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COVID-19 (Coronavirus)

Last updated: Thursday 26th November 2020

Visitor Information

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In light of new government guidelines, Warner Bros. Studio Tour London – The Making of Harry Potter is temporarily closed. The Studio Tour will reopen on 3rd December ​with our Hogwarts in the Snow feature in place. We’ve extended our opening hours in December to allow more people to experience our magical Christmas season.

Any bookings affected by our temporary closure will receive a full refund. All refunds for bookings during this period have now been processed and should be received by 27th November. Refunds are processed automatically, you do not need to contact the Studio Tour or your credit card provider.

If you used a gift ticket for a booking between 5th November – 2nd December, your booking will be automatically cancelled and your gift tickets revalidated until 31st December 2021. This has been processed automatically so there is no need for you to contact us to arrange this. Any additional tickets purchased at the time of redemption have also been changed to gift tickets to be redeemed at a later date.

If you have purchased tickets or transportation packages via a third-party company, please contact them directly. Please note, refunds will not be given for any travel, accommodation or additional expenses.

If you would like to get in touch, please email [email protected]. Our Visitor Services teams is availabile from 9am – 5:30pm Monday to Friday and from 10am – 5pm on weekends.

We are also pleased to announce that, due to popular demand, A Celebration of Slytherin will return for 2021! The special feature will run from 23rd January – 15th September.

We’re looking forward to welcoming you back to the Studio Tour soon!

FAQS


Refund FAQs

Is the Studio Tour still open following the change in Tier Level for London?
The current London Tier Level does not affect Warner Bros. Studio Tour London. We are continuing to operate with our safety measures in place.

Can I still visit the Studio Tour if I am visiting from a Tier 2 or 3 area?
If you are in a Level 2 or 3 Tier area, please follow government COVID-19 secure guidelines regarding travel. We are happy to refund or rebook your ticket for another day subject to availability. Please contact our Visitor Services team on 0800 640 4550.

When will I get my refund, can you give me a timeframe?
All refunds for bookings with visit dates between 5th November – 2nd December will be processed by the 27th November and will be prioritised in date order, please then allow 5-10 days for this to appear in your account.

I have tickets for later in the year 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 purchased a gift ticket in 2020 and haven’t had a chance to use it yet, we have extended the expiration date to 31st December 2021. 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 5th November – 2nd December inclusive, but am no longer able to use them?
If you used a gift ticket for a booking between 5th November – 2nd December, we have cancelled these tickets and revalidated your gift tickets until 31st December 2021. 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 31st December 2020, this will be extended to be valid until 31st December 2021. 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 5th November – 2nd December, we have cancelled these tickets and revalidated your gift tickets until 31st December 2021. 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 email our team at [email protected] or call us on 0800 640 4550. Our Visitor Services team is available from 9am – 5:30pm Monday to Friday and from 10am – 5pm on weekends.

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.