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FAQ's - old

Here you will find a list of the most frequently asked questions for our online shop. If the answer to your question cannot be found then please do contact us via email shop@roh.org.uk 

How can I contact you? The best way is to email us at shop@roh.org.uk 

What are your opening hours (online)?
You can place an order online at any time

Is the Shop at the Royal Opera House open?
Yes, we are now open Monday - Saturday 12 till curtain up (usually 7.30pm) and Sundays when there is a performance.

What forms of payment do you accept?  We accept MasterCard, Visa, Amex, JCB and UK based Maestro cards. Google pay, Apple Pay and Shop Pay.

What is the status of my order? You will receive an email confirmation when your order is placed, we will process your order and send you a shipping confirmation when it is on its way.

Can I change my order? If your order has not yet been processed we can make changes to it so please email us at shop@roh.org.uk 

Who will ship my order?  Orders placed on our website are fulfilled by our dedicated retail team at the Royal Opera House.

How will I know if my order has been placed successfully?  Once your order has been submitted successfully you will receive an automated confirmation email with your order details and an order number. At this point your order has been placed.

When will my payment be processed?  Payment is taken immediately from your card when the order is made. If there are any problems we will contact you by email before dispatching the order. If an item is out of stock this will delay fulfillment of your order, however in this case we will contact you via email.

How long does it take to receive my order? For UK orders once you have your shipping confirmation email your order will be sent via first class post and will take 2-3 working days. Rest of the world will usually take 7-14 working days, all International orders are sent via tracked mail. Unfortunately we cannot ship to the EU at present.

Can I send orders to a different address?  Of course. If your delivery address differs from your home address, for example if you would like to send something to a friend or have the item delivered to your work address, simply choose the shipping address from your address book and select the corresponding "Dispatch to this Address" button. Or enter a new shipping address. It is not possible to dispatch items in one order to different addresses. If you wish to send items to more than one address then you will have to place separate orders.

How will my order be processed if some of the items are not available?  We endeavor to ship all orders complete, if for any reason an item is not available we will process and dispatch the remainder of your order. Items available for pre-order or temporarily out of stock will be dispatched separately with no additional charge made for postage and packaging. If you have any queries or to discuss your order, please contact us at shop@roh.org.uk.

Do you accept international orders?  Yes we do, unfortunately we cannot ship to EU counties at present, but we do ship to the rest of the World. All payments will be taken in Pounds Sterling. We offer Royal Mail Internationally signed delivery.

How much do you charge for postage?  All postage charges are based on the weight of the package and Royal Mail franking charges. The delivery charge also includes the cost of the packaging.

I have bought tickets as well, why are these not included in the package?  The box office and retail teams are two separate departments within the Royal Opera House and therefore the orders are fulfilled separately.

Do you sell Gift Vouchers? We do not sell gift vouchers in the shop, but you can buy Gift certificates for tickets on the main site.

What is your returns policy? We hope that you are happy with your purchase. However, if you are not then please let us know within 14 days of receipt; if you return the item to us in its original condition within 28 days of receipt we will be happy to give you a refund. When returning items we recommend that you ask your Post Office for a proof of posting (available free of charge). Refunds will be issued within 14 days of receipt of the returned goods. Returns should be sent to:

Shop Orders
Royal Opera House
Bow Street
London WC2E 9DD

Please note: Perishable goods such as food cannot be returned.
Print on Demand custom prints are made to order and cannot be returned. 
Return postage charges are non-refundable unless your order was faulty or incorrect. If your order arrives damaged or has a fault please contact us by email at shop@roh.org.uk so we can arrange a replacement, or return the item to us for a refund.

Can I exchange an item?
We can replace items if they are defective or damaged and exchange clothing if it is the incorrect size. PIease email us at shop@roh.org.uk and return your items to:

Shop Orders 
Royal Opera House 
Bow Street 
London WC2E 9DD

VAT is not included on international orders, why?  VAT is not applicable on orders received from outside of the UK.

How do you maintain a secure checkout process and protect my personal or credit card details?  The Royal Opera House Online Shop uses Internet standard encryption technology ("SSL" or "Secure Socket Layer") to encode personal data that you send to us when placing an order through the website. Our website is certified Level 1 PCI DSS compliant. All credit card transactions are handled by our online payment service provider. They use logical protection, state-of-the-art firewalls and encrypted databases to securely store customer payment details.

Brexit Update - We have temporarily paused all orders to EU/EEA countries until further notice, thank you for your patience while we work to comply with new regulations.