Delivery & Returns

Deliveries

Christmas last posting dates:

United Kingdom: 18th of December

European: 14th of December

For more information see Royal Mail last Christmas posting dates.

Free UK delivery on all orders over £30

Delivery Costs to UK

Up to £30

£3.00


Delivery Costs to Europe

Up to £50

£7.50

£50 - £100

£10.00

£100 - £200

£15.00

Over £200

£20.00


Delivery Costs Rest of the World

Up to £50

£10.00

£50 - £100

£20.00

£100 - £200

£30.00

Over £200

£40.00


There may be local duty and/or taxes payable on goods delivered outside the UK. Southbank Centre is not responsible for paying these charges.

Southbank Centre Shop orders are sent via Royal Mail.

UK orders are delivered within 3–6 working days
We will make every effort to dispatch goods within two working days, and hope to achieve delivery to UK addresses within seven days of receipt of your order, provided the goods are in stock. However, this may vary in peak periods such as Christmas and during seasonal sale events.

Europe and Rest of the World deliveries are sent by Royal Mail and can normally be expected to arrive within 7 days. However we ask that you allow 14 days from dispatch before contacting customer services.

Click and Collect - coming soon

Returns and Exchanges

Southbank Centre wants you to be totally satisfied with your order however if you are not, please return it to us in its original condition within 30 days of receipt and we will be happy to exchange it or give you a refund. In the case of refunds this will include the outbound delivery cost. Return postage charges are non-refundable unless your order was faulty or incorrect. We cannot offer refunds or exchanges on pierced jewellery.

1. Returns by post

  • Please email (or write) us within 30 days after receipt of order detailing your order number, products to be returned and reason for returning them. Please also include a copy of the order confirmation.
  • Send the package to: RETURNS Southbank Centre Shop Festival Terrace, Royal Festival Hall Postroom, Belvedere Road, London SE1 8XX.
  • Please ensure you obtain a Proof of Postage at the Post Office when you return the item(s). We cannot accept liability for returned goods lost in transit.
  • Southbank Centre will confirm the cancellation and refund, by email. All returns will be processed within 14 days of receipt.

2. Returns in store

Online orders can be returned in person to our Festival Terrace Shop at Southbank Centre. Please remember to bring proof of purchase with you. If you would like further information, please call our Customer Services team on +44(0)20 7921 0771, or email shop@southbankcentre.co.uk

3. Exchanges

If you require a different item, please return the original item and contact us or write your request on the paperwork that is sent with the parcel to request a different size/colour and we’ll do our best to get one out to you upon receipt.

4. International

International customs duties and sales taxes are not refunded for shipments outside the EU. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).

5. Exceptions

Please note: items excluded from this policy are items that perishable or edible such as chocolates and items which have been sealed where the seal is broken (such as pierced earrings). These items are non-refundable and cannot be exchanged unless they are faulty or damaged.

6. Faulty or Damaged

In the rare event that goods are delivered faulty or damaged please contact our Customer Services team on +44 (0)20 7921 0771 or email shop@southbankcentre.co.uk so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.

7. Payment

Payment is taken from your card once your order is placed and you have received your email confirmation.

Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested and depending upon availability.

Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, the Southbank Centre Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.

If you would like further information regarding the products or delivery options, please telephone our Customer Services team on +44 (0)20 7921 2000. 
Alternatively email shop@southbankcentre.co.uk . Please note our opening hours are seven days a week between 10:00-17:00 GMT.