Orders & Enquiry Updates
Updated 16th November 2023
Will my order arrive in time for Christmas?
We will announce our cut of date for Christmas orders in the coming weeks, currently all orders being placed are expected to arrive before Christmas.
Where is the response to my email?
Online Shop Merchandise enquiries should be directed to ATROnlineShopRetail@merlinentertainments.biz
The Online Shop inbox only deals with enquiries relating to the resort merchandise sold online. It is not manned every day during the closed season. Enquiries are actioned in the order they are received. Contacting via other departments will sadly delay your response as they have no access to online shop systems and have to forward your enquiry to us joining the back of the queue. Enquiries not relating to the online shop regrettably can not be answered and should be directed to the relevant team on our contact us page.
Where is my order?
The online shop is not staffed every day during the closed season and sadly we don't offer prime delivery service. We Aim to process orders twice a week, so there may be a delay in your order leaving the resort. Once the order has left the resort it is in the hands of our delivery partners and we have no further control over the timing of its arrival.
You can track your parcel with the details provided in your shipping confirmation. Regrettably we don't have access to any more information than that available to you via the tracking service and your enquiry should be directed to the shipping partner specified on your shipping confirmation.
Please note that as we draw closer Christmas the busier the delivery partners become and the more likely you are to experience a delay in your order arriving.
Why can't I find certain items?
The Online Shop sadly does not carry the full product range. All Cbeebies and David Walliams merchandise remains exclusively available at the resort and we are unable to offer these ranges online. A selection of Merchandise from several of Alton Towers Resort and Merlin Entertainments own brands, including The Dungeons is available via the online shop. We are unable offer the full range as some items we like to keep exclusive, some sadly damage during transit and some are quick moving items that can sell out before we are able to update the online availability.
'Mark On The Park' Bricks
The latest batch of bricks has now arrived at the resort and awaiting the weather to be more favourable to allow our teams to install them. We are hopeful that this will be in the coming days but please don't attend the resort specially until you have received confirmation the brick has been installed as our teams are also busy with various other closed season duties. All bricks ordered prior to September 2023 have already been installed at the entrance plaza to the Theme Park.
How do I get my pass discount?