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Shop FAQs

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 the shop using the online contact form (making sure you pick ‘Shop’ from the ‘Send to’ list), by email at rohshop@roh.org.uk or by telephone on +44 (0)20 7212 9331 (Mon-Sat, 10am-7.30pm).

What forms of payment do you accept? #
We accept MasterCard, Visa, Amex, JCB and UK based Maestro cards.

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. All credit card transactions are handled by our online payment service provider WorldPay. WorldPay use logical protection, state-of-the-art firewalls and encrypted databases to securely store customer payment details.

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 the order is only confirmed, and payment will not have been taken from your card.

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.

Who will ship my order? #
Orders placed on the ROH Shop website are fulfilled by our dedicated retail team.

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 telephone our retail team on +44 (0)20 7212 9331 or email shop@roh.org.uk

Do you accept international orders? #
Yes we do. All payments will be taken in Pounds Sterling. We offer a standard airmail delivery or an international signed on delivery service.

How long will my order take to arrive? #
For standard delivery within the UK please allow five working days from the time you place your order. For European orders, please allow up to 7 working days, for the rest of the world, please allow up to 12 working days. Please bear in mind that items are sometimes delayed in customs, which is beyond our control. If an item is out of stock this will delay fulfillment of your order, however in this case we will contact you via email.

When is the last day I can order for Christmas 2013? #
Standard and Special Deliver Orders for Overseas Customers:
- 4th December: Asia, Far East (including Japan), New Zealand
- 5th December: Australia
- 6th December: Africa, Caribbean, Central & South America, Middle East
- 9th December: Cyprus, Eastern Europe
- 10th December: Canada, France, Greece, Poland
- 13th December: USA
- 14th December: Western Europe (excluding France, Greece, Poland)
Standard and Special Deliver Orders for UK Customers:
- 20th December: 1st Class
- 23th December: Royal Mail Special Delivery
Please Note: Special Delivery orders must be placed before 3pm Monday to Friday. Unfortunately we cannot process Special Delivery requests on Saturday or Sundays.

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

What if I change my mind or have made a mistake on my web order? #
If you have any issues with your orders, you can contact our retail team on +44 (0)20 7212 9331. Alternatively email shop@roh.org.uk

What is your online return policy? #
We will be happy to exchange unused purchases from the ROH Shop returned in perfect condition with a valid receipt within 28 days. No refunds are given except on faulty goods. Please note that when returning an item by post, the parcel is your responsibility until it reaches us. We recommend that you ask your Post Office for a proof of posting (available free of charge). We are unable to accept items that have been previously exchanged. This does not affect your statutory rights.

I have seen an item in your shop but it is not on your website, can I still buy it? #
Yes. Unfortunately it is not possible to show all of our products online but please email or phone our shop on +44 (0)20 7212 9331 and our team will be happy to help you locate the item from our shop.

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.

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

When can I use Special Delivery? #
To send your order via Special Delivery within the UK please place your order before 3pm (Monday – Friday) for next day delivery. Unfortunately we are unable to send Special Delivery orders out on Saturday or Sunday.

When can I use International Signed For? #
To send your order via International Signed For please place your order before 3pm (Monday – Friday). Unfortunately we are unable to send International Signed For orders out on Saturday or Sunday.