Refunds and returns

Information for customers looking for a refund or to return an item to the RoaldDahl.com shop

If for any reason you are not happy with your purchases,
then please contact us using the following details:

EMAIL: roalddahlshop@roalddahlmuseum.org
PHONE: +44 (0) 1494 892192 (phone lines are open from Monday - Friday, 10am - 4.30pm GMT). Please leave a message, as some of our staff are still working from home/part-furloughed, and your message will be picked up ASAP.

Any items that need to be returned must be authorised in advance with us via email or phone. Items must be returned in pristine condition, unless the items arrived damaged. We can arrange for a replacement, exchange or refund. Please remember to include your order details so we can find your order and payment speedily.

If a refund is required, we will issue the refund using the same payment details used to purchase the items. We aim to process all returns within one week of receiving the items back into our store.

Due to circumstances beyond our control, at times our packages become delayed or lost in the postal system. We are pleased to resend your order, or offer a refund on your purchase after the timescale stated on our Delivery information page. Please contact us using the above details.

Alternative Dispute Resolution

If we are unable to resolve any complaint you have concerning any goods, services or digital content, you may wish to use an alternative dispute resolution service. The ADR Group is approved by the government to provide alternative dispute resolution services. To find out more about them please visit www.adrgroup.co.uk.

Online Dispute Resolution

In addition, please note that for disputes that arise as a result of an online purchase only, you may submit your complaint to the EU Online Dispute Resolution (ODR) platform via their website at http://ec.europa.eu/odr.