Refund policy

Returns

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Items that have been sealed for hygiene reasons, where the seal has been broken, such as beauty products, soap and pierced earrings
  • Books with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Returns by post

Please email (or write) us within 28 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, 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. Please note shipping costs are non-refundable.

Returns in store

Online orders can be returned in person to our Southbank Centre Shop. Please remember to bring proof of purchase with you.

More information

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at shop@southbankcentre.co.uk

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded however we can offer an exchange within 28 days of receipt.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@southbankcentre.co.uk and send your item to: Southbank Centre Shop, Royal Festival Hall Postroom, Belvedere Road, London, SE1 8XX.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Still need assistance?

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