FAQs

What are your operating times?

Our operating times are between 10am–4:30pm (Wednesday to Sunday). This service delivers on weekdays and Saturdays.

Do you offer international deliveries?

Unfortunately, we’re currently unable to accept any orders for delivery outside the UK. International supporters can still place orders for delivery within the UK.

What should I do if my order isn’t delivered?

If your order hasn’t been delivered, please call our Shop on 0151 644 6466, between 10am–4:30pm (Wednesday to Sunday) or email [email protected]

Remember to include, or have to hand, your order number and your full name as this will help us speed up the search for your order details.

What should I do if an item is missing from my order?

If an item is missing from your order, please contact our Shop on 0151 644 6466, between 10am–4:30pm (Wednesday to Sunday) or email [email protected]

Please let us know exactly what’s wrong with your order and remember to include, or have to hand, your order number and your full name as this will help us speed up the search for your order details.

What should I do if I’ve received a faulty or incorrect item in my order?

If the item was damaged in transit, please contact our Shop on 0151 644 6466, between 10am–4:30pm (Wednesday to Sunday)

If the item is defective, please contact our Shop on 0151 644 6466, between 10am–4:30pm (Wednesday to Sunday). You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.

If we sent you an item you did not order, please contact our Shop on 0151 644 6466, between 10am–4:30pm (Wednesday to Sunday) and we’ll send you a pre-paid postage voucher to return the incorrect item to the address below.

To ensure the safe return of any items and the appropriate response, please include your delivery note or receipt and let us know why you’re returning the item.

If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return.

Please note, the customer is responsible for the cost of returning the items unless incorrect or faulty. Please ensure you pack your items carefully and get proof of return postage. Port Sunlight Village Trust cannot accept responsibility for any items lost or damaged in the post.

Returns address:

Port Sunlight Village Trust
23 King George’s Drive
Port Sunlight
Merseyside
CH62 5DX

Returns

If you’ve bought something from our online shop or one of our on-property shops, and would like to return it, please send it to the below address within 30 days of purchase for a full refund.

Please notify our Visitor Services Team when returning items purchased in one of our on-property shops, so we know to expect your return. You can do so by emailing, ringing or writing to us by using the contact details at the bottom of this page.

Please return the item in its original condition and get proof of return postage. If you can, please include the original packing slip to help us identify your order. Port Sunlight Village Trust is unable to accept responsibility for items lost or damaged in the post. Please note, the customer is responsible for the cost of returning the items, unless incorrect or faulty.

Returns address:

Port Sunlight Village Trust
23 King George’s Drive
Port Sunlight
Merseyside
CH62 5DX

We’ll process any refunds in line with our standard policy.

If it’s easier for you, you may also return unopened items to Port Sunlight Museum (23 King George’s Drive, Port Sunlight CH62 5DX). Please ensure you take your receipt with you for a full refund. For online orders you will need to show your dispatch note to shop staff in order for them to process your refund.

We’ll do our best to process your refund as quickly as possible, but there may sometimes be a delay, so we ask for your understanding.

This policy is in addition to your statutory rights and Consumer Rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 in our terms and conditions.

We’re unable to accept returns for the following items: 

• Products that have been personalised for you such as stationery or gifts.
• Perishable goods such as flowers, food or real Christmas trees.
• Sealed audio or video recordings that have been unsealed after you receive them.
• Any products which are services relating to the supply of leisure activities (including but not limited to our gift experiences), where the services provide for a specific date or period of activity.
• Earrings.
• Gift cards.