Frequently Asked Questions

WHERE DO YOU SHIP TO?

We currently ship within all 50 United States (including Alaska and Hawaii). Please visit our website for updates on added shipping destinations. wbstudiotour.com

WHAT DELIVERY OPTIONS ARE AVAILABLE?

We offer Standard and Express shipping. Standard shipping should arrive within 7-10 business days of purchase. Items ordered via Express shipping should arrive in 2-3 business days. You will receive an email to notify you when your order has been dispatched. Delivery times may vary depending on which delivery option is chosen at checkout and your location within the United States. All orders are processed for delivery Mondays to Fridays (excluding Federal Holidays). To receive items by Christmas, orders should be placed by 12/12 for standard/ground shipping or placed by 12/17 for express shipping. These dates are estimates only, and subject to carrier delays.

HOW MUCH IS SHIPPING?

You can qualify for free Standard shipping by spending $75 or more on your order. You can qualify for free Express shipping by spending $150 or more on your order.

WHAT DO I DO ABOUT A LOST OR DAMAGED PACKAGE?

Once your items leave the Warner Bros. Studio Store, you will receive a tracking number via email. Once your shipment has reached the carrier, it is out of our control and Warner Bros. Studios is not responsible for lost or delayed packages. Please refer to your tracking email to review the terms and conditions on their shipments. Please check your inbox and spam folder for your order tracking number. The email recipient address will be from studio.tour@warnerbros.com.

WHAT DO I DO IF I HAVE LOST MY DELIVERY NOTES OR RECEIPT?

If you have lost your delivery confirmation email, please contact our Customer Services team using our Contact Form.

WHAT IS YOUR RETURN POLICY?

If not completely satisfied with your order, you may return eligible items up to 90 calendar days after receipt of your purchase. You will receive a full refund for the product(s) less the cost of shipping. Customer shall be responsible for cost of shipping for returned items. Please contact us by clicking here, and be sure to reference your order number when completing the form.

For returns, please make sure that the item(s) to be returned or exchanged are unwashed, unworn with original tags or it/they may be rejected.

For any item defective or damaged during shipping, those items can only be exchanged for the same item. We do not offer substitutions for another item.

Take a photo of the damaged item and send them to WBSFreturns@warnerbros.com, along with your order number. Once received, our customer service team will contact you with further instructions. Please do not send damaged or defective items to Warner Bros. Studios.

The following items cannot be returned and can only be exchanged if deemed faulty by Warner Bros.: cosmetics, earrings, personalized items, food and drink, underwear, face coverings.

HOW LONG BEFORE I RECEIVE MY REFUND ON AN ITEM I PURCHASED?

Refunds typically take 7-10 business days from our receipt of your returned items. It may require several days for your bank to credit your account. 

HOW DO I EXCHANGE A PRODUCT?

Other than defective items, we currently do not offer exchanges, please see our Return Policy (insert hyperlink) for further information.

WHAT SHOULD I DO IF I DID NOT RECEIVE THE CORRECT ITEMS?

If you are missing or did not receive the correct item(s), please contact us by clicking here.

We may have sent your items in separate boxes so please allow 48 hours for remaining items to arrive. If the remaining items are still missing 48 hours after receiving your first package, please contact us by clicking here.

MY ITEMS CAME DAMAGED, WHAT SHOULD I DO?

We are sorry to hear that your product has been damaged. We can offer a full refund for the item or we can start the process to exchange defective items for you. Defective items can be exchanged for similar items. A photograph of the damaged item will be required for exchange eligibility. 

Take a photo of the damaged item and send it to returns@warnerbros.com, along with your order number.  Once received, our customer service team will contact you with further instructions.  Please do not send damaged or defective items to Warner Bros. Studios unless specifically instructed by Warner Bros. Studios to do so.

CAN I CANCEL MY ORDER?

If you would like to cancel your order and it has not yet been processed, please contact us by clicking here. Once processed, orders cannot be adjusted. You will receive an email to confirm once your order has been cancelled. Please note, we are unable to cancel or amend individual items on an order.

If a cancellation isn’t possible, you can wait until the order is delivered, then please refer to our Return Policy for eligibility.

WHAT KIND OF FORMS OF PAYMENT DO YOU ACCEPT?

The following forms of payment that are accepted on our website are: American Express, Discover, Google Pay, MasterCard, ShopPay and Visa. We currently do not accept ApplePay, Paypal, money orders, cash, checks or gift cards.

WHEN DOES MY CARD GET CHARGED?

Your credit card is charged when your order is shipped.

ARE THE PRICES THE SAME ONLINE AS THEY ARE AT THE WARNER BROS. STUDIO STORE?

Yes, the prices are the same online as they are at the Warner Bros. Studio Store located at 3400 Warner Blvd, Burbank, CA 91505 USA.

IS EVERYTHING AT THE WARNER BROS. STUDIO STORE AVAILABLE TO ORDER ONLINE?

No, currently we feature a limited assortment of our exclusive items only available from the Warner Bros. Studio Store.

WHERE CAN I FIND YOUR SIZE GUIDE AND CARE INSTRUCTIONS?

We have size guides available on most of our product pages. Just click on the 'Size Guide' button on each product page and the pop-up window will appear with measurement details. The Size Guide is an estimate and sizes can vary based on the individual.

Our care instructions can be found below the description on each product page. We would also suggest reading the care label and washing instructions before washing any clothes.

CAN I ADD AN ITEM TO MY ORDER LATER?

Unfortunately, items cannot be added to your order once your check out process is complete. Please feel free to create a new order to add additional items you would like to purchase.

I SAW AN ITEM WHEN I VISITED THE WARNER BROS. STUDIO STORE, BUT I CANNOT FIND IT ONLINE. IS IT POSSIBLE TO REQUEST?

We offer a limited assortment of items online that are exclusive to our Warner Bros. Studio Store. Keep checking the website for any updates we may make in the future. wbstudiotour.com

CAN I ORDER ITEMS ONLINE AND COLLECT THEM AT THE WARNER BROS. STUDIO STORE IN PERSON?

For online store merchandise orders, we currently do not offer in-store pick up. However, when visiting the Warner Bros. Studio Tour, you will be able to visit the Warner Bros. Studio Store in person and shop our entire range of exclusive merchandise.    

OUT OF STOCK PRODUCTS

Stock levels may fluctuate depending on demand and any potential shipping delays from our suppliers, which are outside of our control. We are unable to provide a specific date on items that will be available again and recommend that you continue to check our website on a regular basis.

HOW CAN I CONTACT YOU?

If you would like to speak with us regarding a product or an existing order, please contact us by clicking here. Please provide the order number, where possible. You may also speak with one of our Customer Support team members via phone at 818-977-8687.

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