FAQs

Shipping and Delivery


WHAT COUNTRIES DO YOU SHIP TO?

Currently, we ship to the United States, including Alaska and Hawaii.

WHAT DELIVERY OPTIONS ARE AVAILABLE?

We are experiencing a high demand on personalised orders. Please allow up to 10 days for your items to be delivered.

We currently offer two shipping options, Standard and Express. Standard Shipping should arrive within 5 working days after goods have been processed and dispatched. Express shipping should arrive within 2-3 working days after goods have been processed and dispatched.

Delivery times may vary depending on which delivery option is chosen at checkout and your location within the continental United States. All orders are processed for delivery Mondays to Fridays (excluding Federal and Regional Holidays).

To combat online fraud, please be aware that should an order be suspect, for your own protection, you will be contacted via email and asked to confirm your identity and information pertaining to your order before the order is processed and dispatched. Please ensure that your contact email address is correct at the time of ordering.

AN ITEM IS MISSING FROM MY ORDER, WHAT DO I DO?

We may have sent your items in separate parcels so please allow 48 hours for your remaining items to arrive. If the remaining items are still missing 48 hours after receiving your first package, please contact our Customer Services team using our Contact Form and we will resolve the issue as quickly as possible.

Refunds and Exchanges


HOW DO I RETURN A PRODUCT?

We want you to be happy with your purchase. If for some reason you are not, you have 30 days from receipt of goods to return it for a full refund. Please follow these steps:

·       Products must be in their original condition (where possible).

·       Please contact our Customer Services team using our Contact Form with your name and order number to arrange a return.

·       Package the products securely.

·       Return to the address given by our Customer Services team. Please ensure that you obtain proof of delivery at the drop off point.

DO I HAVE TO PAY TO RETURN A PRODUCT TO YOU?

If you would like to return an item, we will provide a free returns label. You are responsible for any duties incurred on the delivery.

ARE THERE ANY PRODUCTS I CAN’T RETURN TO YOU?

The following items can only be exchanged if deemed faulty:

·       Cosmetics

·       Earrings

·       Personalised items

·       Food and drink

·       Underwear

The above items may be exchanged, if faulty.

HOW LONG DO I HAVE TO RETURN MY ORDER?

If not completely satisfied with our products you may return your order up to 30 calendar days after receipt of your product. You will receive a full refund for the products. If you are purchasing gifts for the Holidays, any orders placed from the 1st November can be returned up to and including the 31st January.

HOW DO I EXCHANGE A PRODUCT?

If you would like to exchange your item, please contact our Customer Services team using our Contact Form with your name and order number and the reason for the exchange. Once we receive your product, we will then send out your new product.

For any further exchanges on the same order, the shipping costs will be charged again.

A damaged or defective item can only be exchanged for the same item. Another item cannot be substituted in place of a damaged or defective item.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN/EXCHANGE?

The time taken to process a return/exchange will be dependent on the state you are sending it from. For the East Coast we estimate one week, for West Coast please allow two weeks.

HOW LONG WILL MY REFUND TAKE TO PROCESS?

We will credit your original method of payment within five days of our receipt of the products returned. Please ensure you obtain proof of postage from our shipping provider and retain it until after you are refunded.

WHAT DO I DO IF I HAVE LOST MY DELIVERY NOTES OR RECEIPT?

If you have lost your delivery note, please contact our Customer Services team using our Contact Form.

I HAVE BEEN SENT THE WRONG PRODUCT, WHAT SHALL I DO?

Please contact our Customer Services team using our Contact Form and we will resolve this for you as soon as possible.

CAN I RETURN OR EXCHANGE PERSONALISED PRODUCT?

Due to bespoke nature of the product, we are unable to offer refunds on personalised items. Personalised items can only be exchanged if deemed faulty.

HOW DO I CANCEL AN ORDER I JUST PLACED?

If you would like to cancel your order and it has not yet been processed, please contact our Customer Services team using our Contact Form for further information. Once processed, orders cannot be cancelled.

CAN I CANCEL OR RETURN AN ITEM IN MY ORDER?

If you would like to cancel an item in your order and it has not yet been processed, please contact our Customer Services team using our Contact Form. Once processed, items cannot be adjusted. If you do remove an item from an order that has qualified for a promo i.e., free shipping, the total of your order will be adjusted accordingly.  

Orders


WHERE IS MY ORDER?

If you have not received your order within the estimated time frame please contact us here, including your name and order number.

HOW ARE STATE TAXES APPLIED?

Duties and taxes as per state law will be applicable on all purchases.

CAN I CANCEL MY ORDER?

We may be able to cancel your order if it has not already been processed. If you would like to cancel your order, please Contact Us. Please note, we cannot cancel your order if it has already been shipped.

WILL MY ORDER BE DELAYED DUE TO COVID-19?

While we aim to deliver all orders as promised, the safety of our teams is of paramount importance. We will be operating a socially distanced workplace which might cause some delays. We ask for your patience at this time and we are working as hard as possible to get your order to you quickly. Thank you for your understanding and support - stay safe!

Promo Codes and Vouchers


DO YOU SELL GIFT VOUCHERS?

We do not currently sell gift vouchers, however this is something we are working on for the future.

Products


HOGWARTS GIFT TRUNKS MATERIALS

The wood for the Hogwarts Trunks is an engineered wood and not cut from a tree. The material used is plywood. All fittings are lead free/Nk Free. Pu is REACH compliant.

Visiting Our Store


WHAT IS HARRY POTTER NEW YORK?

Harry Potter New York will combine breath taking design, exciting interactive elements and exclusive products inviting fans into the Wizarding World in a way they have never before experienced. Spanning three floors and 20,000 sq. ft., the store will house the largest collection of Harry Potter and Fantastic Beasts products in the world.

WHEN DOES THE STORE OPEN?

Harry Potter New York will open in 2021. Sign up to our newsletter to be the first to find out more!

WHERE IS HARRY POTTER NEW YORK?

Harry Potter fans will be able to visit the first official Harry Potter flagship store in the heart of New York City next to the iconic Flatiron building at 935 Broadway.

Contact Us


HOW CAN I CONTACT YOU?

If you would like to get in touch regarding a product or an existing order, please Contact Us here. Please provide the order number, where possible.