FAQs

What Happened To...


WHAT IS THE HARRY POTTER SHOP

The Harry Potter Shop is the official online site for all your wizarding needs, housing ranges from Warner Bros. Studio Tour London, the Harry Potter shop at Platform 9 ¾ and Harry Potter New York in one place providing a magical shopping experience, packed with exclusive designs and fan-favourites.

WHAT HAPPENED TO WARNER BROS. STUDIO TOUR LONDON’S ONLINE STORE?

Warner Bros. Studio Tour London’s online product range is now available to browse as part of the Harry Potter Shop, as well as ranges from the Harry Potter shop at Platform 9 ¾ and Harry Potter New York all in one magical shopping experience. 
The shops at the Studio Tour remain open for visitors to discover a huge range of magical products and souvenirs. 

WHAT HAPPENED TO THE HARRY POTTER SHOP AT PLATFORM 9 ¾ ?

Harry Potter shop at Platform 9 ¾’s online product range is now available to browse as part of the Harry Potter Shop, as well as ranges from Warner Bros. Studio Tour London and Harry Potter New York all in one magical shopping experience. The Harry Potter Shop at Platform 9 ¾ locations in King’s Cross, Heathrow and Gatwick Airports remain open. Fans will still find the much-loved photo opportunity at King’s Cross allowing them to take their own photo at the trolley as it enters Platform 9 ¾. 

Shipping and Delivery


WHAT COUNTRIES DO YOU SHIP TO?

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

We do not ship to the following locations: American Samoa, Micronesia, Guam, Northern Mariana Islands, Palau, US Virgin Islands, Armed Forces Americas, Armed Forced Pacific, Armed Forces Europe.

WHAT DELIVERY OPTIONS ARE AVAILABLE?

We currently offer Standard Shipping which should arrive within 5 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.

SHIPPING RATES

Free Standard - eligible when you spend $75 or more

Standard - $11.99

CAN I ORDER ITEMS ONLINE AND COLLECT THEM IN-STORE?

We do not currently offer store pick up for online orders.

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 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 the Contact Form and we will resolve any issue as quickly as possible.

HOW LONG WILL SHIPPING TAKE?

All orders should arrive within 5-7 days of purchase. Please allow 5-7 days from the date of purchase for your order to be processed and dispatched. You will receive an email when your order has been dispatched.

All orders are sent using UPS and you will receive an email to confirm once your order has been dispatched.  Depending on the postage service used, this may also contain a tracking number so that you can track the status of your order on the delivery partner’s website.

Once dispatched, please allow additional time for delivery, which is dependent on current demand.

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.

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

·       Face coverings

·       Socks

Your statutory rights will not be affected. 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 January 31st.

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 to arrange a return.

· For any further exchanges on the same order, the postage will be charged again.

· All products purchased online must be returned in accordance with this policy and cannot be returned or exchanged in any store locations.

· Exchanges can only be processed for items of the same monetary value.

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

· Package the products securely.

· Please allow 10 working days for returns to reach us.

· You will receive an email once your refund or exchange has been processed. Some products are not eligible for a return- more information can be
found on this page.

· Please ensure that you retain proof or confirmation of your return.

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.

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

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

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

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

Please ensure you include your order number and any other important details when submitting your request online so we can help resolve your issue as quickly as possible. Our Customer Services Team work through all cases in chronological order; you will receive an email with a case reference number once your form has been successfully received.

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.

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 the Contact Form. Once processed, orders cannot be adjusted. If you do remove an item from an order that has qualified for an offer or promotion (such as free delivery), the total of your order may be adjusted accordingly.  

If you would like to cancel your order, please Contact Us. Please note, we cannot cancel your order if it has already been processed. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or mend individual items on an order.

WHAT PAYMENT METHODS YOU DO ACCEPT?

We currently accept Visa, Mastercard, AMEX, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay and Meta Pay. We do not currently accept payment via PayPal.

WHAT IS HARRY POTTER NEW YORK'S RETURNS POLICY?

In addition to your legal rights, Harry Potter New York is happy to accept returns for refund or exchange of unwanted items within 30 days of purchase.

·       Items must be unused, in saleable condition, and in the original packaging.

·       We reserve the right to refuse a refund or exchange without proof of purchase.

·       All refunds will be issued by original payment method.

·       For health and safety reasons, we are unable to accept returns of piercing jewellery, face masks, opened or unsealed beauty products, opened or unsealed confectionery.

·       We are unable to accept returns in-store for items purchased online unless otherwise stated.

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.

All orders are sent using UPS and you will receive an email to confirm once your order has been dispatched. This will also contain a tracking number so that you can track the status of your order on the delivery partner’s website. Once dispatched, please allow additional time for delivery, which is dependent on current demand.

OUT OF STOCK PRODUCTS

Stock levels may fluctuate depending on demand and any potential shipping delays from our suppliers, which are outside of our control. We are unable to provide a specific date on when items will be available again and recommend that you continue to check our website on a regular basis. In the meantime, if you click on the item on the website, you can set up an in-stock notification. This will ensure that you are sent an email notification once the product comes back in stock.

Please note, our Customer Services Team are unable to advise on when a specific product may come back into stock.

HOW ARE STATE TAXES APPLIED?

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

CAN I CANCEL 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 the Contact Form. Once processed, orders cannot be adjusted. If you do remove an item from an order that has qualified for an offer or promotion (such as free delivery), the total of your order may be adjusted accordingly.  

If you would like to cancel your order, please Contact Us. Please note, we cannot cancel your order if it has already been processed. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or mend individual items on an order.

CAN I ADD AN ITEM TO MY ORDER LATER?

Unfortunately, you cannot add items to your order once you have checked out.

I AM PAYING IN A FOREIGN CURRENCY, HOW WILL THIS BE PROCESSED?

All purchases through the Harry Potter Shop are currently in United States Dollars (USD) and will be subject to the local exchange rate.

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.

WHAT HAS HAPPENED TO THE HARRY POTTER FAN CLUB GOLD MEMBERSHIP?

As of October 27th, 2022, the Harry Potter Fan Club Gold Membership is no longer available. As of now there is no plan to replace this membership, however, you can always refer to the Wizarding World website for any updates as well as sign up for the Free Harry Potter Fan Club Membership.

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.

CONFECTIONERY

Please note that warm weather may cause confectionery products to melt during transit so please be aware when placing your order.

IS EVERYTHING AVAILABLE TO ORDER?

Yes, everything on the site is available to order, subject to availability.

WHERE CAN I FIND YOUR SIZE GUIDE AND CARE INSTRUCTIONS?

We have size guides available on most of our product pages. Just click on the last image within the product photos on each product page to see this. We would also suggest reading the care label and washing instructions before washing any clothes.

DO YOU OFFER WHOLESALE PURCHASES TO OTHER RETAILERS OR TRADERS?

Our merchandise is offered directly to the public and we encourage all customers to purchase from our online shop to ensure they are buying authentic merchandise. We do not supply on a wholesale basis. We reserve the right to cancel orders at any time.

CAN I USE CELEBRITY/CHARACTER NAMES AND/OR IMAGES IN MY PERSONALISED CHOCOLATE FROG CARD?

Due to the nature of the personalised Chocolate Frog, you will need to use your own name and photo. If ordering as a gift, you will need to have the permission to use someone else’s photo. We would recommend that you do not use images or names of celebrities as these will not be accepted.

CAN I USE SOMEONE ELSE’S PHOTO AND NAME TO PERSONALISE AS A GIFT?

If you would like to purchase a personalised Chocolate Frog as a gift, please ensure you have permission to use another person’s image/name before submitting this. Only a child’s parent or guardian can submit a photo/name on behalf of a child.

IS THE PERSONALISED CHOCOLATE FROG EXCLUSIVE TO THE ONLINE SHOP, OR CAN I PURCHASE THIS IN STORE?

The personalised Chocolate Frog is only available to purchase on our online shop.

CAN I CHANGE THE CHOCOLATE FROG TEMPLATE PROVIDED?

The design on the templates themselves cannot be modified, only the area specifically designated for your chosen photo.

Harry Potter: Magic Caster Wand


WHAT IS THE HARRY POTTER: MAGIC CASTER WAND?

The Harry Potter: Magic Caster Wand is a motion-activated smart connected wand that uses a mobile app to connect to compatible smart devices in your home. The Magic Caster Wand is a rechargeable wand with LEDs, haptics, motion and touch sensors, and wireless connectivity. The wand comes in an interactive box with LEDs and audio.

Using the Magic Caster Wand, you can master spells and bring magic to life in the world around you. Master the wand motions from the in-app Spellbook and duel with friends to earn points and level up. Unlock 50+ spells for hours of interactive adventure.

There are three magical wand designs to choose from: Loyal, Honourable, and Defiant. 

The limited edition Heroic Wand design (sold out) was available exclusively to Harry Potter Fan Club members. 

All of the wand designs have the same functionality. Each wand has multi-color lights that magically change colour when you cast spells.

WHERE CAN I FIND HELPFUL INFORMATION ABOUT USING THE MAGIC CASTER WAND AND APP?

To learn more about setting up your Magic Caster Wand and using the companion app, visit our Help Centre.

DO I NEED AN APP TO USE THE MAGIC CASTER WAND?

To unlock the full Magic Caster Wand experience, you will need to download the Harry Potter: Magic Caster Wand mobile app and register for a free account. Registration may require the consent of a parent or legal guardian in certain territories.

The Magic Caster Wand app is available for free on iOS and Android mobile devices. See Magic Caster Wand compatible devices for requirements. 

For Magic Caster Wand setup help, visit Set up your Magic Caster Wand. 

WHAT DEVICES WORK WITH THE MAGIC CASTER WAND?

Connect the Harry Potter: Magic Caster Wand to the mobile companion app to bring magic to life in the world around you. 

Using your wand and the Magic Caster Wand mobile app, the spells you cast can interact with Bluetooth-enabled and WiFi-connected smart home devices, such as lights, speakers, smart TVs, or the wand box to create an immersive multisensory spellcasting experience with exciting lighting, sound, and visual effects.

For a list of compatible devices, see Magic Caster Wand compatible devices. Check back for updates as new compatible devices are added.

DO I NEED TO BE A HARRY POTTER FAN CLUB MEMBER OR HAVE A WIZARDING WORLD ACCOUNT TO USE THE MAGIC CASTER WAND APP?

Your Magic Caster Wand account is a new, separate account.

To discover your true Hogwarts house and reveal your Patronus, you can join the Harry Potter Fan Club for free at wizardingworld.com.

HOW DO I SET UP AN ACCOUNT?

Download the Harry Potter: Magic Caster Wand mobile app to create an account and customise your profile. 

 For help with setting up your account, visit Create a Magic Caster Wand account.

WHAT SPELLS CAN I CAST WITH THE MAGIC CASTER WAND?

You'll find a Spellbook in the Harry Potter: Magic Caster Wand mobile app with over 50 spells to unlock and master!

Learn more about the Spellbook at How to cast spells.

Visiting Our Store


- HARRY POTTER NEW YORK -

WHAT IS HARRY POTTER NEW YORK?

Harry Potter New York combines breath taking designs, 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 houses the largest collection of Harry Potter and Fantastic Beasts products in the world.

WHERE IS HARRY POTTER NEW YORK?

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

For more information regarding Harry Potter New York, please
click here.

- THE HARRY POTTER SHOP AT LONDON KING'S CROSS -

WHAT ARE THE LONDON KINGS CROSS STORE OPENING HOURS?

The Harry Potter Shop at Platform 9 ¾ opening hours are as
follows:

Monday to Saturday: 08:00-20:00

Sunday: 09:00-20:00

Bank Holidays: 09:00-20:00

ARE LARGE GROUPS ALLOWED IN THE SHOP?

All are welcome to the Harry Potter Shop at Platform 9 3/4 in Kings Cross, 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 well being of their group members. Groups will be expected to use the same entrance and exit to ensure the safety of everyone.

DO I NEED A TICKET FOR THE TROLLEY PHOTO OPPORTUNITY AT PLATFORM 9 3/4?

You do not need anything at all for our trolley photo opportunity! Please do feel free to visit us at any time, subject to King’s Cross Station opening times.

IS THE TROLLEY OPEN AT ALL HOURS?

The trolley is available during store opening hours for you to take your own photos or one with our professional photographers, taken with your choice of house scarf. The Platform 9 3/4 wall sign is available after and before store opening hours while Kings Cross Station is open.

DO I HAVE TO PAY TO TAKE MY OWN PHOTOGRAPHS AT THE TROLLEY?

No, you do not have to pay to take your own photographs at the trolley. However, you can also purchase your professional photo in store should you wish to.

Our professional photographs start from £9.50. We have bundle offers including 2 photographs for £15 and 3 photographs for £20. We also offer keyrings, magnets, and glass frames.

HOW LONG DO I HAVE TO WAIT 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 8am so you can be one of the first in the queue. School holidays and festive periods can also be very busy. Please note, during busy periods the Photo Opportunity Experience will close an hour before the advertised store closing times.

For more information regarding the Harry Potter Shop at King’s Cross, please click here.

- THE HARRY POTTER SHOP AT LONDON HEATHROW TERMINAL 5 -

WHERE IS THE HARRY POTTER SHOP AT LONDON HEATHROW?

The Shop can be located on Level 3 of the Departure Lounge in Terminal 5. Please note, this is only accessible when travelling through the airport.

WHAT ARE THE LONDON HEATHROW TERMINAL 5 SHOP OPENING HOURS?

The Harry Potter Shop at Heathrow opening hours are as follows:

Monday to Sunday: 05:30-21:00

ARE THE ITEMS SOLD AT THE HARRY POTTER SHOPS THE SAME AS THOSE SOLD ONLINE?

Not all items sold in store are the same as those on our Online Shop; these may differ in sizing, design, or price. For individual product queries, if not detailed in the product description, please Contact Us.

Please note, items may also differ from those at our other shops; as individual items may vary.

We are not able to process refunds or exchanges in store for any purchases made online – please follow our online returns instructions to return your order.

The Making of HP Shop


CAN I VISIT THE SHOP AT THE STUDIO TOUR BUT NOT DO THE TOUR?

No, access to the Studio Tour shop is for ticket holders only due to strict planning regulations.

CAN I PURCHASE ITEMS AND STUDIO TOUR TICKETS AT THE SAME TIME AND PAY POSTAGE ONCE?

The Studio Tour Shop and the Online Shop both operate separately and therefore we are unable to group items together. However, when you purchase your Studio Tour tickets you have the option to collect these free of charge on arrival.

CAN I ORDER ITEMS ONLINE AND THEN COLLECT THEM AT THE STUDIO TOUR?

No, this is not a service we currently offer. However, many of the items seen online can also be purchased during your visit to the Studio Tour.

ARE THE PRICES THE SAME ONLINE AS THEY ARE AT THE STUDIO TOUR?

Yes, the prices are the same online as they are at the Studio Tour shop.

I SAW AN ITEM WHEN I VISITED THE STUDIO TOUR SHOP BUT I CANNOT FIND IT ONLINE. IS IT POSSIBLE TO REQUEST?

No, all items that are not available online are exclusive for our Studio Tour visitors. Keep checking the websites for any updates we may make in the future.

CAN I RETURN A PRODUCT AFTER PURCHASE?

Return your item to us while in store within 30 days of purchase along with a valid receipt as proof of purchase for your choice of a refund or exchange. If you are purchasing gifts for Christmas, any items purchased from the 1st November can be returned up to and including the 31st January.

Products must be unused, in their original condition including original packaging and tags.

Unless faulty or not as described, we are unable to offer an exchange or refund on jewellery, food and drink, face coverings, underwear, beauty products or bespoke products.

Should you wish to return a product once you have left the Studio Tour, we will happily exchange or refund within 30 days of purchase provided your product(s) meet the above criteria and you have a valid receipt as proof of purchase. For returns by post, please contact us for further details of where to send your product(s). Please note while faulty products are eligible for freepost returns, you may be responsible for any delivery charges for returning non-faulty products.

Please note, due to potential customs and import fees, we are not able to offer replacements or exchanges for international customers.

Shop 360


WHAT IS THE HARRY POTTER SHOP 360?

Shop 360 is an immersive and interactive shopping experience that brings customers a brand-new way to shop and explore. Discover Home Shop 360, Wand Shop 360, and Trunk Shop 360 for a spellbinding shopping experience.

HOW DO I NAVIGATE SHOP 360?

Shop 360 is best experienced on a touch device like your mobile phone or tablet but is also perfect for browsing on your desktop computer. Swipe, zoom and select anything to find out more about your favourite products.

ARE THE PRODUCTS AND PRICES THE SAME ON THE HARRY POTTER SHOP WEBSITE AS THEY ARE ON HARRY POTTER SHOP 360?

Shop 360 is a special curation of fan-favourites and bestsellers. If you can't find what you need on Shop 360, please check the standard version of the website. All pricing will be the same across The Harry Potter Shop website and Shop 360.

CAN I SEARCH FOR PRODUCTS ON THE 360 SHOP?

Yes! In the bottom left of your device screen you will see a magnifying glass button. Click on that and start typing. Search results will be pulled from all the 360 shops, so you may be taken to a different 360 Shop location depending on which product you select.

WHY CAN'T I ADD A PRODUCT TO MY BASKET?

Certain products may be out of stock or unavailable at the time you visit Shop 360, check back often, or reach out to our support team if you are having issues with a particular product.

WHY WON'T SHOP 360 OPEN ON MY DEVICE?

Shop 360 is built using webGL technology which allows us to create a 3D environment in your browser. Older devices and certain smart TVs don't support webGL which may be the reason you are experiencing issues.

I'M HAVING A PROBLEM WITH MY ORDER, WHO DO I CONTACT?

If you’re having any issues, please contact our Customer Services team using the Contact Form.

HOW DO I LOGIN WITH MY EXISTING HARRY POTTER SHOP ACCOUNT?

Make sure you are logged in to your account before you open the Shop 360 links, you will then automatically be logged in to your account when browsing the 360 Shops.

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.