The Harry Potter Shop at Platform 9 ¾

Returns Policy

Our UK and international online returns policy

Online Returns Policy 

If you are unable to find the answer you were looking for below, please contact us at orders934@warnerbros.com, quoting your order number where possible.

 

UK returns

 

How do I return a product?

Here at The Harry Potter Shop at Platform 9 3/4 we want you to be happy with your purchase from us, but if for whatever reason you are not, please follow the steps below:
Where possible, products must be in their original condition and packaging.
Complete the returns card included with your order.
Enclose the completed returns card with the product and package both securely.
Attach the freepost label to the outside of the package.


Please ensure that you obtain proof of postage from the post office. Once we receive your product/s back, you will be refunded to your original payment method, minus the shipping fee you paid.

 

How long do I have to return my order to you?


If not completely satisfied you have up to 28 calendar days after receipt of your products to return them to us. You will receive a full refund for the products, minus the original delivery cost.

 

Do I have to pay for the return?

Absolutely not, please use the freepost label contained within your order, or use the Freepost address below if you don’t have one.

 

Can I exchange my product for another item?

Exchanges can only be given to items which arrive damaged or defective upon delivery to you. These can only be exchanged for the same item. Just follow the above steps, and remember to mark your product as an exchange rather than refund on the returns card.

 If you have an incorrect clothing size, this can be exchanged for a different size of the same piece of clothing. Clothing can only be exchanged if it is unworn and unwashed.

 

What products am I unable to return?

Unless damaged upon delivery, you are unable to return confectionery or earrings due to hygiene reasons.

 

Do you offer an extended Christmas returns policy?

Any orders placed from the 1st November can be returned up to and including 31st January.

 

Am I able to return/exchange an on-line order in store?

All online purchases must be returned following the above steps.  Unfortunately they cannot be accepted in store.

 

How long will my refund take to process?

You will receive your refund to your original payment method within 5 working days of receiving your return. Please make sure you obtain proof of postage from the post office and retain it until you receive your refund.

 

What do I do if I have lost my returns card?

If you have lost your returns card, package your products securely with a note detailing your full name, order number, order date, and reason for returning. This should then be sent back to us using the freepost label included in your order.  

If you have lost your freepost label, you can send your order back to us using the below address: Freepost RTXK-YXGR-ETGB, The Harry Potter Shop, PO BOX 794, Borehamwood, WD6 9NA.

Alternately, you can print a new freepost label via the image below:

 

What should I do if I have been sent the wrong product?

Please contact us at orders934@warnerbros.com within 28 days of receiving your order and we will resolve this for you as quickly as possible. Please include your order number in your email.

 

International returns

 

How do I return a product?

We do want you to be happy with your purchase, but if for whatever reason you are not, please contact us on orders934@warnerbros.com, and we will be able to advise how best to return your product/s.

 

How long do I have to return my order to you? 

If not completely satisfied with your order you have up to 28 calendar days after receipt of your products to return them to us. You will receive a full refund for the products, minus the original delivery cost.

  

Can I exchange my product for another item?

Unfortunately we are unable to offer overseas exchanges.
 
We are very happy to replace products that arrive damaged or defective (photo evidence required). This replacement can only be for the same product.
 
You are welcome to return the product (at your own shipping cost) for a refund of the product (not original delivery fee) and place a new order for the preferred size/product. Please note that the returned product must not be washed or worn and must be returned in all original packaging.

 

What products am I unable to return?

Unless damaged upon delivery, you are unable to return confectionery or earrings due to hygiene reasons.

 

Do you offer an extended Christmas returns policy?

Any orders placed from the 1st November can be returned up to and including 31st January.

 

Am I able to return/exchange a product directly at The Harry Potter Shop?

Unfortunately not, all online purchases must be returned following the above steps.

 

How long will my refund take to process?

You will receive your refund to your original payment method within 5 working days of receipt of your return. Please make sure you obtain proof of postage from postal provider and retain it until after you receive your refund.

 

What do I do if I have lost my returns card?

If you have lost your returns card, please email orders934@warnerbros.com to arrange your return. 

 

What should I do if I have been sent the wrong product?

Please contact us at orders934@warnerbros.com within 28 days of receiving your order and we will resolve this for you as quickly as possible. Please include your order number in your email.