Frequently Asked Questions
Do you have a Returns & Refund policy?
Yes, to view our policy on returns and refunds, please click HERE
I have an enquiry regarding an Online Shop order or items purchased at Alton Towers. What is your contact email address?
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.
I have placed my order, when can I expect it?
- During the main Theme Park season, orders are processed several times a week. Processing times may vary depending on Resort operational demands.
- During the closed season, reduced staffing levels may result in longer processing times.
- Specialist items may also require additional handling time due to their size, weight, or fragile nature, as they may require bespoke packaging.
- You will receive an email once your order has been processed. An order confirmation email is also sent shortly after purchase. If you have not received either email, please check your spam or junk folders.
- You will receive a shipping notification email once your order has been dispatched. This email will include a Royal Mail tracking number. Please note that tracking information may take up to 24 hours to update on the Royal Mail website.
- If you have not received a dispatch notification 5 working days after purchasing, please contact us.
- Once collected, Royal Mail aims to deliver all 2nd Class Signed For shipments within 3–5 working days. After your order has left the Resort, the Online Shop team has no control over the delivery date or access to any additional information beyond what is available via the Royal Mail tracking system.
- While most orders arrive within the above timeframe, some may be delayed or lost in transit. his is beyond the control of the Online Shop team. Please allow up to 10 working days before contacting regarding your order as delays are usually resolved within this time.
Why can't I find certain items?
While we strive for a wide range of merchandise from Alton Towers Resort and Merlin Entertainments brands to be available through the Online Shop, not all items are offered online as some are exclusive to the Resort and can only be purchased on site, while others are unsuitable for delivery due to the risk of damage in transit.
All CBeebies and David Walliams merchandise remains exclusive to the Resort and is not available through the Online Shop
New items are added to the Online Shop periodically; however, we are unable to advise if or when specific products will become available online. We recommend checking the Online Shop regularly for updates.
How do I get my Annual Pass discount?
More information about how to get your Annual Pass discount can be found HERE