Delivery and returns
Postage costs
Shipping costs £2.99 to addresses within the UK, and is free for orders of over £50 in value. Please see the list below for shipping costs to other locations:
UK: £2.99
Europe: £5.15
Rest of world: £8.70
Delivery
All orders to addresses within the UK are posted using Royal Mail's 2nd Class postage service. We aim to dispatch all orders within 3 working days, and deliveries should arrive to UK addresses within 3 working days of dispatch.
International deliveries are posted using Royal Mail's International Standard Delivery and normally arrive within 3-5 working days of dispatch in Europe and 6-7 for the rest of the world. Please do note that there is a potential for delays as a result of customs clearance procedures.
If your delivery has not arrived in the expected timescale, please get in touch via the contact form.
We endeavour to ship all orders in their entirety. If an item is temporarily unavailable, the rest of your order will be dispatched as soon as possible. Once the remaining items become available, they will be dispatched separately with no additional delivery charge.
Returns
We hope that you love your items, however if you are unhappy with your order then a return can be organised. In this instance, please fill out the contact form and we will get back to you with next steps.
Please note that unless the item received is faulty or has been damaged in transit, the cost of postage for the return sits with the customer. We can only process refunds for items that are in an unused condition (tags still attached and seals/plastic intact) unless the fault occurs within 6 months of purchase (wear and tear is not considered a fault) . If the item is faulty, please provide a description of the fault in the order form.
Please return the items in their original packaging where possible. When returning an item, the parcel is your responsibility until it reaches us. We would suggest that you ask your Post Office for a free proof of posting. This guarantee does not affect your statutory rights.
You may also exchange or return an online order in person to the Sadler's Wells merchandise kiosks during performance times. If you wish to do this, please make a note of this on the contact form.
Payment is taken from your card upon submission of your order. Any refunds will be credited to this same payment method upon receipt of the returned items. Refunds will be issued within 14 days of receipt of the returned goods. A refund for postage is issued only when the item is incorrect, faulty or damaged in transit. If goods are not returned at your expense, we reserve the right to charge the direct costs for their recovery.
© Sadler's Wells Trust Limited
Rosebery Avenue, London, EC1R 4TN
Company registration number 1488786
Registered charity number 279884