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FAQs / Help

What happens when I buy a ticket online?

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.

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. 

 

Can I purchase a ticket in the Museum or on the day?

Exhibition tickets can be purchased for all events in the Museum on the day provided there are still tickets available.

Please note that it may be cheaper for you to by your ticket on online.

Workshop tickets and group bookings must by booked and paid for in advance.

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 info@ftmlondon.org.

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.

www.southwark.gov.uk

The is an NCP carpark located nearby on Kipling Street. https://www.ncp.co.uk/find-a-car-park/car-parks/london-bridge/

Is there wheelchair access?

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

Can I make group bookings?

Group bookings should be made and paid for in advance. Please see our group booking page on the website for details.

https://www.ftmlondon.org/group-visits-and-bespoke-services/

How can I get in contact with you?

Please email info@ftmlondon.org

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.  

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.

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 info@ftmlondon.org 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 info@ftmlondon.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.

I have purchased a book with an event or exhibition ticket, what happens next?

Your book will be waiting for you at the admissions desk for when you redeem your ticket on the day of the event. If you are unable to attend the event, please contact info@ftmlondon.org to arrange collection or postage (postage fee will apply)

How can I get in contact with you?

Please email info@ftmlondon.org