Help

Placing an order

How do I pay for my order?

You can pay for your order online using a valid credit or debit card. Please enter your card number into the ‘card number’ field of the payment page.

The following cards are accepted: Visa/Delta, Maestro/Switch and MasterCard.

Your credit/debit card will be debited as soon as the payment has been approved by your bank.
Your account will be debited with the reference - VisitBritain Shop GB.

What is my security code?

For Visa/Mastercard, the CVV/CVC is a three-digit security code printed on the back side of the card.

Why does my payment keep getting declined?

There are a few reasons why this may be happening. Firstly, please make sure that the credit card details (such as the expiry date and the CVC security code) are correct and that the billing address is the same one that the card is registered to.

Sometimes credit and debit cards may be declined because they are being used in a different country to the one they are registered in.
If you have access to a different credit or debit card, please try using it.

If your payment is still being declined, please Contact Us, giving the date and time you tried to place your order and the amount your order came to, and we will investigate.

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?

This shop only delivers to and accepts payment from the countries listed here.

How do I find the products I am looking for?

There are two ways to find the products 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 sub-category i.e. London Transport. You may also want to look at the sitemap to see our full range of categories.

How will I know my order is placed?

Once you have placed your order and your payment has been accepted, an order confirmation email will be sent to the email address that you provided us with.

How do I see what I've placed in my shopping basket?

To see what is currently in your shopping basket, simply click on your Shopping Basket which is located in the top right hand corner of the screen.

In what format should I register my password?

Your password can be whatever you like, although it must be at least 8 characters long. It is a good idea to make it something which is memorable, but not obvious to other people. 

What should I do if I've forgotten my password?

If you cannot remember your password, please enter your email address in the Forgotten Password box on the sign-in page. We will send you an email containing a link which will enable you to reset your password.

I can't sign into my account, what should I do?

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.

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