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Retail FAQ's
Covid-19 Update

PLEASE NOTE that due to COVID-19, we are fulfilling orders once a week in order to protect our staff and minimise risk. This may mean a delay in sending out your order. We use a third-party provider to fulfil our deliveries, who may also be subject to delays. We thank you for your understanding.

Thank you! Every purchase made supports the Fashion and Textile Museum.

I have purchased a retail item with my exhibition or workshop ticket or opted to collect my order from the Museum. What happens next?  

If you have purchased retail items only and opted to collect from the Museum we will be in touch to arrange a suitable time and date for collection during Museum opening hours. Please note if you do not collect your purchase within 30 days your order will be refunded.  

If you have purchased retail items with your workshop or exhibition ticket your items will be available to collect when you redeem your ticket on the day of your booking. If you are unable to attend the event, please contact to arrange collection or postage (Delivery fee will apply). 

Do you offer international delivery?

We currently only offer UK delivery, but are hoping to expand this in the future.

How much does delivery cost?  

Delivery costs £5 to MAINLAND UK excluding the postcodes listed below.  

Delivery to the postcodes listed below in the SCOTTISH HIGHLANDS AND ISLANDS, NORTHERN IRELAND, ISLE OF MAN and ISLES OF SCILLY costs £12.50 

Which UK postcodes are excluded from MAINLAND UK delivery option? 

Mainland UK delivery excludes Scottish Highlands and Islands postcodes: AB31, AB33-38, AB45, AB52-56, FK17-21, HS, IV, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE  

Mainland UK delivery excludes Northern Island, Isle of Man and Isles of Scilly postcodes: BT, IM, TR21-25. 

Chanel Islands are classed as international delivery.  

Which retail goods can I buy online?

A specially curated selection of retail goods is made available online each exhibition, featuring some of our bestsellers. Make sure you visit the Museum shop for more fantastic products, exclusive one-off pieces and an ever-changing selection reflecting the current exhibition, including everything you see on our website.

When will I receive my goods?

We aim to send orders out between 3-5 working days (Orla Kiely exhibition poster within 3 weeks) from order confirmation. Under usual circumstances, you should receive your order 2-3 working days after it has been sent. You can check if your order has been dispatched by logging into your account and checking the status of your order.  

Can I return an item bought online?

If you wish to return retail goods purchased online, you must inform the Museum in writing at within 14 days of receiving the goods, quoting your order number. Please return any goods promptly and at your cost. Please include with the return the order number and retain proof of postage as the parcel is your responsibility until it reaches us.

A refund can only be processed using the original payment method and only once the items are returned to the Museum in their original packaging and in a resalable condition.

For our full terms and conditions please click here.

Which retail goods cannot be returned or exchanged?
  • Custom items (personalised/signed books)
  • Earrings
  • Food or drink
  • Cosmetics
  • Audio/Video products or those with Digital content whose packaging seal is broken
What do I do if a product is faulty?

If any goods you receive are faulty or later develop a fault, you should notify us in writing to and return the goods to us. We will inspect the returned goods and, if we agree that they are faulty, we will provide a full or partial refund including the return delivery costs, replace the goods, or repair the goods and return them to you. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.

How can I get in contact with you?

Please email


How do i access the online event? 

Events will take place on Microsoft Teams Live. To ensure you have the best experience, we recommend you use the most updated version of your operating system. If you wish to watch on a smartphone or tablet you will need to download and install the Microsoft Teams app which can be found for free on your devices relevant App Store. Please test that you can access Microsoft Teams in advance of the talk. You will receive two email reminders containing the link to the event and instructions on how to join the event. 

When will i recieve the link to join the event? 

An email containing a link to join the online event will be sent to you 2 days prior to the online event and again 1 hour prior to the online event. Both reminders will include instructions on how to join the online event, the online event start time and information regarding event Q&As

I have not recieved the reminder email with the link, what should i do? 

If you have not recieved the reminder emails please check your junk and clutter folders as automatic emails can sometimes wrongly be labled as spam by your email filters, if they are not present please contact

When should i click the event link?

We reccomend joining the event up to 20/30 mins prior to the start of the event. You will be placed into the waiting room and this will give you time to resolve any issues in accessing the event. 

Can i watch on a smartphone or tablet?

If you wish to watch on a smartphone or tablet you will need to download and install the Microsoft Teams app which can be found for free on your devices relevant App Store.

I am trying to join the event but it is asking me to log in? 

You will not need to sign into Microsoft Teams but if you see a sign in message please select JOIN ANONYMOUSLY and this will admit you to the event.

I have clicked the link to the event but it looks like nothing is happening?

Once you enter you will see a message that says 'The event has not started yet' this means you are in the waiting room and the talk will start automatically. Please be aware live events are broadcast by Microsoft Teams with a delay of 60 seconds to 4 mins depending on the strength of your internet. 

What has been put in place to enable me to visit safely?

Our number one priority is the health and wellbeing of our visitors and staff. We have made changes and introduced new measures to help keep you and our team safe during your visit. Please see our full safe visiting guidence here.

How can I buy a ticket to visit the Museum?

All tickets must be pre-booked online before your visit. We are allowing fewer visitors than usual and so have decreased the number of tickets available for each of our daily 1-hour time slots. On completion of your order, you will be emailed an order confirmation containing a barcode and booking reference number. The barcode and number is your ticket. 

You must only book exhibition tickets for persons within the same household or support bubble with a maximum of 6 tickets per booking in line with the current government guidance for London.

I already have a ticket to Out of the Blue: Fifty Years of Designers Guild. How do I book my 1 hour time slot? 

If you have an account:

  • Log in to your account here 
  • Select the order you wish you wish to update 
  • Select ‘Change date/time’ 
  • Select your preferred date and time 
  • Agree to Terms and Conditions, review your order and select ‘Submit’ 
  • Please note: no payment will be taken for this order. 
  • You must only book exhibition tickets for persons within the same household or support bubble with a maximum of 6 tickets per booking in line with the current government guidance for London.

    If you do not have an account: 

    Please get in touch with stating your preferred 1 hour time slot and our team will be happy to arrange this for you subject to availability.


    How do I use my online ticket?

    Present the ticket on arrival at the Museum, through your mobile device, printed ticket, or simply make a note of the booking reference number and take it with you, coupled with some ID. 


    Do you issue refunds?

    Orders for tickets, events, workshops and short courses may be cancelled by you up to 30 days prior to the date of the day of visit, event, workshop or short course. Please note all booking fees are non-refundable.

    You will lose this right to cancel if you use your ticket and/or attend the event (or any one of a series of events) before this deadline expires. If you wish to cancel your booking, you must inform the Museum in writing at

    Bookings are non-refundable after this time. For our full terms and conditions please click here.

    For retail product please see the Retail FAQs. 

    For Gift Vouchers please see the Gift Voucher FAQs

    What happens in the event of a cancellation?

    The Fashion and Textile Museum reserves the right to cancel any course, workshop, talk or event at its sole discretion at any time prior to the start date. If a course, workshop, talk or event, is cancelled the Museum shall endeavor to provide at least one week's notice. If a transfer is not available, the full cost will be refunded. The Museum cannot be held liable for any losses arising from such a cancellation.

    Is exhibition entry included with my event, workshop or short course booking?

    Unless otherwise stated, exhibition entry is included with all event, workshop and short course bookings.

    Is car parking available?

    Please contact Southwark Council for details regarding street parking nearby the Museum.

    The is an NCP carpark located nearby on Kipling Street.

    Is there wheelchair access?

    Yes. The Museum is accessible for wheelchair users and has a lift for disabled visitors.

    Can I make group bookings?

    We are not currently able to accept group bookings, please check here for future updates.


    How can I get in contact with you?

    Please email

    Gift Voucher FAQs
    How can I purchase a Fashion and Textile Museum Gift Voucher?

    Gift Vouchers are available to purchase through the Fashion and Textile Museum website. Please note that currently gift vouchers can only be purchased online.

    What happens when I purchase a Gift Voucher?

    On completion of your order you will be emailed an order confirmation with an order reference number.

    The recipient of the Gift Voucher will also receive an email with your special message, voucher code and instructions on how to use their voucher.

    Do you offer refunds on Gift Vouchers?

    No. Gift Vouchers are non-refundable and cannot be exchanged for cash.

    For our full terms and conditions please click here.

    I have been given a Gift Voucher, what can I purchase?

    Gift Vouchers can be used to purchase admission tickets, workshops, talks, courses, events and retail product on the Fashion and Textile Museum website. Please note that currently gift vouchers can only be used to purchase items online.

    Gift Vouchers cannot be exchanged for cash.

    How long is the Gift Voucher valid for?

    Gift Vouchers are valid for 12 months from the date of purchase.

    How many times can I use my Gift Voucher?

    Gift Vouchers can be used more than once if the value of the first transaction is less than the value of the gift voucher. 

    Gift Vouchers can be used against a transaction which is more than the value of the gift voucher. The remaining balance can be paid using card.