By using this website and placing an order, you agree to the following terms and conditions.

1.1. Southbank Centre Limited as corporate trustee of Southbank Centre accepts no liability for any loss or damage you may suffer from relying on the information on this website.

1.2. You use this site at your own risk. We are not responsible for any damage to your computer, software, or data from viruses or other harmful code that you might get from using our website.

1.3. We are not responsible for the content of any external websites we link to, and a link does not mean we endorse that site.

1.4. This website is for your personal, private use only.

2.1. To place an order, simply add items to your shopping basket and complete our secure online checkout form.

2.2. After you place your order, we'll send an email to confirm if it has been accepted. Once you receive this confirmation, a binding contract is formed between us.

2.3. You can view your order details at any time by logging into your Online Shop account. This account is separate from the main Southbank Centre website.

2.4. All items are subject to availability. If an item you ordered is out of stock, we will contact you by email to offer a suitable alternative or a full refund.

2.5. We reserve the right to cancel an order if we find an error in the price or description, if we can't meet a specified delivery deadline, or if we face unexpected resource limitations.

3.1. If you wish to change your order, please contact us with your order number as soon as possible. We will let you know if the change is possible and if it affects the price or delivery date. You will then need to confirm if you wish to proceed.

3.2. To cancel your order, please contact us with your order number as soon as possible. We are unable to cancel an order once it has been dispatched.

4.1. We make every effort to ensure all product descriptions, prices, and images on our website are accurate. However, please be aware that images are for illustrative purposes only, and actual colours may vary due to screen displays. Minor variations are also expected, particularly in handmade goods and artworks (including editions) as they are unique. Some products are also available in assorted designs, colours, or sizes; in these cases, a variation will be chosen at random. Please check the product description to see if an item is assorted.

5.1. Payment: Your card will be charged once your order is placed and confirmed by email.

5.2. Refunds: Any refunds will be credited back to the original debit or credit card used for the purchase.Once we receive your returned item(s), we will process your refund or replacement, depending on availability. Refunds will be issued within 14 days of our receipt of the returned goods.

5.3. Return Postage: We will only refund postage costs for items that are defective or were incorrectly sent from the original order. If you fail to return goods at your own expense, we reserve the right to charge you for the direct cost of their recovery and deduct this from any refund owed.

6.1. We aim to dispatch all in-stock orders within 5 working days. You will receive an email confirmation once your parcel has been dispatched.

• UK Orders: We typically use Royal Mail, and you can expect delivery within 7 working days from dispatch. Other delivery companies may also be used at our discretion.
• International Orders: Orders are generally sent via Royal Mail or OCS Worldwide, with an estimated delivery time of 14 working days from dispatch.

Please note, delivery times may be longer during peak periods, such as Christmas or seasonal sales.

6.2. Customs and Duties: For all orders delivered outside the UK, you may be required to pay local duties or taxes. These charges are your responsibility. If you refuse to pay these fees, the parcel will be returned to us, and we will only be able to refund the cost of the goods, not the delivery charges (for both the outbound and inbound postage).

6.3. If you are not available to receive your parcel, the courier will leave a note explaining how to rearrange delivery or collect the package from your local depot. If the goods are not collected within a reasonable time frame, they will be sent back to us and we will only be able to refund the cost of the goods, not the delivery charges.

7.1. How to Return by Post: You can return items by post within 28 days of placing your order. Please ensure that the item is returned in its original condition and packaging. Failure to do so may result in the return being refused and returned to you.

To start the process, 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.

7.2. In-Store Returns: You can also return online orders in person at our Southbank Centre Shop, Mandela Walk. Please remember to bring your proof of purchase with you.

7.3. Exchanges: 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.

7.4. International Returns: Please be aware that customs duties and sales taxes on international shipments are not refundable. When returning items from outside the UK, you must complete a customs declaration form and clearly mark the package as "returned goods." We will not cover any customs fees to receive your return, which may result in the package being sent back to you.

7.5. Faulty Products: 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.

8.1. Unless we state otherwise, discount codes cannot be used with any other promotion, including sale items, limited edition artworks, or Jellycat products.

8.2. Members’ 15% Shop Discount: This offer is available to Southbank Centre Members only and is available in-store and online at shop.southbankcentre.co.uk. To redeem this offer, please apply your members’ discount code at check-out. Check your weekly Members email to find the online discount code or show evidence of your Membership inside our shops. This discount excludes cameras, artist editions unless specified otherwise, sale items, and the 15% discount on Jellycat products applies only in-store.

8.3. New Subscribers Welcome Discount – 10% off your first order: This offer is available exclusively to new email newsletter subscribers and applies to their first purchase from our online shop shop.southbankcentre.co.uk. To redeem the discount, please apply the discount code found in your welcome email at check-out. This discount excludes cameras, Jellycat, artist editions and sale items.

8.4. We reserve the right to decline any order where we believe the discount code is invalid. We can also change or withdraw any promotional offer at any time.

9.1. The text and images on this website are the property of Southbank Centre and are protected by copyright. You can print or download this material for your personal use only, provided you keep all original copyright notices. Any other use may be a breach of copyright.

9.2. No part of this website may be reproduced without our written permission.

10.1. Your comments and feedback are very important to us as they help us to improve our services. We encourage all customers to share their experiences in a professional, honest, and accurate way. We aim to respond to you within 10 working days using your preferred method of communication.

10.2. If you would like to send us feedback or get in touch with us, please contact us at: shop@southbankcentre.co.uk