Terms and Conditions

These terms and conditions do not affect your statutory rights. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

All images, sizes, descriptions, specifications and advertising on our site are for the sole purpose of giving a description of the goods and are not subject to a guarantee of accuracy.

All product specifications, images and other information published on our website have been provided by Global Marketing Group Ltd (GMG Ltd) or its associates. The intention of GMG Ltd and its associates is that all information on the website should be as accurate and up to date as possible. However, GMG Ltd, or its associates, cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.

The total price payable for the goods, including shipping and handling charges, will be stipulated at the time when you place your order. All prices shown for all products on our website are inclusive of UK tax (where applicable). Due to specific circumstances, the prices at the Show may vary from the prices on the website. Prices cannot be matched from website to Show and visa versa.

Some countries have local taxes, tariffs and import costs associated with the importation of goods. TheatreShop is not responsible for these additional taxes or fees. The shipping rates that we charge are based upon Royal Mail and UK delivery rates and do not include these additional fees. If you have any questions or need more information about local customs/import taxes, please contact your national mail delivery company. TheatreShop reserves the right to only refund a portion of your money and/or charge a fee if you refuse to pay local Value Added Tax or duties to cover the cost of having the merchandise shipped back to us. TheatreShop also reserves the right to cancel all future international orders made by you for your refusal to pay local VAT or import duties.

In the event a product is listed at an incorrect price due to a typographical error, we reserve the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card or PayPal account has already been charged and we subsequently cancel your order, we will immediately issue a credit to your payment method used to the value of the incorrect price (including delivery charges).

We accept payment by Credit Card (Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, JCB, Visa Electron, Maestro) and PayPal. All payments are processed through our payment gateway providers, RBS WorldPay and/or Paypal. On the order you must provide us with your exact billing address and telephone number – the same address and phone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order, or may result in your order being declined. Your order will only be processed once authorisation of your card or PayPal account has been properly received.

All products and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.

In the event that we offer discount coupons as part of a special promotion, if you wish to take advantage of it, it is your responsibility to ensure that you input, apply and check the coupon, as failure to apply it at the time of order can not be rectified retrospectively.

All prices advertised on our website are exclusive of delivery and packing charges which will be added at the checkout.

Some goods are produced to order so despatch may be at any time up to 14 working days from date of order. Thereafter, time to destination will depend on your geographic location.

Generally, times are as follows:
UK – up to 5 working days
Europe – please email us for costs
Rest of World – please email us for costs

Please be advised, however, that it has been known to be as much as three weeks for some orders to reach some destinations, particularly during periods of large volumes of mail sent. Timings are given in good faith but are not the subject of any warranty or condition. No liability will attach to us if delivery periods or dates are not met. A parcel will only be lost in transit 15 working days prior to despatch and will not be able to issue a refund or replacement until after this time.

From the time of dispatch of the goods, any loss or damage to the goods shall be at your own risk.

Shortages or incorrect goods: it is your responsibility to notify any shortages or incorrect goods to us within 7 days of delivery.

Non-Deliveries: we will not accept liability for goods lost in transit unless we are notified within 15 days from the expected delivery date, based on the date of shipping (not the date of order).

If your item was purchased direct from the theatre, you will need to contact the box office. We cannot process returns, refunds or replacements for theatre purchased goods.

You can cancel your order at any time up until the status has changed from ‘Pending’ or ‘Confirmed’ to ‘Shipped’, ie the point at which we have actually shipped your goods. After this time, cancellation of the order will not be possible. If you wish to cancel your order you must notify us immediately by emailing customerservices@globalmarketinggroup.co.uk so that we are aware of your need to cancel.

Should your goods be defective due to production errors or damage caused during transit, you are entitled to receive a replacement, upon receipt of photographic evidence of damage or defect.

If you have received an item of TheatreShop merchandise you did not intend to purchase, you can return it to us in its original condition within 15 days of the date you received the item, and we will issue a full refund. Please note, however, that there are no refunds given on drinkware unless they are damaged or defective. Before returning any item, please contact us via email (customerservices@globalmarketinggroup.co.uk for TheatreShop merchandise) so that we can ascertain the reason for your dissatisfaction and authorise the return.

We cannot refund non-defective personalised goods.

To return a faulty item, please enclose a letter giving your name, address, email address, order number, method of payment and the reason for return, and return to:

TheatreShop
Global House
Salisbury Road
Downton
Wiltshire
SP5 3JJ
United Kingdom

For security we suggest you use a recorded delivery service, and retain your proof of postage until you have received your replacement. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is damaged.

In the event of GMG Ltd sending you a replacement for a damaged, defective or incorrect item, at our discretion you must return the original item to GMG Ltd within 30 days of our email confirming the issue of the replacement item. Ownership of the original item reverts to GMG Ltd. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30-day period, we reserve the right to charge an amount equal to the price of your original order to the payment method you used for the order, as compensation for our loss.

When you send your item back to us, we’ll process the returned item then notify you via email of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.