Frequently Asked Questions
Do you have a question regarding Harry Potter Shop? We're happy to help. We can only answer questions directly related to Harry Potter Shop. For any information about Warner Bros. Entertainment, please visit warnerbros.com. To find a quick answer to your question, read our FAQs below.
About My Account
Payment & Billing
If you can't find an answer to your specific question here, contact us and we will get back to you as soon as possible.
About My Order
A: Our new and improved sites have launched! They will be faster, more versatile, and there are great things to come. If you’re contacting us because you are unable to view your account details or login, please be advised that you will need to reset your password if you created your account prior to January 31, 2018. Since all passwords are encrypted for your security, we weren’t able to transfer your password to the new shop.
Your previous orders are still being processed, but please contact us if you need an updated status or further information.
About My Order
A: Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that are on backorder or pre-order status and haven't been prepared by our warehouse for shipment. If you change your mind about an order and we are unable to cancel it for you, you can either refuse the package upon delivery attempt or return the package to our warehouse. Please contact us to request the cancellation of a backorder or pre-order item.
A: Please visit our returns page for details on our returns and exchange policies. Before shipping your return, please contact us for a ticket number and the proper return address.
A: Orders that include a backordered item are typically held for 3 business days to wait for the arrival of the backordered item. If after three days the item does not arrive, U.S. orders will split. The in-stock items will ship, and you backordered item will ship upon arrival.
Q: One of the items I ordered is on backorder, but why haven't the rest of my items shipped (International)?
A: Orders that include a backordered item are held to wait for the arrival of the backordered item. Orders do not split to ship due to increased taxes, duties, fees, and shipping rates.
A: We cannot deliver to P.O. Box addresses except military addresses (APO/FPO).
A: Most in-stock orders are shipped within two business days. Some items are made-on-demand and will take longer to ship. Made-on-demand items are made especially for you, it will always be noted on the item's page. You will receive an email with a tracking number the morning after your package ships. Please visit our Shipping & Delivery page for details on our shipping rates and policies.
A: Pre-ordered items ship within two business days of being received from the manufacturer. Please be advised that we are subject to manufacturer/distributor changes in shipping dates. Estimated ship dates change often, but we ship to you as soon as it hits our docks. You will receive an email with a tracking number the morning after your package ships. Please visit our Shipping & Delivery page for details on our shipping rates and policies.
A: Our business days are Monday through Friday, excluding US holidays. Shipments are not delivered on Saturday or Sunday.
Q: Although I selected two-day or next-day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
A: Shipments are not delivered on Saturday or Sunday. We do our best to ship all in stock orders placed by 1pm Eastern Standard Time (EST) the same day we receive them. However, we ask to allow one full business day for your order to be processed by our warehouse. Also, please note that our carriers deliver on business days, Monday through Friday, not including US holidays, Saturday, or Sunday. Please take this into consideration when placing your order.
Q: Although I selected two-day or next-day shipping for a Made-on-demand item, I didn't receive my item int wo days. Why?
A: Made-on-demand items are made just for you! Express shipping significantly cuts down travel time, but it does not supersede production time. Items still have to be produced and require a few business days, but will be shipped via 2nd day and not via ground. Express shipments are not delivered on Saturday, Sunday, or US holidays.
Q: Can I ship to a freight forwarder or to a hotel where I'm staying?
A: Yes, we will deliver to freight forwarders and hotels, but we are not responsible for lost or "missed" shipments.
Q: Why is my delivery requiring a signature?
A: Please be advised that orders over $250 may require a signature for delivery.
Payment & Billing
Q: How secure is my order?
A: We use the latest SSL encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.
Q: May I order by phone?
A: Yes! You can place orders by calling 888-834-9536.
Q: What forms of payment are accepted?
A: We accept Visa, MasterCard, American Express, Discover, Apple Pay, and Paypal. Money orders, personal checks or company checks NOT accepted.
Q: When will my credit card be charged?
A: Please be advised of our new Terms & Conditions. New orders will be charged at the time of purchase.
Any order placed before 2/1/18, your card will not be charged until your order ships. When you placed an order with us, your card was authorized (but not charged) for the purchase. You will still not be charged until your order is preparing to leave our warehouse. If you did pay with a debit card or check card, you may notice that the funds are held from your account for a few days and then released back to you if your order hasn't shipped. These funds are not transferred to us until your order ships, they are just held by the bank during this period.
Q: I don't have a credit card. Can I order by mail with a money order?
A: We apologize but money orders, personal checks, company checks and debit cards are NOT accepted.
Q: Do you offer bulk purchase discounts?
A: Yes! We offer discounts for those planning events and the like. Find out more about bulk purchase discounts.
Q: What currency are the prices in Harry Potter Shop?
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.
Q: I purchased my merchandise from another shop or online retailer, can you help me return my item?
A: Unfortunately, we too are a retailer. We’re only able to return or exchange items from our own shops. Please contact the shop you purchased from directly, and they should be able to assist you further.
Q: Can I get a printed catalog of all the items in the shop?
A: Unfortunately, we do not have a paper catalog. Please look around our shop which is updated frequently and represents all the cool items we have available for sale.
If we still haven't answered your question here, please contact us and we'll reply as quickly as possible.