How do I return a product?
We want you to be happy with your purchase. If for some reason you are not, please follow these steps:
- Products must be in their original condition (where possible).
- Complete the returns slip enclosed with your order.
- Enclose the returns slip with the product and package securely.
- Return to the address printed on the bottom of the returns slip.
Please ensure that you obtain proof of postage from your post office and retain it.
Do I have to pay to return a product to you?
Yes. Your statutory rights will not be affected.
Are there any products I can't return?
We do not accept returns on any confectionery items, personalised products, cosmetics and earrings for hygiene reasons. Your statutory rights will not be affected.
How long do I have to return my order?
If not completely satisfied with our products you may return your order up to 28 calendar days after receipt of your product. You will receive a full refund for the products. If you're purchasing gifts for Christmas, any orders placed from the 1st November can be returned up to and including the 31st January.
How do I exchange a product?
If you would like to exchange your item then please use your return slip and state the reason for the exchange. Once received, we will then send out your new product.
For any further exchanges on the same order, the postage will be charged again.
All products purchased online, must be returned in accordance with this policy and cannot be returned or exchanged at Warner Bros. Studio Tour London.
Can I return or exchange a product via Warner Bros. Studio Tour London instead of via post?
No, unfortunately we are unable to refund or exchange products purchased online at the Studio Tour.
How long will my refund take to process?
We will credit your original method of payment within five days of our receipt of the products returned. Please ensure you obtain proof of postage from your post provider and retain it until after you are refunded.
What do I do if I have lost my delivery notes or receipt?
If you have lost your delivery note or your returns label 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, Unit 2, Ventura Park, Colney Street, Radlett, AL2 2EB. Please retain proof of postage.
I have been sent the wrong product, what shall I do?
Please contact us and we will resolve this for you as soon as possible.
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. We are happy to exchange your gift for an item to the same value. To do this, please return your products with a note detailing your name, address, order number and reason for exchange sent to Warner Bros. Studio Tour, Unit 2, Ventura Park, Colney Street, Radlett, Al2 2EB. Please retain proof of postage.
Can I return or exchange personalised product?
Due to bespoke nature of the product we are unable offer refunds or exchanges unless faulty.