Refund policy

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.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please email us within 14 days after receipt of your 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.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make the necessary arrangements for a replacement or refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products and pierced jewellery). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If you are approved, then your refund will be processed automatically to your credit card or original method of payment.

Please allow us up to 10 working days to process your refund and please remember it can take some time for your bank to process and post the refund too.