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Customer Service


FAQs

1. How do I make a purchase at Tate Online Shop?
2. Do I need an account to place an order?
3. I’ve forgotten my password for my Tate Online Shop account, what can I do?
4. What is a pre-order?
5. How do I know if an item is in stock?
6. What payment cards are accepted on the Tate Online Shop?
7. Is it safe to use my credit card online at Tate Online Shop?
8. What happens when I save my payment details into Tate Online Shop?
9. What is a Card Security Code (CSC)?
10. What is an issue number?
11. How to I pay with paypal?
12. Which countries does Tate Online Shop deliver to?
13. Why are delivery restrictions applied to some items?
14. How do I view the prices in a different currency?
15. How much duty and taxes will I have to pay?
16. Can my order be delivered to alternative addresses?
17. Can you deliver to an address that is different to my billing address?
18. How can I change my delivery address after I have confirmed my order?
19. How soon can I get my order and how much will it cost?
20. Do I need to sign for my order?
21. How will I know you received my order and when will payment be deducted?
22. Where is my order?
23. Can I track my order?
24. How do I cancel an order?
25. What do I do if my order arrives damaged or faulty?
26. What is the returns and refunds procedure?
27. How long will it take to receive a refund for returned products?
28. What is store credit and how do I redeem it?
29. What are cookies? Why must I enable them in my browser?
30. What is the optimum screen resolution for the Tate Online Shop website?
31. How do I purchase a gift certificate?
32. How do I redeem a gift certificate?
33. Are online prices the same as in Tate’s gallery shops?
34. Are all products I’ve seen in Tate’s gallery shops available online?
35. Will my order include a sales receipt?
36. Can I use the website to reserve items for collection at my nearest Tate shop?
37. Where can I get more information about a product or book?
38. How do I redeem an online promotion code?
39. My computer is very old. Will I still be able to use Tate Online Shop?
40. How do I write a review?
41. How do I contact Tate Online Shop?

1. How do I make a purchase at Tate Online Shop?

We hope that you find shopping at Tate Online Shop a straightforward and enjoyable process. If you know what you are looking for, you can type a product description into the search box. This will help identify the item and any other products with a similar description.

You can also search using the department names on the top of the screen or by using the navigation on the left-hand side. Select which departments you wish to browse and then which categories or products. When you have filtered the search as you wish, available products meeting your criteria, will be displayed. If there are multiple pages of products displayed, you can click 'Next' to view the next page of products.

Once you have found an item, select the colour and/or size, if applicable, and then click on ‘Add to basket’. Click on the basket to review the products selected. Items can be removed from the basket by clicking the cross next to the item, or quantities can be changed by correcting the quantity and ‘updating basket’.

To continue shopping just click on ‘continue shopping’. Click on ‘Checkout’ to proceed with your order.

2. Do I need an account to place an order?

No, you can choose to checkout as a guest by selecting ‘checkout without registering’.

However, registering with us will ensure you’ll be able to enjoy benefits through your Tate Online Shop account. These include order tracking, review past orders, save address details, date notifications and managing your email preferences.

3. I’ve forgotten my password for my Tate Online Shop account, what can I do?

If you have forgotten your password, just click on ‘forgot your password?’ on the log-in screen and follow the instructions. Please note, for security reasons your payment details will be deleted when we send you a new password.

4. What is a pre-order?

Pre-order products give online shoppers an exclusive chance to view and buy items that are not yet available in store. This will typically be books that have not yet been released, and new products that have not yet been delivered to our warehouse. We are unable to dispatch pre-order items to you immediately, and they may therefore arrive separately to the rest of your order. All items that are available to pre-order display the date that we expect to be able to send them to you. To buy a pre-order item, simply add it to your basket with the rest of your shopping and follow the checkout process as usual.

5. How do I know if an item is in stock?

All items are in stock unless ‘sorry out of stock’ is displayed. Please be aware that even if an item is in your shopping cart, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, please email shop.online@tate.org.uk to find out if the item is likely to come back into stock or if you would like us to suggest an alternative. You can also register for our newsletter to receive email notifications of new arrivals.

6. What payment cards are accepted on the Tate Online Shop?

We accept most major credit and debit cards including MasterCard, Visa and Delta.

Accepted Cards

7. Is it safe to use my credit card online at Tate Online Shop?

All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else. We are also Tier 1 PCI (Payment Card Industry) compliant, which ensures unbeatable security and protection of sensitive customer information. Websites go through a rigorous independent audit and significant investment to attain Tier 1 PCI DSS certification with the prime purpose of ensuring that their customers' data is as safe as possible when they purchase products online. For more information please see the PCI Security Standards Council website.

8. What happens when I save my payment details into Tate Online Shop?

If you save your payment details it will make your Checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. You can also track your order status and order history.

Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details.

Each time you return to this site, remember to sign in using your email and password.

9. What is a Card Security Code (CSC)?

The CSC (or CVV2 number) on your credit or debit card is a security measure banks require for all transactions where the cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself.

Most credit or debit cards display the three digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four digit code and it appears on the front of the card in the top right corner.

If you cannot find your CSC please contact your card provider.

Card Security Code (CSC)

10. What is an issue number?

When using a Switch card please enter the long payment number (the long number displayed in the centre of the card, not the smaller account number at the bottom of the card). An issue number is only required for a Switch card. If your Switch card has no issue number, like some Royal Bank of Scotland cards, then please leave this field blank.

11. How do I pay with Paypal?

Tate Online Shop also accepts Paypal. For more information on Paypal and how it works please click here for more information.

12. Which countries does Tate Online Shop deliver to?

We deliver to most countries around the world but some exceptions can apply, depending on the type of product and international delivery restrictions. For further details please contact our Customer Services department at shop.online@tate.org.uk or call us on +44 (0)20 7887 8869.

13. Why are delivery restrictions applied to some items?

Tate Online Shop is obliged to adhere to particular international trading agreements and regulations, which can restrict our ability to deliver to certain destinations. If you add a product to your basket that we are not permitted to deliver to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to have it delivered to a different, permitted destination address.

14. How do I view the prices in a different currency?

You can view the prices of our products in Euros, US dollars or British pounds. To change currency, simply click on the currency flag at the very top of the product list or product detail pages. However, please note that you will be charged in British pounds.

15. How much duty and taxes will I have to pay?

By default, all VAT applicable products are priced inclusive of UK VAT.

16. Can my order be delivered to alternative addresses?

Online orders can be delivered to alternative addresses.
Telephone orders can be delivered to an alternative address once the order and address details have been validated.
By registering with Tate Online Shop, you will be able to store multiple addresses in your address book.

17. Can you deliver to an address that is different to my billing address?

Yes. When you get to the checkout you are able to input a different delivery address.

18. How can I change my delivery address after I have confirmed my order?

Please email shop.online@tate.org.uk immediately, quoting your order number and the correct delivery address. We will then make every effort to alter the address before the item is despatched.

19. How soon can I get my order and how much will it cost?

Standard Delivery items are usually despatched within 3 working days after the order has been placed. We aim to deliver within:

3-5 working days for UK

4-7 working days for EU and the rest of Europe

5-7 working days for USA, Canada, Fast East and Australasia, and the rest of the World

To check delivery costs, add items to your basket and select ‘My Basket’. Under the list of items there is an option ‘Delivery for’. Select the country the order will be delivered to and choose between standard delivery or fast-tracked courier delivery. All orders to be despatched outside the UK are sent by courier and delivery prices will be shown when the country is selected.

20. Do I need to sign for my order?

For couriered deliveries we require proof of delivery. This means we are unable to authorise packages to be delivered without a signature for receipt of goods. For this reason we cannot deliver to PO Box addresses.

21. How will I know you received my order and when will payment be deducted?

After you have placed your order, you will be sent an email confirming that it has been received. Your card will be debited immediately. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

22. Where is my order?

We aim to despatch all orders within 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of despatch, Tate Online Shop is not responsible for any delays caused by destination customs clearance processes.

23. Can I track my order?

Once your order has been despatched, you will receive an email confirmation of your order details and a tracking number. If you have registered, you will be able to view and track the status of your order by signing in and selecting ‘My account’ followed by ‘Order status’. If you are not registered, why not sign up now so you can track future orders?

24. How do I cancel an order?

Please email shop.online@tate.org.uk or call +44 (0)20 7887 8869 immediately. If the order has already left our warehouse you will need to follow our returns and refunds instructions.

25. What do I do if my order arrives damaged or faulty?

In the unlikely event that your order arrives damaged or faulty, please email Customer Services at shop.online@tate.org.uk or call +44 (0)20 7887 8869.

26. What is the returns and refunds procedure?

If you have changed your mind and wish to return an item, we are happy to offer a refund for the cost of the goods; please contact Customer Services as above.

Only pre-authorised returns clearly marked with a RMA (Return Merchant Authorisation) number, provided by Customer Services, will be accepted.

Please note we can only offer full refunds on items received back in pristine condition.

27. How long will it take to receive a refund for returned products?

We aim to process all returns within 1-2 weeks. Once your return has been processed, and if it meets our refund criteria, we will issue the refund using the payment method used to purchase the goods. Depending on your bank, the refund could take up to 10 days to show in your account.

28. What is store credit and how do I redeem it?

If our Customer Services team has applied store credit to your account, the amount credited will automatically be deducted at the checkout on your next purchase. If the store credit added doesn't cover the cost of the item, you will have to pay the difference by entering your card details. If however the store credit is more than the item you are purchasing, the remainder amount will stay on your account and will be deducted next time you order at Tate Online Shop.

29. What are cookies? Why must I enable them in my browser?

Cookies are small pieces of data that are stored on your computer when you visit websites. Generally cookies contain information that improves your experience of the website, such as preferences. We use cookies to make our checkout process as simple as possible. Unless cookies are enabled on your computer you will have difficulties ordering at Tate Online Shop.

30. What is the optimum screen resolution for the Tate Online Shop website?

The site looks best when viewed using a minimum screen resolution of 1024 x 768, with 32 bit colour depth. You can change these settings in your Display Control Panel in Windows or in the Monitor Control Panel on Mac.

31. How do I purchase a gift certificate?

Gift certificates can be purchased from the shop site by clicking on the Gift Certificate promotional graphic or by clicking on ‘Buy gift certificates’ under the ‘Shopping at Tate’ section at the bottom of each page.

32. How do I redeem a gift certificate?

Gift certificates can be redeemed once you’ve registered your account at Tate Online Shop, ensuring your email address matches the one your gift certificate was sent to. Enjoy browsing our online shop, select the items you wish to purchase and add them to your basket. You can go through the checkout process until you get to the final order summary page. Within the payment details of the checkout, enter your gift certificate claim code exactly from the email you have been sent. Click 'Apply', this will activate the gift certificate and the amount will be deducted from your final balance. If you forget to click on the apply button, your gift certificate will not be activated. If the value of your order is higher than the value of the gift certificate, you will need to pay the difference using a credit or debit card.

If you do not use the total value of the gift certificate in this order the remaining balance will be credited to your account and used on your next order. If the gift certificate does not cover the total balance of your order, you will be prompted to add additional payment details.

Please note that Tate Online Shop gift certificates can only be redeemed through Tate Online Shop. Certificates and store credit are not accepted in Tate’s gallery shops.

33. Are online prices the same as in Tate’s gallery shops?

Yes, with the exception of some promotional offers and exclusive online discounts, prices of products on the website should match the gallery shop prices.

34. Are all products I’ve seen in Tate’s gallery shops available online?

There are currently over 1,500 products available to order online, which represent a large proportion of our in-store range. We also stock a range of exclusive limited prints and products not available in the gallery shops.

35. Will my order include a sales receipt?

Yes, a sales receipt is enclosed with all orders prior to despatch.

36. Can I use the website to reserve items for collection at my nearest Tate shop?

Sorry, this facility isn’t currently available through Tate Online Shop. If you sign up to our newsletter, we’ll keep you informed of any changes.

37. Where can I get more information about a product or book?

Please contact us by email at shop.online@tate.org.uk or call us on +44 (0)207 887 8869 (Monday to Friday 09.00 to 17.30) to request further information or help about any of our products.

38. How do I redeem an online promotion code?

When you get to the checkout page, scroll down to the section called ‘Discount code’. Click on the promotion code option, enter the promotional code into the field provided, and click ‘apply’. Once you have done this, click ‘continue’ and you'll be brought back to the checkout page. You will notice that the discount has now been applied to the order total.

39. My computer is very old. Will I still be able to use Tate Online Shop?

Yes. The site is best browsed with Internet Explorer 6 and above, Firefox 3 and above, and Opera 9.5 and above on Windows, but is also compatible with Safari 3.1, Firefox 3 and Opera 9.5 and above on Mac. To ensure you do not have any issues you must enable JavaScript and Cookies on your web browser. Please refer to your browser help for guidance on how to check and change these settings. If you are still having issues feel free to email shop.online@tate.org.uk or call +44 (0)20 7887 8869 and we will do our best to help.

40. How do I write a review?

Writing a review is a great way to share your knowledge. Customers love to hear about real-life experiences and opinions as these can really assist in the decision-making process. After all, having bought and used the product, you are the expert. Your feedback will help to give a more all-round, unbiased view of the product and how it functions, a view that cannot be gained by simply viewing the product online or in-store. To write a review for a product simply navigate to the product and click on the reviews link, which is situated next to the description and details link on the product page.

41. Contact us

If you have any questions regarding Tate Online Shop, its goods and services, an order that you have placed, or even if you need help finding something, please contact us by email at shop.online@tate.org.uk or call us on +44 (0)207 887 8869 (Monday to Friday 09.00 to 17.30). You can also contact us through Facebook or send us a tweet.

Customer Service: +44 (0)20 7887 8869
We accept Maestro, Visa, Mastercard, Delta and Solo
Every purchase supports Tate
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