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.

Children

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. Exceptional cases are at the discretion of the Castle Office and may be subject to an administration fee.
  2. 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 as a PDF attachment immediately after a successful purchase.
  3. Parties of 20 or more persons constitute a group.  Special rates are available for groups booking in advance 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.
  4. For security reasons, the card holder must be present to enter the Castle Grounds and you will need to take the same card as you have used to make your booking.
  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. If Highclere Castle is forced to cancel an event/public open day and cannot transfer tickets to another date, then refunds for tickets will be available upon request.
  11. If visitors are unable to attend an event/public open day, tickets will not be refunded.
  12. 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.
  13. Photography in the Gardens and Park is allowed for non-commercial private use. Photography is NOT permitted in the Castle or Egyptian Exhibition.
  14. Highclere Castle accepts no responsibility for personal property or vehicles parked in the grounds.
  15. 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.
  16. A necessary carer of a registered, paying, disabled visitor is entitled to free admission in order to accompany the disabled visitor during the visit.
  17. 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.

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 confir