Answers to most common questions about products, orders, shipments, and payments.
Do we need to dress up?

We actively encourage everyone to dress to fit in with the theme of the Event, it will add to your enjoyment and immersion. It’s not mandatory but highly recommended! 

We'll invite you to register on our event website (once you've purchased your ticket) where you’ll find lots of useful information as well as guidance on dressing up and your audience group. Most of our guests dress up in some way as it helps them to feel part of the experience and to engage with our cast and other guests in the spirit of the show. 


Can I get some guidance on the dress code/how to dress up?

 If you would like more information on the dress code for your event, or some advice and product recommendations please reach out to our costume and merchandise team on merch@secretcinema.org

What is your dispatch time/shipping options?

We aim to dispatch all orders placed before 12pm on the same day.

We offer 24hr and 48hr tracked services by Royal Mail as standard. In the some cases we may need to an alternative courier if our usual courier is unavailable (due to strikes etc).

I have an issue with my order

Please contact orders@secretcinema.org and we will be happy to assist.

What is your returns & refund policy?

Please complete the returns form within 14 days of receipt of your order.

We recommend you obtain proof of postage when returning goods and please ensure the goods are returned unworn, with all tags and packaging, and reach us within 28 days of delivery.

Do you send orders internationally?

Unfortunately we are not currently able to ship outside of the United Kingdom.

Do you offer collection onsite?

Yes we do! We have a click and collect collection which features items that be collected at the event from the merchandise store onsite.

Place an order via the online shop and only select items from that collection for the shipping charge to be removed.

Past Shows

Our exclusive online store is open all year round and you can purchase items for ongoing and past events here

Contact Our Merchandise Team

For merchandise enquiries, please reach out to the team at orders@secretcinema.org

Event Customer Support

For event related enquiries please see our event FAQs

Or call our guest experience number: 020 4538 1195

Opening hours: Monday to Friday 9am - 6pm