Online Shop FAQs

Ordering

Payment

Delivery

Returns & Refunds

Other Frequently Asked Questions


Art Sales FAQs

About the Art Works

Viewing the Art Works

Buying an Art Work

VAT on Art Works

Packaging & Delivery

Framing & Care

Returns & Refunds

Own Art


Ordering

How do I make a purchase at Royal Academy Online Shop?

Ordering from the Royal Academy Online Shop is simple and straightforward. If you have a description, product name or SKU, you can type this into the search box. Alternatively, you can search the different categories at the top of the page and filter your results on the left of the screen.

Once you have found the product you would like, click ‘Add to basket.’ You can now continue shopping. Hover over the shopping basket icon and select ‘View basket’ to review your chosen products or click ‘Go to checkout’ to enter promotional codes, pay and complete your order.

Do I need an account to place an order?

No, you can checkout as a guest using our simple checkout process.

However, by registering for an account with us you will have access to additional benefits, such as viewing your order history, saving your address details and managing your email preferences.

I’ve forgotten my password for my Royal Academy Online Shop account, what can I do?

No need to worry, you can reset your password from here.

What is a pre-order?

By pre-ordering you can buy products not yet available in the RA Shop or online. Items will only be despatched once they have been received by our warehouse and the estimated date of availability will be included in the product name or product details. The process for ordering pre-order items is the same as ordering normally on the Royal Academy Online Shop.

What is a split shipment order?

Sometimes we may need to split your order and deliver items separately, for example with larger orders, or orders featuring oversized products.

We usually try to group all orders into as few parcels as possible. If your order contains a pre-order product, please email us at mailorder@royalacademy.org.uk and let us know if you would like all your items to be sent together, or if you'd prefer to be sent the available items first. 

The product I want is ‘Out of stock.’ What can I do?

Register an account with us and you can sign up to email alerts by clicking on ‘Sign up to get notified when this product is back in stock’ on the product page. You will be the first to know when the product comes back into stock. Alternatively, email us at mailorder@royalacademy.org.uk and we can tell you if the item is due to come back into stock, or if it has been discontinued. We can also recommend similar items that you may like.

Payment

What payment cards are accepted on the Royal Academy Online Shop?

We accept most major credit and debit cards including MasterCard, Visa and American Express. You can also pay using PayPal.

What happens when I save my payment address on the Royal Academy Online Shop?

Saving your address details will speed up your Checkout process as your details will be stored in your account and you will not have to re-enter them the next time you order. You can also track your order status and order history. You can access your account information at any time to edit any of your account details.

Each time you return to the Royal Academy Online Shop, remember to sign in using your email and password.

What is a Card Security Code (CSC)?

The CSC (also known as the CVV2 number) is a security measure by banks for transactions where the cardholder is not present. The code can be found on the reverse of most credit and debit cards and is a three digit code in the signature strip. On American Express cards this is a four digit code found on the front of the card in the top right corner.

If you cannot find your CSC please contact your card provider.

How do I pay with PayPal?

If you have a PayPal account, simply select ‘PayPal’ as your payment method at checkout. After selecting ‘Continue to PayPal,’ you will be redirected to the PayPal site, where you will complete the payment using your account details. Once this is complete you will be directed back to the order confirmation screen.

Delivery

Which countries does Royal Academy Online Shop deliver to?

We offer delivery to all countries around the world but some exceptions may apply, depending on the type of product and international delivery restrictions. Click here for delivery details.

How much duty and taxes will I have to pay?

By default, all VAT applicable products are priced inclusive of UK VAT. For more information, please refer to our Terms and conditions for international delivery details and charges.

Can you deliver to an address that is different to my billing address?

Yes, when you get to the secure checkout you will first need to enter the Delivery address. Select 'Continue to payment' and you will then have the option to change the billing address.

How can I change my delivery address after I have confirmed my order?

Contact mailorder@royalacademy.org.uk  immediately with your order number and the correct delivery address. We will make every effort to change the address before it is despatched from our warehouse.

How soon can I get my order and how much will it cost?

Orders are despatched using reliable services including Royal Mail 1st Class Post and Parcelforce 48hr service for oversized orders. Orders usually arrive within 3–5 working days following despatch, although we advise customers to please allow up to 21 days for delivery.

We charge £5.95 per order to a single UK mainland address. FREE on all orders of £50 or more. Please refer to our delivery information page for international delivery details and charges.

Do I need to sign for my order?

You will not need to sign for orders which have been despatched using First Class Royal Mail.

However you will need to sign for orders that have been sent using Parcel Force. We will try to provide you with your Parcel Force tracking number so that you know when to expect delivery.

How will I know you received my order and when will payment be deducted?

After placing an order we will send an email confirmation to say that your order has been received. Payment will be taken immediately.

In the rare instance that any of the items you have ordered are not available, we will contact you by email and only charge for the items that we have in stock.

Refunds and Returns

How do I cancel an order?

We want you to be delighted with your online purchase, so if your goods are unwanted for any reason, please let us know you wish to cancel your purchase within 14 days of delivery. You may use this form to tell us you wish to cancel the purchase.  Simply print, complete and send with your return. You must then return the unwanted goods, unused and in original packaging, within 14 days of cancellation to:

RAE Warehouse - Returns
114 Camley Street
London
N1C 4PF

We recommend that you use a recorded delivery service or obtain a Certificate of Posting, as the parcel remains your responsibility until it reaches the RAE. Our returns policy does not affect your statutory rights.

Please note that we cannot refund or exchange items that have been personalised or earrings suitable for pierced ears.

What do I do if my order arrives damaged or faulty?

In the unlikely event that your goods arrive faulty or damaged, please call us on 0800 634 6341 or email mailorder@royalacademy.org.uk  for advice on how to return the good(s) in the original packaging with all relevant documentation. Please also state the nature of the defect and let us know if you would prefer a refund or a replacement.

How long will it take to receive a refund for returned products?

We aim to process all returns within 1-2 weeks of receipt. Once processed, and if the return meets our refund criteria, we will issue the refund via original method used. Please allow up to 5 working days for this to show in your account.

Other Frequently Asked Questions

How do I purchase a gift voucher?

Gift vouchers can be purchased here or in person at the Royal Academy Shop.

How do I redeem a gift voucher?

Gift vouchers can only be redeemed in person at the Royal Academy. They can be used against the price of exhibition tickets, Friends memberships, RA Courses and Classes, or items in the Royal Academy shop.

Are online prices the same as in Royal Academy’s gallery shops?

Yes, the price of products online should match those in the gallery shop. However, we do sometimes run promotional offers and exclusive online discounts. You can keep up to date with our latest offers by signing up to our mailing list here.

Are all products I’ve seen in Royal Academy’s gallery shops available online?

With the exception of items showing as ‘Out of stock’ all of the products in our gallery shop are available online. You can also browse our custom prints and exclusive Art Sales collections online.

Will my order include a sales receipt?

Yes, all orders have a sales invoice and/or shipment note enclosed with the order.

Can I use the website to reserve items for collection at the Royal Academy shop?

At present we are unable to offer a Click and Collect service at the Royal Academy. Signing up to our email newsletter will keep you up to date with any changes.

Where can I get more information about a product?

Email us at mailorder@royalacademy.org.uk  or call on +44 (0)800 634 6341 (Monday to Friday 10am to 6pm) and one of our Online Shop Team will be able to help you.

How do I write a review?

We love hearing feedback about our products, and so do our other customers. You will receive a feedback request after your order has arrived.

How do I contact Royal Academy Online Shop?

You can use the Live Chat service on our Online Shop site, email us at mailorder@royalacademy.org.uk  or call on 0800 634 6341 (Monday to Friday 10am to 6pm) and our team will be happy to help.

What is a wish list?

You can save items into your wish list, ready to purchase at a later date, or you can share it with your friends and family. In order to use the wish list feature you will first need to register with the Royal Academy Online Shop.

Where do I enter a promotional code?

If you have a promotional code, these can be entered at the Checkout stage of the order. Only one promotional code can be used per transaction.

What is a SKU?

A SKU is a reference number that we give to all our products. They usually begin with ‘020’ and can be used to search for and order products from the Royal Academy Online Shop. You can find the SKU in the ‘More Details’ section on product information pages. 

I am a Friend of the Royal Academy. Do I get a discount?

Friends of the Royal Academy receive a 10% discount on RA Shop products. The Friends discount is not valid on sale products, limited edition and limited availability products, gift vouchers, custom prints, Epic Posters by Surface View, Friends memberships, alcohol, glassware, stamps, RA Magazines, non-RA publications and Art Sales. Cannot be used in conjunction with other offers.

To apply the discount, Friends will need to create an RA Online Shop using the email address that is registered to their Friends account. The discount will then be automatically applied to applicable products provided you are signed in to your RA Online Shop account.

If your email address is not registed with your Friends account, please contact friends@royalacademy.org.uk or if you do not have an email address, please give us a call on 0800 634 6341.

About the Art Works

What is a limited edition?

Some of the artworks available to purchase are part of a limited edition. These are original, hand-made art works, not reproductions. These works are restricted to a specified number of copies, and no further copies can be produced.

What is a unique work?

Some of the artworks available to purchase are unique, one-off works. No editions of these art works are available to purchase, nor will any editions be made available in future.

How do I find out more about the artists and artworks on display?

Please visit our Art Sales section or aternatively, visit the Friends’ Welcome Desk or contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Viewing the Art Works

Can I view the artwork in person prior to purchase?

Current Art Sales exhibitions can be viewed during all regular opening hours. Please visit our Exhibitions page for more information about our current displays. Other artworks from the online store can be viewed in person by special arrangement. Please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

I’m not a Friend, can I still access The Keeper’s House to view the artworks?

Yes. There is public access to The Keeper’s House after 4pm. At all other times, those who wish to view the Exhibition are invited to join us as a guest during Friends’ opening hours.

Buying an Art Work

How do I know if an item is available?

The availability of an artwork will be shown on the website. If an artwork has sold out, this will be indicated on the website.

What options are there to buy an artwork?

You can buy online at home, or you can browse and purchase works using one of the tablets that are available in The Keeper’s House. These can be found at the Friends’ Welcome Desk, in the lobby of the restaurant / bar on the lower ground floor and in the Belle Shenkman room.

How do I pay?

We can take payments by credit or debit card only.

How much do I pay?

The full amount must be paid at the point of sale.

Who is the seller? Does the RA take a commission?

Art works are either offered on a consignment basis or are sold directly by RA Enterprises.

Consignment works are sold by the artists, with services to facilitate the sale provided by the RA. For these works, the RA charges the artist a commission. There are also artworks that are sold directly by RA Enterprises. For these works, the RA receives 100% of the sales price after costs incurred.

What is the commission / sales income used for?

Profits from commission and art sales are used to support the Royal Academy’s charitable activities. The Royal Academy of Arts is an independent charity, with a mission to be a clear, strong voice for art and artists. Because we receive no public funding, we depend on the continued generosity of our Friends and supporters.

VAT on Art Works

Does the price include VAT?

All works sold by RA Enterprises include VAT. For works labelled as ‘Artist Sales’, VAT is only incurred if the artist is VAT registered. If the artist is not VAT registered, VAT is not applicable.

How do I get a VAT receipt? Can I have VAT excluded at the point of sale if I live outside of the EU?

A VAT receipt will be included with the artwork when this is despatched. We do not offer VAT-free shopping for international customers at this time.

Packaging & Delivery

How is the artwork packaged?

Unframed editions are flat-packed with acid-free paper. If you have questions regarding packaging of unique works, please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Does the Academy arrange collection or shipment of sold work?

Unframed editions will be posted directly to purchasers. Unique works will be available for collection at the end of the exhibition; a member of our Exhibitions team will contact you to arrange collection or to advise on specialist couriers.

Is the cost of shipping included in the price?

The cost of shipping unframed editions within mainland UK is £9.50 per order. Costs for shipping unique works are not included in the price. Our preferred option is to arrange for you to collect the art work from the Royal Academy in person. If you wish to discuss delivery options, please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Editions will usually arrive within 14 working days of ordering, although please allow up to 21 days for delivery. Unique works will not be available until after the end of the exhibition. If you wish to discuss this, please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Framing & Care

Does the work come framed?

It depends on the artwork. Unique works will be sold as displayed in Keeper’s House. Editioned artworks will be sold unframed.

Can I get my artwork framed?

We do not offer framing services at the Royal Academy. If you need a framer, we suggest Martin West Bespoke Art Services, a Member of the Guild of Master Craftsmen: 0203 735 5248 / 07904 897 097 

How do I care for my print?

After unpacking carefully, place your print on a clean, dry, flat surface. Store flat and away from sunlight. Your framer should use acid-free archival materials to avoid harming your artwork. For the glass, ultra-violet protection and anti-glare options are available. Avoid hanging your print in direct sunlight or in humid settings. These conditions can cause your artwork to fade or ripple. For further advice, please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Copyright & Resale

Now that I’ve purchased the artwork, do I hold the copyright for the image?

Under the Copyright, Designs and Patents Act 1988, it is the rule that, in the absence of any agreement to the contrary, copyright in a work of art belongs to the artist, or his or her heirs and assigns. This also means that you cannot reproduce an image of the artwork in any form (including social media) without express consent of the artist.

What about re-selling my artwork?

Please note that the resale of any work of art may incur a resale royalty to be paid to the artist in accordance with the Artist’s Resale Right Regulations. (The work will need to be by a living artist and resell for over 1000 Euros).

Returns & Refunds

My purchase has arrived damaged. What do I do?

We take every care to ensure your art work arrives in pristine condition. If this is not the case, please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

Once you have had confirmation that the artwork is eligible for return and you have received the Return Authorisation form, you must pack the artwork back in the original tube or box along with all other packaging materials and certificate of authenticity that was included in the original package. You must also enclose the completed Return Authorisation form. No returns will be accepted without the proper paperwork.

I’ve changed my mind and I’ve decided that I no longer want my purchase. What do I do?

We hope you are delighted with your purchase, and recommend that you view unique works in situ at the exhibition before your purchase. If for whatever reason you are not happy with your purchase, you have fourteen days after receipt of the artwork to request a refund. Please contact the Art Sales team 0207 300 5933 / 07753 137605, Mon - Fri 9.30am – 5.30pm or email artsales@royalacademy.org.uk 

The artwork must then be returned in the manner described above. The artwork must be returned in perfect condition, with all of its original packaging.

Own Art

For information on Own Art and terms and conditions, please take a look at Own Art's FAQs.