FAQ

ORDERING

Can I track my order?

Absolutely! Just login to your account and check your order status. You will also receive an email notification whenever an important step occurs: order confirmation, order shipped,...you know the drill. 

Can I cancel/modify my order?

You can cancel/modify your order anytime, as long as it has not been prepared for shipping yet. Check out your order status on your account page for more information on whether it's still time to change your mind or not.

How do preorders work?

They're quite straightforward. We charge you when you place the preorder, and the item is shipped as soon as we have it in our warehouse. The ETA of the item is announced on the product page (it can change in between the time of your preorder and production so please check back your account page for the latest order status).

PAYMENTS

Which payment methods do you accept? 

We try to accept as many payment methods as possible, so your hard earned gold can be of use on our fabulous loot store. Currently you can use VISA, MasterCard, American Express, and PayPal. We are constantly looking to offer more widely available payment methods so stay tuned. 

SHIPPING INFORMATION

When will my order ship?

In stock orders placed before 2pm (CET time) Monday to Friday will usually ship same day. Pre-order items have an estimated shipping date listed on the product page. You will also receive an e-mail with the estimated shipping date when you place your order. Preorder shipping dates are estimates however, and could change due to manufacturing or other delays. 

Do you ship to my country?

If it was only up to us, we would ship to every single country in the world. And we're pretty sure that one day we will get there. Unfortunately it is not entirely up to us, as licensing contracts (the precious pieces of paper that we have to sign to create official gear) are a complicated affair, and in some cases we can't ship to certain countries for reasons that we can't really go over here. All we can say is that it's complicated, and we're working on it (promise). You'll be able to see the list of countries we ship to at the checkout page. It varies from product to product.  Here is a general list of countries we can ship to at the moment (note that it varies from product to product as explained above)

Australia
Austria
Belarus
Belgium
Bosnia and Herzegovina
Bulgaria
Canada
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Georgia
Germany
Greece
Hungary
Iceland
Israel
Italy
Japan
Latvia
Liechtenstein
Lithuania
Luxembourg
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Republic of Ireland
Romania
San Marino
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Kingdom

Will I have to pay duties/customs fees?

We try hard to avoid any duties/import fees because we know how much of a bad surprise those are. 

Therefore, the list of countries guaranteed to not be subject to any customs fees is currently as follows:

EU Countries (Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden)
Switzerland
UK
Australia
New Zealand

Any country that is not on this list might be subject to customs/duties fees. We suggest you check those rates with your local tax offices. You can also use this amazing (ahem) tool if you want to be sure: Duties and Trade Tariffs.

RETURNS

What is your Return Policy?

We want you to be 100% happy with anything that you order on our store and strive to offer the best quality products. However, if your happiness levels are dangerously low when you get our package, we're here to craft you a nice little potion and get those levels up.  We accept returns up to 14 days maximum after you received your order. 

Please check our full return policy here.  WARNING: All returned items must be unwashed and unworn, in their original packaging, in perfect condition. Otherwise, we reserve the right to refuse your return.

CUSTOMER SERVICE

We hope that this FAQ answers all the questions that you might have. If it's not the case, please don't hate us just yet, get in touch with us using our contact form. We'll do our best to get back to you as soon as possible. 

Feel free to also send us a message on our Facebook Page.