Please see below our most frequently asked questions. If you still can't find the answer you're looking for, email us at firstname.lastname@example.org
SHIPPING AND DELIVERY
Where do you ship to?
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.
Do you ship to PO box addresses?
Unfortunately we do not ship to PO box addresses
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 email@example.com
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 the Palace Theatre can only be returned or exchanged at the Theatre.
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?
We currently offer pre orders on selected products only.
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 firstname.lastname@example.org or call us on 0776 968 6471 between 10am-4pm. 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 email@example.com
THE LONDON FILM MUSEUM
When can I buy from the London Film Museum?The London Film Museum Shop is currently open to ticket holders only. Please visit www.londonfilmmuseum.com for more details
Can I leave feedback?
If have any overall comments or feedback you would like to make, please email them to firstname.lastname@example.org
How can I contact you?
If you have any queries please email email@example.com
or call us on 0776 968 6471 – lines open 10am-4pm (GMT) Monday to Friday.
If your query is to do with an order please provide the order number where possible.