FAQs

UK Shipping and Delivery


WHAT DELIVERY OPTIONS ARE AVAILABLE?

We currently offer Standard Tracked, and Express shipping for delivery within the UK. Shipping costs are shown at the checkout prior to completing your order.

- FREE Standard Tracked Delivery - orders above £60 are eligible for free shipping in the UK
- Standard Tracked Delivery £3.95 – orders should arrive within 4-5 working days from the date of dispatch
- Express Delivery £4.95 - orders should arrive within 2-3 working days from the date of dispatch

All orders are sent using Royal Mail and you will receive an email confirmation once your order has been dispatched. This will also contain a tracking number so that you can track the status of your order.

Please be aware that we may need to contact you to confirm your identity and information relating to your order before it is processed and dispatched. Please ensure that your contact email address is correct at the time of ordering.

Non-UK Shipping and Delivery


WHAT DELIVERY OPTIONS ARE AVAILABLE?

The delivery options available depend on your shipping country. You will see your options at the checkout. Shipping costs are also shown at the checkout prior to completing your order. If your location is not listed, this means we do not currently ship there.

We use a large network of global delivery partners and a range of options to ensure you receive your order when expected. Delivery partners are allocated based on the selected delivery method and shipping destination. Once you have placed your order, you will receive an email confirmation. You will also receive an email once your order has been dispatched. This will also contain a tracking number so that you can track the status of your order.

Please be aware that we may need to contact you to confirm your identity and information relating to your order before it is processed and dispatched. Please ensure that your contact email address is correct at the time of ordering.

DO I NEED TO PAY DUTIES AND TAXES?

The amount of duties and taxes applied depends on the value of the order and the destination country/location. Import duties and taxes may apply upon receipt of non-UK orders. These duties and taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

- Country/location of origin of the purchased product
- Local VAT rates
- Local import taxes
It will be your responsibility to pay these charges if and when asked to by your local authorities.

Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package. All you need to do is prepay the duties at our checkout. If prepayment is supported for your order, then you will be quoted at the checkout.

Select this option if you wish to prepay duties and taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

ARE THERE ANY PRODUCTS NOT AVAILABLE FOR NON-UK DELIVERY?

There are some specific items that are only available for delivery within the UK. Any products that are not available for non-UK shipping are shown on the individual product pages.

For goods shipped outside of the UK, please note that any manufacturer warranty may not be valid; manuals, instructions and safety warnings may not be in destination country languages; the goods and accompanying materials may not be designed in accordance with destination country standards, specifications, and labelling requirements. You are responsible for assuring the goods can be lawfully imported to the destination country.

MY PACKAGE IS STUCK IN CUSTOMS, WHAT SHALL I DO?

We are unable to influence or control customs clearance, and any delays will be the result of inspections by the customs authorities.

As only the named recipient your order can make an inquiry with the local customs authorities, we recommend contacting them directly using the tracking reference number provided in your shipping confirmation email for further information.

I HAVE PREPAID MY DUTIES AND TAXES BUT HAVE BEEN CHARGED MORE

If you chose to prepay duties when you placed your order, you should not have to pay any additional fees. If this is the case, please contact us with information regarding the request, and we will be happy to assist further.

Orders


WHERE IS MY ORDER?

Please allow 2-3 working days after completing your purchase for your order to be dispatched. Orders containing personalised items may require additional processing time. Once dispatched, you will receive an email containing tracking information to follow delivery progress of your order. Please allow until the estimated delivery date for your order to be delivered.

UK customers can track the status of their order here.
Non-UK customers can track the status of their order here.

CAN I ORDER ITEMS ONLINE AND COLLECT THEM IN-STORE?

We do not currently offer store pick up for online orders.

THERE IS SOMETHING WRONG WITH AN ITEM IN MY ORDER, WHAT SHOULD I DO?

Please contact our Customer Services team for assistance, quoting your order number and reference to the error in your order.

CAN I CANCEL MY ORDER?

If you would like to cancel your order and it has not yet been processed, please contact our Customer Services team using the Contact Form. Once processed, orders cannot be adjusted. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or amend individual items on an order.

CAN I ADD AN ITEM TO MY ORDER LATER?

Unfortunately, you cannot add items to your order once you have checked out.

WHAT PAYMENT METHODS DO YOU ACCEPT?

UK customers: We accept all major debit and credit cards including Visa, Mastercard, Apple Pay, Google Pay and American Express. We do not currently accept payment via PayPal.

Non-UK customers: We use a large network of global payment providers in order for you to complete your purchase. Payment providers are allocated based on the selected shipping destination and are shown to you at the checkout.

CAN MY DELIVERY OR BILLING ADDRESS BE CHANGED?

If your order has not yet been shipped, we may be able to amend your delivery address; please note, we are unable to change the country of delivery.

For your financial security, we are unable to make any changes to the billing details after an order has been placed. If you have received an order confirmation, your order will be processed and any incorrect billing address information will not prevent dispatch.

Refunds and Exchanges


WHAT IS YOUR REFUND POLICY?

We want you to be happy with your purchase. If for any reason you are not, you have 30 days from receipt of goods to return it for a full refund. Your refund will be issued using your original payment method.

We aim to process refunds and exchanges within 5 working days on receipt of your package, however this may vary during our busy periods. Please ensure you obtain proof of postage from your post provider and retain it until after you are refunded. You will receive an email once your refund or exchange has been processed. Once processed, it can take up to 10 working days for the money to return to your account.

Products that are being returned must be in their original condition and packaging where possible. Some products are not eligible for a return - more information can be found further down this page. Exchanges can only be processed for items of the same monetary value.

HOW DO I RETURN A PRODUCT

UK Customers - please follow the instructions on the following link: Royal Mail Returns Portal

Non-UK Customers - please follow the instructions on the returns link here.

DO I HAVE TO PAY TO RETURN A PRODUCT

UK Customers - free of charge

Non-UK Customers
You are able to return your unwanted items using the returns link. You are able to use a local service to send your items back to us. Please note, we are unable to take liability for any returns that do not get delivered back to us.

ARE THERE ANY PRODUCTS I CAN’T RETURN?

The following items can only be exchanged if deemed faulty or not as described:
- Personalised items
- Cosmetics
- Earrings
- Food and drink
- Underwear
- Face coverings

Your statutory rights will not be affected.

HOW DO I EXCHANGE A PRODUCT?

UK customers:
Please use the Royal Mail Returns Portal to generate a label. Please also fill out the returns card, detailing your reason for returning and preferred resolution, and make sure to enclose this within your return package.
Please note, exchanges can only be processed for items of the same monetary value.

Non-UK customers:
If you are an non-UK resident, please use the Non-UK Returns Portal to return your items.
If you would like to exchange a product, please return your item and place a new order.

Please note, return shipping costs will not be refunded and any new orders will be charged for additional shipping and taxes.

CAN I RETURN A PRODUCT IN STORE?

All products purchased online, must be returned online, in accordance with this policy and cannot be returned or exchanged at Warner Bros. Studio Tour London or any of the Platform 9¾ store locations.

I HAVE BEEN SENT AN INCORRECT, DAMAGED OR FAULTY PRODUCT, WHAT SHALL I DO?

Please contact our Customer Services team using the Contact Form and we will resolve this for you.

WHAT DO I DO IF I HAVE LOST MY DELIVERY NOTES, RECEIPT OR RETURNS CARD?

If you need further assistance, please contact our Customer Services team.

Promo Codes and Vouchers


DO YOU SELL GIFT CARDS?

We do not currently sell gift cards, however this is something we are working on for the future.

MY WIZARDING WORLD BIRTHDAY DISCOUNT CODE ISN’T WORKING

If your Wizarding World Birthday Discount is not applying at the checkout, please check the following information:

- Your basket total meets the minimum required spend where applicable
- You are logged into the correct Wizarding World account that your discount email was sent to
- You have a valid address assigned to your account on our website

If the above points are all correct, and you are still unable to redeem your discount, please contact the Wizarding World team for more assistance here.

Products


WHERE CAN I FIND YOUR SIZE GUIDE AND CARE INSTRUCTIONS?

Size guides are available on most of our product pages; click on the last image within the product photos on each product page to see the size guide. We would also suggest reading the care label and washing instructions before washing any clothes.
Please note, due to personal preference, we are unable to recommend the most suitable clothing sizes.

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.

CONFECTIONERY

Due to shipping guidelines and restrictions, we are unable to deliver confectionery products to some locations. Any updates or changes regarding this will be communicated on our website.
Please note that warm weather may cause confectionery products to melt during transit.

HOGWARTS GIFT TRUNKS

The wood for the Hogwarts Trunks is an engineered wood and not cut from a tree. The material used is plywood. All fittings are lead free/Nk Free. Pu is REACH compliant.

To maintain the authentic look of your trunk we have used a waxy oil on all metal components. Care has been taken to remove any excess oil but please note some residual oil might still be present, so take care when near bare skin and light coloured upholstery.

All treatments and components that have gone into creating this trunk have been tested to ensure they are safe and not harmful to you or the environment.

Please note these products are not for everyday use and are a collectable item.

PERSONALISED PRODUCTS

CAN I USE CELEBRITY/CHARACTER NAMES AND/OR IMAGES FOR PHOTO UPLOADS?

You will need to use your own name and photo when personalising a product. If ordering as a gift, you will need to have the permission to use someone else’s photo. We would recommend that you do not use images or names of celebrities as these will not be accepted. Only a child’s parent or guardian can submit a photo/name on behalf of a child.

PERSONALISED CHOCOLATE FROG

The personalised Chocolate Frog is only available to purchase on our online shop and only available to UK customers.

Create Your Own Trunk


HOW DOES CREATE YOUR OWN TRUNK WORK?

To create your personalised gift trunk, you can select ‘Create Your Own Trunk’ and start building your trunk. Personalise your trunk with your initials and add in any items of choice through the Create Your Own Trunk pages.

HOW DOES THE CREATE YOUR OWN TRUNK DISCOUNT WORK?

UK Customers:
You will receive a discount on your personalised trunk subtotal;

Spend £100 and receive 10% off your trunk order
Spend £150 and receive 15% off your trunk order
Spend £200 and receive 20% off your trunk order

Non-UK Customers
Your discount thresholds for Create Your Own Trunk will be shown in your local currency.

WHAT IS THE DIFFERENCE BETWEEN A PRE-CURATED GIFT TRUNK AND MY PERSONALISED TRUNK?

Your personalised trunk can be made up of any selected items on the website, completely bespoke to you. Our pre-curated gift trunks are sold as they are stated on the website and the contents cannot be changed.

WHAT IS THE MINIMUM AND MAXIMUM ITEMS I CAN INCLUDE IN MY PERSONALISED TRUNK?

There is no maximum for how many items you can include. We recommend up to 18 items, however if these items do not fit inside your personalised trunk, they may be shipped separately.

There is no minimum for how many items you put inside your personalised trunk. You can checkout with your trunk and one other item, however you may not reach the threshold for the discount.

CAN I BUY INDIVIDUAL ITEMS IN THE SAME ORDER AS MY PERSONALISED TRUNK?

If you have chosen to Create Your Own trunk, any items that you add to your cart will automatically be included in your personalised trunk. At this moment in time, you are unable to checkout with a personalised trunk and any items outside of your trunk.

ARE THERE ANY ITEMS I CANNOT INCLUDE IN MY PERSONALISED TRUNK?

Yes. Unfortunately, at this moment in time, the Personalised Chocolate Frog with Wizard Card is unable to be included inside your personalised gift trunk.

CAN I CREATE MULTIPLE PERSONALISED TRUNKS?

No. Unfortunately at this time you are only able to create one personalised trunk per order.

Locations


- WARNER BROS. STUDIO TOUR LONDON – THE MAKING OF HARRY POTTER -

CAN I ORDER ITEMS ONLINE AND COLLECT THEM AT THE HARRY POTTER SHOP OR STUDIO TOUR?

All items ordered online are only available for delivery. Many of the items seen online can also be purchased at the Studio Tour or the Harry Potter Shop at Platform 9 3/4.

CAN I RETURN A PRODUCT AFTER A PURCHASE AT THE STUDIO TOUR?

Should you wish to return a product once you have left the Studio Tour, we will happily exchange or refund within 30 days of purchase provided your product(s) meet the below criteria and you have a valid receipt as proof of purchase. For returns by post, please contact us for further details of where to send your product(s). Please note while faulty products are eligible for freepost returns, you may be responsible for any delivery charges for returning non-faulty products.

Products must be unused, in their original condition including original packaging and tags. Unless faulty or not as described, we are unable to offer an exchange or refund on pierced jewellery, food and drink, face coverings, underwear, beauty products or bespoke products. If you are purchasing gifts for Christmas, any items purchased from the 1st November can be returned up to and including the 31st January.

For more information regarding Warner Bros. Studio Tour London – The Making Of Harry Potter, please click here.

- HARRY POTTER NEW YORK -

For more information regarding Harry Potter New York, please click here.

- THE HARRY POTTER SHOP AT KING'S CROSS -

WHAT ARE THE KINGS CROSS OPENING HOURS?

The Harry Potter Shop at Platform 9 ¾ opening hours are as follows:

Monday - Friday: 8am - 10pm
Saturday: 8am - 10pm
Sunday: 9am - 8pm
Bank Holidays: 9am - 8pm

DO I NEED A TICKET FOR THE TROLLEY PHOTO OPPORTUNITY AT PLATFORM 9 3/4?

You do not need anything at all for our trolley photo opportunity! Please do feel free to visit us at any time, subject to King’s Cross Station opening times.

TROLLEY OPENING TIMES

The trolley is available during store opening hours for you to take your own photos or one with our professional photographers, taken with your choice of house scarf. The Platform 9 3/4 wall sign is available after and before store opening hours while Kings Cross Station is open. Please note, the trolley is not available when the store is closed.

DO I HAVE TO PAY FOR MY OWN PHOTOGRAPHS AT THE TROLLEY?

No, you do not have to pay to take your own photographs at the trolley. However, you can also purchase your professional photo in store should you wish to.

HOW DO I ACCESS THE TROLLEY IN THE WALL DIGITAL DOWNLOADS?

Our Trolley in the Wall Photo Opportunity is operated by an external Photography provider, Image Insight. To access your downloads, please follow the link below and input your download code printed on your photograph receipt:

www.photo.imageinsight.com/platform934

- THE HARRY POTTER SHOP AT HEATHROW TERMINAL 5 -

The shop can be located on Level 3 of the Departure Lounge in Terminal 5. Please note, this is only accessible when travelling through the airport.

Opening hours are as follows:
Monday to Sunday: 05:30-22:00

For more information regarding the Harry Potter Shop at Heathrow Terminal 5, please click here.

ARE THE ITEMS SOLD AT THE HARRY POTTER SHOPS THE SAME AS THOSE SOLD ONLINE?

Not all items sold instore are the same as those on our Online Shop; these may differ in sizing, design, or price. For individual product queries, if not detailed in the product description, please Contact Us.

Please note, items may also differ from those at our other shops; as individual items may vary, we are not always able to offer an exchange or refund for a purchase made in another of our locations.

We are not able to process refunds or exchanges instore for any purchases made online – please follow our online returns instructions to return your order.

Contact Us


CONTACT OUR CUSTOMER SERVICES TEAM

If you have a question that is not listed, please contact us directly and we will be happy to assist. If you would like to get in touch with our Customer Services team, please Contact Us here.