Frequently Asked Questions
Delivery
I have not received my order, what should I do?
Electronic Vouchers
The majority of our tickets are electronic. When making a booking, you will receive two emails from VisitBritain. The first will be your order confirmation, the second will contain your downloadable e-vouchers. Print these off and take them with you on your trip to Britain. Full instructions on how to redeem your voucher will be on the voucher.
Other Products
If you have ordered a product such as a Visitor Oyster Card or a London TravelCard that is mailed out to you, please email us quoting your name and order reference number and we will contact you as soon as possible.
Souvenirs
If you have a query regarding our range of souvenirs, please contact VisitBritainShop@internova.co.uk
Airport Transfers (Heathrow/Gatwick/Stansted Express tickets)
When placing your order with VisitBritain you will receive an order confirmation email. Your Airport Express e-Ticket will be sent direct by a separate email. This will take a maximum of 24 hours from making the booking, excluding weekends. Your e-ticket will be sent to the email address that you used to register on our site. Please check your inbox and your junk/spam folder. If you cannot find your e-ticket, please email us quoting your name and order reference number and we will contact you as soon as possible.
London Pass Paper Vouchers
This product is offered on this website at a very special reduced rate. If this product is delayed on its way to you and you subsequently need to re-purchase replacement London passes at the Britain and London Visitor centre, VisitBritain cannot accept liability for the difference in price.
How long is delivery from your website?
- For UK 2-4 working days
- For Europe 4-8 working days
- For everywhere else 8-12 working days
Some of our products do have to be sent in the regular mail. Visitor Oyster Cards and London Travel Cards are two examples. It will be clearly stated in the product record whether the product/s you have ordered will need to be mailed. Do ensure that there is sufficient time for the products to arrive before you plan to travel to Britain.
How much does delivery cost?
Please see separate Shipping Information
Can I have my paper tickets sent to my hotel or an address in the UK?
Yes, but please be sure that when you place your order on our website that you fill in the correct billing address and then select the new shipping address that you would like to have your paper tickets sent to.
I bought an e-voucher product but nothing has been sent to my email account. what can I do?
Your email will have been sent to the email address that you used to register on our site. If you haven’t received your e-vouchers, please check your spam filter to ensure the mail hasn’t been quarantined. If for some reason you have not received your e-vouchers, please email us quoting your name and order reference number and we will contact you as soon as possible.
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Placing an order
How do I pay for my order?
You can purchase your goods online using a valid credit or debit card. Please enter your long card details into the ‘card number’ field of the payments page.
Which methods of payment do you accept online?
The following cards are accepted: Visa/Delta, Maestro/Switch and MasterCard.
When will my credit/debit card be debited?
Your credit/debit card will be debited as soon as payment has been approved by your bank. Your account will be debited with the reference - VisitBritain Shop ROW.
What is my security code?
This is the three digit code that can be found on the back of your credit card.
Why don't your prices correspond to the current exchange rate with the Pound?
VisitBritain endeavours to keep its prices as competitive as possible and these are regularly adjusted to correspond with exchange rates. Our prices are not however adjusted on a daily basis so there may be a slight exchange rate variation.
Do you have a High Street shop?
We do not have a High Street shop.
My country is not selected in the drop down box when I try to pay for my order. Why is this?
Unfortunately we do not deliver to some countries. This could be because we have had numerous problems with the mail going missing to that country before, or because we have experienced a lot of credit card fraud in that country.
How do I find the products I am looking for?
There are two ways to find the product you are looking for. You can either use the search box at the top of the page. Or you can select a top navigation item i.e. Travel and Transport and then a category i.e. London Transport. You may also want to look at the sitemap to see our full range of categories in which we offer products
How will I know my order is placed?
Once you have placed your order and payment has been accepted your order will be confirmed. An Order Confirmation e-mail will then be sent to the e-mail address that you provided us with.
Can I shop without creating an account?
No, all customers are asked to register their details before they can purchase something.
How do I see what I've placed in my shopping bag?
To see what is currently in your shopping bag simply click on your Shopping Bag which is located at the top right hand corner of the screen. Your shopping bag contents will then be displayed
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Cancellations and Refunds
Can I change or cancel my order after it's been placed?
Please always check Shop Terms and Conditions that you agreed when you purchase your goods.
Am I entitled to a refund If I cancel my trip?
Please see separate Terms and Conditions
How long will it take to receive a refund?
Please allow 2 weeks for your order to be refunded. Your order will be refunded to the credit or debit card that you originally used to pay for your order.
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Technical Issues
In what format should I register my password?
Your password can be whatever you like. It is a good idea to make it something which is memorable, but not obvious to other people. Your password should contain at least one non alphanumeric character (i.e. any of the following: !@#$%^&*())
Help, I can't sign into my account
Before you can purchase anything on our website we ask you to sign in. If your email address or password is not recognised please make sure you are using the same email address and password that you used when you registered on our website.
What do I do if I've forgotten my password?
If you cannot remember your password, please type your email address in to the “Forgotten Password” box on the sign-in page and we will send you an email containing a link which will enable you to re-set your password.
Why does my payment keep getting declined?
There are a few reasons why this may happen. Firstly, please make sure that the credit card details (such as the expiry date and the security code) are correct and that the billing address is the same as the one the card is registered to.
Sometimes credit and debit cards may be declined because they are being used in different countries from the ones they are registered to.
If you have access to a different credit or debit card please try that.
If your credit card is still being declined, please email us giving the date and time you tried to place your order and the amount your order came to and we will investigate.
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