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.
Any updates on our Stores, deliveries and products will be added to this Help page, so please check back regularly.
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.
Disney Store is taking a responsible approach to reopening and implementing a number of new health and safety measures. Whilst your next shopping experience may look and feel a bit different, please rest assured that every Disney Store location will offer outstanding Guest Service and the very best products. We are looking forward to welcoming you back to store and sharing the magic with you.
We have taken enhanced health and safety measures for you, our other Guests, and Cast Members. You must follow posted instructions while visiting Disney Store. Help keep each other healthy and safe.
What are Disney Stores doing in response to COVID-19?
The wellbeing of our Guests and Cast is our number one priority, so you will find additional measures in place when you visit us in store that include:
- Change in store hours and Disney Store capacities to help facilitate physical distancing
- Implementing a requirement that face coverings be worn by Guests ages 2+ and up and Cast Members while in the Disney Store
- Ensuring easy access to hand sanitisers for Guests and Cast Members
- Temporarily pausing Opening Ceremony and in-store events
- Enhancing our cleaning procedures throughout the day
- Deploying new training and health screening protocols for Cast Members
How can I find out if my local Disney Store is open?
Please refer to the Store Locator page for the latest information about your local Disney Store.
Are all Disney Stores reopening?
Stores may open in phases and in accordance with government guidelines, please click here for more information.
What will Disney stores do to facilitate physical distancing?
Physical distancing measures in place include limited capacity in stores with greeters at storefront, in-store signage about physical distance requirements. As well as contactless payment options, and the installation and use of plexiglass shields at till points.
Will Guests be required to wear masks or face coverings to enter the store?
Yes, the use of appropriate face coverings is required for Guests ages 2+ in the UK. The wearing of face masks does not replace physical distancing, which should be practiced at all times.
Will there be events at Disney stores that could draw large crowds?
In-store events and the Opening Ceremony have been paused at this time.
How is Disney screening its Cast Members?
Prior to coming to work, Cast Members will be required to complete a health screening checklist and temperature check at home, prior to coming to work. Depending on a Cast Member's responses to the checklist, they may be directed not to come into work.
Can Guests expect a wait time before entering the Disney Store?
We will have limited capacity in stores and at times you may need to wait to go in. The number of Guests will be limited to two adults per group, but this may vary by Store, depending on capacity. If a Guest is accompanied by their children they will be allowed to enter together.
Are there any products that will not be available in store that were available before COVID-19?
Limited Edition and Limited Release products, including Disney Store keys, will not be available in store at this time, but you can shop with us online at shopDisney.co.uk for these items and more. Any postponed product and key releases will remain on hold.
Has Disney Store changed its return and exchange policy?
For purchases made in-Store on or after 15th February (in our UK, Ireland and Sweden Stores, or 13th February for purchases made in our Denmark Stores), we will extend the returns and exchange window for 30 days after the Store re-opens. Our return policy is the same in all other respects.
Will Stores have the same opening times as before?
Store opening times may vary in accordance with local government or Mall guidelines. Please click here for more information.
How are you managing the safety of your Cast Members at your warehouse?
We have implemented a number of health and safety procedures in our warehouse, which adhere to the government guidance. These include amongst others, maximised cleaning measures and ensuring Cast Members are working at a safe distance.
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 and click and collect are currently 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.
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.