FAQS
At the REME Shop, we serve everyone, from serving personnel and veterans to museum visitors and families looking for meaningful gifts.
We often receive questions about bespoke items, collections and stock updates, so we’ve brought together our most frequently asked questions here to help.
Orders and Delivery
When will my order arrive?
Standard delivery (£2.99) typically arrives within 3–5 working days, with free shipping available on orders over £50. We also offer a faster delivery option (1–2 working days) for £6.99.
Please note that bespoke or made-to-order items, shipped directly from the manufacturer, usually take around 1–2 weeks. Delivery times may be slightly longer during bank holidays or the Christmas period, but we will keep you updated via email or social media if there are any changes.
Visit our shipping policy page for more information.
How can I track my delivery?
We work closely with Royal Mail and provide a tracking reference for all dispatched orders. If you have any difficulty tracking your parcel, please contact us at sales@remeshop.org and we will be happy to assist.
My parcel is lost or delayed
If you believe your parcel is lost or delayed, please email sales@remeshop.org and we will investigate for you. If your order has been delivered to a military base, we recommend checking with your post room first.
I've chosen a collection, what do I do?
If you have selected collection from our museum shop, please bring your order confirmation and a form of ID when collecting your order. We are unable to release items without these.
If someone is collecting on your behalf, please notify us in advance with their name. They will be required to show ID upon collection.
Museum opening times: Tuesday–Sunday, 10:00am – 4:30pm.
Returns and Exchanges
How do I return an item?
You have 30 days from dispatch to return an item, which must be unused and preferably in its original packaging. To start a return, please contact sales@remeshop.org and our team will provide full instructions and a returns label.
Items can also be returned in person at our museum shop with your order confirmation or receipt. Refunds will be issued to the original payment method. Please note we cannot accept returns on underwear items.
If an item is faulty or there is a quality issue, we will cover the return postage cost. Otherwise, original postage costs will be deducted from your refund.
I've ordered the wrong size
If you have ordered the wrong size, you have 30 days to return the item in its original condition. You can request a refund or exchange by contacting sales@remeshop.org, or visit our museum shop with your receipt.
Exchanges are subject to stock availability. If there is a price difference, this may need to be paid. If your preferred size is unavailable, we will offer a refund.
I want to exchange an item
For exchanges, please contact us first at sales@remeshop.org so we can confirm availability.
If you are unable to visit the shop, you will need to return the original item before a replacement is sent. In this case, return postage costs are the responsibility of the customer.
I'd like to return a gift
If you wish to return or exchange a gift, we will require either the original purchaser to contact us or a valid receipt.
With a gift receipt, you can visit our museum shop where our team can process a refund (to the original payment method) or arrange an exchange, subject to any price difference.
International Shipping
Do you ship internationally?
Yes! The REME Shop now ships to selected destinations across Europe and worldwide, including the USA, Canada, Australia and New Zealand. Available delivery options and costs will be shown at checkout based on your delivery address and the weight of your order.
How much does international delivery cost?
International delivery prices vary depending on your destination and the total weight of your order. We currently offer rates for parcels weighing up to 750g and up to 2kg.
Please see our International Shipping Rates chart for a full breakdown of destinations, prices and estimated delivery times.
France
3–5 working days
Up to 750g: £8 | Up to 2kg: £9
Germany, Netherlands, Spain & Sweden
3–5 working days
Up to 750g: £9 | Up to 2kg: £11
Republic of Ireland
3–5 working days
Up to 750g: £10 | Up to 2kg: £11
Italy, Portugal, Austria, Denmark & Greece
3–5 working days
Up to 750g: £11 | Up to 2kg: £15
Belgium, Norway, Finland, Poland, Switzerland, Luxembourg & Cyprus
3–5 working days
Up to 750g: £13 | Up to 2kg: £19
USA
5–8 working days
Up to 750g: £13 | Up to 2kg: £18
Canada
5–8 working days
Up to 750g: £12 | Up to 2kg: £20
Australia
5–8 working days
Up to 750g: £15 | Up to 2kg: £25
New Zealand
5–8 working days
Up to 750g: £17 | Up to 2kg: £32
How long will my international order take to arrive?
Estimated delivery times vary by destination. European orders are generally expected within 3–5 working days, while orders to the USA, Canada, Australia and New Zealand are generally expected within 5–8 working days after dispatch.
These are estimated delivery times rather than guaranteed delivery dates. Customs processing, local postal services and other circumstances outside our control can occasionally cause delays.
Will I have to pay customs charges or import taxes?
Possibly. International orders are dispatched from the United Kingdom and may be subject to local import VAT, customs duties, handling fees or other charges when entering the destination country.
These charges are not included in the price you pay to The REME Shop and, where applicable, are the responsibility of the recipient.
Customs rules and thresholds vary between countries, so we recommend checking your local import requirements before ordering.
If customs charges are due and aren't paid, the parcel may be held, returned to us or otherwise dealt with according to the rules of the destination country's customs authority or postal service.
We cannot accept responsibility for delays caused by unpaid customs charges. Any additional costs incurred as a result of a parcel being refused or returned may be deducted from any refund where appropriate.
Are customs charges included in my delivery price?
No. The delivery charge paid at checkout covers the cost of shipping your order from The REME Shop.
Any import taxes, customs duties or handling charges subsequently applied by the destination country's authorities or postal service are separate and must be paid by the recipient.
Will my international order be tracked?
International orders are sent using a tracked Royal Mail international service where applicable. Once your order has been dispatched, tracking information will be provided so you can follow its progress.
Tracking updates may sometimes become less frequent while a parcel is travelling between countries or being processed by customs.
Can international orders be returned?
Yes, subject to our usual returns policy and any applicable exclusions. Customers are responsible for the cost of returning international orders unless the item is faulty or we have made an error with your order.
We recommend using a tracked return service and retaining proof of postage.
What happens if my order weighs more than 2kg?
Our standard international delivery rates currently cover parcels weighing up to 2kg.
If your order exceeds this weight and you are unable to select an international delivery option at checkout, please contact us. We can advise whether an alternative delivery option is available for your order.
You can place separate orders if required, although each order will be subject to its own delivery charge and may arrive separately.
For larger orders, we recommend contacting us first as we may be able to advise on the most appropriate delivery option.
Why can't I order some REME Shop products internationally?
Some products available from The REME Shop cannot be shipped internationally due to postal restrictions, licensing requirements, product type or other delivery limitations.
Our website automatically limits the products available for international delivery, so the selection you see may differ depending on your location.
Address Rules
Please check your delivery address carefully before completing your order, particularly the postcode/ZIP code, country and any apartment or building information.
The REME Shop cannot be responsible for delays or additional costs caused by an incorrect or incomplete address supplied when ordering.
Products and Stock
I saw something in your giftshop but it's not online
Not all items available in our museum gift shop are listed online. This may be due to size, weight, or because they are museum-specific souvenirs.
If you are looking for a particular item, please contact us at sales@remeshop.org and we will do our best to help.
I want to buy an item, but it's out of stock
We aim to restock items as quickly as possible. If a product is out of stock and not in our sale section, it is likely on order, particularly uniform items such as rank slides or stable belts.
If you are working to a deadline, please contact us for an update, or keep an eye on our email and social media channels for restock announcements. Items in the sale section are unlikely to be restocked.
How do I find out about new products?
We regularly introduce new products and collections. Updates are shared via email and social media, so we recommend subscribing to our website and following us on Facebook to stay informed.
I want something specific that you don't sell
If you are looking for a bespoke product that we do not currently offer, please contact us at sales@remeshop.org. While we may not be able to supply it directly, we will do our best to point you in the right direction.
I need bespoke engraving. Can you help?
Engraving is only available on selected items, such as decanters and statuettes. If no personalisation option is shown on the product page, this service is not available for that item.
Bespoke items are fulfilled by our suppliers, and we are unable to offer additional personalisation after purchase.
I need an item tailored
We can assist with custom tailoring and embroidery through a local tailor who visits the museum every Wednesday (12:30 pm–1:30 pm).
If you would like us to arrange this, payment for the item is required in advance. The tailor will then contact you directly to discuss requirements and costs.
REME Personnel and Uniform
Do you offer a military discount?
We do not currently offer a military discount, either online or in-store. Our uniform pricing is set as competitively as possible, and any changes reflect fluctuations in manufacturing costs.
Regulations and Compliance
All uniform and military-related products are sourced from MOD-licensed suppliers and meet REME Dress Regulations. We are unable to produce or sell items featuring the REME cap badge without the appropriate licensing.
Do you have a Large Stable Belt?
We no longer stock a “Large” stable belt due to overlap in sizing.
- Medium: 20”–40”
- X-Large: 24”–46”
You don't stock what I need
We are unable to stock every uniform item (e.g. waistcoat buttons or battalion patches). If you cannot find what you need, we recommend contacting PRI Stores.
Bulk order and Collections
If you require multiple items for an event or Corps-related purpose, please contact us in advance. Stock may need to be ordered, with lead times of up to 8 weeks.
From 01/04/2026, all orders must be paid for in advance before collection. We will no longer release items without prior payment or notice.
Can you invoice me for goods?
We can provide invoices for service personnel. Please supply a name, email address (of the payee), and reason for purchase.
If items are not immediately available, invoicing will be issued once stock arrives (unless agreed otherwise). Orders of more than 25 uniform items may have a lead time of up to 8 weeks.
General Enquiries
Contact information
If you have a question about an order, a product, or would like to enquire about bespoke items, our team will be happy to help. We’re a small and dedicated team that supports both the online store and the REME Museum gift shop, so at times we may be packing orders or assisting visitors in the museum. For this reason, email is usually the best way to contact us and ensures your enquiry reaches the right person as quickly as possible.
sales@remeshop.org.uk
01249 894871
You can also visit us at the REME Museum, Calne Road, Lyneham, Wiltshire, SN15 4XX. The museum is open Tuesday to Sunday from 10:00 am to 4:30pm.
Please be aware that the Museum, Cafe and Shop are closed every Monday and Bank Holidays.
Response Times
If you have contacted us and haven't heard back, please allow 1-3 working days. The team is small and often busy with orders.
Should that window have passed, please call the Museum team 01249 894869, who will take a message.