FAQ -- original pre COVID
Do you have a question regarding the Wizarding World Shop? We’re happy to help!
For a quick answer to your questions, browse our FAQs below.
For more information about Wizarding World Digital, including the Wizarding World website and app, please visit WizardingWorld.com or browse the FAQs here.
About My Account
Product & Stock
Payment & Billing
About My Account
A: To access the Wizarding World Shop you need to be logged in to the Wizarding World website using your Wizarding Passport. If you do not have a Wizarding Passport, you can register for one here.
A: We strive to ship your order as quickly as possible and can only cancel orders that have not been prepared by our warehouse for shipment. Please contact us to request a cancellation and we will advise if this is possible.
If we are not able to cancel your order, you can either refuse the parcel upon delivery or you can return to our warehouse.
A: Please visit our returns page for full details on our returns & exchanges policy.
A: Please contact us so that we can advise you on how best to resolve this.
A: Unfortunately, we can only assist with returns and exchanges of orders placed through the Wizarding World Shop. Please contact the shop where you purchased your goods and they will assist you further.
A: Please contact the Wizarding World team here so that they can help resolve this.
Product & Stock
A: We offer pre-orders on certain items that have yet to arrive at our warehouse. This will be noted on the product details page where the pre-order date (date the item is expected to ship) will be noted and the usual "Add to Cart" button will read "Pre-Order" instead.
A: Unfortunately, we do not have a paper catalogue. Please browse the online shop to view all of the products available for sale.
A: By clicking on a product, you will be able to view information such as size and composition. If you cannot find the information you require in the product description, please contact us and we will assist you further.
Payment & Billing
A: We use the latest SSL encryption methods ensuring that your personal information is transmitted to us in a safe and secure manner.
A: We accept the following methods of payment: Visa, MasterCard, American Express, and Discover.
Money orders, personal cheques and company cheques, are not accepted.
A: Your card will be charged at the time of purchase.
If you paid for your order using a debit or credit card you may notice that the funds are held from your account prior to your order being shipped. These will be released back to your account if your order is not dispatched. During this period the funds have not been transferred to us, they are being held by your bank. The funds will be transferred to us once your order has been shipped.
A: We do not accept money orders, personal cheques, or company cheques as methods of payment.
A: The prices displayed in the shop are in US dollars. If you would like to know the conversion of the prices into other currencies, we suggest an online resource like www.xe.com for current exchange rates. The rate you are charged should be close to this rate, though it may not match exactly. The exchange rate is determined by your credit card company at the time the order is authorized.
A: If your payment has been declined, there may be a problem with your card or the funds in your account. You will need to contact your bank to help you with this.
For any other problems with your payment, please contact us and we will assist you further.
Q: Can I send my order to a PO Box address?
A: We cannot deliver to PO Box addresses. We do, however, deliver to military addresses (APO/FPO).
Q: How long will my order take to arrive?
A: For US shipping, if you select Ground Shipping, your order will arrive within 5-7 business days.
If you select 2-day shipping, your order will arrive within 2 business days.
You will be emailed a tracking number the morning after your order is shipped which will allow you to track your delivery.
For more information on shipping rates and policies, please visit our Shipping & Delivery page.
Q: What qualifies as a “business day”?
A: Our business days are Monday to Friday, excluding US holidays. We do not deliver on Saturday or Sunday.
Q: Can I ship to a freight forwarder or hotel?
A: Yes, we can deliver to freight forwarders and hotels, but we will not be responsible for lost or missed shipments.
Q: What should I do if my order has not arrived?
A: If your delivery date has passed and your order has not arrived, please contact us so that we can investigate and resolve for you.
Q: Can I track the delivery of my order?
A: You will be emailed a tracking number the morning after your order is shipped which will allow you to track your delivery.
Q: Will my delivery require a signature?
A: High value orders may require a signature upon delivery.
QUESTION NOT ANSWERED?
If we have not answered your question here, please contact us so that we can help you further. We will get back to you as quickly as possible.