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We trust you're satisfied with your purchase, but if you've had a change of heart or encountered any issues with your item, here's everything you need to make a return.
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please email us within 14 days after receipt of order detailing your order number, products to be returned and reason for returning them.
Once we approve your return, please send the package including a copy of the order confirmation or packing slip 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.
Online orders can be returned in person at our Southbank Centre Shop, Mandela Walk. Please remember to bring proof of purchase with you.
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. We’ll do our best to get one out to you as soon as possible upon receipt.
International customs duties and sales taxes are not refunded for international shipments. 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). This may result in the order being returned to you.
We can only offer refunds for regular priced items that are returned. However, sale items can be exchanged within 28 days of receipt.
The following items are also excluded from our returns policy:
- Perishable or edible items such as plants and food.
- Products sealed for hygiene reasons, but have been opened, such as beauty products, soap, or pierced earrings.
- Vinyl records that have been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
These items are non-refundable and cannot be exchanged unless they are faulty upon receipt.
In the unlikely event that you receive goods that are faulty or damaged, please contact us as soon as possible so that we can make the necessary arrangements for a replacement or refund. Goods are deemed faulty if they are received in a damaged state or if a manufacturing fault occurs within 6 months of purchase. Please remember that items damaged due to wear and tear will not be eligible for a replacement or refund.
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 automatically to your credit card or original method of payment, within a certain amount of days.
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
