We want you to be happy with your order. If something isn’t right, you have 30 days from the day you receive it to send it back for a full refund.
Returning from within the UK: UK returns are free of charge.
• Make sure the item is unused and in its original condition, with tags attached and original packaging.
• Generate your free returns label through our online returns portal, and include your returns card in the parcel. If you don’t have your card, enclose a note with your order number, name and the reason for your return.
• Hold on to your proof of postage until your refund has come through.
Returning from outside the UK: generate your address label and returns form through our online returns portal and pop the form inside your parcel. You’ll need to send your return back using your own local postal or courier service, and the cost of return postage is yours to cover. We can’t take liability for any returns that don’t reach us, so we’d recommend a tracked service.
There are maximum weight and size limits for returns, which are shown when you create your return.
Refunds are made to your original payment method. We aim to process them within 10 working days of your return reaching us, though this can take a little longer during busy periods, and you’ll get an email once it’s done. If you used a discount on your order, we’ll refund the amount you actually paid.
Items we can’t refund (unless faulty or not as described): personalised items, food and drink, cosmetics, pierced jewellery, and anything that’s been used, worn, opened, scratched, or has damaged or missing tags. Your statutory rights aren’t affected.
Exchanges: we only offer exchanges where an item is faulty or damaged. For anything else, we’ll process a straight refund, so just place a new order for the item you’d like.
Online orders are returned by post and can’t be returned or exchanged in our stores or at the Warner Bros. Studio Tours.
