Collection: FAQ's

Shipping, Returns & Exchanges

My parcel still hasn’t arrived, what do I do?

You will receive tracking information from us once your order has been dispatched, please follow the links to track your parcel, alternatively please email us at with your order number and we can investigate it for you.

If I purchase something online can I return it for a refund in store?

If you purchase an item on line it can be returned to the Samford Store, however the refund can only be processed online not in store.

What is the difference between standard free shipping and standard shipping $6.95?

Standard free shipping does not always come with a tracking number, our standard shipping $6.95 and express shipping will always come with a tracking number.

If I purchase something online can I exchanged it in store?

Yes, as long as it is for the same value and adheres to our refund/exchange policy.

Why has my box of secrets not been packaged into another box for mailing?

Our box of secrets box is a mailing box, so it will arrive without any other packaging. If you would like to give the box as a gift, we suggest letting us know when checking out in our “add delivery instructions” and we will package it in a protective box for you. You will receive an invoice for the extra packaging.

Is there a phone number for the warehouse?

Please contact us via email for ALL online enquiries, our in store team can not assist with online enquiries.

I need to cancel my booking for the classes/wizards adventure game, when will my refund come through?

It can take up to 5 business days for the refund to be processed.

Do you offer Click and Collect from your stores?

No, not at this stage.

In Store & Online Shopping

I have a problem with my online order can I ring the store?

No, you will need to email us at for all online related issues.

What are your store opening hours?

Samford: 10am - 4pm 7 days a week

What is the Samford store phone number?


What are your opening hours over the Christmas school holidays?

Samford: 10am -4pm 7 days a week

What are your opening hours over Christmas?

Closed the following days: 25th December 2024, 26th, 1st Jan 2025

Is everything that you sell online the same in store?

No, not everything you find online is available in our stores, and we also have some items in store that are not available online

Do you sell gift vouchers?

Yes, we have gift vouchers available. Our vouchers purchased online can be used both online and in store. Our vouchers purchased in store can ONLY be used in store.

What is in the 'Box of Secrets'?

Each box has double the value worth of products in it. Each box is hand picked with magical items that will delight anyone that receives it.

How long do I have to use my gift voucher?

There is no expiry on our online vouchers. Our in store vouchers have a 3 year expiry.

My “Secret code” is not working when I am trying to check out using an online voucher, what can I do?

1.  Choose your product(s) put into 'CART' and head to "CHECKOUT"

2.  Complete personal details and click on "REDEEM VOUCHER"

3.  From the attached Gift Voucher COPY & PASTE the following into the designated sections

     Voucher Code: {Paste Voucher Code}

     Secret Code:    {Paste Secret Code}

4.  Scroll down to the "Apply Credit" box (on the left hand side under Payment Details) and type in the amount you wish to redeem from the voucher

5.  Choose how you would like to pay for the remaining balance and click "CONFIRM & PROCESS"

I am looking for an item that I saw on your website but it is not there now, how can I find it?

There is a “Notify me” link for our items that are out of stock. Click the link and follow the instructions, you will receive and email when the item comes back in stock for you to purchase

I am trying to use Afterpay but it is not letting me, what should I do?

Our Afterpay has a minimum order of $50.00 if your order is over $50.00 and still not working please email us at

Do we need to book?

No, you do not need to make a booking to come to our store.


Are your staff fully vaccinated against COVID 19?

Yes all our staff members are fully vaccinated.

Events & Parties

How long does the potions and wand classes go for?

Our potion and wand classes are 30 minutes long

What age is best suited for your classes?

Our classes are suited to anyone aged 5 and over. Anyone under the age of 5 will need to have a parent/guardian to help them.

Does the parent/guardian need to purchase a ticket for the classes?

No, only the person doing the class needs to purchase a ticket. Parents/guardians are able to stay to watch and supervise.


Is your store wheelchair friendly?

Yes, our store is wheelchair accessible

Does your store have bathrooms?

The closest bathroom for Samford is the John Scott park across the road, follow the red path.

Do you sell your butterscotch brew to take away?

Yes we have our very own cans of Butterscotch brew for you to take home and enjoy

Can I get sorted into my house at your shop?

Yes, our friendly witches and wizard staff members will happily sort you into your house.

Do the School Supplies and Owl Tasker games require a strong knowledge of Harry Potter?

No, the games are problem solving based.

How much does the School Supplies and Owl Tasker game cost?

The School Supplies and Owl tasker game is $49.99 per tablet and you can have up to 6 people per tablet. 

How long does the school supplies and owl tasker game take?

A little over 30 minutes

How many people can play the school supplies and owl tasker game?

We recommend no more than 6-8 people per tablet.


Are you hiring at the moment?

We are always on the look out for new house elves, please send a resume to