Terms and Conditions of Sale
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF SALE CAREFULLY BEFORE PLACING ANY ORDER FOR PRODUCTS FROM THIS WEBSITE WWW.SHOPDISNEY.CO.UK (THE "SITE").
These terms and conditions of sale ("Terms") will apply when you place orders to purchase any of the products on the Site. Any reference to "you" or "your", means you as user of the Site, any reference to "we", "us" or "our" is to The Disney Store Limited. These Terms form the contract between you and us regarding your order.
If when placing an order for products on the Site you are able to agree unconditionally to these Terms, we would ask you to tick the box confirming your acceptance of these Terms. If you are unable to agree to these Terms then you must not place any orders for products and we would ask that, when attempting to place an order for products, you do not tick the box indicating your acceptance of these Terms. If in the course of attempting to place an order you do not tick the acceptance box, you will be unable to place an order and you will be returned to our Home Page.
You must be 18 years of age or over to register or purchase any products from this Site.
Sales from this Site are made by are The Disney Store Limited. Our registered number is 02523767 and our registered office is at 3 Queen Caroline Street, London W6 9PE, United Kingdom. Our VAT number is 576962483.
If you experience any problems with your order or in using this site, Site, please contact our Guest Services Centre:
+44 (0)800 014 9648 (calls are free from a landline and most mobile phones, please check with your provider for tariff details).
o Monday to Sunday 8am - 8pm UK time excluding UK Bank Holidays and Public Holidays.
The Disney Store Limited
Mail Code 2922
3 Queen Caroline Street
If you have placed an order on the Site, you will receive an email from us when your order has been shipped. This email includes your order tracking number which should be your first point of contact for tracking queries. Please contact us regarding delivery only if your order has not been delivered within the estimated time.
If there are any terms in these Terms and Conditions of Sale that you do not understand we recommend that you contact the Disney Guest Service Centre before proceeding.
If there is anything in these Terms that you do not understand, we recommend that you contact us before ordering.
1. Our Contract
We have set out below a summary of the steps that you need to follow in order to place an order on the Site. A legally binding contract with us for the sale of the products you order will be formed once we dispatch your order to you. Whilst certain key information will be included in the order confirmation email, we advise you to download a copy of these Terms and keep them for your records. The only language available for the conclusion of the contract is English.
2. Placing an Order
1. Log-in and registration
You will be offered a choice of shopping with us as a registered or non-registered user. Registering avoids the need to retype your address or delivery details at each shopping occasion with us and gives you the opportunity to register for strictly controlled communications from us. Please note that our registration process does not store your payment details. There is no obligation to register with us in order to shop with us. Please see clause 4 below for further terms on registration.
2. Enter address details for billing and delivery
If you are a registered user your billing and delivery details will appear automatically and can be modified if necessary. If you are not a registered user, you will be required to retype these details at each shopping occasion. Non-registered users are also given the opportunity to choose to receive strictly controlled communications from us. For more information about the delivery options and restrictions that may apply to delivery to some addresses click here.
3. Review and confirmation
You will be given the opportunity to review and confirm the details of your order, including the delivery address, preferred payment method and product details. No payment details are taken at this stage.
You will be required to enter details of the method of payment with which you wish to pay and you will be given an opportunity to accept or reject further communications from Disney. For more information about the payment options available and the payment process, please see our Payment Information section.
If you would like us to retain your details to avoid retyping your address and delivery details at each visit, you may register your details by creating an account. You can also choose if you want us to send you newsletters and other communications. You may then log on, access the Site and place orders as normal. Once logged in you can also change or update your user name and password or other details at any time. You promise that all information and details you provide are true, accurate and up to date in all respects and at all times.
You are responsible for all use of the Site under your username and password. It is your sole responsibility to maintain the confidentiality of your username and password. You must notify us immediately if you become aware of any unauthorised use of your account or other breach of security. We will not be liable for any use of your account by someone else.
3. Receipt of Order
When you place an order on the Site, we will send you an email confirming receipt of your order, together with your order number for reference. We recommend you print and save a copy of this confirmation email, together with a copy of these Terms for your records. Your order represents an offer by you to us to purchase the relevant products from us. Your order is accepted by us when the products ordered by you have been dispatched, unless we have notified you that we do not accept your order, or you have cancelled it prior to dispatch, in accordance with clause 10 (Cancelling or Returning Your Order). If we are unable to fulfil your order for any reason, we will inform you by email and your order will be cancelled and we will either not take payment from you or refund your order. If we have already taken payment, we will fully refund you the cost of the products and any delivery charges by crediting your original method of payment.
Please note, where products are available in limited quantities only, we may restrict the number of products that may be ordered by the same person or the same household. Such restrictions will be specified in the product description on the Site.
We use a range of payment service providers to provide payment services. For more information, please see our Payment Information section.
5. Processing and Delivery of your Order
We reserve the right, at any time prior to dispatching your order and our communicating our acceptance to you (clause 9 Acceptance Email), to refuse any order or any part of an order, or to require further or better information to enable us to evaluate and/or process the order.
Please note that we are unfortunately unable to deliver to mail forwarding companies.
Although we will use all reasonable endeavors to process and deliver your order, we may subsequently be unable to ship the products of your order, or may decide on reasonable grounds not to do so, such as if there are safety concerns or fairness between customers where supplies are limited. Where this is the case, we will inform you and either not take payment or, where we have already done so, offer you a full refund to your original method of payment.
Beyond providing you a full refund, we accept no liability for any failure to ship products where this results from our inability to do so or our decision on reasonable grounds not to do so. This does not affect your statutory rights as a consumer.
In order to avoid disappointment, we strongly recommend that you order in good time to allow for processing and delivery of your order. We will do our best to deliver to you your order as quickly as possible, and in any event within 30 days of accepting your order. For further information on delivery services, including applicable charges and restrictions, please review our UK delivery guide and International Shipping guide.
Please note that all delivery times given are estimates only. When we provide you with an estimated delivery date, if we become aware that we cannot deliver your order to you by then, we will contact you to advise you of the alternative date. If we are then still unable to fulfil your order, we will inform you by email and your order will be cancelled. The risk in any products you purchase and the responsibility to insure them will pass to you when the products are delivered to you.
If you are located in the United Kingdom and have requested that the products you have ordered on the Site are delivered to an address that is also located in the United Kingdom, by supplying us with your mobile phone number you agree that we may provide your phone number to a third party service provider that we determine will be responsible for delivery of your order. The third party service provider responsible for delivering your order may send you a text message or email indicating a time period for delivery.
6. Personalised Product
Please review your personalisation information before submitting your order. Check spelling and names carefully. If you have questions about personalisation, please contact our Guest Service Centre, or visit this page for further information on our personalisation services.
Please note that our policy regarding cancelling or returning your order does not apply to personalised products unless there is a manufacturing error or product defect. We reserve the right to refuse personalised orders at our discretion. In the case of inappropriate use of this service, your order will be cancelled and fully refunded or sent without personalisation.
Personalisation is available for certain specified products with standard delivery only. Please allow up to 5 working days (working days are classed as Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for delivery to UK mainland except to those remote postcode areas as more particularly set out in the Delivery Guidelines. These delivery times are estimates only. Please allow up to 20 calendar days for products dispatched to you from our Disney Partners.
7. Acceptance Email
We will send you a further notification email confirming acceptance of your order once your products have been dispatched. The contract between you and us for the sale of any product will therefore be made and become binding on both you and us when we have dispatched your order. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time that we send the e-mail to you (whether or not you receive that e-mail).
8. Cancelling or Returning your Order
We want you to be delighted every time you shop with us. Occasionally though, we understand that you may want to cancel your order and return products.
You have the legal right to cancel your order at any time prior to us dispatching your order, and up to 14 days after receiving your order, for any reason. To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the model cancellation form available to download here, but it is not compulsory. To meet the cancellation deadline, it is sufficient to tell us you want to cancel your order within 14 days of receiving your order.
If you have received your order, you should send back the products you wish to return to our Guest Service Centre without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to cancel. You may use the Guest Returns Label on the front of the delivery note and include in your package the delivery note with the returns information completed to speed up processing of your return, however it is not compulsory. You will have to cover the cost of returning the products to us. We shall refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product. Refunds are made using the original payment method. You will not be charged any extra fees for this refund.
We are also pleased to offer you the right to return products beyond 14 days of receiving the product, up to 30 days, subject to the following conditions. For such returns, we will not refund the original delivery costs, and you will be responsible for the return delivery costs. Using the Guest Returns Label, you must pack up the product(s) securely, including the delivery note with the returns information completed. In order to ensure the safe return of any products we recommend that you obtain proof of postage from the post office and retain this proof of postage until you receive your refund. Refunds are made using the original payment method.
You may also return your order to your nearest Store, provided that the Store is in the same country as the Online Store where you placed your order. To obtain a refund in Store for an Online order you must provide a copy of the delivery note and bring the original payment method. All refunds will be issued to the original payment method in the original currency of purchase. Please note, Stores are unable to refund any orders paid for by PayPal. For exchanges, we recommend that you contact your local Disney Store in advance to check if the product you require is in stock. Please note that we do not accept returns of any products purchased from Disneyland Paris.
We regret that we cannot accept returns of certain products, including products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, sealed audio or video recordings or of sealed software if unsealed by you after delivery, products made to your specifications or clearly personalized, and tickets for Disney theme parks, film screenings or other live events booked for a specific date or within a specific period. Gift Cards purchased online on the Site will not be refundable in the event that the code/scratch-off panel has been tampered with. Where a product is not returnable, we endeavour to specify this in the product description.
We reserve the right to refuse to refund or exchange products returned to us that are not in a resalable condition.
You may return to us any product (including products otherwise excluded from the cancellation/return rights above) that is damaged, defective or we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us. Refunds will be made via the original payment method.
When ordering products from us for delivery to any address outside the European Union, you may have to pay import duties and taxes, which are levied once the package reaches the specified destination. These and any other additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you must comply with all laws and regulations of the country in which you are receiving the products. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. All our prices include VAT if applicable.
We try our best to ensure that the product prices stated on our Site are accurate but errors can occur and sometimes we discover that the price displayed for a product is incorrect. If we discover that we have made a mistake with the price of a product on the Site, we will inform you as soon as possible of our error and we will not be liable to supply you with that product at the incorrectly displayed price. We will notify you of the correct price of the product and will give you the option to purchase the product at the correct price or to cancel your order. If we are unable to contact you to advise you of the pricing error we will cancel your order. In the event that you choose to cancel your order but we have already taken payment, we will provide you with a full refund to your original method of payment.
Please note that prices on our Site may differ to those in store.
Please note that CDs, DVDs, Blu-ray, audio, video games, software media may be subject to technical protection measures to prevent unauthorised copying. Any restrictions on inter-operability of such media will be specified in the relevant product descriptions on the Site.
11. Legal and Commercial Warranties
We remind you that the applicable law requires that products conform to any description applied to them on the Site, are of satisfactory quality and fit for the purpose made known to us by you at the time of purchase. Nothing in these Terms should be taken as excluding or restricting these warranties or any other rights which the applicable law (including, for the avoidance, the Australian Consumer Law insofar as it applies to customer's based in Australia and the New Zealand Consumer Guarantees Act 1993, insofar as it applies to customers based in New Zealand) ) grants explicitly or implicitly to consumers in respect of such products.
Where products are sold with additional guarantees or warranties provided by the manufacturer, we will advise you of this in the product descriptions on the Site. Please contact our Guest Service Centre for more information, including for details of manufacturers’ after-sales service.
12. Our Liability
We do not limit in any way our liability for death or personal injury caused by our negligence or for fraudulent misrepresentation or concealment.
We accept liability for damage to property where and to the extent the damage arises from our negligence, or of our servants or agents, up to a limit, in relation to any one event or series of events arising from the common cause, of (i) where the event is or relates to the purchase of any product, twenty (20) times the price paid for that product, or (ii) in any other case, two thousand pounds (£2,000).
If we breach these Terms we accept liability to you for any losses which are direct and reasonably foreseeable consequence of that breach, up to a limit, in relation to any one event or series of events arising from a common cause of two thousand pounds (£2,000).
We do not accept liability for any pure economic loss (e.g. lost wages) and any loss which is not a direct and reasonable foreseeable consequence of the relevant breach of these Terms or which is consequential, howsoever arising and even if we have previously been advised of the possibility of such loss.
13. Events beyond our reasonable control
Without prejudice to your statutory rights as a consumer, we will not be held responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is beyond our reasonable control.
If you breach these Terms and we take no action against you, we will not be considered to have given up our rights in respect of your breach. We reserve our rights and remedies in any situation where you breach these Terms.
15. Questions, Comments and Complaints
If you have any questions, comments or complaints about how your order has been handled, please contact our Guest Service Centre.
16. Entire Agreement
These Terms shall replace any prior agreements or arrangements which may have existed between us, provided that the information you have given to us is not incorrect or fraudulent.
If any of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms to a third party. You agree that we may do so provided that this does not affect any standard of service you receive under these Terms. Furthermore you agree that in the case of a transfer only, after we notify you of the date on which will transfer our rights and obligations to another legal entity, your only rights under or in connection with these Terms will be against the new legal entity and not against us.
19. Privacy and Stored Payment Information
When purchasing from us, to make your future purchases quick, easy and convenient, you have the option to save your payment card information in your account. Additionally, if you pre-order a product or service from us, we will need as a result to store your payment card information for the purpose of processing the payment at the launch of the product or service you have ordered. All payment card information will be kept completely confidential and safe. If you choose to store your payment card information (rather than through a pre-order), you authorise The Walt Disney Company Limited to store credentials in compliance with payment processing regulations for use by it or its affiliates when you buy goods or services from The Walt Disney Company Limited or its affiliates at a later time. Disney begins processing a payment when you click buy now at the end of the check-out process on the relevant website, or in the case of a pre-order, at the time of the launch of the product or service.
You can withdraw your consent to store credentials by contacting us at guestservice@shopDisney.co.uk or by deleting your credentials in your account settings. We may withdraw this option at any time on notice to you. If you object to the storage of your credentials for the purposes of pre-orders, we are unable to register your pre-order request.
20. Electrical Equipment Recycling
We are a member of the distributor "Take Back" scheme operated by Valpack. Please help us to minimise the effect we have on the environment by recycling your waste electrical goods.
To find your nearest recycling points and helpful recycling tips for electrical goods, visit www.recycle-more.co.uk.
21. Governing Law
These Terms, and any other contract made between us in the manner described above shall be subject to and interpreted and enforced in accordance with English law and in respect of any actions or claims under these Terms you and we agree to submit to the non-exclusive jurisdiction of the English courts.
You can find out about the European Commission’s Online Dispute Resolution (ODR) platform here: http://ec.europa.eu/consumers/odr. At present, we do not use alternative dispute resolution (ADR), including through the ODR platform as a means of settling consumer complaints. If you have a complaint please contact us directly at guestservice@shopDisney.co.uk
Large furniture returns
Delivery of furniture costs £20 per item. Your order will be delivered by a third party transporter selected by The Disney Store, who will contact you directly to arrange a drop off time. Sorry, we’re unable to deliver these items to the Channel Islands.
- If you need to cancel your order and (if you have received it) return your purchase to us, please let us know as soon as possible. To cancel your order, you must inform us of your decision to cancel within 14 days of receiving your order, using a clear statement such as contacting us by email on guestservice@shopDisney.co.uk
or writing to us. You can also use the cancellation form available here:
- Please note that our free returns policy for certain products does not apply to furniture.
- We are pleased to offer you the right to return products beyond 14 days of receiving the product, up to 30 days from receipt, subject to the conditions listed further below:
o You can either send the item(s) back to the address below at your own cost.
For bedroom furniture:
Long Croft Road
For outdoor toys such as bikes:
Alternatively, we can arrange a collection of the product at a cost of £20.
o If we arrange collection of the product to be returned, we shall refund you the price paid for the product plus the costs of original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product. Refunds are made using the original payment method.
o Please return all parts of self-assembly items. Any change of mind items should be in a re-saleable condition, and with their original packaging. If your item is faulty, please contact our Guest Service Centre. Should your bed arrive damaged, please refuse this with the courier and contact us so we can assist you further.
- Please note that our Stores are unable to accept returns of these items.
Unless otherwise stated, the following products are excluded from promotions run by shopDisney:
- Customise Your Style
- The Child Plush/Pin collection
- Mickey Icon Range
- Stitch Crashes Disney
- Disney's Cloth Face Coverings
- Castle Collection
- Items on pre-order
- Smart watches
- Products delivered by a Disney Partner (as specified in product description)
- Products which are subject to another promotion at the same time
- Products reduced in a sale
- Disney Parks Products
- Tickets for Disney Shows or Disney Theme Parks
- ''Limited Edition'' items
- Rainbow Disney Collection
- Delivery Charges
- Gift Cards
- Disney+ subscriptions
and co-branded Products with the following brands:
- American Tourister
- Britto (Enesco)
- Couture Kingdom
- Danielle Nicole
- Le Creuset
- National Geographic
- Royal Selangor