Refunds & Returns

If for any reason you are not entirely happy with your order – whether you have changed your mind, or we have made a mistake – then please contact our customer service team as soon as possible on shop@brb.org.uk.

Your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charge but does not include the cost of returning the item. 

If you would like to return your order, please try to let us know immediately and if it's within 30 days we will be happy to offer you a full refund, replacement or exchange. Unfortunately, after 14 working days we cannot refund any delivery charges. Return postage charges are non-refundable unless your order was faulty or incorrect.

Returns
Please return items to us unused and in pristine condition so they can be re-sold. If you need a refund, we will issue this using the same payment details that were used to purchase the items. We aim to process all returns within 14 days, but the refund could take up to an additional 10 working days to show in your account so please bear with us.

Returns should be sent to: 

Shop Orders
Birmingham Royal Ballet
Thorp Street
Birmingham
B5 4AU 

Please ensure you include proof of purchase with your return. 

Damaged Items
If your order arrives damaged or has a fault please contact us by email at shop@brb.org.uk so we can arrange a replacement or return the item to us for a refund.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange an item please send us an email at shop@brb.org.uk and further instructions will be provided.

Special Note
Our in-venue and online merchandise operations are separate functions, therefore, you will not be permitted to receive an exchange/refund in-venue for items purchased online. Similarly, you will not be permitted to receive an exchange/refund through our online shop for those items purchased in-venue.