Terms and Conditions

Welcome to the www.visitbritainshop.com website and terms and conditions for use. This website is owned and operated by VisitBritain, a statutory body incorporated under The Development of Tourism Act 1969 as the British Tourist Authority.

Use of this website

These terms and conditions set out the basis on which you can visit and use our website. Please read them carefully as they contain important information. If you do not agree to these conditions you should cease to use the website immediately.

Before you place an order, if you have any questions about these terms and conditions please contact us.

Whilst we shall endeavour to ensure that this website is available 24 hours a day, we cannot accept any liability if for any reason it is unavailable at any time or for any period of time.

Accuracy of Information

Our website includes descriptions of products and services sourced from third party suppliers. Some suppliers may have additional terms and conditions relating to their products and services and we will bring these to your attention in the product description.  Please read any additional terms and conditions before completing your purchase.  Whilst VisitBritain tries to ensure the accuracy of product descriptions and prices, we cannot accept responsibility if this is not the case and VisitBritain disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the material on this website. VisitBritain shall not be liable for any loss or damage which may arise from the use of any of the information contained on this website or from any inadequacy of this website to meet your requirements. Orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All items are subject to availability. Please note that some items are available only for Non-UK residents. We will inform you as soon as possible if the goods you have ordered are not available.

Privacy Policy

VisitBritain is committed to protecting your privacy as a user of our website and the confidentiality of any personal and transactional information is protected to the highest standards

Any personal information which you provide to us or which is available to us from which we can identify you is held in accordance with our registration under the Data Protection Act 1998 and will be used only for the following purposes:

  • Processing your orders
  • To supply website content and advertisements to you
  • To administer this website, develop and improve the site, shopping experience and content around our user's interest
  • If you consent, to notify you of products and services which may be of interest to you

When you enter this website we will use cookies. Cookies are small pieces of information which enables our website to store information on your computer. We use cookies to keep track of your current shopping session and to personalise the website according to your requirements. If you do not wish to accept new cookies or wish to disable cookies altogether, you can set your browser accordingly using its menu bar. However our website will then be unable to offer you a personalised service.

When you place an order online you will be given the option of being notified by post or e-mail about products, services and promotions which we think may interest you. If you do not wish to be contacted for such purposes remember to tick the opt-out box. You may unsubscribe from our contact list at any time by pressing the “unsubscribe” button on any e-mail communication or by contacting us.

Finally we draw your attention to our use of a cookie which collects anonymous data to analyse traffic to our website.

Third Party Links

We have placed links on this website to other websites which you may wish to visit. VisitBritain does not review or endorse those websites and has no control over their content. Therefore we can accept no liability if you visit those websites.


You place the order for your products on our website by pressing the Confirm button. You are able to correct errors in your order up to that stage in the ordering process. We will contact you by e-mail to confirm receipt of your order and to confirm your order details. Our acceptance of your order will take place upon despatch of the goods ordered. Please check that your full correct delivery address (postal and email) appears on your order as we regret we are unable to refund or redeliver any goods which cannot be delivered because of an incomplete or wrong address. In the case of e-tickets, it is your responsibility to ensure you have provided a correct email address and are able to receive tickets via email.


The prices payable for the products and services are those quoted on this website at the time of purchase. Delivery and handling costs will be charged and these amounts will be given when completing your order at the checkout. VisitBritain reserves the right to change prices without notice whether such changes are related or not to alterations in exchange rates.

Expiry Date on Payment Card

Please ensure that the expiry date of your payment card is after the anticipated despatch date of your order as that is the point at which payment is taken. If the payment card has expired we will be unable to take payment and fulfil your order.

Change or Cancellation of your order

You have the statutory right to cancel your order for a refund within 14 calendar days starting the day following receipt of your order. But you must cancel an order to qualify for a refund. If you wish to cancel an order please write to us using our contact us form quoting your order number and other information mentioned in the attached model cancellation form. To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.  Please note that your right to cancel does not apply to customised or date-specific goods (except for Britrail products) and restrictions may apply to certain tickets so please refer to the refund conditions below and make sure you check the terms and conditions for the item you wish to purchase.

Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made in original, undamaged packaging within 14 calendar days of receipt your goods and in any event no later than 14 days after the day on which you give notice of cancellation.  You are responsible for the cost of returning goods to us. Refunds are subject to receipt by us of the returned goods or ( if earlier) 14 days after the day you provide evidence that you have returned the goods and will be made to the credit, debit or charge card used as payment for the original order. Please allow 14 days for the adjustment to your account.

VisitBritain accepts no responsibility for any loss or damage to returned goods in transit and for this reason we recommend that you use a recorded delivery service.

If the product returned is not in fully resaleable condition or the packaging is unnecessarily damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
We are happy to refund returned goods which are covered within our terms and conditions, provided they are returned by Mail in an unused and complete condition to the following address:

E-Commerce Team
Sanctuary Buildings, 
20 Great Smith Street
London SW1P 3BT


We strongly recommend that you obtain appropriate insurance to cover any costs arising from late cancellation of your order due to unforeseen circumstances as we are unable to offer refunds in this case.

Refund Conditions

Please note that the following conditions apply depending on which product you are returning.
Certain ticket categories may have special conditions which do not permit changes or cancellation. For example we cannot refund tour tickets where the tour has been missed through late arrival.
Refunds are limited to completely unused and invalidated passes or tickets. No refunds will be granted on partially used passes or tickets.
All unused passes and tickets should be returned within 14 calendar days of receipt and in any event no later than 14 days after the day on which you give notice of cancellation.  The product must be returned in good condition before your trip to London. 
Refunds will only be given on standard outbound postage. No refunds will be given on enhanced delivery chosen by you. 
No exceptions to the refund conditions will be made where a refund is sought because of transport strikes or other service disruptions.
Where a tour has been cancelled because of insufficient bookings we will refund tickets you have purchased for that tour in accordance with these refund conditions. However we accept no liability for any loss, inconvenience or disappointment you may  have suffered as a result of such cancellation.


Change or cancellation of your Travelcard order

We are unable to modify, exchange or offer refunds or cancellations for Travelcards, as they are date-specific tickets and once issued they cannot be re-sold.

It is therefore imperative to ensure your order is correct before confirming payment.

No exceptions to the refund conditions will be made, including where a refund is sought because of transport strikes or other service disruptions.

Visitor Oyster Cards

You may return Oyster Cards within 14 calendar days of receipt. You will need to return the product in good condition before their start date. 

If you want a refund for the remaining balance (not the activation cost) of your Oyster Card, please note that VisitBritain cannot provide it.
To get a refund on any unused credit, you can:

• Use a Tube station ticket machine for balances up to £10.
• Take your card to a Visitor Centre
• Post your card with a covering letter explaining why you’re returning it to:

TfL Customer Service
14 Pier Walk
4th Floor
London SE10 0ES

The card will be cancelled and you will be sent a refund by Sterling cheque. 

Britrail Passes
Britrail products are customised. Therefore the supplier’s administration fee of 15% of the gross value of the pass or ticket will be charged for all returned passes and rail tickets. All unused passes should  be returned within 14 calendar days of receipt and in any event not later than 14 days after the day on which you have given notice of cancellation.

Airport Transfer e-Tickets (Heathrow Express, Gatwick Express, Stansted Express, Luton Thameslink and Gatwick Thameslink)
All airport express e-tickets are non-refundable.

Airport transfer services are operated by third parties and as such, any service disruptions are beyond VisitBritain Shop’s control. In the event of service disruption, a replacement service may be provided by the applicable service provider at their discretion. Strictly no refunds will be given for disruption due to train delays, cancellations or engineering works.

E-vouchers and e-tickets
Please check  that any e-vouchers or e-tickets you have ordered have not been delivered to your spam/junk folder by mistake.

Vouchers may be cancelled by contacting us within 14 calendar days of purchase. As soon as you cancel your email voucher it will become void and non-redeemable.

Once you have redeemed your evoucher, passes/tickets are non-refundable. 
Please note that we are unable to offer refunds and cancellation for customised or date/time-specific e-vouchers or e-tickets.

Camping and Caravanning Club Membership
We are unable to offer refunds and cancellation for this date specific card.

We regret we are unable to offer refunds on these products.

We regret we are unable to offer refunds on these products.

Sim Cards
You may return the product within 14 calendar days of notice of cancellation. You will need to return the product unused and intact, complete with the original packaging and user guide.

Travel Plug Adaptors and Headlight Stickers
You may return the product within 14 calendar days of notice of cancellation. You will need to return the product unused and intact, complete with the original packaging.


Car hire
Please refer to the product specific Terms and Conditions.

Theatre shows
Please refer to the product specific Terms and Conditions.

Restaurant bookings
Please refer to the product specific Terms and Conditions.


All deliveries are by post unless alternative arrangements have been made. Information on the time of delivery is non-binding unless an exceptional delivery time has been agreed eg. by express. Please ensure you choose a delivery method which allows sufficient time for your order to arrive before your departure from home.

VisitBritain shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond its control or a shipping method has been chosen which does not allow sufficient  time for delivery.

VisitBritain does not guarantee that all products are deliverable all the time. Should one or more products not be deliverable you will be informed as soon as possible.

Please contact VisitBritain with your order number to hand if an incorrect product has been delivered. The product will be exchanged with the correct goods as long as they are available. Otherwise a refund will be given for the full purchase price.

Please contact VisitBritain with your order number to hand if your order has not arrived within 30 days of the date of your order.

International Use

VisitBritain makes no promise that any products or services offered on this website are appropriate for use in other locations. If you chose to access this website from locations outside the United Kingdom you are responsible for compliance with local laws.

Law and Jurisdiction

These Terms and Conditions and any contract resulting from use of this website are governed by and shall be construed in accordance with English Law and any disputes shall be decided only by the English courts.