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Frequently Asked Questions

Can I exchange or return the items I purchased online at the Studio Tour?

The Studio Tour Shop and the Online Shop operate separately. Therefore it is not possible to return items you purchased online to the Studio Tour Shop.  To view our online shop returns policy, please click here:

What payment methods do you accept?
We accept VISA, VISA Debit, MasterCard, Debit MasterCard & Maestro. We do not accept PayPal.

I’ve lost my returns slip. How can I get a new one?
If you have lost your returns slip, please return your products with a note detailing your name, address, order number and reason for returning.  This should then be sent to Warner Bros. Studio Tour, 1 Apollo Rise, Southwood, Farnborough, GU14 0GT.  Please retain proof of postage.

Can I purchase items and Studio Tour tickets at the same time and pay postage once?
The Studio Tour Shop and the Online Shop both operate separately and therefore we are unable to group items together.  However, when you purchase your Studio Tour tickets you have the option to collect these free of charge on arrival.

Can I order items online and then collect them at the Studio Tour?
No, this is not a service we currently offer.  However, you can purchase all items you see online and more during your visit to the Studio Tour, with the exception of our Double Chain Necklace and Warner Bros. Studio Tour Logo Stationery Set - these are online exclusives.

Are the prices the same online as they are at the Studio Tour?
Yes, the prices are the same online as they are at the Studio Tour shop.

Can I just visit the shop at the Studio Tour shop but not do the tour?
No, access to the Studio Tour shop is for ticket holders only due to strict planning regulations 

I saw an item when I visited the Studio Tour but I cannot find it online. Is it possible to request?
No, all items that are not available online are exclusive for our Studio Tour visitors.  Keep checking the websites for any updates we may make in the future.

Do you post to outside the UK?
We currently ship to Australia, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Portugal, Spain and Sweden.

Can I request that my items are gift wrapped?
We are currently investigating gift wrapping opportunities.  Please keep checking the website for further updates.

I have been given a gift purchased from the Studio Tour online shop but I no longer want it.
We are only able to issue refunds from the person who purchased the items for security reasons.
However, we are happy to exchange your gift for an item to the same value.  Please visit out returns policy page for further information on how to do this.

I'm missing an item from my order, what do I do?
We may have sent your items in separate parcels so please allow 48 hours for remaining items to arrive. If the remaining items are still missing after 48 hours from receiving part of the order please contact customer service team and we will resolve the issue as quickly as possible.

What do i do if I receive a faulty item in my order?
As soon as you discover a fault, please email our customer service team. We'll get back to you as soon as we can.

Where can I find your size guide and care instructions?
We have size guides available on most of our product pages. Just click on the 'Size Guide' button on each product page and the pop up window will appear with measurement details. Our care instructions can be found below the description on each product page. We would also suggest reading the care label and washing instructions before washing any clothes.

Why can’t certain items be shipped to my delivery address?
Due to the size restrictions, some of our products qualify for UK delivery only.

Do you offer wholesale purchases to other retailers or traders?
Our merchandise is offered directly to the public and we encourage all customers to purchase from our online shop to ensure they are buying authentic merchandise. We do not supply on a wholesale basis. We reserve the right to cancel orders at any time.

Can I speak to your customer service team?

If you have a question that isn't answered on our FAQs page, please contact our Customer Service Team on +44 (0)208 174 4959
Phone lines are open from 8am to 8pm Monday to Saturday, and 9am to 6pm on Sunday. Please note that on Friday 2nd August, amended operating hours are in place, and lines will be open 8am to 6pm.