All of us at shopDisney.co.uk are working hard to ensure you receive the best possible service. At this unprecedented time there may be some disruption to your order that is outside of our control as our delivery partners experience delays. Once you’ve placed an order we’ll keep you updated on the progress of your delivery so keep an eye out for emails from us.
Our Guest Services team are working through a high volume of contacts at the moment, so may not be able to reply to your messages as quickly as normal. Thank you for your patience and understanding.
Any updates on our Stores, deliveries and products will be added to this Help page, so please check back regularly.
Click here for information on our Stores.
For updates on our deliveries, click here.
If you’re looking for information on our products, click here.
Do you need to make a return? Click here for information.
To ensure the health and safety of our Guests and staff, Disney Stores across the UK have been temporarily closed.
When are you planning to re-open?
We’re carefully monitoring the situation and we continue to maintain close communication with the authorities for the latest information and guidance. We will notify guests on our website and social media channels to confirm when the Stores will re-open.
Will I miss out on promotions/events running in Store?
Any promotional activity or product releases that are due to be running in Store have been postponed for the time being. We will notify guests on our website and social media channels to confirm when the Stores will re-open and news on any activities.
What about the Disney Store employees?
We care deeply for our more than 220,000 cast members around the world and their health and well-being are of utmost importance to us.
Given the complex nature of our global workforce, we continue to evaluate policies to address employee needs during this unique time. We continue to implement preventive measures in line with the recommendations of the government and health agencies.
Since the shops are closed, why don't you put free shipping costs? Given the closings of the shops, I hoped to be able to buy online and consequently taking advantage of free shipping. Why didn't you implement this offer?
Our priority is the health and safety of our consumers and we continue to evaluate any further actions that we can take to meet the needs of our customers shopping online. We will continue to offer free shipping to all orders over £50.
Are you closing because you have goods arriving from China that could transmit the Coronavirus?
Information about the transmission of coronavirus can be found on this website.
As we continue to deliver to you we wanted to let you know that your order is in safe hands. As well as maximising cleaning measures at our distribution centre we’ve also introduced contact-free delivery, which means we can leave your order at a safe place to avoid hand-to-hand contact. Rest assured that your safety and the safety of our employees and delivery partners is our number one priority.
Can I still order online?
Yes, our products are still available on shopDisney.co.uk. At this unprecedented time there may be some disruption to your order that is outside of our control as our delivery partners experience delays. Once you’ve placed an order we’ll keep you updated on the progress of your delivery so keep an eye out for emails from us. You can also keep an eye on your parcel with the link in your shipping confirmation email. You’ll receive this as soon as your parcel leaves our warehouse.
At this time express delivery is unavailable. We’re also currently unable to deliver to our listed International destinations.
How will my order be delivered?
Hermes will continue to deliver to our Guests in the UK. Where possible, Hermes are encouraging all Guests to use the alternative delivery options, for example choosing a safe place for parcel drop off. This means you don't have to receive your parcel directly from the courier or sign for it. Where a safe place is possible, your courier will deliver to that safe place, take a photo to confirm safe delivery and then provide you with a calling card letting you know where your parcel was left. Where a safe place isn't possible, your courier will still knock on the door but rather than asking for you to sign, you'll be asked for your name, which will be input into the courier's hand-held device with “Covid-19” in the signature box. This makes delivery safer for you and your courier. If you choose to not receive your parcel in a safe place, Hermes have put in place a temporary process for our signature deliveries which couriers will follow to ensure contact is minimised. You can find further information on this on the Hermes website.
Please note that the Hermes customer service team is currently following Government guidance with current events, and this does mean it may take us a little bit longer than normal to hear back from them with any delivery queries.
Why can’t I personalise my product?
We are currently unable to offer personalisation of our products. This is due to stringent measures we’ve put in place at our distribution centre to ensure the safety of our employees. We appreciate your patience and understanding at this time.
What is happening with the release of Limited Edition dolls, keys?
April's release of Minnie Mouse: The Main Attraction will be an Online exclusive. The collection will launch on Saturday, 18th April at approximately 8am UK time. Disney Stores in North America will be releasing April's range in Stores, however this will not take place in Europe.
I’ve bought a product online that I want to return, how can I do this?
We’re extending our exchange and returns policy to 60 days for online orders as we appreciate Guests may not be able to send items back to us within the 30 day period at the moment. Please keep your product secure and unused ready to send back to us at a later date. This may be subject to change and will be reviewed as needed.
I would like to exchange a purchase I made in store - will you be extending the exchange timeline? Currently I have 30 days but your stores are now closed.
If you’ve made a purchase in Store and would like to make an exchange we understand this may now go outside of our 30 day exchange policy. We’ve extended this and once our Stores re open one of our Cast Members will be happy to assist you. If you purchased your item from our UK, Ireland or Stockholm Store, you can return items purchased from 15th February onwards. If your item was purchased from our Copenhagen Store, you can return items purchased from 13th February onwards.
Can I exchange a purchase I made in store by contacting Guest Services?
We’ve extended our exchange policy in Store and once our Stores re open one of our Cast Members will be happy to assist you.