Before contacting us, please refer to our Frequently Asked Questions page HERE, where you can find answers to many common queries.

If you cannot find the answer to your query, all Online Shop & Retail enquiries should be sent to:

ATROnlineShop&Retail@alton-towers.com

This inbox is for Resort merchandise purchased on-site or sold through the Online Shop only. Please ensure you provide the following information to ensure we can assist with your enquiry as soon as possible:

• Online Shop orders: Please include your order number in the subject line of your email.
• Items purchased at Alton Towers: Please attach a clear photo of the receipt relating to the items in question. Please note that without proof of purchase, we may be unable to assist.
  

Enquiries are handled in the order they are received. We aim to respond to all enquiries within 5-7 working days. However, please note that this inbox is not monitored daily, and response times may vary depending on Resort operational demands. 

Should you need to provide any additional information after sending your initial correspondence, please reply to the original email or the automated response received to ensure this is added to your case. Please note that this may affect your response time. If you have not included the required information in your original correspondence, please respond with it as soon as possible to prevent your enquiry being placed further down the queue.

Enquiries not related to Resort merchandise or items purchased through the Online Shop cannot be processed via this inbox and should be directed to the relevant team by visiting the CONTACT US page.