Terms & conditions
Everything you need to know about our online shop website Terms and Conditions. These terms and conditions relate to the purchase of items on the Southbank Centre online shop only. These terms do not cover the sale of memberships, tickets to Hayward Gallery exhibitions or bookings for Southbank Centre events.
Your use of this website is subject to the following conditions and you should not use or purchase any items on this website unless you accept these conditions.
1.1. Southbank Centre Limited as corporate trustee of Southbank Centre accepts no liability to any person for loss or damages incurred as a result of reliance upon material contained at this website.
1.2. By logging on, you will be assuming all risks associated with use of the site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via the Southbank Centre Online Shop site or your access to it.
1.3. We are not responsible for the content of any linked sites and the inclusion of any link does not imply any endorsement of that linked site.
1.4. You will only use this website for personal private use.
2.1. To place an order through the Southbank Centre Online Shop, just add the items you want to buy to your shopping basket and follow the steps to fill out our secure online order form before paying.
2.2. After you place your order, we will acknowledge it and let you know whether or not we have accepted it by email. Once you have this confirmation of acceptance, a Contract will be formed.
2.3. You can view the details of your order by logging into your Online Shop account. Please note that this account is separate to that of the main Southbank Centre Website.
2.4. Stock availability is subject to change, we are not responsible for the accuracy of information or material accessed through the site. If an ordered item is not available due to a lack of stock availability, an alternative item option or refund will be offered by contacting you via email.
2.5. Orders may also be cancelled if we discover an error in the price or description of the product, if we are unable to meet a delivery deadline that we or you have specified, or if we run into unexpected limits on our resources.
3.1. If you wish to make a change to the goods you have ordered, please contact us as soon as possible mentioning your order number. If the change is feasible, we will inform you of any changes to the items' pricing, the date of their supply, or anything else that would be required as a result of your desired change and ask you to clarify whether you want to proceed with it.
3.2. If you wish to cancel your order, please contact us as soon as possible mentioning your order number. However, once the order has been dispatched it is not possible to cancel your order.
4.1. The product images on our website are only meant to serve as examples. While we have done our best to ensure that the colours are displayed accurately, we cannot guarantee that the colours displayed by a device will accurately reflect the colour of the goods. It is possible that some products have an assorted nature and it is not possible to display every single colour and / or size variation, therefore, a variation will be chosen at random upon order. Please read the product description to find out if the product you wish to order is assorted.
5.1. Payment is taken from your card once your order is placed and you have received your email confirmation.
5.2. Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested and depending upon availability.
5.3. Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, the Southbank Centre Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.
6.1. Southbank Centre Shop orders are generally sent via Royal Mail. If your order is international, we may send it via OCS Worldwide. Other delivery companies may also be used at our discretion.
6.2. We will make every effort to dispatch goods within 5 working days, provided the goods are in stock. We hope to achieve delivery to UK addresses within 7 working days from dispatch. However, this may vary in peak periods such as Christmas and during seasonal sale events. You will receive an email confirmation when your parcel has been dispatched.
6.3. International orders are generally sent by Royal Mail or OCS Worldwide and can normally be expected to arrive within 14 working days from dispatch.
6.4. 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 (outbound and inbound) where goods are returned as a result of non-payment of local duties and/or taxes.
6.5. If you are not home when the goods are delivered and the goods cannot be posted through your letterbox, a note will be left informing you of how to rearrange delivery or collect the goods from your local Royal Mail depot. If the goods are not collected within a reasonable time frame they will be sent back to us.
7.1. 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. 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.
7.2. Returns in store - online orders can be returned in person to our Southbank Centre Shop. Please remember to bring proof of purchase with you.
7.3. Exchanges - 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 and we’ll do our best to get one out to you upon receipt.
7.4. International returns - 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.
7.5. Exceptions - please note items excluded from this policy are items that are perishable or edible such as chocolates and items which have been sealed where the seal is broken (such as pierced earrings). These items are non-refundable and cannot be exchanged unless they are faulty or damaged.
7.6. Faulty - in the rare event that goods are delivered faulty or damaged please contact our Customer Services team by email email@example.com so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.
8.1. The text and images contained in this website belong to Southbank Centre and are protected by copyright and other intellectual property rights. You can print or download any part of these texts and images for personal use only and any copies must retain the copyright or other intellectual property notices contained in the original material. Any other use could lead to action or breach of copyright.
8.2. No part of this site may be reproduced by any process without written permission from Southbank Centre.
9.1. Comments and feedback are very important and help to improve the services delivered to all our customers. We encourage anyone who uses the services of Southbank Centre Online Shop to comment on their experience in a professional, consistent, accurate and honest way. We will reply to customers using their preferred method of communication and aim to do so within 10 working days; if this is not possible customers will be kept informed.
9.2. If you would like to send us some feedback please contact: