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Frequently asked questions


Once your order has been successfully submitted, an automated confirmation email will be sent to you. This email will contain all the important information regarding your order, including the order details and a unique order number. If for any reason you do not receive this email, please ensure to check your junk or spam folders first. If there is still no sign of the confirmation email, please do not hesitate to contact our team.

If you know of a specific item you have seen in our shop and you would like to purchase it online, please contact us as we may be able to fulfil your request.

Unfortunately, we are unable to deduct VAT when charging for goods, whether it is for online purchases or in-store transactions.


We ship worldwide although there may be some rare restrictions. If you're unsure on whether we ship to your location see the Royal Mail country guide.

There may be local duty and/or taxes payable on goods delivered outside the UK. Southbank Centre is not responsible for paying these charges. If these charges are not paid the parcel will get returned to Southbank Centre Shop and the goods will be refunded. Unfortunately, we are unable to refund delivery charges where goods are returned as a result of non payment of local duties and/or taxes.

Please note delivery to countries within the EU has been temporarily suspended until further notice. We are working hard to get things back up and running as soon as possible, and will keep you updated on any changes.

We offer free standard delivery for all orders over £60 in the UK. Delivery costs for orders under £60 in the UK is a fixed rate of £4.99. There may be specified delivery charges for certain products of high value and / or fragile nature which require insurance.

You can also use our free click & collect service which enables you to personally pick up your order from our Southbank Centre shop.

Outside the UK delivery charges are based on your total order value and destination, for more information please visit our Delivery & Returns page.

Please contact us as soon as possible after placing the order to make sure we can make this change.

Unfortunately, this is not always possible as our team works promptly to process online orders. We are unable to change your address or cancel your order once it has been dispatched.

You will receive an automated email from Southbank Centre shop confirming the dispatch of your order. Please make sure to check your spam or junk mail folder if you haven't received it.


Members receive a specific promotional code which they can use at checkout to redeem their 20% discount.

Make sure you stay up to date with membership emails to be notified about special offers and discounts online and in the shop. If you have not yet received your discount code, please email with you membership number to receive yours.

*Some exclusions apply
Discount excludes cameras, artist editions and sale items.
20% discount on Jellycat products applies only in-store.

If you would like to become a member please visit our membership page.

Southbank Centre credit vouchers can be exchanged for tickets to events and exhibitions, or towards a Southbank Centre Membership. They can't be used in the Southbank Centre Shop or food outlets on-site.

There are a variety of events available in the What's On section of our main website. Once tickets have been added to your basket you will be able to spend the credit voucher at the checkout.

Orders of £60 or higher are eligible for free delivery within the UK. This promotion is automatically applied at checkout.


Our shops are currently open from Wednesday to Sunday. Each shop has different opening hours, for precise information please see about our shops page.

Please be aware that our opening hours may differ during specific times of the year, such as Christmas, and we might occasionally close due to on-site events.

No, we are now cash-free and unable to accept cash payments across our site.

The whole Southbank Centre site is accessible, including our shops. Lifts are available in both the Royal Festival Hall and the Hayward Gallery for easy access.

Accessible toilets are also available on-site.