Hantsweb Shop FAQ's

Shopping with us

• Placing Your Order

Search for the products you wish to order and ‘Add to Basket’. You can view your basket at any time by clicking ‘View Basket’, if at this point you are happy with your purchase then you can click ‘Checkout’ and continue to the purchase page, however you can also click ‘Continue Shopping’ or amend the quantities that you are purchasing and then click ‘Update Basket’.

Once you are completely happy with your purchase you can click ‘Checkout’ you will then be taken to the next stage of the order process.  

If you have already set up an account within the Hantsweb Shop or have placed an order before, you can click ‘Sign In’ you will then be asked for your Username and Password.  If you have forgotten your Password please see the link below.  

If you are a new customer please enter your Name and Address details and e-Mail address. If you want, you can create an account for future use at this point. Click ‘Create Account for this Username’ you will be then asked to supply a password.  Please ensure you keep this password private.  

Once you have ticked the box to agree to the Terms and Conditions you can ‘Submit’ the order and the process is complete once you have entered your payment details.  

If you should have any further questions that are not covered in the subsequent FAQ’s please go to the ‘Contact Us’ page.

How do I Buy a Membership as a Gift?

Our Culture-all Passport, Sir Harold Hillier Gardens and Milestones Museum, Basingstoke Annual Passes are all set up as individual products and you just need to add the relevant product to your basket after entering the details of your chosen recipient.  

If you would like the Membership to be sent directly to them please ensure you select ‘Ship to a different address’ and enter their address details.  

If you are a returning customer and have already signed in using your account details you will need to click ‘Change’ underneath your details to amend the shipping address.  

Please ensure if you are sending the Membership direct to the recipient you only have this product in your basket.

All other memberships will need to be purchased and then distributed by the purchaser accordingly.

How do I Search for a product?

From the ‘Homepage’ you can search the entire shop for a product, just type in a description of what you are looking for and enter to get your results.  You can also choose to do an ‘Advanced Search’ whereby you can search by Product Code or Sub-Category for example.

eTicket FAQ’s

eTicketing is a new and exciting way to purchase a ticket to one of the many great events that happen across Hampshire every year.  

By purchasing your ticket online in advance you can avoid the queues and guarantee yourself a place at the event.

Purchase your ticket in the normal way within the Hantsweb Shop and once the payment has been processed you will be e-mailed a Receipt which contains your unique e-Ticket.  

Ensure you print this ticket out and bring it with you to your chosen event as it contains a unique barcode that will be scanned on arrival.

How do I Pay?

All orders placed must be paid for at time of order by Credit or Debit Card, we do not issue invoices even if it is an HCC site placing the order.  

Once you have clicked ‘Submit’ you will be taken to our online payments secure site managed by WorldPay. When you click ‘Proceed’, you will be taken to the WorldPay website, where you will be asked for your billing details and payment card details.  Methods of payment accepted are:  Diners Club, Mastercard, Visa and Visa Debit, Amex, Maestro and JCB.


We aim to dispatch all orders within 48 hours of placement. If after 7 days you have still not received your purchased items please use the contact form or telephone contact to advise this.  For delivery addresses outside the UK, please allow up to 21 days before contacting us.

 We dispatch all orders via Royal Mail and delivery charge will be made accordingly however many items or products in the shop have subsidised postage so no charge is made.  If a delivery charge is made this will be detailed in your total at the time of order submission.

Concessionary Pricing.

Some of our Memberships, Workshops and Courses do offer a concessionary price for those of a certain age.  Details of these discounts will be discounted in the product information.  If no concession is detailed it will mean that none is offered.

I have a Complaint.

Should you feel the need to make a complaint about the online shop please use the Contact Us from and you will be responded to immediately to try and resolve the issue.

 New Customers

Register a new account

You can register a new account on the online shop at any time, even if you don’t wish to place an order.  From the shop homepage you will see on the left hand navigation menu the Category ‘Log In’ one of the options is ‘Register’ click this link to register a new account.  Simply complete your name, address and email details and submit upon which you will be asked to create a UserName and Password, once done click submit and the account will be registered.

 My Account

How do I Sign In to my Account?

You can sign in from the homepage under the ‘Log In’ heading -  just click ‘Sign In’ and enter your UserName and Password.  

Alternatively you can sign in when you submit your order - again, just click ‘Sign In’ at the top of the page and enter your UserName and Password and it will automatically populate with your stored account and delivery details.

I have forgotten my Password! 

From the homepage under the ‘Log In’ heading just click ‘Forgot Password’ and complete your email address, we will then email you a new Password.  Use this Password to access your account and then select the option to change your Password in ‘Account Options’ to something that will be more memorable to you.  

The same process can be used during the order process when you will be asked to Sign In.

How Do I View my Order History?

Simply Sign In to your account and select the Order History tab at the top, this will detail out all your completed orders in date order.  You can then click on a individual order number to look at the order in more detail.

Change Delivery Address

Simply Sign In to your account and select the ‘Change Delivery Address’ tab, enter your new address details and click ‘Save’.

 Terms and Conditions

Read our Terms and Conditions.
See the bottom of the page for links to our Security & Privacy Policy and Accessibility Policy.

 Contact Us

Telephone Numbers and Contact Us.

If you have any other query that has not been answered by any of the FAQ’s detailed above, please don’t hesitate to contact us using the Hantsweb Shop Contact Form. Simply complete your details and submit and we will contact you within 48 hours of the query submission (please however allow a sensible timeframe during bank holiday seasons).

You can also contact us by telephone - 0370 779 0308.

If your question is not about the Shop but is about other Hampshire County Council services, please use the "Contact Us" link at the top of the page for general council contact details.