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Refund policy

Returns, refunds & exchanges

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, flammable liquids or gases and pierced jewellery.

Additional non-returnable items:

  • Gift cards
  • Some health and personal care items
  • 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

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. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable).

Once we approve your return, please send the package including a copy of the order confirmation or packing slip to:

Southbank Centre Shop, Royal Festival Hall Postroom, Belvedere Road, London, SE1 8XX.

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.

In the event that you have not received a refund yet, we kindly request that you verify your bank account for any recent transactions. Once you have done so, we advise getting in touch with your credit card company to check on the official posting of the refund. It is important to note that there might be a slight delay before the refund is processed. Furthermore, we recommend reaching out to your bank for additional support as they might require some processing time before the refund is visible on your account.

If you’ve done all of the above and you still have not received your refund, please contact us.

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

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

The delivery time for your exchanged product may vary depending on your location.

You will need to bear the shipping expenses for returning the item. It is important to mention that shipping costs are non-refundable, except in cases where the product is found to be faulty.

If the value of your item is over £50, we highly recommend using a trackable shipping service or purchasing shipping insurance. Kindly be aware that we are unable to assure the safe receipt of your returned item.