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Order Policies and Shipping Information

Order Policies 

Merchandise Payment
 

Pre-payment is required for all orders by Card (we accept Visa, MasterCard and American Express) or by BACS Direct Debit (for UK Domestic Bank Accounts). 

If you select Purchase Order as the payment method, please note that this creates a pro-forma invoice which must be paid for before the order is dispatched, unless you hold a Credit Account by special arrangement.

For more information see how can I pay for my order?

Returns and Refunds 

Under UK online and distance selling rules, you have the right to cancel and inform us of your wish to return purchased items within 14 days of the receipt of goods by contacting [email protected] with full order details.

You then have a further 14 days from the date you informed us of the cancellation to return the items at your own expense. Goods must be returned in resaleable condition and will be rejected if used or damaged. We recommend that you obtain proof of posting and retain this until your refund has been received. Concord Theatricals is not liable for items lost in transit, without proof of posting. We are under no obligation to accept returns if you contact us later than 14 days after the receipt of goods or return goods outside of the full 28-day limit, or without first receiving our authorisation.

Refunds will be made using the original method of payment (If you paid by card this is done via secure instruction to your payment provider; we do not store your card information in our systems). Under certain exceptional circumstances, returns may be accepted outside of the usual time limits, in which case a credit memo will be issued, subject to a 20% restocking fee. Credit memos must be used towards new merchandise purchases within one (1) year of the issue date. After one (1) year, the credit memo expires and becomes non-refundable and unusable.  

For Bookseller and other Trade customer returns, please contact our distributor Ingram Publisher Services UK via email: [email protected]   

Music Rental Materials Returns 

For Musical Material Returns, please visit here 

Credit Memos
Credit memos must be used toward new merchandise purchases within one (1) year of the issue date. After one (1) year, the credit memo expires and becomes non-refundable and unusable. 

Shipping Information 

Order Processing
We make every effort to ship orders as quickly as possible. Most orders are typically processed and shipped within 2 business days of receipt (note that “business days” excludes weekends and public holidays). Please be aware that during peak ordering seasons processing times may be longer. 

Tracking
Tracking numbers, where available, are emailed when orders leave our warehouse(s) or may be found within the order information in your customer dashboard.  

Expected Delivery Times 

UK Delivery
Please allow up to 7 days for delivery from the date of dispatch, however standard service times are as follows: 

1st Class (Royal Mail or 24-hour courier at higher weights) – delivery usually within 1-2 working days from the date of dispatch (an estimate of when the item(s) ordered will be dispatched is given on each product page beneath the Add to Cart button) 

2nd Class (Royal Mail or 48-hour courier at higher weights) – delivery usually within 3-4 working days from the date of dispatch (an estimate of when the item(s) ordered will be dispatched is given on each product page beneath the Add to Cart button)  

If you have any questions about delivery methods or charges, please contact Customer Services on 020 7054 7298 or [email protected]

International Delivery
Please allow up to 28 days for delivery, from the date of dispatch.

For the US and Australia, we use standard airmail services.

For all other destinations, we use tracked airmail or air courier services to ensure safe delivery. For the EU, orders are sent “duties paid” which should avoid any additional charges being levied upon delivery. However, please note that we cannot take responsibility for any additional import charges imposed by customs or local regulatory agencies. 

Updated on December 2, 2024

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