We want you to be happy with your shopDisney purchase, but understand if you need to return an item as a change of mind.

If you’re returning an item to us, you’ll need to do this within 30 days of receiving the product, and products must be in a re-saleable condition. If you want to swap an item in your order, you'll need to send the original item back to our warehouse and a refund will be processed for you. We can't process exchanges unfortunately; we're sorry about this, and it's something we're looking to fix.

Certain items, including sealed collectables, opened 'mystery' sold items, jewellery and personalised products can't be returned unless they're faulty. Please find further information here. If you're returning items from an order where you received a free Disney Key, you'll need to return the Key too.

Please note, if you're returning an item as part of a 3 for 2 promotion, you'll need to return all three items to receive your refund.

If you need to return a product bought in Store, please visit your local Store and a Cast Member would be pleased to help. Sorry, we can't accept Store returns via our Online service.

There’s a number of ways you can return your order to us:

Through our returns portal

• You’ll need a printer for this
• Drop your parcel at a local collection point, or a courier can collect
• You should receive your refund in up to 14 days
• Click here for further information

Through EVRi in store printing

• Available for UK Guests only
• Use this option if you’re returning a Customised Tee/Hoodie/Mug
• You don't need a printer for this
• Drop your parcel at a local collection point
• You should receive your refund in up to 14 days
• Click here for further information

By post

• You’ll be liable for any costs returning items to us
• Click here for further information

At a Disney Store

• Selected items can be returned in Stores
• Stores can't accept returns if you paid by PayPal
• Please take your delivery note and the original payment card
• Click here for further information

Returns Portal

Our returns portal can be used to return your order, free of charge.

Click here to access the returns portal and you’ll be asked to enter your order number and postcode. On the next page, you’ll see details of your order and a list of the items you purchased.

From here, you can choose which items from your order you want to return and why. The amount you’ll be refunded will show on the right hand side of the screen.

Once you’ve chosen which items you’re sending back to us, you’ll see a screen where you can enter your contact details. These will be used to calculate the best place for you to drop off your parcel, and the results will show on the next page. If you want to use a different drop off point, for example one near where you work, don’t worry! You can enter a different postcode to find more suitable drop off points.

When you’ve chosen the best drop off point, your return label and form will be generated for you. These will need to be downloaded and printed; your form will need to go into your parcel and your label will need to be attached to your parcel. These will be emailed to you as well, so if you don’t have immediate access to a printer you can print these at a time that suits you. Take your parcel to your chosen parcel shop, and make sure you keep a copy of your proof of drop off for your records.

You’re all done! You can track your return here, and your refund will be with you within 14 days.

 EVRi print in store returns

You can now print your returns label at select EVRi Parcel Shops, and can find your local one here. Please make sure you're using this method if you're returning a Customised Tee/Hoodie/Mug.

When you're at the Parcel Shop, select the returns icon from the screen, and select Disney Store from the retailer list.

You'll be asked to enter your reference number, which will be your shopDisney order number. If you like, you can enter an email address for a receipt and tracking details. This isn't compulsory but we do recommend it!

Once the label has printed, attach it to your parcel and hand over to a member of staff. Your refund will be in your account within 14 working days.

Returning your order by post

If you'd like to post your order back to us, please do so the below address including your name, order number and contact details:

The Disney Store,
Harrier Parkway,
Magna Park,
Lutterworth,
Leicestershire,
United Kingdom
LE17 4XT

To avoid any delay to your refund, please mark the outside of your parcel with ‘Returned Goods’.

You’ll be responsible for any postage costs incurred by returning your items as a change of mind and we recommend obtaining a proof of postage. Goods should be returned in resalable condition.

 Returning your order to a Disney Store

Online purchases can be returned in selected Stores as long as:

• The item is not a Disney Partner Product (these items should be returned either with the slip in your parcel or through the EVRi return in store service);
• Disneyland Paris product purchased from shopDisney;
• Your order wasn’t paid for by PayPal;
• You’re not returning a personalised product (unless it's faulty);
• It is not included in the list of the products that can’t be returned

All refunds will be issued to the original method of payment and in the original currency of purchase. For debit/credit card refunds, the cardholder should present a copy of the delivery note and the original payment method. Your refund will show in your account within 5-7 days. If you're returning a product as a change of mind, this should be in a re-saleable condition. 

In Store purchases should be returned to your local Store.

If your item is faulty, please get in touch with us so we can assist you further.