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 us with your order number, the items you wish to return, and the reason for the return. Once approved, please send your parcel, along with a copy of your order confirmation or packing slip, to the following address:
RETURNS Southbank Centre Shop, Royal Festival Hall Postroom, Belvedere Road, London SE1 8XX
We recommend you get a Proof of Postage from the Post Office, as we are not responsible for returned goods that are lost in transit. You will receive an email confirming the refund once your return has been processed, which will be within 14 days of us receiving the item(s). Please note, we do not refund the original shipping costs unless the item is faulty.
Returns in store
Online orders can be returned in person to our Southbank Centre Shop. Please remember to bring proof of purchase with you.
Please note if returning your order in store a refund will not be processed immediately and may take up to 3 working days.
Faulty items
You must report any faulty products to us within 14 days of delivery to be eligible for a return. Please email us a detailed description of the fault, along with a clear image, when you make your report.
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.
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)
If you want to exchange an item for a different size or colour, please return the original item to us and write your request on the paperwork included with your parcel. We will do our best to send out the new item as soon as we receive your return.
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.
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
