Guest Services

Terms and Conditions



These terms and conditions of sale ("Terms") will apply when you place orders to purchase any of the products on the Site. Any reference to "you" or "your", means you as user of the Site, any reference to "we", "us" or "our" is to The Disney Store Limited. These Terms form the contract between you and us regarding your order.

If when placing an order for products on the Site you are able to agree unconditionally to these Terms, we would ask you to tick the box confirming your acceptance of these Terms. If you are unable to agree to these Terms then you must not place any orders for products and we would ask that, when attempting to place an order for products, you do not tick the box indicating your acceptance of these Terms. If in the course of attempting to place an order you do not tick the acceptance box, you will be unable to place an order and you will be returned to our Home Page.

You must be 18 years of age or over to register or purchase any products from this Site.

General Information

Sales from this Site are made by are The Disney Store Limited. Our registered number is 02523767 and our registered office is at 3 Queen Caroline Street, London W6 9PE, United Kingdom. Our VAT number is 576962483.

If you experience any problems with your order or in using this site, Site, please contact our Guest Services Centre:

  • Email:  
  • Telephone:
    • From a landline call +44 (0)800 014 9648 (calls are free from a landline).
    • From a mobile call 0333 323 7007 (charged at local rate and included as part of any inclusive call minutes provided by your phone operator).
    • Monday to Friday 8am – 7.00pm, Saturday 10am - 3pm and Sunday 11am - 4pm UK time excluding UK Bank Holidays and Public Holidays.
  • Mail:
    • The Disney Store Limited
      Guest Services
      Mail Code 2922
      3 Queen Caroline Street
      W6 9PE
      United Kingdom

If you have placed an order on the Site, you will receive an email from us when your order has been shipped. This email includes your order tracking number which should be your first point of contact for tracking queries. Please contact us regarding delivery only if your order has not been delivered within the estimated time.

If there are any terms in these Terms and Conditions of Sale that you do not understand we recommend that you contact the Disney Guest Service Centre before proceeding.

If there is anything in these Terms that you do not understand, we recommend that you contact us before ordering.

Our Contract

We have set out below a summary of the steps that you need to follow in order to place an order on the Site. A legally binding contract with us for the sale of the products you order will be formed once we dispatch your order to you. Whilst certain key information will be included in the order confirmation email, we advise you to download a copy of these Terms and keep them for your records. The only language available for the conclusion of the contract is English.

Placing an Order

  1. Log-in and registration

    You will be offered a choice of shopping with us as a registered or non-registered user. Registering avoids the need to retype your address or delivery details at each shopping occasion with us and gives you the opportunity to register for strictly controlled communications from us. Please note that our registration process does not store your payment details. There is no obligation to register with us in order to shop with us. Please see clause 4 below for further terms on registration.

  2. Enter address details for billing and delivery

    If you are a registered user your billing and delivery details will appear automatically and can be modified if necessary. If you are not a registered user, you will be required to retype these details at each shopping occasion. Non-registered users are also given the opportunity to choose to receive strictly controlled communications from us. For more information about the delivery options and restrictions that may apply to delivery to some addresses click here. 

  3. Review and confirmation

    You will be given the opportunity to review and confirm the details of your order, including the delivery address, preferred payment method and product details. No payment details are taken at this stage.

  4. Payment

    You will be required to enter details of the method of payment with which you wish to pay and you will be given an opportunity to accept or reject further communications from Disney. For more information about the payment options available and the payment process, please see our Payment FAQ section.


If you would like us to retain your details to avoid retyping your address and delivery details at each visit, you may register your details by creating an account. You can also choose if you want us to send you newsletters and other communications. You may then log on, access the Site and place orders as normal. Once logged in you can also change or update your user name and password or other details at any time. You promise that all information and details you provide are true, accurate and up to date in all respects and at all times.

You are responsible for all use of the Site under your username and password. It is your sole responsibility to maintain the confidentiality of your username and password. You must notify us immediately if you become aware of any unauthorised use of your account or other breach of security. We will not be liable for any use of your account by someone else.

Receipt of Order

When you place an order on the Site, we will send you an email confirming receipt of your order, together with your order number for reference. We recommend you print and save a copy of this confirmation email, together with a copy of these Terms for your records. Your order represents an offer by you to us to purchase the relevant products from us. Your order is accepted by us when the products ordered by you have been dispatched, unless we have notified you that we do not accept your order, or you have cancelled it prior to dispatch, in accordance with clause 10 (Cancelling or Returning Your Order). If we are unable to fulfil your order for any reason, we will inform you by email and your order will be cancelled and we will either not take payment from you or refund your order. If we have already taken payment, we will fully refund you the cost of the products and any delivery charges by crediting your original method of payment.

Please note, where products are available in limited quantities only, we may restrict the number of products that may be ordered by the same person or the same household. Such restrictions will be specified in the product description on the Site.


We use a range of payment service providers to provide payment services. For more information, please see our Payment FAQ section.

Processing and Delivery of your Order

We reserve the right, at any time prior to dispatching your order and our communicating our acceptance to you (clause 9). Acceptance Email), to refuse any order or any part of an order, or to require further or better information to enable us to evaluate and/or process the order. 

We may subsequently be unable to ship the products of your order, or may decide on reasonable grounds not to do so, such as if there are safety concerns or fairness between customers where supplies are limited. Where this is the case, we will inform you and either not take payment or, where we have already done so, offer you a full refund to your original method of payment. 

Beyond providing you a full refund, we accept no liability for any failure to ship products where this results from our inability to do so or our decision on reasonable grounds not to do so. This does not affect your statutory rights as a consumer. 

In order to avoid disappointment, we strongly recommend that you order in good time to allow for processing and delivery of your order. We will do our best to deliver to you your order as quickly as possible, and in any event within 30 days of accepting your order. For further information on delivery services, including applicable charges and restrictions, please review our UK delivery guide and International delivery guide. 

Please note that all delivery times given are estimates only. When we provide you with an estimated delivery date, if we become aware that we cannot deliver your order to you by then, we will contact you to advise you of the alternative date. If we are then still unable to fulfil your order, we will inform you by email and your order will be cancelled. The risk in any products you purchase and the responsibility to insure them will pass to you when the products are delivered to you. 

If you are located in the United Kingdom and have requested that the products you have ordered on the Site are delivered to an address that is also located in the United Kingdom, by supplying us with your mobile phone number you agree that we may provide your phone number to a third party service provider that we determine will be responsible for delivery of your order. The third party service provider responsible for delivering your order may send you a text message or email indicating a time period for delivery.

Personalised Product

Please review your personalisation information before submitting your order. Check spelling and names carefully. If you have questions about personalisation, please contact our Guest Service Centre.

Please note that our policy regarding cancelling or returning your order does not apply to personalised products unless there is a manufacturing error or product defect. We reserve the right to refuse personalised orders at our discretion. In the case of inappropriate use of this service, your order will be cancelled and fully refunded.

Personalisation is available for certain specified products with standard delivery only. Please allow up to 5 working days (working days are classed as Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for delivery to UK mainland except to those remote postcode areas as more particularly set out in the Delivery Guidelines. Please allow an additional 2 days for deliveries of personalised products to the remote postcodes and for all international deliveries. These delivery times are estimates only. Please allow up to 15 working days for products dispatched to you from our Disney Partners.

Acceptance Email

We will send you a further notification email confirming acceptance of your order once your products have been dispatched. The contract between you and us for the sale of any product will therefore be made and become binding on both you and us when we have dispatched your order. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time that we send the e-mail to you (whether or not you receive that e-mail).

Cancelling or Returning your Order

We want you to be delighted every time you shop with us. Occasionally though, we understand that you may want to cancel your order and return products. 

You have the legal right to cancel your order at any time prior to us dispatching your order, and up to 14 days after receiving your order, for any reason. To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the model cancellation form available to download here, but it is not compulsory. To meet the cancellation deadline, it is sufficient to tell us you want to cancel your order within 14 days of receiving your order. 

If you have received your order, you should send back the products you wish to return to our Guest Service Centre without undue delay and in any event no later than 14 days from the day on which you informed us of your decision to cancel. You may use the Guest Returns Label on the front of the delivery note and include in your package the delivery note with the returns information completed to speed up processing of your return, however it is not compulsory. You will have to cover the cost of returning the products to us. We shall refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product. Refunds are made using the original payment method. You will not be charged any extra fees for this refund. 

We are also pleased to offer you the right to return products beyond 14 days of receiving the product, up to 30 days, subject to the following conditions. For such returns, we will not refund the original delivery costs, and you will be responsible for the return delivery costs. Using the Guest Returns Label, you must pack up the product(s) securely, including the delivery note with the returns information completed. In order to ensure the safe return of any products we recommend that you obtain proof of postage from the post office and retain this proof of postage until you receive your refund. Refunds are made using the original payment method. 

You may also return your order to your nearest Store, provided that the Store is in the same country as the Online Store where you placed your order. To obtain a refund in Store for an Online order you must provide a copy of the delivery note and bring the original payment method. All refunds will be issued to the original payment method in the original currency of purchase. For exchanges, we recommend that you contact your local Disney Store in advance to check if the product you require is in stock. Please note that we do not accept returns of any products purchased from Disneyland Paris. 

We regret that we cannot accept returns of certain products, including products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, sealed audio or video recordings or of sealed software if unsealed by you after delivery, products made to your specifications or clearly personalized, and tickets for Disney theme parks, film screenings or other live events booked for a specific date or within a specific period.. DisneyLife Gift Cards purchased online on the Site will not be refundable in the event that the code/scratch-off panel has been tampered with. Where a product is not returnable, we endeavour to specify this in the product description.

We reserve the right to refuse to refund or exchange products returned to us that are not in a resalable condition. 

You may return to us any product (including products otherwise excluded from the cancellation/return rights above) that is damaged, defective or we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order, or where the product is damaged or defective media, Vinylmation or other collectibles which may only be exchanged for the same product) and the cost of returning the product to us. Refunds will be made via the original payment method.


When ordering products from us for delivery to any address outside the European Union, you may have to pay import duties and taxes, which are levied once the package reaches the specified destination. These and any other additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you must comply with all laws and regulations of the country in which you are receiving the products. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. All our prices include VAT if applicable.


We try our best to ensure that the product prices stated on our Site are accurate but errors can occur and sometimes we discover that the price displayed for a product is incorrect. If we discover that we have made a mistake with the price of a product on the Site, we will inform you as soon as possible of our error and we will not be liable to supply you with that product at the incorrectly displayed price. We will notify you of the correct price of the product and will give you the option to purchase the product at the correct price or to cancel your order. If we are unable to contact you to advise you of the pricing error we will cancel your order. In the event that you choose to cancel your order but we have already taken payment, we will provide you with a full refund to your original method of payment. 

Please note that prices on our Site may differ to those in store. 

Please note that CDs, DVDs, Blu-ray, audio, video games, software media may be subject to technical protection measures to prevent unauthorised copying. Any restrictions on inter-operability of such media will be specified in the relevant product descriptions on the Site.

Legal and Commercial Warranties

We remind you that the applicable law requires that products conform to any description applied to them on the Site, are of satisfactory quality and fit for the purpose made known to us by you at the time of purchase. Nothing in these Terms should be taken as excluding or restricting these warranties or any other rights which the applicable law grants explicitly or implicitly to consumers in respect of such products. 

Where products are sold with additional guarantees or warranties provided by the manufacturer, we will advise you of this in the product descriptions on the Site. Please contact our Guest Service Centre for more information, including for details of manufacturers’ after-sales service. Subject to the statutory or other legal rights and without prejudice to the preceding paragraph, such warranties and guarantees are not enforceable against us, but only against the person giving them.

Our Liability

We do not limit in any way our liability for death or personal injury caused by our negligence or for fraudulent misrepresentation or concealment. 

We accept liability for damage to property where and to the extent the damage arises from our negligence, or of our servants or agents, up to a limit, in relation to any one event or series of events arising from the common cause, of (i) where the event is or relates to the purchase of any product, twenty (20) times the price paid for that product, or (ii) in any other case, two thousand pounds (£2,000). 

If we breach these Terms we accept liability to you for any losses which are direct and reasonably foreseeable consequence of that breach, up to a limit, in relation to any one event or series of events arising from a common cause of two thousand pounds (£2,000).

We do not accept liability for any pure economic loss (e.g. lost wages) and any loss which is not a direct and reasonable foreseeable consequence of the relevant breach of these Terms or which is consequential, howsoever arising and even if we have previously been advised of the possibility of such loss.

Events beyond our reasonable control

Without prejudice to your statutory rights as a consumer, we will not be held responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is beyond our reasonable control.


If you breach these Terms and we take no action against you, we will not be considered to have given up our rights in respect of your breach. We reserve our rights and remedies in any situation where you breach these Terms.

Questions, Comments and Complaints

If you have any questions, comments or complaints about how your order has been handled, please contact our Guest Service Centre.

Entire Agreement

These Terms shall replace any prior agreements or arrangements which may have existed between us, provided that the information you have given to us is not incorrect or fraudulent.


If any of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.


We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms to a third party. You agree that we may do so provided that this does not affect any standard of service you receive under these Terms. Furthermore you agree that in the case of a transfer only, after we notify you of the date on which will transfer our rights and obligations to another legal entity, your only rights under or in connection with these Terms will be against the new legal entity and not against us.


Your privacy is very important to us. Please review our Privacy Policy which explains how we will use your personal information that you disclose to us in the course of your use of the Site and when placing an order.

Any personal data you supply us solely for the purpose of fulfilling your order is controlled by The Disney Store Limited. This data is also subject to our Privacy Policy.

Electrical Equipment Recycling

We are a member of the distributor "Take Back" scheme operated by Valpack. Please help us to minimise the effect we have on the environment by recycling your waste electrical goods. 

To find your nearest recycling points and helpful recycling tips for electrical goods, visit

Governing Law

These Terms, and any other contract made between us in the manner described above shall be subject to and interpreted and enforced in accordance with English law and in respect of any actions or claims under these Terms you and we agree to submit to the non-exclusive jurisdiction of the English courts. 

You can find out about the European Commission’s Online Dispute Resolution (ODR) platform here: At present, we do not use alternative dispute resolution (ADR), including through the ODR platform as a means of settling consumer complaints. If you have a complaint please contact us directly at

Terms of Use

Your use of this Site is subject to our Terms of Use, which you can find here


Christmas Thank You Card

General Terms & Conditions

How you claim your thank you gift:

1. You must be 18 or over and a resident of the UK or Ireland (including Northern Ireland, Republic of Ireland, Channel Islands and Isle of Man) to take part.

2. Upon any purchase at participating Disney Stores and online at, one scratch card will be given to a guest by a Disney Store Cast Member (when purchasing in store) or received in your delivery parcel (when purchasing online), in the UK and Ireland before November 29, 2016. Only one scratch card will be issued per purchase transaction (a maximum of three purchase transactions per guest).

4. Once you receive your scratch card, scratch the panel at the front of the card to reveal your gift. The gift received will be displayed on the scratch panel. £5/€5 off your next £35/€35 purchase Unique code can only be used once online at or surrendered to a Cast Member in store upon use at participating Disney Stores in the UK and Ireland.

Eligibility for offer calculated on purchase value following the application of all other discounts and excludes DVDs, Blu-ray, CDs and Video Games (including Disney Infinity), Electrical Items, Limited Editions, Subscriptions, Star Wars: The Force Awakens BB-8 Interactive Robotic Droid by Sphero, BB-8 Interactive Robotic Droid with Force Band by Sphero, Interactive Force Band by Sphero, 74-Z Speeder Bike by Propel, T-65-X-Wing Starfighter by Propel, TIE Advanced X1 by Propel, Gift Cards, Delivery Charges or Walt Disney Parks and Resorts tickets.

Only one voucher code may be used per purchase transaction. The unique code cannot be used in conjunction with other promotional codes or vouchers as available by Disney at the time of use.

Free UK or Ireland standard delivery. Free delivery applies to UK or Ireland Standard Delivery with any single purchase made at sent to a single delivery address in the UK or Ireland. Unique code can only be used once. Not to be used in conjunction with any other promo code. Offer applies to new purchases only. Free personalisation Free personalisation applies to each personalised item in basket.

Personalised items may not be returned or exchanged unless damaged or defective. Unique code can only be used once. Not to be used in conjunction with any other promo code. Offer applies to new purchases only.

General Terms & Conditions (of which how to redeem is a part):

5. No cash or other alternative gifts are available, except that in the event of circumstances outside of its control Disney reserves the right to substitute a similar gift of equal or greater value. Unless otherwise stated in the gift description, guests are solely responsible for all additional costs and expenses associated with claiming the prize.

6. Disney reserves the right to modify, suspend, cancel or terminate the promotion or extend or resume the promotion period or disqualify any participant at any time without giving advance notice and will do so if it cannot be guaranteed that the promotion can be carried out fairly or correctly for technical, legal or other reasons or if Disney suspects that any person has been manipulating the promotion, or has acted unethically in any other way or where it has reason to believe that these terms and conditions have not been complied with.

7. Disney has arranged this promotion in good faith but, to the fullest extent allowed by law, accepts no responsibility for loss or damages as a result of anyone participating in the promotion or any aspect of any prize awarded. Your statutory rights are not affected.

8. The laws of England and Wales apply and any disputes will be dealt with in the English courts only.

9. The Promoter is The Disney Store Limited, 3 Queen Caroline Street, London, W6 9PE (“Disney”). If you have any questions please contact Customer Services at or write to Thank You Card Promotion, Disney Store Marketing Team, 3 Queen Caroline Street, London, W6 9PE. © Disney.

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