What is your extended Christmas returns policy?
We want you to be happy with your purchase from shopDisney, and we know that you may need to return something to us.
To help you shop with confidence this holiday season we have extended our returns policy.
Any purchases made Online between 1 November 2023 and 25 December 2023 can be returned up to 25 January 2024 under our Christmas Returns Policy.
Thank you for shopping with us during this Festive Season.
General Returns Policy
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.
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're returning an order containing a free Key, you'll need to return the Key as well.
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 couple 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
Our returns portal can be used to return your order for free in:
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.
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:
XPO Rue de l’Industrie 14
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.
If your item is faulty, please get in touch with us so we can assist you further.