Frequently Asked Questions
When will I receive my order?
Orders are dispatched within 1-2 working days of receipt and then take an additional 2-3 working days to be delivered to addresses in the United Kingdom. Depending on location or high post volumes, please allow 4-5 working days during busier periods. If we have a problem with dispatching your order we will let you know. Please allow up to 10 working days before contacting us about a missing delivery. International orders are dispatched within 1-2 working days of receipt and then take an additional 2-3 weeks to be delivered. If you require your order by a specific date, please make us aware at the time of purchase.
Can I order over the phone?
This is possible, but we do prefer orders to be placed online as this gives both yourself and us a greater ability to track the order and payment status, as well as making the process quicker and more convenient. If for whatever reason you cannot place your order online then please give us a call on 01725 511700.
Can I order outside of the UK?
Unfortunately this option is unavailable.
What payment types will you accept?
We take site payments via Paypal (you do not need an account) which also supports all major Debit and Credit and AMEX cards. If you are placing your order over the phone we can accept most major payment cards, but not AMEX. We can also accept a cheque payment for phone orders but goods will not be dispatched until the cheque has cleared into our accounts.
Can I return my order?
If, for whatever reason, you wish to return your order, please send it to us in an unused condition within 14 days of receipt and in original packaging where possible. Please do contact us first using the form on this page, so that we are aware we'll be receiving the goods. Once received, we will then process the goods and make a refund where appropriate. We cannot refund the postage charges incurred in receiving or returning the goods.Please return goods to:THEATRE SHOPc/o GMG LtdGlobal HouseSalisbury RoadDowntonWiltshireSP5 3JJIf your goods are faulty or incorrect then please contact us, using the form on this page, and we can arrange a replacement or refund and send you a Free-post returns address.
I saw an item being sold at the theatre but it isn't on the Theatre Shop, why is that?
Please be aware that all orders are subject to availability, due to large quantities of stock being allocated with priority to the theatre/touring show.
Consequently, the stock levels displayed on our online shop may vary due to the demand from theatres. Because of this, we suggest contacting us through our Contact Form or Office Number, where we can confirm the availability of any items before your order is placed.
If we are unable to fulfil your order, we will contact you within 48 hours to assist you as best we can.
The price of an item was different in the theatre. Why is that?
As the official merchandisers, we always try to stay price matched with the theatres that we supply products to. Sometimes, however, theatres will have specific weekly deals and offers that cannot be replicated on the website (in the most part due to our additional packaging costs) and their prices may therefore differ by more or less than ours.