FAQs

Q:  Can the e-Shop ship internationally?

A: We do ship internationally. International Shipments can take from 2 to 4 weeks. Please be advised that, as the customer/buyer, you are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, and any other related expenses required by your country for importing consumer goods. The Aga Khan Museum Shop does not collect these fees beforehand, and cannot provide an estimate of the cost because they vary widely around the world. We recommend that you research to determine the requirements for customs clearance and additional costs. Orders may be returned for various reasons, such as non-payment of tariffs, incorrect address, and not being claimed at the post office in a timely manner. If a package is returned or rejected, you will be contacted and will have to pay for re-shipment postage.

 

Q: What do I do if I don’t receive my order or have other shipping-related questions?

A: Please email retail@agakhanmuseum.org.

 

Q: If I wish to return an item, what do I do?

A: We hope that you enjoy your purchase. However, if not completely satisfied, you may exchange the item(s) for an item of equal or greater value at our Museum Shop, either in person at the Aga Khan Museum or via mail. Please note that you will bear all costs associated with shipping item(s) for exchange as well as any shipping charges incurred for the exchanged item. Shipping charges incurred with product purchases are also non-refundable.

All product tags must be attached to the item(s) for exchange, and the product must neither be worn nor used. It must also be in its original packaging. Please note that a receipt or gift receipt must be accompanied with merchandise for exchange or refund.

 

Q: Are there any items that can’t be returned?

A: We cannot process returns for jewellery and any items that do not have their original product tags. We also cannot process returns for items that have been worn or used.

 

Q: How are shipping costs calculated?

A: As the customer/buyer, you are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, and any other related expenses required by your country for importing consumer goods. The Aga Khan Museum Shop does not collect these shipping costs and related tariffs and fees beforehand. We cannot provide an estimate of the cost because they vary widely around the world. We recommend that you research to determine the requirements for customs clearance and additional costs. Orders may be returned for various reasons, such as non-payment of tariffs, incorrect address, and not being claimed at the post office in a timely manner.

 

Q: How can I pay for my online order?

A: We accept VISA, American Express, Discover, and MasterCard.

 

Q: How will I know if my order has been correctly placed?

A: You will receive an email confirming your order shortly after you have placed it. If you do not receive that email, please check your spam folder. This step is especially important because if you have not received the order confirmation email, you also will not receive the email with your shipment notification and tracking information.

 

Q: How long does an order typically take to process?

A: The Aga Khan Museum Shop will ship orders out as soon as possible, but this will not always be the same day that you place your order. In general, please allow 4-5 business days for processing time. If we anticipate a longer lead time, it will be noted in the item description. We do not guarantee delivery or shipment dates. Orders are shipped to the delivery address noted in the customer order.

 

Q: Are all items available at the Museum Shop also available online?

A: No. For our e-Shop, we’ve carefully chosen a selection of items exclusively made for the Aga Khan Museum.

 

Q: How do I get my Members’ discount on e-Shop items?

A: Please contact our Membership Coordinator, Heather Corner, at membership@agakhanmuseum.org or 416.646.4667 to receive a discount code. You will be asked upon checkout to enter this code and apply it to your order.

 

Q: Can I cancel my order?

A: Yes, orders can be cancelled within 24 hours of placement.

 

Q: Can I order an item online and pick it up in person?

A: That option is not currently available, but we are considering it in future. We will update this page should it be implemented.