Returns and exchanges

We hope you are happy with your order, but if there is a problem with it, here is the information to help you get a refund. 

Order cancellation  

To cancel your order please contact our team as soon as possible after placing your order. If we are yet to fulfil and ship your order, you will receive a full refund. If we have already shipped your order, you can return this to us on arrival with you. Please note that you will receive a refund on returning the item to us in saleable condition; however, postage is non-refundable.   

Please see our delivery information page for our standard delivery times.   

Orders that include print-on-demand items can only be cancelled within 24 hours of placing your order. After this deadline, we cannot guarantee that you will be eligible for a refund, as manufacture of the print may have begun. As custom prints are made to order they are ineligible for a refund unless we have made a mistake.  

Returns policy

If for any reason you are unhappy with your order, we will happily refund or exchange within 28 days of purchase with a valid receipt.  

Under the Distance Selling Regulations, if you buy merchandise online you are entitled to a full refund if you request one in writing within 14 working days of receiving your item. This includes any delivery charge but does not include the costs required for you to return the item.   

Unfortunately, we cannot offer a refund on any earrings unless they are faulty. We also do not offer refunds on print on demand products, made-to-order customisable items or food products.   

If there is a problem with your order, it has arrived damaged please let us know as soon as possible via email as soon as possible. 

How to return shop products

If you would like to return all or part of your order you can visit us in person during our shop opening hours. Please bring the item(s) you wish to return, your proof of purchase receipt and a form of ID.   

Alternatively, you are welcome to post your item(s) back to us. Our return address is:   


National Theatre Bookshop  

National Theatre  

Upper Ground  

South Bank 


SE1 9PX  

Please make sure you return the item in pristine condition and include all the original packaging. This includes the delivery note, which will help us identify your order and is proof of purchase.  

Please note, we do not refund the cost of return postage, unless your order was damaged or incorrect on arrival. If this is the case, please contact the team to coordinate the return.   

Once we have received the item(s) with the necessary paperwork we will proceed with refund/replacement. If you are eligible for a refund, we will process this within one to two weeks, but it may take an additional ten working days to appear in your account. Thank you for your patience.  

Our team will be in touch to confirm once your refund has been processed/to coordinate the next steps.   

Product exchanges

If a product from your order arrives damaged or is incorrect, we can exchange the product for you free of charge. Faulty items may only be exchanged for another of the same product.   

You can exchange the product in person at the bookshop. Please note, we cannot always guarantee an item will be available in stock for an exchange. To avoid disappointment, please contact us to check stock levels for damaged/faulty items ahead of your visit. We may be able to order replacement stock for you if the product being exchanged is out of stock.   

You can return your item to us by post. Please contact the team before returning the item. The team can guide you through the exchange by post process.