FAQs

What Happened To...


WHAT IS THE HARRY POTTER SHOP

The Harry Potter Shop is the official online site for all your wizarding needs, housing ranges from Warner Bros. Studio Tour London, the Harry Potter shop at Platform 9 ¾ and Harry Potter New York in one place providing a magical shopping experience, packed with exclusive designs and fan-favourites.

WHAT HAPPENED TO WARNER BROS. STUDIO TOUR LONDON’S ONLINE STORE?

Warner Bros. Studio Tour London’s online product range is now available to browse as part of the Harry Potter Shop, as well as ranges from the Harry Potter shop at Platform 9 ¾ and Harry Potter New York all in one magical shopping experience. 
The shops at the Studio Tour remain open for visitors to discover a huge range of magical products and souvenirs. 

WHAT HAPPENED TO THE HARRY POTTER SHOP AT PLATFORM 9 ¾ ?

Harry Potter shop at Platform 9 ¾’s online product range is now available to browse as part of the Harry Potter Shop, as well as ranges from Warner Bros. Studio Tour London and Harry Potter New York all in one magical shopping experience. The Harry Potter Shop at Platform 9 ¾ locations in King’s Cross, Heathrow and Gatwick Airports remain open. Fans will still find the much-loved photo opportunity at King’s Cross allowing them to take their own photo at the trolley as it enters Platform 9 ¾. 

WHERE HAVE THE HARRY POTTER NEW YORK EXCLUSIVES GONE?

At the moment, our range of Harry Potter New York exclusive items are not available online. We’re working to make these available in the next few months. Keep an eye on our social channels for updates.

WHY HAS THE US WEBSITE BEEN REDIRECTED AND IS THIS A PERMANENT CHANGE?

This is a temporary operational change and the US store will be back online in the coming months.

Shipping and Delivery


WHAT COUNTRIES DO YOU DELIVER TO?

The Harry Potter Shop delivers to the following locations:

Andorra, Austria, Australia, Belgium, Bulgaria, Canada, The Channel Islands, China, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macao, Malaysia, Monaco, New Zealand, The Netherlands, Norway, Poland, Portugal, Romania, San Marino, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UK, USA, Vatican City

WHAT DELIVERY OPTIONS ARE AVAILABLE?

We currently offer Standard Tracked or Express Tracked shipping for delivery within the UK. Express shipping is not available for orders placed for international delivery. Shipping costs are shown at the checkout prior to completing your order.

Delivery times may vary depending on which delivery option is chosen at checkout and your location. Orders placed with UK Standard shipping should arrive within 3-5 working days from the date of dispatch; orders placed with UK Express shipping should arrive within 2-3 working days from the date of dispatch. Orders placed for international delivery should arrive within 7-10 working days from the date of dispatch. Please allow 2-3 days from the date of purchase for your order to be processed and dispatched. All orders are processed for delivery Mondays to Fridays (excluding public holidays).

All orders are sent using Royal Mail or DHL and you will receive an email to confirm once your order has been dispatched. This will also contain a tracking number so that you can track the status of your order on the delivery partner’s website.

We try to protect our customers from fraud. 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. We’re sorry if this delays dispatch but will make sure everything is done to minimise disruptions. Please ensure that your contact email address is correct at the time of ordering.

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

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

AN ITEM IS MISSING 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 48 hours after receiving your first package, please contact our Customer Services team using the Contact Form and we will resolve any issue as quickly as possible.

EU SHIPPING RATES

ZONE 1 - £14.95
Belgium (BE), Ireland (IE), Luxembourg (LU), Netherlands (Nl)

ZONE 2 - £16.95
France (FR), Germany (DE), Guernsey (GG), Jersey (JE), Monaco (MC), Turkey (TR)

ZONE 3 - £19.95
Austria (AT), San Marino (SM), Denmark (DK), Spain (ES), Finland (FI), Sweden (SE), Italy (IT), Vatican City (VA), Portugal (PT)

ZONE 4 - £19.95
Andorra (AD), Latvia (LV), Bulgaria (BG), Lithuania (LT), Croatia (HR), Poland (PL), Czech Rep., The (CZ), Romania (RO), Estonia (EE), Slovakia (SK), Greece (GR), Slovenia (SI), Hungary (HU)

ZONE 5 - £20.95
Gibraltar (GI), Liechtenstein (LI), Norway (NO), Switzerland (CH)

REST OF THE WORLD SHIPPING RATES

Australia (AU), Canada (CA), China (CN), Hong Kong (HK), India (IN), Israel (IL), Japan (JP), Macao (MO), Malaysia (MY), New Zealand (NZ), Singapore (SG), Taiwan (TW), Thailand (TH), United States (US)

Up to 500g - £9.95
Up to 1kg - £15.00
Up to 2kg - £18.00
Up to 4kg - £39.95
Up to 6kg - £45.95
Up to 8kg - £51.95
Over 8kg - £63.95

WHY AM I BEING CHARGED IMPORT TAXES AND DUTIES?

All customers are responsible for local import taxes and duties on their orders from 1st July 2021. All orders will be dispatched from the UK.

HOW MUCH WILL THE IMPORT TAX/DUTIES BE?

The import taxes and duties will differ depending on the content, size and weight of your order as well as your chosen delivery country, so we are unable to provide an estimated cost. You will be contacted by your delivery provider prior to delivery with the cost and how to pay. For more information, please check with your local customs department.

HOW LONG WILL SHIPPING TAKE?

All orders should arrive within 5-7 days of purchase. Please allow 5-7 days from the date of purchase for your order to be processed and dispatched. You will receive an email when your order has been dispatched. Please note you will be responsible for any import duties on your order.

All orders are sent using Royal Mail or DHL and you will receive an email to confirm once your order has been dispatched.  Depending on the postage service used, this may also contain a tracking number so that you can track the status of your order on the delivery partner’s website.

Once dispatched, please allow additional time for delivery, which is dependent on current demand.

ARE THERE ANY PRODUCTS NOT AVAILABLE FOR INTERNATIONAL DELIVERY?

Bottled Butterbeer and Nail Paint are currently only available for delivery within the UK. Any updates or changes regarding this will be communicated on our website.

If you are attempting to order items other than these and receive an error message that no delivery method is available, please contact our Customer Services team using the Contact Form and we will investigate further.

For goods shipped internationally, 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. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

CAN I STILL GET EXPRESS SHIPPING?

Yes, we offer Standard or Express shipping for delivery within the UK. We do not currently offer Express shipping for international orders.

DO YOU SHIP TO THE US AND CANADA?

Yes, we ship to the US and Canada. Import tax/duties currently apply.

Refunds and Exchanges


HOW DO I RETURN A PRODUCT?

We want you to be happy with your purchase. If for some reason you are not, you have 30 days from receipt of goods to return it for a full refund. Please follow these steps:

· Products must be in their original condition and packaging (where possible).

· Package the products securely.

· Return to the address provided on the returns card. Please allow 10 working days for UK returns to reach us. Returns may take longer for international
deliveries.

· You will receive an email once your refund or exchange has been processed. Some products are not eligible for a return- more information can be
found further down this page.

· Please note, if returning a product from outside the UK, you will be responsible for any return postage costs and import fees.

· Please ensure that you retain proof of postage from your post office and retain it.

DO I HAVE TO PAY TO RETURN A PRODUCT TO YOU?

For UK returns, our returns address is a Freepost address to allow you to return your order free of charge.

For international returns, you can pay to return your parcel using any postal service. If your order arrived faulty please contact our Customer Services team before sending it back. Return shipping costs will not be reimbursed.

ARE THERE ANY PRODUCTS I CAN’T RETURN TO YOU?

The following items can only be exchanged if deemed faulty:

·       Cosmetics

·       Earrings

·       Personalised items

·       Food and drink

·       Underwear

·       Face coverings

Your statutory rights will not be affected. The above items may be exchanged, if faulty.

HOW LONG DO I HAVE TO RETURN MY ORDER?

If not completely satisfied with our products you may return your order up to 30 calendar days after receipt of your product. You will receive a full refund for the products. If you are purchasing gifts for the holidays or 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, please return to the address on your returns card included, detailing your reason for returning and preferred resolution.

· 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 or any of the Platform 9¾ locations.

· International customers may be required to pay additional import fees for an exchanged item.

· Exchanges can only be processed for items of the same monetary value.

· Products must be in their original condition and packaging (where possible).

· Package the products securely.

· Return to the address provided on the returns card. Please allow 10 working days for UK returns to reach us. Returns may take longer for international
deliveries.

· You will receive an email once your refund or exchange has been processed. Some products are not eligible for a return- more information can be
found on this page.

· Please note, if returning or exchanging a product from outside the UK, you will be responsible for any return postage costs and import fees.

· Please ensure that you retain proof of postage from your post office and retain it.

HOW LONG WILL MY REFUND TAKE TO PROCESS?

We will credit your original method of payment within 5 working 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.

Once processed, it can take up to 10 working days for the money to return to your account.

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

If you have lost your delivery note, receipt or returns card, please contact our Customer Services team using the Contact Form.

I HAVE BEEN SENT THE WRONG PRODUCT, WHAT SHALL I DO?

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

Please ensure you include your order number and any other important details when submitting your request online so we can help resolve your issue as quickly as possible. Our Customer Services Team work through all cases in chronological order; you will receive an email with a case reference number once your form has been successfully received.

CAN I RETURN OR EXCHANGE PERSONALISED PRODUCT?

Due to bespoke nature of the product, we are unable offer refunds on personalised items. Personalised items can only be exchanged if deemed faulty.

CAN I CANCEL OR RETURN AN ITEM IN MY ORDER?

If you would like to cancel an item in 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. If you do remove an item from an order that has qualified for an offer or promotion (such as free delivery), the total of your order may be adjusted accordingly.  

If you would like to cancel your order, please Contact Us. Please note, we cannot cancel your order if it has already been processed. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or mend individual items on an order.

WHAT PAYMENT METHODS YOU DO ACCEPT?

We accept Visa, Master card and AMEX. We do not currently accept payment via PayPal.

KING'S CROSS SHOP RETURNS POLICY

In addition to your legal rights, The Harry Potter Shop is happy to accept returns for refund or exchange of unwanted items within 28 days of purchase.

·       Items must be unused, in saleable condition, and in the original packaging.

·       A receipt will need to be presented in-store for a full refund. Alternatively, upon proof of purchase, we may be able to offer you an exchange. Items purchased with a gift receipt may only be exchanged.

·       We reserve the right to refuse a refund or exchange without proof of purchase.

·       All refunds will be issued by original payment method.

·       For health and safety reasons, we are unable to accept returns of piercing jewellery, face masks, opened or unsealed beauty products, opened or unsealed confectionery.

·       We are unable to accept returns in-store for items purchased online unless otherwise stated.

Orders


WHERE IS MY ORDER?

If you have not received your order within the estimated time frame please contact us, including your name and order number.

All orders are sent using Royal Mail or DHL and you will receive an email to confirm once your order has been dispatched. Depending on the type of postage service used, this may also contain a tracking number so that you can track the status of your order on the delivery partner’s website. Once dispatched, please allow additional time for delivery, which is dependent on current demand.

OUT OF STOCK PRODUCTS

Stock levels may fluctuate depending on demand and any potential shipping delays from our suppliers, which are outside of our control. We are unable to provide a specific date on items will be available again and recommend that you continue to check our website on a regular basis. In the meantime, if you click on the item on the website, you can set up an in-stock notification. This will ensure that you are sent an email notification once the product comes back in stock.

Please note, our Customer Services Team are unable to advise on when a specific product may come back into stock.

HOW ARE TAXES APPLIED?

When ordering goods for international delivery you might be subject to import duties and taxes, which are levied once the goods reach the specified destination. You are responsible for any additional charges for customs clearance. Please bear in mind that we have no control over these charges. Customs policies can vary widely from country to country (or even state to state).

Please contact your local customs office for further information before placing your order as we cannot predict what these charges may be and are unable to offer any assistance on these processes.

Additionally, please note that when ordering for international delivery, you will be considered the importer of record and must adhere to all laws and regulations of the country in which you're receiving the goods.

Customs offices in some countries require the importer of record to provide a particular form of identification before releasing a parcel.

In addition, customs forms for international parcels will list the value of the contents of your order by product type. Various customs forms show the value of items included in the delivery by product type. We reserve the right to provide such information to customs in order to simplify the process for our customers or due to legal obligations. Customs can open and control packages. Please note that we have no influence over this process.

If an order is placed and restrictions that we were not aware of at the time the order was made are applied by the customs authority of the destination country, then we will cancel the order and return payment to you.

If you (or the recipient) wishes to return your order, you must request a refund of any customs duties and tax directly with your local customs office.

CAN I CANCEL MY ORDER?

If you would like to cancel an item in 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. If you do remove an item from an order that has qualified for an offer or promotion (such as free delivery), the total of your order may be adjusted accordingly.  

If you would like to cancel your order, please Contact Us. Please note, we cannot cancel your order if it has already been processed. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or mend 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.

I AM PAYING IN A FOREIGN CURRENCY, HOW WILL THIS BE PROCESSED?

All purchases through the Harry Potter Shop are currently in pound sterling (GBP) and will be subject to the local exchange rate.

Promo Codes and Vouchers


DO YOU SELL GIFT VOUCHERS?

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

HOW DO I APPLY MY WIZARDING WORLD GOLD DISCOUNT?

Wizarding World Gold members can log in using their membership details. Once logged in, Wizarding World Gold discount will be automatically to eligible products. This will also allow you to purchase items eligible for early access.

MY WIZARDING WORLD GOLD DISCOUNT WAS NOT APPLIED, WHAT SHOULD I DO?

Please ensure you are logged in to your Wizarding World Gold account on our website, and your membership is still valid. If you are still unable to apply your discount, please Contact Us.

Products


HOGWARTS GIFT TRUNKS MATERIALS

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.

CONFECTIONERY

Please note that warm weather may cause confectionery products to melt during transit.

IS EVERYTHING AVAILABLE TO ORDER?

Yes, everything on the site is available to order, subject to availability.

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 last image within the product photos on each product page to see this. We would also suggest reading the care label and washing instructions before washing any clothes.

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 USE CELEBRITY/CHARACTER NAMES AND/OR IMAGES IN MY PERSONALISED CHOCOLATE FROG CARD?

Due to the nature of the personalised Chocolate Frog, you will need to use your own name and photo. 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.

I HAVE ORDERED SEVERAL ITEMS FOR INTERNATIONAL DELIVERY IN THE SAME ORDER AS MY CHOCOLATE FROG, WILL I BE REQUIRED TO PAY IMPORT FEES ON BOTH PACKAGES?

You will be required to pay import fees on both packages – these are calculated by weight and contents of the order, so would not differ if all items were shipped together.

CAN I USE SOMEONE ELSE’S PHOTO AND NAME TO PERSONALISE AS A GIFT?

If you would like to purchase a personalised Chocolate Frog as a gift, please ensure you have permission to use another person’s image/name before submitting this. Only a child’s parent or guardian can submit a photo/name on behalf of a child.

IS THE PERSONALISED CHOCOLATE FROG EXCLUSIVE TO THE ONLINE SHOP, OR CAN I PURCHASE THIS IN STORE?

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

CAN I CHANGE THE CHOCOLATE FROG TEMPLATE PROVIDED?

The design on the templates themselves cannot be modified, only the area specifically designated for your chosen photo.

Visiting Our Stores


- HARRY POTTER NEW YORK -

WHAT IS HARRY POTTER NEW YORK?

Harry Potter New York will combine breath taking design, exciting interactive elements and exclusive products inviting fans into the Wizarding World in a way they have never before experienced. Spanning three floors and 20,000 sq. ft., the store will house the largest collection of Harry Potter and Fantastic Beasts products in the world.

WHERE IS HARRY POTTER NEW YORK?

Harry Potter fans will be able to visit the first official Harry Potter flagship store in the heart of New York City next to the iconic Flatiron building at 935 Broadway.

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

- THE HARRY POTTER SHOP AT KING'S CROSS -

WHAT ARE THE KINGS CROSS STORE OPENING HOURS?

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

Monday to Saturday: 08:00-20:00

Sunday: 09:00-20:00

Bank Holidays: 09:00-20:00

ARE LARGE GROUPS ALLOWED IN THE SHOP?

All are welcome to the Harry Potter Shop at Platform 9 3/4 in Kings Cross, however If you are with a group of 12 or more people, you may be asked to wait outside and enter the shop in smaller groups. This is to prevent overcrowding inside the shop, and to make sure all our customers have as an enjoyable experience as possible. Group leaders may speak to our security staff for further assistance. Group leaders are responsible for the well being of their group members. Groups will be expected to use the same entrance and exit to ensure the safety of everyone.

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.

IS THE TROLLEY OPEN AT ALL HOURS?

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.

DO I HAVE TO PAY TO TAKE 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.

Our professional photographs start from £9.50. We have bundle offers including 2 photographs for £15 and 3 photographs for £20. We also offer keyrings, magnets, and glass frames.

HOW LONG DO I HAVE TO WAIT FOR MY PHOTOGRAPH TO BE TAKEN?

Due to its popularity, the queue for the trolley can often be quite long. To avoid queuing for so long, arrive early, before 8am so you can be one of the first in the queue. School holidays and festive periods can also be very busy. Please note, during busy periods the Photo Opportunity Experience will close an hour before the advertised store closing times.

For more information regarding the Harry Potter Shop at King’s Cross, please click here.

- THE HARRY POTTER SHOP AT HEATHROW TERMINAL 5 -

WHERE IS THE HARRY POTTER SHOP AT HEATHROW?

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.

WHAT ARE THE HEATHROW TERMINAL 5 SHOP OPENING HOURS?

The Harry Potter Shop at Heathrow opening hours are as follows:

Monday to Sunday: 05:30-21:00

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.

The Making of HP Shop


CAN I VISIT THE SHOP AT THE STUDIO TOUR BUT NOT DO THE TOUR?

No, access to the Studio Tour shop is for ticket holders only due to strict planning regulations.

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, many of the items seen online can also be purchased during your visit to the Studio Tour.

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.

I SAW AN ITEM WHEN I VISITED THE STUDIO TOUR SHOP 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.

Contact Us


HOW CAN I CONTACT YOU?

If you would like to get in touch regarding a product or an existing order, please Contact Us here. Please provide the order number, where possible.