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Transport for London

TfL Shop Customer Service & Help

Need help? Please browse our range of frequently asked questions to find help with common questions asked by our customers.

Still can't find the answer to your question? Please send us an email using our contact form -  or call us on 0800 952 0089 our team are here Monday to Friday from 9am to 5:30pm (Excluding Bank Holidays). 

Using the TfL Shop

Do I need to create an account on your site to make a purchase?

No, you can use our guest checkout feature. However, we recommend you create an account to check the status of your order or to view your order history.

I have forgotten my username and / or password.

That’s OK we have a reminder and reset feature here.

When I click Checkout I am returned to the customer area, how can I complete my purchase?

This is often caused by missing some information from your personal details. From the Customer Area screen:

  1. Click “Edit Details” and check that you have entered your First name and Last name, and selected an option from the Title List, e.g., Mr, Mrs, Miss. Save your changes.
  2. Click “Edit Address” and ensure we have your full address, postcode and phone number. Save your changes.

You should now be able to complete your purchase.

Visitor Oyster Cards and Travel Cards

I need to change the dates on Visitor Oyster Cards / Travel Cards.

To request changes please email tfl.world@visitbritainshop.com – please don’t contact the TfL Shop phone number as staff members will be unable to assist. You will be asked to send an email to the address above.

I need to cancel my Visitor Oyster Cards / Travel Cards.

To cancel your Visitor Oyster Cards / Travel Cards please email tfl.world@visitbritainshop.com – please don’t contact the TfL Shop phone number as staff members will be unable to assist. You will be asked to send an email to the address above.

My Visitor Oyster Cards / Travel Cards haven’t arrived.

Please email tfl.world@visitbritainshop.com – please don’t contact the TfL Shop phone number as staff members will be unable to assist. You will be asked to send an email to the address above

I have a question about Visitor Oyster Cards / Travel Cards.

Please email tfl.world@visitbritainshop.com – please don’t contact the TfL Shop phone number as staff members will be unable to assist. You will be asked to send an email to the address above.

Help with your order

Do you offer a tracking number for deliveries?

UK Customers

We send all our orders by First Class Royal Mail – tracking is not available on this service.

International Customers

We send orders to your country and your local postal service then handles delivery. As such we are not able to offer tracking services on parcels.

My order hasn’t arrived

If your order has been posted please allow 15 days for delivery (UK) or 25 days (International).  In the meantime:

  1. Please check with your neighbours, they may have taken the parcel in for you.
  2. Please check with your local Royal Mail collection office, they may be holding the parcel for collection if the postman couldn’t deliver.

If you have tried all the above please use our contact form to let us know and we will be able to help.

My order has arrived and is damaged or faulty

Please send a photo of the damaged item, along with your order number to shop@tfl.gov.uk and we will be able to help.

How long do I have to wait for my print-on-demand / customised product?

A selection of our items are created as print-on-demand products which are created to order. We aim to finish these within 3 working days (excluding weekends and Bank Holidays).

However, during peak times such as Christmas it may take slightly longer – please be patient. 

Transport for London Questions

How do I contact Transport for London?

If you need to contact Transport for London please choose the appropriate number or email address from the TfL Contact List.