Museo Nacional Thyssen-Bornemisza. Online shop

Terms and conditions of sale. Information on shipping, payments, returns, warranty, and claims.

What is this website and how does it work?

The online store of the Thyssen-Bornemisza Collection Foundation (hereinafter: “the Foundation”) is a website through which the Foundation offers a distance selling service for products and publications aimed exclusively at adults acting as end consumers, residing in Spain or in one of the countries listed on the order form.

In this online store, we offer this service with a commitment to excellence, characterized by secure payments, guaranteed privacy, home delivery within the time frames offered through a courier service, with the possibility of returning and refunding the order amount, for any reason or need, within 14 calendar days of delivery.

The purchase process is simple; just follow the steps and instructions. You can find products either through the category menu or directly in the search engine, where you can enter a search term. You can view the products you are interested in, enlarge the photo to see the item in more detail, view features, measurements, colors, and price, and add it to your shopping cart by entering the desired quantity and clicking on the “Buy” button. You can add as many products and as many units as you want, and you can go to your shopping cart at any time to view the selected items.

Once you have added the products to your shopping cart, enter your customer details so that we can process your order, check that all the information you have entered is correct, select your payment method, and once payment has been made, your order will be confirmed. After completing this process, you will receive the items within the specified time frame.

Prices

The prices shown on this website by default include VAT and do not reflect shipping costs. Once you are registered as a user, prices will be displayed with VAT applicable in Spain or your country, or without VAT depending on your default shipping address and whether you have a company registered in the VIES system, all in accordance with current legislation. Prices on this website do not necessarily match those in the Museum's bookstore-shop, and the fact that a specific offer or price is available here does not imply that the same conditions apply in the Museum's bookstore-shop, and vice versa.

Payment Methods

The following payment methods are accepted for purchases:

Cards: Visa, Mastercard, and American Express.

We guarantee that every payment is made with complete security. The Foundation's online store adheres to security protocols designed to prevent fraudulent use of credit and debit cards.

After entering your card details, and in order to confirm the payment with your bank, in some cases you will need to follow additional on-screen instructions to authorize the transaction by entering a security code associated with your card for online purchases, or by using a one-time numeric code sent to your mobile phone.

In some cases, you may need to contact the bank that issued your card to activate online payment functionality.

Invoicing and Taxes

You can request a full invoice and enter specific billing information when providing your shipping information. You can indicate whether you want a full invoice and whether it should be issued to a self-employed person, a business, etc. If you don't indicate that you want a full invoice and the details to which it should be issued when you place the order, in most cases (all sales to Spain except Ceuta, Melilla, and the Canary Islands, and outside the EU), we will issue a simplified invoice (traditionally called a receipt) that will not include your tax information.

The VAT (Value Added Tax, applicable in Spain) for each item is already included in the price shown in the product details and in the shopping cart if you place your order for delivery or shipping in mainland Spain or the Balearic Islands or if you select "Pick up at the museum shop."

Likewise, if you place your order from another country in the European Union, the corresponding VAT rate for that country will be applied, in accordance with current EU e-commerce legislation.

If you have a company in an EU country other than Spain and are registered in the VIES directory to benefit from VAT exemption on intra-EU transactions, when you enter your company information when creating your user account on this website, our website connects with VIES and validates that you qualify for this exemption. If you have any problems, please contact us at tienda.pedidos@museothyssen.org

Tax-free

VAT refunds cannot be requested, as they only apply to products purchased in the Museum's physical store by non-residents and personally transported by them. This does not apply to online sales.

Shipping Conditions

If you request delivery to the address provided with your order, it will be shipped via a home courier service, allowing you to receive your order at the specified address. Please note that deliveries to P.O. boxes are not accepted, and there are a few countries in serious conflict where our courier partners do not deliver. Unless we are running a promotion offering free shipping, you as the customer will be responsible for these costs.

You can check the shipping costs after you add the items you want to purchase and after indicating country, province, and postal code. You will be informed of the exact shipping cost before confirming your order and making payment.

• Shipping costs are based on destination, weight, and product dimensions, according to the rates of this online store. Below are the minimum charges for the most common destinations:

• Shipments to Madrid city: from €4.25 for orders up to 5 kg and dimensions not exceeding 100 cm (sum of width + height + length). Beyond this minimum, pricing is based on weight and volume.

• Shipments to the rest of mainland Spain: from €7.50 for orders up to 5 kg and dimensions not exceeding 100 cm. Beyond this minimum, pricing is based on weight and volume.

• Shipments to Canary Islands, Balearic Islands, Ceuta, and Melilla: from €9.50 for orders up to 2 kg and dimensions not exceeding 100 cm. Beyond this minimum, pricing is based on weight and volume.

• International shipments to EU countries: from €16.00 for orders up to 1 kg and dimensions not exceeding 100 cm. Beyond this minimum, pricing is based on weight and volume.

We recommend checking the exact shipping cost before confirming and paying for your order. Add the desired items to your cart and click “Checkout.” After entering your country, province, and postal code, you will see the corresponding amount.

If you specify preferred delivery days and times, we will pass this information to the courier company handling your order. However, they are not obligated to follow these instructions, and we cannot guarantee they will be honored. It’s important to keep your phone nearby, as couriers often call to coordinate delivery.

Pickup at the Museum Store in Madrid

You can choose to pick up your order at the bookstore-shop of our Museum in Madrid, in which case you won’t have to pay shipping costs. If you selected the “Store Pickup” option, please wait at least 24 hours before coming to collect your order, and between 5 to 9 business days if it includes any “Print on Demand” items. Add an extra 24 hours if the order was placed between Friday afternoon and Sunday. Please consider our store hours:

Monday: 12:00 PM – 4:00 PM

Tuesday to Sunday: 10:00 AM – 7:00 PM

(Check the Museum’s main website for special hours and holiday closures.)

If you choose this option, we commit to making your order available at the bookstore-shop of our Museum in Madrid, Spain. Our Museum operates independently from other state museums or institutions that share the name “Thyssen,” and we cannot offer pickup at any of those locations.

Please note that if you choose this option and do not collect your order within 3 months, it will no longer be available for immediate pickup at the Museum store and will be stored in our warehouse. After this period, you must notify us at least 2 business days in advance before coming to collect your order so we can ensure it is ready for pickup.

Shipping Process

After confirming and paying for your order, you will receive a confirmation email. If you requested delivery and want to track your shipment, you can contact us at tienda.pedidos@museothyssen.org to obtain tracking information from the courier company.

By placing an order for delivery, you agree to provide a complete delivery address that is not a P.O. box and where delivery can be made during regular business hours (8:00 AM to 8:00 PM, Monday to Friday). Failure to meet this requirement may result in delays. If the address is incomplete or incorrect, or if no one is available to receive the order, the courier may determine that delivery is not possible. If this happens and the courier returns the order to our warehouse, you will be responsible for any return fees charged by the courier, as well as the cost of reshipping the order, all within the timeframe and conditions of our cancellation policy.

Please also note that courier companies unfortunately do not accommodate requests for specific delivery times or advance notice, so we cannot guarantee that such instructions will be followed.

Delivery times

Typical delivery times, from the moment the order leaves our warehouse, are as follows:

Mainland Spain and Balearic Islands: 2 to 6 business days*

Canary Islands: 5 to 7 business days*

International shipments: 2 to 9 business days*

* For “Print on Demand” products, delivery times may vary depending on the item and destination, and may be extended by approximately 3 additional days.

Delivery times may also be affected by circumstances beyond the control of the Foundation or the courier, such as strikes, weather events, public disturbances, traffic accidents, etc. The Foundation will not be held responsible for such delays. However, in the event of loss or damage during transport, the Foundation commits to sending you a replacement order at no additional cost and under the same conditions as the original order.

International and Customs Regulations

Any costs arising from customs clearance in the destination country or territory—such as duties, taxes, and other customs-related fees and handling charges in non-EU countries and EU territories with special tax conditions like the Canary Islands, Ceuta, Melilla, and others—are not included in the product price or shipping costs.

International parcel shipping regulations legally require the sender to include a triplicate invoice as accompanying documentation for the shipment. Without this, no shipment can be processed. Customs authorities in the destination country or territory use this documentation to calculate applicable legal fees upon arrival. The shipping company may charge a small fee for handling these procedures with customs authorities. You will need to pay the corresponding amount upon arrival in your country or territory, as required by the shipping company and/or competent authorities.

Return Policy

The goal of the Foundation’s online store is to provide the best possible service. Except in the cases detailed below, if for any reason you are not satisfied with your order, you may cancel it and, if you have already received it, return the items within 14 calendar days from receipt or pickup and receive a full refund, including shipping costs. To initiate a return, please notify us as soon as possible by completing the form available here:

https://tienda.museothyssen.org/en/pages/cancelacion-de-pedidos

The right of withdrawal (return) does not apply to services involving the production of goods made according to customer specifications, such as the Print on Demand service.

The right of withdrawal also does not apply to purchases of unsealed audio or video recordings, software, or items that, due to their nature, cannot be returned or may deteriorate or expire quickly.

Once we receive your notice of intent to return an order, we will acknowledge receipt without delay and provide instructions to make the return process as easy as possible. The product(s) must be returned in perfect condition (i.e., in good working order). If the return is not made using the original packaging or shrink wrap, it will be considered that the product has depreciated, and the Foundation will fairly and proportionally deduct this amount from the refund.

For orders delivered within mainland Spain, returns are always free of charge. The Fundación Colección Thyssen-Bornemisza will cover the return shipping costs for home delivery orders, except in the following case:

If the order benefited from a promotion offering free shipping, the shipping cost from the customer’s delivery address to the Museum store’s warehouse will be deducted from the refund.

Additionally, if a home delivery order benefited from a free shipping promotion based on a minimum purchase amount, and you wish to make a partial return, please note that if the remaining order total (excluding shipping) falls below the required minimum, the original shipping cost will be deducted from your refund.

For orders picked up at the Museum Store, the customer must return or send the items at their own expense, and only after receiving confirmation from us that the return is accepted.

For orders delivered outside mainland Spain or to other countries, the cost of returning the product must be covered by the customer.

Important: Returns of online store orders will not be accepted at the Museum Store. These returns must be managed as described above—by contacting us via email or completing the form—and you must wait for a response before proceeding.

It is not possible to exchange one item for another.

Refunds will be issued using the same payment method used for the purchase. These refunds will be processed as quickly as possible and within the legally established timeframes, provided the return terms and conditions are met and the returned items have been received.

Legal Warranty

Please note that a legal warranty applies to the goods we sell. We are responsible for any defects you report within three years from the delivery date. Unless proven otherwise, it is presumed that any defects appearing within two years of delivery already existed at the time of delivery. If the product is defective, we are responsible for resolving the issue. This warranty does not cover damage caused by negligence, impact, misuse, improper handling, or normal wear and tear.

If a claim under this warranty is justified, the Foundation will proceed with repair, replacement, price reduction, or refund, as legally required, at no additional cost to you, once we receive the returned product and verify that the damage or defect is due to manufacturing, handling by the Foundation, or shipping.

The right of withdrawal (order cancellation or item return) does not affect your legal warranty rights, which remain valid.

You can contact us at: tienda.pedidos@museothyssen.org

To exercise your warranty rights for purchases made through this online store, please provide your order number.

If we determine that the damage or defect is not due to manufacturing, handling by the Foundation, or shipping, we will notify you by email. If the Foundation has received the returned items, they will be held for 2 months at the Museum Store (Paseo del Prado, 8 Madrid - 28014), where you may collect them or request shipping after paying all associated costs.

Complaint Form

Complaint forms are available at the information desk of our Museum:

Museo Nacional Thyssen-Bornemisza, Paseo del Prado 8, Madrid.