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COVID-19 (Coronavirus)

Last updated: Thursday, 14th May

Visitor Information

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In accordance with Government guidelines, Warner Bros. Studio Tour London – The Making of Harry Potter is temporarily closed.

For the well-being of our staff we have taken the decision to close our on-site Visitor Services centre with the team migrating to off-site working. As a result of this we apologise that we are unable to take calls. Our Visitor Services team is able to refund your booking without the need to speak to you directly, this will be processed automatically and there is no need to contact us.

We are currently working to refund all outstanding bookings for visits between 1st June – 30th June inclusive and are prioritising these in order of visit date. All refunds for bookings during this period will be processed by the 15th June, 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 your credit card provider.

If you used a gift ticket for a booking between 17th March – 30th June, 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 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.

We have decided to temporarily suspend ticket sales for the remainder of 2020 due to the current level of uncertainty regarding when visitor attractions will be able to re-open and the number of visitors that we will be able to welcome at that point. This decision has been made to minimise any further disruption to bookings and to ensure that we can adapt the Tour with reduced visitor numbers if required.

We hope to welcome you to the Studio Tour soon, further updates on our re-opening will be posted here on a regular basis. Please check back for more information on visits due after 30th June.


FAQS

How long will the Studio Tour remain closed?
We are continuing to monitor the situation closely and will post any updates on our website and social channels.

I have booked a ticket to visit after 30th June, can I get a refund?
We are currently prioritising visitors with bookings up to 30th June. We hope to welcome you to the Studio Tour soon, further updates on our re-opening will be posted here on a regular basis. Please check back for more information on visits due after 30th June.

I have booked a ticket to visit between 17th March – 30th June, can I change the date of my visit?
We have taken the decision to refund all outstanding bookings within this date range. We have decided to temporarily suspend ticket sales for the remainder of 2020 due to the current level of uncertainty regarding when visitor attractions will be able to re-open and the number of visitors that we will be able to welcome at that point. This decision has been made to minimise any further disruption to bookings and to ensure that we can adapt the Tour with reduced visitor numbers if required.

Can I book a ticket for later in the year?
We have decided to temporarily suspend ticket sales for the remainder of 2020 due to the current level of uncertainty regarding when visitor attractions will be able to re-open and the number of visitors that we will be able to welcome at that point. This decision has been made to minimise any further disruption to bookings and to ensure that we can adapt the Tour with reduced visitor numbers if required.

I have 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.


Refund FAQs

I had a booking between 17th March – 30th June and I haven’t received my refund
Once issued, refunds can take between 5-10 days to appear in your account. If you have still not received your payment, please contact us at [email protected].

When will I get my refund, can you give me a timeframe?
All refunds for bookings with visit dates between 1st June – 30th June will be processed by the 15th June, please then allow 5-10 days for this to appear in your account.

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

Can I receive a refund for gift tickets if I used these to book a visit between 17th March – 30th June inclusive, but am no longer able to use them?
If you used a gift ticket for a booking between 17th March – 30th June, 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 30th June 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 have an unredeemed gift ticket that’s due to expire between 1st July – 31st December, will this be extended?
At the moment, we are extending gift tickets that are due to expire before 30th June. If the Studio Tour remains closed for a longer period of time, we will provide further updates here on our website.

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 17th March – 30th June, 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?
We are experiencing a high volume of emails. A member of the Visitor Services team will respond as soon as possible however, please expect a delay in our response as we work through our correspondence. For the well-being of our staff, we have taken the decision to close our on-site Visitor Services centre with the team migrating to off-site working. As a result, we are no longer able to accept calls.