Please see below our most frequently asked questions. If you still can't find the answer your looking for then email us at email@example.com.
VISITING OUR STORE
What are the shop opening hours?
Our regular opening hours are as follows:
Monday 8am - 10pm
Tuesday 8am - 10pm
Wednesday 8am - 10pm
Thursday 8am - 10pm
Friday 8am - 10pm
Saturday 8am - 10pm
Sunday 9am - 9pm
Please note, special opening hours are in effect over the Christmas period:
December 24th 8am - 8pm
December 25th Closed
December 26th Closed
January 1st 8am - 8pm
Are large groups allowed in the shop?
All are welcome to the shop, however If you are with a group of 12 or more people, you may be asked to wait outside and enter the shop in smaller groups. This is to prevent overcrowding inside the shop, and to make sure all our customers have as an enjoyable experience as possible. Group leaders may speak to our security staff for further assistance. Group leaders are responsible for the wellbeing of their group members. Groups will be expected to use the same entrance and exit to ensure the safety of each individual.
SHIPPING AND DELIVERY
Where do you ship too?
We deliver to the following countries; Andorra, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, and United States.
We do not ship to PO box addresses.
Please Note Life Size Cardboard Cut Outs cannot be shipped internationally due to Royal Mail Shipping Restrictions
Do you ship to PO box addresses?
Unfortunately we do not ship to PO box address
How long does it take to receive a parcel?
Delivery is typically via Royal Mail, and can take between 3-5 working days.
USA/Canada delivery is based on weight, Delivery time 5-10 Days (Please note this may vary depending on the state) All USA/Canada Deliveries are delivered by UPS
Can I get next day delivery?
Unfortunately we do not offer next day delivery
Where is my parcel?
If you have not received your parcel within the estimated time frame please email us at firstname.lastname@example.org
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.
To return an item, 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. Items and Merchandise that are purchased from our store at Kings Cross can only be returned or exchanged in store.
Please note that earrings are 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?
If your product is faulty please send your product back along side the returns form stating the product is faulty.
Why can’t I return jewellery?
Unfortunately Jewellery is non refundable.
Can I take my online order to the store to return exchange?
All online orders will need to be sent back to our warehouse using the returns slip inside. We cannot process online returns in store.
Can I pre order products?
Preorders are available on select products at select times. Make sure to sign up to our newsletter to be kept up to date on exciting new products.
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 email@example.com 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 firstname.lastname@example.org
The Trolley photo opportunity
Do I need a ticket for the trolley photo opportunity at Platform 9 3/4?
You do not need anything at all for our photo op! However to avoid queues, please take a look at our VIP lanyard that allows you queue jump at the trolley. To see this product please click here.
Is the trolley open at all hours?
The trolley is open at all hours for you to visit, however if you want your professional photograph taken with your chosen house scarf then you will need to visit between 9am-9pm.
Do I have to pay to take my own photographs at the trolley?
You do not have to pay for your own photographs at the trolley. You can however purchase your professional photo in store should you wish to.
How long do I have to queue for my photograph to be taken?
Due to its popularity the queue for the trolley can often be quite long. To avoid queuing for so long, arrive early before 9am so you can be one of the first in the queue. As you can understand school holidays and festive periods can also be a very busy time. If you would like to jump the queue please take a look at our VIP photo pass lanyard that allows you skip to the front of the queue no matter what time you arrive.
How much does a photograph cost?
Our professional photo costs only £9.50. We also have offers including 2 photographs for £15 and 3 photographs for £20. We also offer a key ring and magnet set as well as a glass frame.
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 the, to email@example.com
How can I contact you?
If you have any queries please email firstname.lastname@example.org or call us on 0044 (0) 20 3196 7375 – lines open 10:30-12:30 Monday to Friday.
If your query is to do with an order please provide the order number where possible.