Terms & Conditions of Online Purchases (the “Terms”)
These Terms apply to all purchases and orders (“Orders”) of any item for sale (“Product”) made by any customer (“You” or “Your”) using “highclerecastleshop.co.uk” (the “Website”), which is operated by Highclere Enterprises LLP, trading under the name of Highclere Castle, (“We”, “Us” or “Our”).
Please read these Terms carefully before placing Your Order and print a copy for your future reference.
By placing an Order on this Website, You accept and agree to be bound by these Terms, the terms and conditions of use, the privacy policy and any such other policies as We notify You of from time to time, which together constitute the entire agreement between You and Us. Nothing in these terms affects Your statutory rights, whether as a consumer or otherwise.
Admission Tickets
Admission Tickets
• Once purchased, Admission Tickets cannot be exchanged, refunded or returned. Please take care when booking as Admission Tickets will only be valid for the date and admission time specified with no exceptions made.
• Admission Tickets purchased through our Website are non-transferable and cannot be resold. Resale on auction or other websites is prohibited and invalidates the ticket.
• Tickets cannot be used for promotional purposes without prior agreement.
• All Admission Tickets are printable after purchase and will also be sent via email. Tickets can be shown on a mobile device.
• You MUST bring Your Admission Ticket with You on the day of Your visit.
• We reserve the right to transfer Your Admission Tickets due to unforeseen events.
• If events are cancelled and cannot be rescheduled, a refund may be available at Our discretion.
• Some areas may be closed or under construction during your visit.
• Programmes may change at Our discretion.
• We reserve the right to refuse or remove any person from the Estate.
• Guests should have travel insurance.
• We are not responsible for personal property or vehicles.
• We are not liable for travel disruptions or resulting loss.
• Group bookings (20+) require advance coordination via the Castle Office and cannot be booked online.
• Photography and video are permitted outdoors for personal use only. No filming inside the Castle or Exhibition. No drones permitted.
• Large rucksacks, prams, and powered wheelchairs are not allowed inside. Standard wheelchairs can be pre-booked. Guide dogs only.
• Carers of registered disabled guests get free entry on public opening days. Special event tickets are priced separately.
• Terms may vary for special events. Contact the Castle Office for clarification.
Resale of Admission Tickets
Tickets are revocable licences and may be cancelled at any time.
Reselling tickets may result in cancellation without refund.
If you cannot produce the original purchase card when asked, you may be refused entry without refund.
You may not create packages (e.g. travel + ticket) for resale without written permission.
Tickets cannot be used in advertising or promotional campaigns without approval.
Our liability is limited to the ticket price. Travel and other expenses are at your own risk.
These Terms do not affect liability for death or injury caused by Our negligence.
Children
We only sell Products to adults (18+). Under 18s may use the Website only with a parent or guardian.
The Contract
Placing an Order is an offer. We confirm acceptance only by sending a Despatch Confirmation Email. That forms the contract.
If only part of your order is despatched, only those Products are included in the contract.
Prices
Prices are in GBP and include VAT. Delivery is extra.
If we find pricing errors, we will contact you. You may confirm the correct price or cancel.
Prices shown apply to website orders only.
Payment
We accept Visa Debit, Visa Credit and MasterCard. Payment is authorised at checkout but charged upon despatch.
Do not email payment details. We are not liable for email security breaches.
Product Display
We try to display colours and specs accurately, but screens may vary. Details may be updated without notice.
Availability & Substitution
Products are sold subject to availability. If unavailable, we may offer alternatives or issue refunds.
Delivery
UK delivery is by first class post. Orders are usually sent within 7 working days.
You’ll be notified when despatched. If delayed, we will let you know.
Ownership passes to you only upon full payment.
Overseas Orders
Our Website is for UK customers only. Overseas customers are responsible for legal compliance and customs.
Food and drink items can only be delivered to UK addresses.
Customs Duties
You are responsible for any customs duties or taxes on deliveries outside the UK. Cross-border items may be inspected.
Cancellations
Contact giftshop@highclerecastle.co.uk or call 01635 253210 to cancel. If already despatched, follow our returns policy.
Once despatched, service charges are non-refundable.
EU residents have a 7-working day cooling-off period for eligible products.
Tickets and Afternoon Tea are non-refundable once booked.
Privacy & Communications
We collect necessary personal data to fulfil orders. See our privacy policy. Communications may be electronic.
Your Profile
You are responsible for your account details and must keep them secure.
Update any changes promptly. We reserve the right to terminate or edit your account.
Losses
We are only liable for losses caused by breach of contract and which were foreseeable.
We are not liable for indirect or consequential loss.
Legal
These terms are governed by the laws of England and Wales.
No third party has rights under these terms.
Our Details:
Highclere Enterprises LLP
Estate Office
Highclere Castle
Newbury RG20 9RN
UK