Store Terms and Conditions
Description of Goods
Accuracy of Product Information
Payment and Price
Local Taxation and Import Duties
Availability of Goods
Time Limitation for Notification of Claims
Cancellation of Orders and Returned Goods
If your item was purchased direct from the theatre, you will need to contact the box office. We cannot process returns, refunds or replacements for theatre purchased goods.
You can cancel your order at any time up until the status has changed from ‘Pending’ or ‘Confirmed’ to ‘Shipped’, ie the point at which we have actually shipped your goods. After this time, cancellation of the order will not be possible. If you wish to cancel your order you must notify us immediately by emailing firstname.lastname@example.org so that we are aware of your need to cancel.
Should your goods be defective due to production errors or damage caused during transit, you are entitled to receive a replacement, upon receipt of photographic evidence of damage or defect.
If you have received an item of TheatreShop merchandise you did not intend to purchase, you can return it to us in its original condition within 15 days of the date you received the item, and we will issue a full refund. Please note, however, that there are no refunds given on drinkware unless they are damaged or defective. Before returning any item, please contact us via email (email@example.com for TheatreShop merchandise) so that we can ascertain the reason for your dissatisfaction and authorise the return.
We cannot refund non-defective personalised goods.
To return a faulty item, please enclose a letter giving your name, address, email address, order number, method of payment and the reason for return, and return to:
For security we suggest you use a recorded delivery service, and retain your proof of postage until you have received your replacement. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is damaged.
In the event of GMG Ltd sending you a replacement for a damaged, defective or incorrect item, at our discretion you must return the original item to GMG Ltd within 30 days of our email confirming the issue of the replacement item. Ownership of the original item reverts to GMG Ltd. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30-day period, we reserve the right to charge an amount equal to the price of your original order to the payment method you used for the order, as compensation for our loss.
When you send your item back to us, we’ll process the returned item then notify you via email of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.