Refund policy
Returns and Cancellations
If you are not entirely satisfied with a book or other product purchased from the British Library Online Shop, you may be entitled to a refund.
Your Right to Cancel
If you are a UK customer purchasing online, you have the right to cancel most orders within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, please email shop@bl.uk within 14 days of receiving your order and include your order number.
Once you have informed us that you wish to cancel, you must return the goods within 14 days.
Items should be returned in a resaleable condition wherever possible.
Refunds
Once we have received and inspected your returned item(s), we will process any eligible refund using the original payment method.
This includes purchases made using a gift card, which will be refunded back to a gift card.
Where you cancel an order under your statutory rights, we will refund the cost of the goods and the standard delivery charge originally paid. Any premium or upgraded delivery charges are non-refundable.
Unless the item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning items.
Please note that CDs cannot be returned once the seal has been broken. For hygiene reasons, pierced earrings and face coverings cannot be returned unless faulty.
Return Address
Please send all returns to:
The British Library
Online Shop
96 Euston Road
London
NW1 2DB
United Kingdom
Exemptions
Unfortunately, we cannot offer refunds on the following items unless they are faulty or have been supplied incorrectly:
- Custom prints
- Custom clothing
- Personalised or made-to-order products
- Face coverings
- Pierced earrings
Custom prints and custom clothing are exempt because they are made to order. Face coverings and pierced earrings are exempt for health and safety reasons.
Faulty, Damaged or Incorrect Goods
If you receive an item that is faulty, damaged or incorrect, please email shop@bl.uk as soon as possible and within 28 days of purchase where possible.
Where an item is confirmed to be faulty, damaged or supplied incorrectly, we will:
- Refund the purchase price in full
- Refund reasonable return postage costs
- Offer a replacement where appropriate
This does not affect your statutory rights.
Returns from Outside the UK
International customs duties, import taxes and sales taxes are not refundable for shipments outside the UK.
If you are returning goods from outside the UK, you must complete a customs declaration clearly stating that the parcel contains returned goods.
The British Library cannot pay customs charges to receive returned items.
If a parcel is refused or remains unclaimed with your local customs authority, it will be returned to us. Once received, we will refund the cost of the goods only. Original shipping charges cannot be refunded.
Discounts
Discounts and voucher codes cannot usually be used in conjunction with any other offer unless stated otherwise.
Where an order was purchased using a discount or voucher code, any refund will be based on the amount actually paid.
Exchange Rates
All payments and refunds are processed in Pound Sterling (£).
The British Library is not responsible for any differences caused by exchange rate fluctuations or charges applied by banks or payment providers.
Gift Cards
Gift cards are refundable only if they are unused and the refund is requested by the original purchaser.
Missing or Delayed Orders
Due to varying international customs processing times, if you have not received your order within 30 days of dispatch, we will review the claim on a case-by-case basis and investigate with the relevant delivery provider where appropriate.