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Terms and conditions

These terms and conditions apply to the use of the Visit London Shop at The Visit London Shop is run by Internova UK Ltd "We" and "Us" means Visit London and Internova UK Ltd working in partnership.

Please read through these terms and conditions and if you do not agree with them do not use this website. If you do access the website and/or place an order, by doing so you agree to be bound by these terms and conditions as set out below.


Contacting us

For all customer service enquiries or returns please contact Visit London Shop Customer Services as follows:

Telephone: 0115 838 6175

Postal address for enquiries:

Visit London Shop Customer Services
c/o Internova UK Ltd
1, Kayes Walk

Postal address for returns:

Visit London Shop Returns
c/o Internova UK Ltd
1, Kayes Walk

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How to order

All orders for products from the Visit London Shop must be placed using the shopping basket facility provided on the website. When you submit your order, you are offering to purchase products from us at the prices indicated on this website.

To make your order you will be directed to a secure website operated by our provider of on-line payment facilities where you can enter your payment information. Please do not e-mail your card details to us as we can only take payment via the website.

Once you have entered your payment information and your payment has been confirmed, you will then be directed to a final confirmation screen displaying the details relating to your order.

We will acknowledge receipt and acceptance of your order by email. The contract between us is not formed until we confirm that we have accepted your order.

If you discover you have made a mistake with your order please contact us immediately.

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Method of payment

The prices indicated on our website include VAT in the UK which may be payable in respect of the products unless otherwise stated. Payment is due in pounds sterling.

You can pay for products from the Visit London Shop using VISA, Master Card, AMEX, Maestro credit and debit cards. We are unable to accept payment by Electron cards, cheques, cash, or postal orders.

We can only process your order if you enter the card holder's name as it is shown on the card being used for payment and the postcode that appears on the card statement. It is your responsibility to ensure that the payment details you enter on the website are correct and complete. Neither Visit London nor Internova is responsible for supplying products if the details you submit when making your order are incorrect or incomplete.

No payment will be deemed to have been made until we have cleared funds and we will not accept your order or dispatch the products until we receive payment in full.

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We aim to despatch your order within 7 working days of receiving it, but we cannot give an exact delivery date. We will arrange for delivery of the products either by Royal Mail first class post or by courier depending on the products purchased. Please refer to the delivery details on the website for further information and our delivery charges.

Please allow up to 28 days for delivery. If you've not received the products you ordered within 28 days please let us know as soon as possible. You may cancel the order and we will refund any money paid by you if we have not delivered your products within 28 days.

The products will be delivered to the address of the holder of the credit or debit card used to make the purchase, or a different address if specified by you when making your order. If you order more than one product in a single order then they may be despatched separately and arrive with you at different times.

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Pricing and availability of products

The prices on this website are checked regularly to ensure they are accurate and up-to-date. However, if we find they have changed when we receive your order we will contact you and ask if you wish to proceed.

We do our best to ensure that all products shown on our website are available to order. If however any product you order is out of stock or unavailable we will endeavour to contact you to arrange a refund or alternative delivery date. In addition, if the products that you have ordered are no longer available, we may offer you substituted goods of a similar nature and quality. Again, in this case, we will contact you and ask if you wish to proceed.

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Returns policy and your right to cancel

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.

Unwanted items (standard items)

You may cancel your order, or return items you no longer want within:

  • 14 days of placing your order (if your items have not yet been posted); or
  • 14 days of receiving your order (if items are posted separately this starts on the day you receive the final item)

You must notify us of your intent to cancel or return your order by contacting us on 0115 838 6175 or emailing us


You may open and inspect items, but you may not use them. If a product is returned used, or with unreasonable wear and tear, we reserve the right to charge a 20% fee.

You will be responsible for all costs of insuring and returning the items to us on time, and undamaged.

You must return items within 14 days of notifying us of your intent to cancel.

We will refund the cost of your order, within 14 days of receiving your return or notice to cancel (where the order has not yet been posted). The refund will include the cost of your items plus any delivery fee charged at the point of purchase.

Unwanted items - Personalised or made to order items

Where items are personalised, or made to order, you do not have the right to cancel or return an order as unwanted.

We recommend that you double check your order to ensure it meets your requirements before making payment.

Faulty or damaged goods

You must notify of us of any faulty or damaged goods within 30 days of receiving your order. Please email us and provide the following information:

  • Your details
  • Your Order number
  • A photo of the damage to the item and packaging

We will arrange for a Returns Authorisation Form, a pre-paid returns label, to be sent to you. A replacement item or refund will be issued on return of the faulty item.

Please enclose the completed returns form with your items. We are not able to process returns without this information.


Refunds will be issued within 14 days of our receipt of returned items, proof of posting, or notice to cancel (if the item has not yet been posted).

We will only refund to the payment card used in the original purchase.

We will refund the cost of the item plus any postage paid in your original order.

Nothing in this section affects your statutory rights.



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Data protection and privacy

We take your right to privacy very seriously. We will treat any personal information that you provide to us via this website or in connection with an order in accordance with the Data Protection Act 1998 and other applicable UK privacy legislation.

By submitting your details when making an order you allow us to use the personal information you provide for the purposes set out in these terms and conditions and in accordance with our Privacy Policy on this website. We will only use your personal information in accordance with these terms and conditions and our Privacy Policy unless we have your consent to use it in any other ways.

We will never disclose or sell your personal information to any other organisation without your express permission except to (1) our partner, Internova, for the purposes of carrying out maintenance of this website and assisting us with sending you marketing information where you have asked us to do so, (2) our provider of online payment facilities in connection with your processing your order, and (3) to couriers and other subcontractors for the purpose of supplying products.

The types of personal information we collect from you are as follows:

  • Contact information for order fulfilment and customer services purposes (such as name, email address, delivery address and telephone number). This information may be used to contact you in case of difficulty in processing an order or to deal with customer services issues.
  • Financial information relating to your payment for products (such as credit card number and expiry date). We do not obtain any payment information from you. This is collected and held securely by our provider of online payment facilities on our behalf. Please ensure you read the privacy policy on their website in relation to the information you submit in relation to payments. This information is used for billing purposes and to fulfil your orders. No financial information is stored on our servers or those of our partner Internova.

We use the information you give us to fulfil your order and to contact you in case of issues with your order. We also use your personal details and contact information for the following reasons:

  • Internal record keeping;
  • To improve the website and service provided by the Visit London online shop;
  • To respond to enquiries submitted by you;
  • To follow up as part of our customer care procedures; and
  • To contact you by email with promotional and marketing information if you have opted to receive such information.

We may contact you by e-mail, phone, fax or mail for these reasons, unless you have registered with the appropriate preference service.

More information about Preference Services can be found at

We will notify you of any changes to the ways we will treat your personal information by placing a notice on this website and by e-mail. We will always give you the option whether or not you wish us to use your information for any new purposes before going ahead.

We have in place security systems and encryption technology to help ensure the security of your personal information. The servers on which we collect and store personal information are kept in a secure environment. Internova does not use cookies, web beacons or similar devices to obtain information about your use of this website.

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Our liability to you

These terms and conditions do not exclude Internova's liability (if any) to you for:

  • Personal injury or death resulting from our negligence;
  • Fraud;
  • Any matter which it would be illegal for us to exclude or to attempt to exclude our liability.

We will make every effort to perform our obligations under these terms and conditions but we cannot be held responsible to you for any failure or delay, or for the consequences of any failure or delay, in the performance of our obligations due to any event beyond our reasonable control.

We are only liable to you for losses which you suffer as a result of a breach of these terms and conditions by us. We are not responsible to you for any losses which you may incur which were not a foreseeable consequence of us breaching these terms and conditions - for example, if you and we could not have contemplated those losses before or when we enter into a contract.

Our liability to you shall not in any circumstances include any business losses that you may incur, including but not limited to lost profits or business interruption.

The information we make available on this website is given for general information and interest purposes only. Whilst we try to ensure that the information we make available on the website is accurate and up to date, we cannot be responsible for any inaccuracies in this information.

While we try to ensure that this website is functioning correctly this may not always be achievable. We do not guarantee that this website will be available all the time or at any specific time. We do not guarantee that this website will be compatible with all or any hardware and software which you may use.

We take steps to ensure that this website is free from computer viruses or any other malicious or impairing computer program, however we cannot guarantee this due to the nature of the Internet. You are advised to use appropriate firewall and anti-virus software.

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Linking to this website

This website may contain links to other websites over which neither Visit London nor Internova has control. Such links are supplied solely for the convenience of users. Neither Internova nor Visit London are responsible for the contents or reliability of the linked websites and do not necessarily endorse the views expressed within them or the organisation or persons providing them in any way. Neither Visit London nor Internova guarantee that these links will work all of the time and has no control over the availability of the linked pages. It is your responsibility to check the terms and conditions and privacy policy on any other website which you visit.

If you make a contract with another person who is named or referred to on this website, this is entirely at your sole risk and it is your responsibility to ensure that you are comfortable with the terms of that contract and to take legal advice if necessary.

You must not create links to this website without our prior written permission.

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Copyright & intellectual property

We have made this website available to you for your personal non-commercial use. We do not give you permission to do anything with this website except to browse its contents, order products and use any other facilities we expressly offer to you.

This website and all the materials contained in it are protected by intellectual property rights, including copyright, and either belong to us or are licensed to us to use. Materials include, but are not limited to, the design, layout, look, appearance, graphics and documents on this website, as well as other content such as articles and other text.

You must not copy, redistribute, republish or otherwise make the materials on this website available to anyone else without our written consent, except for your own personal non-commercial use.

You may print or download materials we make available on this website for your own personal non-commercial use provided that:

  • No materials are modified in any way;
  • No graphics are used separately from accompanying text;
  • Our copyright and trade mark notices appear in all copies and you acknowledge this website as the source of the material;
  • You obtain any necessary permissions before printing or downloading any materials made available on this website by a third party (for example, advertisers).

Please note, any unauthorised use of either Visit London’s or Internova's copyright and trademarks is an infringement of Visit London’s and Internova's intellectual property rights and may lead to legal action and other remedies, for example under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

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Overseas orders

When ordering goods from this website for delivery overseas you may be subject to import requirements, duties and taxes. Any import charges must be borne by you - we have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, so you should contact your local customs office for further information of any relevant charges. You are responsible for complying with all laws and regulations of the country in which you are importing the goods. Please be aware that cross-border deliveries may be subject to opening and inspection by customs authorities and delivery times can be affected due to packages being inspected by customs.

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Other information of which you need to be aware

We may modify this website at any time, for instance to comply with changes in the law or to add new features. We will try as far as possible to ensure that any modifications do not reduce the quality of the Visit London online shop.

We reserve the right to withdraw, suspend or discontinue any functionality or feature on this website at any time.

We advise you to keep a copy of these terms and conditions and your order details for your future reference. We give you the option to print a pdf version of these terms and conditions when placing your order.

Any notices we send to you will be sent to the most recent e-mail address or postal address provided to us by you.

  • Neither of us intend that these terms and conditions will be enforceable by any other person by virtue of the Contracts (Rights of Third Parties) Act 1999.

These terms and conditions and all communications between us will be conducted in the English language. The laws of England and Wales apply to these terms and conditions.

If any disputes arise between you and us in relation to this website or your order(s) and you want to take court proceedings, you must do so in the courts of England and Wales.

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