK delivery charge of £4.50.

Returning an item not purchased from the National Railway Museum store or online shop

If the item was not purchased from us , you would have to take it back to the original place of purchase for a refund or exchange depending on the policy of the place of purchase and it would be at their discretion.

I need more information on a product I have seen on your website.

Please contact our online shop customer service team by phone on 0844 815 3139 (option 4) email shop.nrmonline@nrm.org.uk with a product reference, description and details of what further information you require.

Problems with payment

Please contact the online customer service team who will be able to assist you further with placing your order.

Call our Customer Service team on 0844 815 3139 (option 4) or alternatively email shop.nrmonline@nrm.org.uk

Goods have not arrived

If your parcel does not arrive within the expected number of days please contact our customer service team on 0844 815 3139 (option 4) or alternatively email shop.nrmonline@nrm.org.uk

Please note - all orders are sent using UK Mail delivery which must be signed for. If the courier is unable to deliver your order, it will be returned to our warehouse and you will be refunded in full.

Faulty/ damaged goods

If you have received an item which is damaged or faulty, please return to us within 28 days of the date of dispatch. Once we have received your retrun, we will either refund or replace the damaged or faulty item depending on which option you have selected on the Returns form.  Please note that when returning an item, the parcel is your responsibility until it reaches us. We recommend that you ask your post office for a proof of posting (available free of charge). This guarantee does not affect your statutory rights.

Please return to:

National Railway Museum Shop Returns
National Railway Museum
York
YO26 4XJ

Please ensure your contact details including a contact telephone number and a copy of your receipt are enclosed.

If it has been purchased on line please contact our online team who will take you through the returns process for online products as they are not based at this site.

Call our Customer Service team on 0844 815 3139 (option 4) or alternatively email shop.nrmonline@nrm.org.uk

Can you deliver my order to my work address?

Yes, please ensure you enter full details in the delivery field or email our customer services team before we have sent out your order to amend. 

Please note - all orders are sent using Next Working Day delivery which must be signed for. If the courier is unable to deliver your order, it will be returned to our warehouse and you will be refunded in full.

Payment methods

We accept all major credit cards and debit cards except American Express, Diners Card or Visa Electron. Credit or debit card payments will be charge on despatch of the goods. When payment is taken from your card the transaction on your card statement will state "SCMG Enterprises LtdShop Online" for orders placed on our website and "SCMG Enterprises Ltd ShopByPhone" for orders placed with our customer service team. We accept cheques made payable to SCMG Enterprises Ltd. Please send your order to National Railway Museum Shop, National Railway Museum, Leeman Road, York YO26 4XJ. Please do not send cash through the post.

Can I track my order?

Yes your order can be tracked. When your items are despatched, you will receive an email confirmation to say your items are on their way. This email will include a tracking code and weblink which links to the courier’s website where you can locate your order. 

Am I charged for the items as soon as I order them?

Payment will be taken from the account attached to the card used to place the order when the order is dispatched.

Do I have to pay for delivery?

Please click here to be taken to the Delivery section of our site which details all delivery options and charges.

How do I return an item I’ve bought?

Please click here to see information in our Returns section.

How will I know my details are secure?

Please click here to see our Privacy Policy.