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COVID-19 (Coronavirus)

Last updated: Monday 17th March 2021

Visitor Information

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WARNER BROS. STUDIO TOUR LONDON – THE MAKING OF HARRY POTTER IS NOW OPEN.

The safety of our visitors and colleagues is our number one priority. To help keep everyone safe, we’ve implemented a number of measures and changes to the Studio Tour experience. The updates are designed to prioritise social distancing and enhanced cleaning.

While the Studio Tour experience may differ from previous visits, we’re looking forward to welcoming you back into the Wizarding World for a magical day out.

We’re constantly monitoring the situation and updating our website, please check back here for the most up-to-date information.

View safety measures


FAQS

Refund FAQs

When will I get my refund, can you give me a timeframe?
Any bookings affected by our temporary closure will receive a full refund. We are currently working to refund all outstanding bookings for visits up to and including 16th May and are prioritising these in order of visit date. All refunds for:

Please then allow 5-10 days for this to appear into the account used when booking. Refunds are processed automatically, you do not need to contact the Studio Tour or your credit card provider.

Can I rebook my visit instead of received a refund?
If your booking has been impacted by our temporary closure, your refund will be processed automatically. If you would like to rebook, tickets are currently available online for visits until 31st December 2022.

I have tickets for the Studio Tour but we’re not able to travel internationally. Can I get a refund?
If you have a future booking that you are not able to attend, please email us at [email protected] with your booking reference number and we’ll be happy to organise a refund or reschedule your visit, subject to availability.

I had booked a ticket through a third-party agent, can I still get a refund?
If you have booked a ticket through a third-party agent, please contact them directly.

Why is there a difference between the amount I was charged in my local currency when I made my booking and the amount that has been refunded to me?
Any bookings that are refunded into local currencies will be made at the corresponding exchange rate at that time, which is subject to variation. We always refund the full amount in GBP and unfortunately aren’t able to affect the exchange rate at the time.

The card I used to purchase my tickets with has expired, or my account is closed. What will happen with my refund?
All refunds are automatically processed back onto the original payment card. If your card has expired, or you have closed your account, providing either another account was opened with the same bank or a switch service was implemented, the refund will still be processed. It can however, take longer for the money to reach your account, please allow for a minimum of 14 days once your refund has been processed. This time is dependent on your bank or card provider.

I have only received a partial refund. When will I receive my full refund?
If you purchased additional tickets or made changes to an existing booking, the different amounts will appear as separate transactions when refunded back to your card or account. If after 14 days of receiving your refund confirmation you have still not received the correct amount, please contact us at [email protected].


Gift Ticket FAQs

I purchased a gift ticket in 2020, will this be extended?
If you have a gift ticket that is due to expire on or before 16th May 2021, this has been extended to be valid until 31st May 2022. This is an automatic process and there is no need to contact us to extend your gift ticket. You will retain your original booking reference number.

Can I receive a refund for gift tickets if I used these to book a visit between 16th December – 16th May 2021, but am no longer able to use them?
If you used a gift ticket for a booking between 16th December – 16th May 2021, we have cancelled these tickets and revalidated your gift tickets until 31st May 2022. This has been processed automatically so there is no need for you to contact us to arrange this.

I have an unredeemed gift ticket that’s due to expire, will this be extended?
If you have a gift ticket that is due to expire before 16th May 2021, this will be extended to be valid until 31st May 2022. This is an automatic process and there is no need to contact us to extend your gift ticket. You will retain your original booking reference number.

I redeemed a gift ticket and purchased additional tickets but haven’t received my refund?
If you used a gift ticket for a booking between 16th December – 16th May 2021, we have cancelled these tickets and revalidated your gift tickets until 31st May 2022. Any additional tickets purchased have also been changed to gift tickets to be redeemed. This has been processed automatically so there is no need for you to contact us to arrange this.


Other FAQs

How can I contact you about a question not covered here?
If you would like to get in touch, please contact our Visitor Services team.

I booked a Schools visit paid for by BACS or cheque, will I be refunded automatically?
If you have paid by BACs or cheque, you will not be refunded automatically. Please send your VAT registration number, primary contact name, telephone number, email address and company name to
[email protected]. Once we have received this, we will process your refund.