Terms & Conditions

Terms and conditions

Online terms & conditions of purchase ("the terms")

These terms apply to all orders which you, the customer ("you" or "your"), place using this website, "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 them carefully before placing your order and print a copy for 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 such other policies as we notify to you of from time to time, which together constitute the entire agreement between us. Nothing in these terms affects your statutory rights, whether as a consumer or otherwise.

Orders for delivery outside the UK

Unless otherwise specified, the materials on this website are directed solely at customers who access this website from the UK (i.e. the island of Great Britain and Northern Ireland, excluding the Channel Islands andIsle of Man). We do not represent that any item referred to on this website is appropriate for use or available in locations outside the UK. If you choose to access this website from locations outside the UK you are responsible for compliance with all applicable local laws and regulations.

All  food items are restricted to delivery addresses within the European Union.

Customs duties

If you order items for delivery outside the UK they may be subject to import duties and taxes. These are levied once the items reach the specified destination. You will be responsible for any such import duties and taxes. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please note that for items you order through our website you are considered the importer of record and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities.


We only sell items to adults (i.e. those aged 18 or over). If you are under 18, you may use this website only with the involvement of a parent or guardian.

Colours, specifications and dimensions of products

We have made every effort to display the colours, specifications and dimensions of items on the website as accurately as possible. The colours you see will depend on the resolution of your monitor; we cannot guarantee that your monitor's display of any colour will reflect accurately the colour of the item delivered. We may from time to time vary the dimensions, specifications and quantities of items displayed on our website without prior notice.

Licence for website access

We grant you a limited licence to access and make personal use of this website in accordance with the terms and conditions of use.

Availability of  items and substitution

Many of our items go through a long manufacturing process and consequently nature can intervene to disrupt supplies. We do everything possible to make sure you are not disappointed, but have to make clear that everything on our website is offered for sale subject to availability. If for any reason the items you ordered are no longer available, we will contact you using the contact details you supplied when placing your order and either offer you an alternative item of equivalent quality and price if this is possible or cancel the item from your order and give you a full refund in respect of that item. If we are unable to contact you or do not receive a response from you, we will process any remaining items on your order and refund you for the items we were unable to supply.

Admission tickets

  1. Once purchased, tickets cannot be exchanged, refunded, or returned. Please take care when booking as the ticket will only be valid for the date and admission time specified with no exceptions made.
  2. We would expect our valued guests to have taken out normal and appropriate travel insurance to cover any losses should they be unable to travel.
  3. All ticket purchases will result in a printable eTicket which can be printed directly from the checkout page immediately after a successful purchase, reprinted from the website up to the Date of Visit and will also be emailed to the purchaser's stated email address immediately after a successful purchase. You can also present your tickets on a phone or tablet.
  4. Parties of 20 or more persons constitute a group.  Special rates are available for groups booking in advance (for public opening dates) by telephoning 01635 253210 or e-mailing theoffice@highclerecastle.co.uk. We will not accept online bookings from organisations who wish to sell to their customers. All bookings of this nature must be dealt with by the Castle Office.
  5. Tickets are not to be purchased and used by any organisation for marketing, promotional or competition purposes without prior agreement by Highclere Castle.
  6. All visitors entering Highclere Castle, the Exhibitions and Gardens must have a valid entrance ticket.
  7. Highclere Castle reserves the right, at its absolute discretion, to refuse entry or admission or to remove from Highclere Castle any person.
  8. The booking reference and its associated barcode is confirmation of your booking for the date concerned. You MUST bring your e-ticket with you on the day of the visit.
  9. Highclere Castle reserves the right to transfer tickets to another date and time in case of incidents beyond its control.
  10. Force Majeure. If Highclere Castle is forced to cancel an event/public open day (extreme weather/act of God, flood wind or fire or sudden regulation imposed by Government) and cannot transfer tickets to another date, then refunds for tickets will be available upon request at the discretion of the Castle office.
  11. Highclere Castle is not liable for any other costs, claims or damages including consequential loss such as the inability to visit due to travel disruptions including use of private vehicles and public transport.
  12. If visitors are unable to attend an event/public open day, tickets will not be refunded or transferred.
  13. Guests are reminded that for technical or operational reasons some facilities may be removed or closed and that additional builds for events may be put in place, Highclere Castle reserves the right to change the programme of attractions and entertainment, if at any time it is deemed necessary or appropriate to do so.
  14. Photography in the Gardens and Park is allowed for non-commercial private use only. Photography is NOT permitted in the Castle or Egyptian Exhibition.
    Please note that NO DRONES are permitted anywhere within the Highclere Estate.
  15. Highclere Castle accepts no responsibility for personal property or vehicles parked in the grounds.
  16. We do not allow large rucksacks, prams or pushchairs into the Castle or Egyptian Exhibition.  Motorised wheelchairs are not permitted in the Castle, but we do have a small stock of standard wheelchairs which can be pre-booked by calling the Castle Office or emailing theoffice@highclerecastle.co.uk.
  17. During our Public Open days, a necessary carer of a registered, paying, disabled visitor is entitled to free admission in order to accompany the disabled visitor during the visit. This applies to Castle public open days only. However, if a carer wishes to attend one of our special events, please contact the Castle Office in advance of booking any tickets.
  18. Resale of a ticket at a price above the purchase price from Highclere Castle either directly or on auction or other web sites is expressly prohibited and is grounds for seizure of that ticket without refund or other compensation. Tickets bought in such a way will not be valid for entry to Highclere Castle.
  19. The above Terms and Conditions may be subject to change and may differ for events outside of our usual Public Open days. Please contact the Castle office in advance of booking any tickets should you have any queries.

Resale of Tickets

  1. Your ticket remains the property of Highclere Enterprises LLP and is a personal revocable license which may be withdrawn and admission refused at any time upon refunding the printed purchase price.
  2. Sale (or attempted resale) of a ticket is grounds for seizure or cancellation of that ticket without refund or other compensation.
  3. Unless with the express written permission of Highclere Enterprises LLP, you may not combine a ticket with any hospitality, travel or accommodation service and or any other merchandise, product or service to create a ticket package (“Ticket Package”) and sell or otherwise transfer (or facilitate the sale or transfer of) for profit or commercial gain, offer such Ticket Package as an incentive or prize in a promotion or competition, or otherwise dispose of such Ticket Package in the course of a business.
  4. A ticket shall not be used for advertising, promotions, contests nor sweepstakes, unless formal written permission is given by Highclere Enterprises LLP, provided that even if such consent is obtained, use of Highclere Enterprise LLP's trademarks and other intellectual property is subject to Highclere Enterprise LLP’s prior consent.
  5. Unless paragraph 6 applies, Highclere Enterprises LLP shall have no further liability beyond the face value of the ticket purchased. Highclere Enterprise LLP is not responsible for any loss of enjoyment or wasted expenditure. Personal arrangements including travel, subsistence and accommodation relating to the visit which have been arranged by you are at your own risk.
  6. Nothing in these Terms and Conditions seeks to exclude any liability of Highclere Enterprises LLP for death or personal injury caused by its negligence, fraud or any other types of liability which cannot by law be excluded  or limited.

Your profile

If you choose to register with us to purchase items using this website, you are responsible for maintaining the confidentiality of your account username and password and for preventing unauthorised access to your profile. You agree to accept responsibility for all activities that occur under your account or password. Please take all necessary steps to ensure that the username and password is kept confidential and secure. Please inform us immediately if you have any reason to believe that your username and/or password has become known to anyone else, or are being, or are likely to be, used in an unauthorised manner.

Please ensure the details you provide us with on registration are correct and complete and inform us immediately of any changes to those details (e.g. change of email or postal address). You can access and update your registration details using the login area of the website. We reserve the right to refuse access to the website, terminate accounts, remove or edit content or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

Privacy and communications

When you place your order, we collect certain personal and transactional information (e.g. name, address, email address, credit/debit card details) and you agree we may pass such information to our partners in order to fulfill your order. For details on how we use this information, please read our privacy policy. To fulfill our obligations to you under these terms we will communicate with you by email and by posting notices on the website. You agree to receive communications from us electronically and that electronic communications will satisfy any legal requirement for communications in writing.

The contract

When you place an order to purchase items using our website this is an offer by you to us to purchase those items. We will confirm receipt of your order by sending you an email summarising the details of your order ("order confirmation email"). We accept your order only when we send an email confirming that we have dispatched the items in your order ("despatch confirmation email").

The contract between us is formed at the point we send the despatch confirmation email in respect of those items mentioned in the despatch confirmation email. If your order contained a number of items and the despatch confirmation email mentions only some of them, those items which have yet to be despatched to you do not form part of that contract.


Products are invoiced in GBP sterling at the price prevailing at the time you place your order. Prices displayed on the website include VAT which will be charged at the current rate, but exclude any customs duties or other local taxes. Delivery is charged extra. Please refer to our delivery information page for details.

Although we try to ensure that all prices on the website are accurate, errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as possible. You will have the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.

Prices displayed on the website apply to online purchases only. They are not indicative of the price of identical items purchased in our store or by any other means. We reserve the right to update prices displayed on the website from time to time.


You may pay for the items which you order online by supplying your credit/debit card details on the secure online order form. We only accept Visa Debit, Visa Credit and MasterCard.

When you place your order, our system automatically asks your card issuer for authorisation for this amount. If we get a valid authorisation, your card issuer will hold this value expecting a charge from us. Receipt of your credit card details and debit of payments does not constitute our acceptance of your order.

Please note that we cannot guarantee the security of data you send us by email. Accordingly please do not send us payment information using email. For details of the security measures we employ please read our privacy policy. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.


Details of our delivery charges can be found in our delivery information page.

Standard deliveries to UK addresses - These are made by first class post.

Payment will be taken at the time of order and you will be notified once your order has been despatched.

Highclere Castle will endeavour to despatch all orders within 7 working days. We will notify you if we expect the delivery time to be exceeded, although we accept no liability for any delay. Time shall not be of the essence. For further information please see the delivery information page.

If the items are not delivered within the time period we specify in the order confirmation email, please contact the gift shop quoting the order reference contained in your order confirmation email.

Delivery occurs when the items are delivered to the delivery address you specified when placing your order. At this point, responsibility for loss, breakage and damage passes to you. Ownership of items purchased does not pass to you until payment is received by us in full.

Cancellations of goods or services

If you wish to cancel your order, please contact the gift shop by email at giftshop@highclerecastle.co.uk or telephone 01635 253210 (Monday - Friday, 9AM to 5PM). As we try to process orders immediately, it may not always be possible to prevent an order from being despatched. If your order has already been despatched you may return the items to us in accordance with our returns policy.

Please note that once we have despatched items to you, you will not be able to cancel any contract you have with us for additional services carried out by us. As soon as we receive notice of your cancellation of an item we will refund the relevant part of the purchase price for that item together with the item's normal postage charge.

Please note: the above Cancellations and Cooling off period terms do not apply to the purchase of tickets and pre-booked Afternoon Tea. Once purchased, tickets cannot be exchanged, refunded, or returned. Please take care when booking as the ticket will only be valid for the date and admission time specified. Exceptional cases are at the discretion of the Castle Office and may be subject to an administration fee.

Cooling off period

If you live in the EU, you have a right by law to withdraw from the purchase of any item within a "cooling-off" period of seven working days starting on the day after the day the item is delivered to you ("cooling-off period"). Please note that this right does not apply to perishable goods or other items likely to expire rapidly or to sealed items where the seal has been broken and also to pre-booked Afternoon Tea for a date and part day or time. For further information, please see our returns policy.


We will be responsible for any losses you suffer as a direct result of us breaching these terms, if those losses were reasonably foreseeable to both you and us at the time the contract between us was formed (i.e. at the point we send the despatch confirmation email to you).

In no event shall we be responsible to you or any third party for (i) any business loss (including loss of revenue, profits, contracts, anticipated savings, wasted expenditure, data or goodwill) or (ii) any loss or damage which does not result directly from our actions or the actions of our sub-contractors or agents, is consequential or was not reasonably foreseeable to both you and us when the contract between us was formed.

While we use reasonable endeavours to ensure that the information on the website is accurate and up to date, we do not give any warranty as to its accuracy or completeness and we shall not be responsible for any errors or omissions or for the results arising form the use of such information.

Our liability to you under these terms will not exceed the total price charged for the items purchased. Nothing in these terms excludes our liability to you for personal injury or death caused by our negligence.

No person who is not a party to these terms shall have any right to enforce any term under the contracts (Rights of Third Parties) Act 1999.

Events beyond our reasonable control

We will not be responsible to you for any delay or failure to comply with our obligations under these terms if the delay or failure arises from any cause beyond our reasonable control.

Alterations to this website and terms

We reserve the right at any time to make changes to this website, these terms, the privacy policy and such other policies as we may notify to you. You will be subject to the policies and terms and conditions in force at the time you use the website or order items from the website. Changes which we are required to make by law could apply to orders which you have already made.

If any of the terms and conditions forming the contract between us are deemed invalid, void or unenforceable for any reason, it will be deemed severable and not affect the validity and enforceability of the remaining terms and conditions.


If you breach these terms and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach.

Governing law and jurisdiction

These terms are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts.

Our details:

Highclere Enterprises LLP
Estate Office
Highclere Castle
Newbury RG20 9RN