Terms & Conditions

Terms & Conditions of Online Purchases (the “Terms”)

These Terms apply to all purchases and orders (“Orders”) of any item for sale (“Product”) made by any customer (“You” or “Your”) using “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 these Terms carefully before placing Your Order and print a copy for your 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 any such other policies as We notify You of from time to time, which together constitute the entire agreement between You and Us. Nothing in these terms affects Your statutory rights, whether as a consumer or otherwise.

Admission Tickets

  1. Once purchased, Admission Tickets cannot be exchanged, refunded or returned. Please take care when booking as Admission Tickets will only be valid for the date and admission time specified with no exceptions made. If You are unable to visit on the day that Your Admission Tickets are valid, Your Admission Tickets will not be refunded or transferred.
  2. Admission Tickets purchased through our Website are non-transferable and cannot be resold. Resale of Admission Tickets 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. Admission Tickets purchased in such a way will not be valid and any attempted entry with a resold Admission Ticket will be refused without refund or other compensation.
  3. Admission Tickets cannot be purchased or used by any organisation for marketing, promotional or competition purposes without prior written agreement and consent from Us.
  4. All Admission Tickets Orders will result in a printable Admission Ticket, which can be printed directly from the checkout page immediately after a successful purchase or reprinted from the website up to the Date of Visit. Admission Tickets will also be emailed to your stated email address immediately after a successful purchase. You can also present your tickets on a phone or tablet.
  5. All visitors entering Highclere Estate must have a valid entrance ticket. The booking reference and its associated barcode is confirmation of Your booking for the date concerned. You MUST bring Your Admission Ticket with You on the day of Your visit.
  6. We reserve the right to transfer Your Admission Tickets to another date and time in case of incidents beyond our control.
  7. If We are forced to cancel an event or public open day (due to force majeure, including but not limited to: extreme weather/act of God, flood wind or fire or sudden regulation imposed by Government) and cannot transfer Your Admission Tickets to another date, then refunds for Your Admission Tickets will be available upon request at Our discretion.
  8. For technical or operational reasons, some areas or facilities may be removed or closed on the date of your visit.  Additional builds for events may also be in place on the date of your visit.
  9. We reserve the right to change any programme of attractions and entertainment, if at any time it is deemed necessary or appropriate to do so.
  10. We reserve the right, at our absolute discretion, to refuse entry to and the right to remove from Highclere Estate any person.
  11. We expect our valued guests to take out normal and appropriate travel insurance to cover any losses should they be unable to travel.
  12. We accept no responsibility for personal property or for vehicles parked in the Highclere Estate.
  13. We are not liable for any other costs, claims or damages including but not limited to consequential loss, such as the inability to visit due to travel disruptions including use of private vehicles and public transport.
  14. Parties of 30 or more persons constitute a group (“Group”).  Special rates are available for a Group booking in advance for public opening dates by telephoning 01635 253210 or e-mailing coaches@highclerecastle.co.uk. Orders through our Website for Group bookings will not be accepted.  All Group bookings must be dealt with through the Castle Office.
  15. Photography and videography in the Gardens and Park are permitted for non-commercial personal use only. For the avoidance of doubt, We do not grant You any license to use photographs taken on the Highclere Estate for any commercial purpose without an agreement in writing. Photography and videography are NOT permitted within the Castle or Egyptian Exhibition. Please note that NO DRONES are permitted anywhere within the Highclere Estate.
  16. We do not allow large rucksacks, prams or pushchairs within the Castle or Egyptian Exhibition. Storage will be provided for any large items, including rucksacks. All items are stored at the visitor’s own risk. Motorised wheelchairs are not permitted within the Castle, but we do have a small number of standard wheelchairs, which can be pre-booked by calling the Castle Office or emailing theoffice@highclerecastle.co.uk. Dogs are not permitted in the Castle, grounds, or gardens, excepting guide dogs.
  17. During our Public Opening days, a necessary carer of a registered, paying, disabled visitor is entitled to free Admission Ticket in order to accompany the disabled visitor during the visit. This applies to Castle Public Opening days only, if a carer wishes to attend one of our special events, there are specific ticket options on our website with a reduced price for a carer. 
  18. Dogs are not permitted within the gardens or Castle(guide dogs excepted but they must wear their livery and be properly ensured against damage within the Castle and third party liability)
  19. The above Terms may be subject to change and may differ for events outside of our usual Public Opening days. Please contact the Castle office in advance of booking any tickets should you have any queries.

Resale of Admission Tickets

  1. Your ticket remains the property of Us and is a personal revocable license to You which may be withdrawn and admission refused at any time.
  2. Re-sale or attempted resale of an Admission Ticket is grounds for seizure or cancellation of that Admission Ticket without refund or other compensation.
  3. Due to ticket touting (the act of reselling a ticket at a greater value than the purchase price) and other unfair ticket practices, to protect You and Us, if You cannot produce, upon request, the credit or debit card on which You purchased your Admission Tickets, You will be refused entry without refund or other compensation.
  4. Without Our express written permission, You may not combine a ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create any form of ticket package (a “Ticket Package”) and offer for sale or sell, or otherwise transfer or facilitate the sale or transfer of a Ticket Package, for profit or commercial gain such a 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 or for charity.
  5. No Admission Ticket shall be used for advertising, promotions, contests nor sweepstakes, unless formal written permission is given by Us to You.  Even if such consent is obtained, use of Our trademarks and/or other intellectual property is subject to Our specific prior consent to Your use.
  6. We shall have no liability beyond the face value of the Admission Ticket purchased. We are 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.
  7. Notwithstanding any other provision, these Terms do not exclude any liability of Us for death or personal injury caused by Our negligence, fraud or any other type of liability that cannot by law be excluded or limited.


We only sell Products 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.

The contract

When You place an Order to purchase Products using our Website this is an offer by You to Us to conduct a sale on 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 despatched the items in Your order (“Despatch Confirmation Email”).

The contract between You and Us is formed at the point that We send the Despatch Confirmation Email in respect of the Products mentioned in the Despatch Confirmation Email. If Your Order contained a number of Products and the Despatch Confirmation Email mentions only some of the Products in Your Order, those Products which have yet to be despatched to You do not form part of that contract.


Products are invoiced in GBP 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 as 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 after taking reasonable steps to do so, We will treat Your Order in respect of the incorrectly priced Product as cancelled.

Prices displayed on the Website apply to online purchases through the Website 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 to Us when placing an Order.

Colours, specifications and dimensions of products

We have made every effort to display the colours, specifications and dimensions of Products on the website as accurately as possible. The colours You see will depend on, among other things, the screen on which You are viewing the Website; we cannot guarantee that Your screen’s display of any colour will reflect accurately the colour of the Product delivered. We may from time to time vary the dimensions, specifications and quantities of Products displayed on the Website without prior notice.

Availability of items and substitution

Many of our Products go through a long manufacturing process and nature can, and does, intervene to disrupt supplies. We do everything possible to make sure You are not disappointed, notwithstanding this, everything on the Website is offered for sale subject to availability. If, for any reason whatsoever, 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 Product from Your order and give You a full refund in respect of that Product. If We are unable to contact You, or do not receive a response from You, after taking reasonable steps to make contact, We will process any remaining Products on Your Order and refund You for the Products that We were unable to supply.


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

Deliveries to UK addresses are made by first class post.

Payment will be taken at the time of Your Order and You will be notified once Your Order has been despatched.

We 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 Products 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 Products 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 Products purchased does not pass to You until payment is received by Us in full.

Orders for delivery outside the UK

Unless otherwise specified, this Website is 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 and Isle of Man). We do not represent that any product 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 and drink items are restricted to delivery addresses in the United Kingdom.

Customs duties

If You order Products for delivery outside the UK, they may be subject to import duties and taxes. These are levied once the Products 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. For Products that You order through the Website, You are considered the importer of record and You must comply with all laws and regulations of the country in which the Products are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities.

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 Products 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 a Product, We will refund the relevant part of the purchase price for that Product together with the Product’s normal postage charge.

If you live in the EU, you have a right by law to withdraw from the purchase of any Product within a “cooling-off” period of seven working days starting on the day after the day the Product 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.

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, Admission Tickets cannot be exchanged, refunded, or returned. Please take care when booking as Admission Tickets 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. 

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 fulfil Your order. For details on how We use this information, please read Our privacy policy. To fulfil 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.

Your profile 

If You choose to register with Us to purchase Products 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 Your 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 to Us 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.


We will be responsible for any losses You suffer as a direct result of Us breaching these Terms to the extent that those losses were reasonably foreseeable to both You and Us at the time the contract between You and 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 You and 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 from the use of such information.

Our liability to You under these Terms will not exceed the total price charged for the Products 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.

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.

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 or conditions forming the contract between You and Us are deemed invalid, void or unenforceable for any reason, they will be deemed severed and/or altered to the minimal extent possible so as to not affect the validity and enforceability of the remaining terms and conditions.

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.


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 exclusive jurisdiction of the English courts.

Our details:

Highclere Enterprises LLP
Estate Office
Highclere Castle
Newbury RG20 9RN