National Theatre

Who am I purchasing from?
NT Bookshop. Part of Royal National Theatre Enterprises Ltd. Registered in England, company number 1247285. The trading subsidiary of the Royal National Theatre.

Can I order titles that aren't mentioned on the NT Bookshop web pages?
Of course. Our website has only a small selection of the c6,000 titles that we have in stock, and there are many more, within our speciality, that we can obtain. If we can't get a title for you, we may refer you to a secondhand outlet, the publisher or the author's agent.

Will your videos work in my country?
Please note that we now only stock a very few PAL videos. If you'd like to transfer from PAL to another broadcast standard, eg SECAM or NTSC, please contact a video facilities outlet.

Will your DVDs work in my country?
There are six world regions for DVD and those that we sell are Region Two (2) Format. Discs manufactured in one region usually only work on systems that were manufactured in the same region. However, the regional coding system is not applicable to every disc, and discs without regional codes will play on any system in any country. If you are in doubt, you should check your system manual or with the manufacturer.

What will I be charged for goods?
The prices charged will, usually, be those shown on the website. We will do our best to keep these as up-to-date as possible, based on the information available to us. Unavoidably, and without prior warning from our suppliers, goods can arrive at different prices to those advertised. We reserve the right to charge the new higher price, but will let you know if this exceeds that which we know you are expecting. Sometimes, the price can be lower. We trust you will not mind if that is the case, and we won't inform you until you receive your receipt.

What will I be charged for delivery in the UK?
All charges can vary according to both the size and weight of the items and package(s). We use first class post as standard, plus parcel post and other types of service. Your postal charges (which include our packing levy of 35p)will be detailed clearly on your invoice/receipt. As a rough guide you can expect:-
For orders up to £7.99 (or for a single CD/cassette/DVD): £1
For orders £8–10.99: £1.65
For orders up to £20: £3
Thereafter approximately 75p will be added for each £10 in order value.

What will I be charged for delivery overseas?
We ship to non-UK destinations by airmail printed paper/small packet rate (cheaper than ordinary letter airmail) and international datapost. The price charged will be that according to the strict weight of the parcel (once packed) and the type of international service used, plus a 35p packing charge levied in addition to postage. We do not use surface mail, except at a customer's own request when we will accept no responsibility for non-delivery or damage using this method. Please contact us for further details.

How can I pay?
Use the secure online order form or print out the form and send it by fax or post. We accept most credit and debit cards and this is the quickest way of getting goods to you. However, if you prefer to pay by cheque, it must be in £ sterling drawn on a London bank. If you would like your school or college to pay, contact us for a pro-forma invoice which can be settled by card, cheque or BACS (banks automated clearing system).

When will I be charged?
Our normal policy is not to do so until we provide you with the goods over-the-counter, or immediately prior to despatch by mail order. Filling in your details on any of our order forms does not actually make the charge on the spot. If you provide a cheque in advance, this will be held and banked until immediately prior to despatch. When we process a payment, you will be provided with your own copy of the till receipt and any debit/credit card charge.

Who is responsible for customs charges?
When ordering goods for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you, not the National Theatre; 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.

How will I know if you've received my order?
If you order online you will receive confirmation of receipt upon exiting the secure online form. If sending a fax, please note the Comments acknowledgement from your machine. Orders sent by post will not be acknowledged, but if you don't hear from us within seven working days, please contact us. In all cases, please include your phone number and e-mail so we can contact you if needs be.

What happens if a title is out of stock?
If we do not have a title in stock, we will advise you within two week days of the receipt of your order, with an indication of when we expect to be able to fulfill it. If you want us to supply 'only if immediately available', let us know in the 'special comments' box of the secure online order form or or printed version. Please indicate if you would prefer us to despatch your complete order together, where some are titles are immediately available and some not. Otherwise we will send you what we have, as soon as we have it.

When will my order be despatched?
We will normally despatch within two working days of receipt of your order. We do not send out orders after 4.30pm Monday to Friday, or on Saturdays, Sundays or public holidays.

How do I cancel my order?
You have the right by law to cancel your order, providing you advise us in writing within seven days of receipt of your goods.

How do I return unwanted goods?
If what we have supplied turns out not to be what you wanted, you have the National Theatre's mail order fail-safe guarantee. Providing you observe the following conditions (a and b), you will be given a full refund, credit note or exchange (excluding outward and return carriage costs). (a) Before returning goods to us, please advise us in advance by e-mail or phone, giving full details of the item and the bottom line of your receipt.(b) Goods must be returned in the exact condition you received them – wholly resellable, with all packaging. If an item you are returning goes missing and does not reach us, we will not refund, credit or replace it. You must therefore use a trackable form of postal service.

How do I return damaged goods or something I didn't order?
If you are returning goods because of damage, imperfection (not apparent at the time of purchase) or our error, we will respond with a Freepost address for you to use in the UK, or refund your postage costs from abroad. If an item you are returning goes missing and does not reach us, we will not refund, credit or replace it. You must therefore use a trackable form of postal service.

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