FAQs / Help
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.
All tickets must be booked through our online ticketing system – please click here to book. 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.
If you have an account:
If you do not have an account:
Please get in touch with firstname.lastname@example.org stating your preferred 1 hour time slot and our team will be happy to arrange this for you subject to availability.
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.
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 email@example.com.
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
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.
Unless otherwise stated, exhibition entry is included with all event, workshop and short course bookings.
Please contact Southwark Council for details regarding street parking nearby the Museum.
The is an NCP carpark located nearby on Kipling Street. https://www.ncp.co.uk/find-a-car-park/car-parks/london-bridge/
Yes. The Museum is accessible for wheelchair users and has a lift for disabled visitors.
We are not currently able to accept group bookings, please check here for future updates.
Please email firstname.lastname@example.org
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.
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.Do you offer international delivery?
We currently only offer UK delivery, but are hoping to expand this in the future.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.
Channel 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 from order confirmation. Under usual circumstances, you should receive your order 2-3 working days after it has been sent. You will receive a dispatch email confirming your goods have been shipped.Can I return an item bought online?
If you wish to return retail goods purchased online, you must inform the Museum in writing at email@example.com 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)
- Food or drink
- Audio/Video products or those with Digital content whose packaging seal is broken
If any goods you receive are faulty or later develop a fault, you should notify us in writing to firstname.lastname@example.org 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 email@example.com