Harry Potter and the Cursed Child UK Online Store

Official Merchandise

FAQS


Please see below our most frequently asked questions. If you still can't find the answer you're looking for, email us at orders@cursedchildstore.co.uk.

 SHIPPING AND DELIVERY 

Where do you ship to?
We deliver to the following countries; Austria, Australia, Andorra, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, South Africa, Sweden, Switzerland, Turkey, United Kingdom, and United States.

Do you ship to PO box addresses?
Unfortunately we are unable to ship to PO box or army post addresses.

How long does it take to receive a parcel?
UK delivery is typically via Royal Mail, and can take between 3-5 working days.

International delivery is based on weight; Delivery time is estimated at 5-10 Days (depending on country or state) All USA/Canada deliveries are sent via UPS.

Can I get next day delivery?
Unfortunately we do not currently offer next day delivery.

Where is my parcel?
If you have not received your parcel within the estimated time frame please email us at orders@cursedchildstore.co.uk.

REFUNDS AND EXCHANGES

What is your returns policy?
You have 28 days from receipt of goods to notify us if you wish to exchange an item or simply return it for a full refund, less the original delivery charge. Please note all items and merchandise that are purchased from our store in the Palace Theatre can only be returned or exchanged online via orders@cursedchildstore.co.uk.


All UK returns are free.
To return or exchange an item bought online, please attach the returns slip enclosed with your purchase and attach to the outer packaging. Simply return your parcel to the post office making sure to get a proof of postage. If apparel, the item cannot be worn or washed. A damaged or defective item can only be replaced for the same item. Another item cannot be substituted in place of a damaged or defective item.

To return or exchange an item bought at the theatre, please send a picture of your item and proof of purchase to orders@cursedchildstore.co.uk. Please note, items bought in-store can only be exchanged for the exact same product (for apparel this means you can only exchange the size of a product, but not colour). If apparel, the item cannot be worn or washed. A damaged or defective item can only be replaced for the same item. Another item cannot be substituted in place of a damaged or defective item.

Overseas Returns & Exchanges

To return an item please email orders@cursedchildstore.co.uk to organise your return. 
To make an exchange from overseas, we recommend that you return your item, and then buy the item again should you wish to. If you return your item you will be refunded, then charged again if you reorder.

 Please note that jewellery is non-refundable 

How long does a return/exchange take?
A return or exchange time will be dependant on the country you are sending it from. For the UK we estimate 1 week, for Europe and the USA 2 weeks.

What do I do if my product is faulty?

Please email orders@cursedchildstore.co.uk, with receipt/proof of purchase and pictures of damage or fault. A replacement will be sent out to you the next working day. You may be asked to return the product using a freepost returns label.

Why can’t I return jewellery?

Unfortunately, for Health and Safety reasons, jewellery is not returnable or refundable unless faulty.

Can I take my online order to the store to return exchange?

Unfortunately not; please send all online orders back to our warehouse together with the returns card inside to arrange return or exchange. For freepost returns label, please email orders@cursedchildstore.co.uk.


ORDERS

Can I pre order products?
We do not currently offer pre orders at the moment.

Can I add an item to my order?
Unfortunately you cannot add items to your order once you have checked out.

Can I cancel my order?
We may be able to cancel your order if it has not already been sent out. If you would like to cancel your order please send us an email at orders@cursedchildstore.co.uk or call us on 0044 (0) 20 3196 7375
as soon as possible. Please note we cannot cancel your order if it has already been sent.

PROMOTIONAL CODES AND VOUCHERS

Do you sell gift vouchers?
Currently we do not sell gift vouchers, however this is something we are working on.

Where do I enter my promotional code?
At the checkout, above your subtotal is a box in which you can enter any discount codes.

My promotional code was not applied, what should I do?
If you entered the promotional code and it did not apply it to the total please double check that you have the correct code or that it has not already expired. If checked and the code is still not working, please contact us on orders@harrypotter934.com

THE PALACE THEATRE 

When can I buy from the Palace Theatre?
The Harry Potter and the Cursed Child Store is currently open to ticket holders only. The store is available 1 hour before show time, during the 15 minute interval, and 20 minutes after the show.

Can I still buy merchandise if I'm not a ticket holder?
Unfortunately the store is exclusively open to on the day ticket holders only.


CONTACTING US

Can I leave feedback?
If you would like to leave feedback on a certain product; you are able to write reviews on the product page. If have any overall comments or feedback you would like to make, please email them to orders@cursedchildstore.co.uk.

How can I contact you?
If you have any queries please email orders@cursedchildstore.co.uk or call us on  0044 (0) 20 3196 7375 – lines open 8:30am - 5:00pm Monday to Friday. Telephone line is unavailable during bank holidays. If your query is to do with an order please provide the order number where possible.