Returns

Returns & Exchanges

We hope that you are happy with your purchase, however, if you are not, please contact us at shop@royalalberthall.com within 28 days of receipt to arrange a refund or exchange.

Please note: Custom prints are made to order and therefore are unable to be returned unless faulty. 

Returning your items

Once we have authorised your return, please return your items to the below address: 

Shop Returns
Royal Albert Hall
Kensington Gore
London 
SW7 2AP

Please ensure to include your name and order number with your parcel.

For all returns, except where the goods are faulty, you will be required to arrange and pay for the return of goods to us. When returning items, please note that the parcel is your responsibility until it reaches us. We recommend that you ask your Post Office for a proof of posting (available free of charge). Please note unless your order is faulty we cannot refund your original postage charges.

Refunds will be issued within 14 days of receipt of the returned goods. 

If you require an exchange, please inform us when you email us. We will do our best to complete this once we have received your original item. If we cannot fulfil your exchange request we may need to refund you but will contact you to keep you updated. 

In store returns and exchanges

We can accept returns and exchanges in our shop, which is located at Door 12 next to the Box Office. Please contact us at shop@royalalberthall.com prior to your visit and let us know that you would like to return or exchange the order in person. You must have your receipt or order number with you for us to be able to process this. 

International

International customs duties and sales taxes are not refunded for shipments outside the EU. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s) and these charges must be cleared and the order returned to us before we can process your refund.

Faulty, damaged or incorrect orders

In the rare event that goods are delivered faulty, damaged or we have made a mistake with your order please contact us at shop@royalalberthall.com providing details and pictures of the issue so we can arrange a replacement or a refund.

Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 28 days of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.

In these instances, we would not charge for delivery for replacements.

Payment

Payment is taken from your card once your order is placed and you have received your email confirmation.

Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the return, we will issue a refund or replacement, whichever is requested and pending availability.

Refunds will be issued within 14 days of receipt of the returned order. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. 

If you would like further information regarding the products or delivery options, please contact us at shop@royalalberthall.com