All of us at shopDisney.co.uk are working hard to ensure you receive the best possible service during this busy time. Due to a high volume of orders, we may need to amend our usual delivery time frames - please refer to the estimated delivery date on the order confirmation page. Once your order is on its way you'll receive delivery tracking information, so keep an eye out for emails from us. Thank you for your understanding.
Any updates on our Stores, deliveries and products will be added to this Help page, so please check back regularly.
Further information about our Stores can be found here.
For updates on our deliveries, click here.
For information on Returns, click here.
Our Stores - Temporary Closure:
Our Stores in England and Wales re-opened on 12th April.
Please note that in adherence with local government guidelines, our Stores across Northern Ireland, Scotland and Ireland are currently closed. Disney Stores in Denmark and Sweden are still open, please visit this page for information on how to keep you, other Guests and our Cast Members safe during your visit.
You can find further information here. We’re carefully monitoring the situation and we continue to maintain close communication with the authorities for the latest information and guidance.
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.
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.
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.
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’re in England or Wales, our Stores are now re-opening and Cast Members will be pleased to help with your return. Purchases made from 1st November have until 30 days after Stores have re-opened to be returned for a refund.
We'll be updating our Help pages once re-opening dates for Scotland, Ireland and Northern Ireland have been confirmed.
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.