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Refunds & Cancellations Policy

Last Updated: 23/08/23

For the avoidance of doubt, this Policy refers directly to the following transactions:

  • Online pre-booked admission (Museum general entry and Museum run events)
  • Private hire fees (not including deposits paid)
  • Online or in-person merchandise purchases from the Museum Shop

For all inquiries regarding refunds, please contact the museum office at the earliest opportunity.

In the event of museum closure, contact will be made with those who have booked and reasonable steps will be taken to review or rearrange as a first priority.

In the event of an ‘act of god’, such as but not limited to a local or national emergency that requires the immediate closure of the fan museum, refunds will be processed at the earliest opportunity.

Refunds of any nature are subject to the discretion of the senior management team at any given time, and at the digression of a nominated agent of The Fan Museum and its subsidiaries.

Online pre-booked admission (Museum general entry & Museum run events)

In the unforeseen circumstance that you are unable to redeem your online pre-booked admission for general entry on the intended visit date, your visit can be rescheduled. The date may be changed with up to 48 hours’ notice.

In the unforeseen circumstance that you are unable to redeem your online pre-booked admission for a Museum-run event (such as Museum by Candlelight), the date can be moved but 5 business weekdays’ notice is required.

Private hire fees (not including deposits paid)

In the unforeseen circumstance that you are unable to attend your private hire, then we require a minimum of 5 business weekdays’ notice. Please be aware that deposits are non-refundable. In the event of a voluntary cancellation of a booking by a customer, notice of 10 business weekdays or more prior to the event is required for a refund.

Refunds are available in situations where The Fan Museum is liable for the cancellation.

Online or in-person merchandise purchases from the Museum Shop

Should a customer be in receipt of a purchase made in-person in the shop of the Museum or online and require a refund or exchange in accordance with Consumer Rights as governed by the laws of England, the following procedure will be followed:

  • A customer may first, providing proof of purchase (a receipt) and the item of purchase, request a like-for-like exchange subject to availability.
  • Failing a like-for-like exchange, a customer may request a credit note for the Museum shop equalling the value of the item purchased.
  • Ultimately, subject to adequate reasoning, a full refund will be processed, made in the same form as the payment method.

If the customer cannot come into the Museum shop itself, then the customer should contact the Museum office directly. Items must be returned within 1 calendar month of their original purchase date, with the exception of non-UK orders (subject to customs delays or additional shipping time).

Pierced earrings cannot be returned. Customers returning online purchases will be subject to the payment of the items return fee.
Purchases may only be subject to a refund if the customer is able to provide adequate proof of purchase and significant evidence of one of the following:

  • damage to any item that may not be construed as purposely caused by the customer
  • items missing parts necessary for their primary use (for example, books missing pages or areas of text)
  • reasonable belief of false advertisement and mis-sale of any item

Evidence must be brought back into the shop. In the case of an online purchase, evidence must be sent via email.

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Museum Admission Pricing

Adults: £5.00
Children (age 7-16): £3.00
Family ticket (up to 2 Adults and up to 3 Children, also 1 Adult and 4 Children): £10.00
Concessions: £3.00
  • Students (with vaild student card)
  • Senior citizens
  • English Heritage
  • Friends of The Horniman
  • Friends of The Victoria and Albert Museum
  • Staff/Volunteers of the National Maritime Museum
Free Entry for…

Children under 7, Disabled visitors and carers, Art Fund Members and London Pass Members

Wednesday Special:

Free entry for senior citizens.

Please note that the discounts listed above cannot be applied when visitors are part of a large group visit or guided tour group.  Please click here for further details.

Group Bookings

The Museum is now open Tuesday – Saturday, 11h00 – 17h00, last entry at 16h30

From Wednesday 12th June onwards, until otherwise stated, the Museum will be open for general entry from 11:00am-1:00pm, closed to the public between 1:00pm and 2:00pm, and open again from 2:00pm until last entry at 4:30pm. Doors will close as usual at 5:00pm.

For any enquiries please contact us on 0208 305 1441 or by email .