FAQs

I have a query about my order. How do I get in touch?

If your order is for a physical product you can contact us via our Get In Touch page and a team member will respond as soon as we can. If you have ordered archives services such as research or copying you can contact the Archives team directly via archives@twmuseums.org.uk


If an item is listed as in stock online does that mean it is available to purchase in one of TWAM's stores?

All of the stock listed on our website is held at our distribution centre located at the Discovery Museum and therefore may not be available in our venue gift shops. You can, however, make your purchase online and take advantage of click and collect.


Why do you need a phone number at the checkout stage?

Some payment gateways use your phone number to identify who you are and without this you would not be able to place an order. We may also use your phone number should there be an issue with your order.


Can I place an order via telephone?

For your security and to ensure that your sensitive payment details are not compromised we are unable to process any payments via the telephone. All payments must be made via the secure payment gateways on our website.


I saw an item in one of your venue shops but it is not on the website. How can I purchase it?

As we manage nine venues across Tyneside we cannot, regrettably, list all products online that may be available in store. Should you require a specific product please get in touch as we may be able to add this to the website.