Frequently Asked Questions (FAQs)

Pre-Order. This means that a product maybe temporarily out of stock (it will be despatched as soon as it is back in stock), will be delivered direct from the manufacturer or is being made specifically for you (made-to-order). You will be charged for the item when placing the order.

How does the basket work? The basket is very much like a real shopping basket: find the products you'd like to buy and place them in your basket before going to the checkout.

Is it safe to shop online at Yes. We follow strict security procedures in the storage and disclosure of information which you have given us. This is to prevent unauthorised access or unlawful processing of your personal information. We keep your information confidential and store it on a secure server which is password protected and hidden behind a firewall from the outside world. We use secure socket layer software (SSL) to encrypt all of your personal information including your credit card number and your name and address.

My Account? By registering on the site you can enjoy extra benefits such as viewing previous baskets plus be kept up to date with new products and promotions. What happens if I forget my password? Type in your email address and we'll send you a new password within minutes.

How can I pay for my order? Amex, Diners, JCB, (GBP to GBP only), Mastercard, Solo (GBP to GBP only), Switch (GBP to GBP only), Maestro, Visa, Visa Delta, Visa Purchasing.

Will the DVDs work in my player? All DVDs featured on this site are PAL format (Europe). North America uses NTSC format and not all DVD players are dual standard. Please check your DVD player’s instruction booklet.

How do I track my order? You can track your orders by going to my account.

Can I cancel or change an order? You can cancel or change an order - give our friendly Customer Services team a call on 01902 376214 or e-mail

How do I add to my order once I have submitted it? Just place a new order as normal.

How do I return an item I have purchased? Take it back to one of our shops or call our friendly Customer Services team on 01902 376 214 and they'll explain it all to you over the phone.

Can I return an item bought from the website to a Royal Air Force Museum shop? Yes. Please bring a copy of your invoice with the goods.

Do I have to pay for delivery? Yes. The cost will depend on delivery address and order value. However, you can collect from the shop at our Cosford Museum (Shop, RAF Museum, Cosford, Shifnal, Shropshire, TF11 8UP).

How long do I have to wait for my order to arrive? Please allow up to 28 days for delivery, however we do try and deliver within 2 weeks. Certain made-to-order items can take longer than 28 days and this information will be provided in the product details.

What if I am out when the courier tries to deliver? Unless otherwise stated, a note will be left explaining that an attempt was made to deliver your parcel and what will happen next.

Can I send my parcel to a different address? Yes - just put the address details in as you checkout.

Can I have my items delivered to more than one address in the same order? No, you can only get them sent to one address. However, you can always do multiple orders with different addresses for each (but you'll have to pay for delivery on each).

If part of my order is not in stock and I "pre-order", do I have to pay an extra delivery charge when it is sent to me? No - if something's not in stock, we won't charge you any extra to deliver it at a later date.

Can I order from overseas? Yes.

Can I have an order delivered overseas? Yes.

Where is my nearest shop? Each of our Museum sites has a shop: Shop, Royal Air Force Museum, Cosford, Shifnal, Shropshire, TF11 8UP and Shop, Royal Air Force Museum, Grahame Park Way, London, NW9 5LL.

Do your shops stock all the items that are available online? We always try to stock as much of the range as possible, plus many additional lines that are not featured on the site. However, we strongly recommend if you are making the trip for something in particular, give us a call first to check we have it in stock.

Do you sell gift vouchers? We do. You can buy them online, in store and by mail order. However, although valid in the shops & mail order (by post) they cannot be used online.

What are cookies? Computer cookies are small text files that a website transfers to your computer for added functionality.

What's the Royal Air Force Museum Shop’s policy on privacy and security? Personal information is private so we treat it with the highest standards of safety, security and confidentiality. This means that you can rest assured that your credit card and personal information are safe with us. We never sell or give any information we have about you to any other company.

What is the Credit Card Security Code/Card Verification Value (CVV)? It's a unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file.

How do I contact the Royal Air Force Museum Shop? You can call, fax, email and write to us, and even come in and see us! Take a look at the contact page for the details.