Hero Flourish

COVID-19 (Coronavirus)

Last updated: Wednesday 6th January 2021

Visitor Information

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Following recent government guidance, Warner Bros. Studio Tour London remains temporarily closed.

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 12th February and are prioritising these in order of visit date. All refunds for bookings during this period will be processed by 31st January and will be prioritised in date order, 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.

If you used a gift ticket for a booking up to and including 12th February, your booking will be automatically cancelled, and your gift tickets revalidated until 28th February 2022. 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.

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 currently unable to take calls. If your booking has been affected, you will receive an email to notify you and a full refund will be issued. If you would like to get in touch, please email [email protected].

While we prioritise refunding affected bookings, we have decided to temporarily suspend ticket sales up to 31st March 2021. This decision has been made to minimise any further disruption to bookings. Tickets are currently available to buy online for visits from 1st April – 30th June 2021. Tickets for the rest of the year will be made available at a later date, and we will regularly update this page with more information.

We hope to welcome you to the Studio Tour soon, further updates on our reopening will be posted here on a regular basis.

FAQS


Refund FAQs

When will I get my refund, can you give me a timeframe?
All refunds for bookings with a visit date up to and including 12th February inclusive will be processed by 31st January and will be prioritised in date order, please then allow 5-10 days for this to appear in your account.

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 28th February 2021, this has been extended to be valid until 28th February 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 – 12th February 2021, but am no longer able to use them?
If you used a gift ticket for a booking between 16th December – 12th February 2021, we have cancelled these tickets and revalidated your gift tickets until 28th February 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 28th February 2021, this will be extended to be valid until 28th February 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 – 12th February 2021, we have cancelled these tickets and revalidated your gift tickets until 28th February 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

Will you extend Hogwarts in the Snow?
Hogwarts in the Snow will not be extended and the Studio Tour will reopen with A Celebration of Slytherin.

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].

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.