Frequently Asked Questions

FAQs
 

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Apple Pay, American Express, Visa, MasterCard, and PayPal. All payments must be made in Euros.

HOW DO I PAY FOR AN ORDER WITH PAYPAL?
Browse the store and add items to your cart. When you go to checkout you'll be presented with two options: You can choose to pay with a credit card or you can use your PayPal account. If you choose to pay with PayPal, you will be presented with a PayPal login window. You will be asked to select a preferred payment method, such as a bank account or credit card that is linked to your account. If you have a PayPal balance, it will be used before any other payment method. Follow the instructions to complete the payment.

WAS MY CREDIT CARD/PAYPAL ACCOUNT CHARGED TWICE?
When you place an order, we obtain an "authorization" from your credit card company or PayPal. This merely confirms that the funds necessary to pay for the order are available. We do not actually collect your payment until your order has shipped. More likely than not, you're seeing this initial authorization as well as the actual payment if your order has recently shipped. Neither PayPal nor most credit card companies do a very good job displaying/explaining these different types of transactions when you're viewing your account online. Rest assured that the temporary authorizations with soon disappear. If you are still concerned that you may have been double-charged after at least one business day, then we encourage you to contact your credit card company or PayPal to confirm that, in fact, a duplicate transaction has occurred. In the unlikely event that this has happened, contact us with your order # and we will investigate and resolve the issue.

HOW MUCH DOES SHIPPING COST?
The cost of shipping can vary greatly depending on the particular items you'd like to purchase, the location where you'd like your order shipped, and the type of shipping service that your prefer. You can get a quick shipping & handling estimate by putting the items in your cart, then supplying some address information on the View Cart page. We'll show you a number of options. During the actual checkout process, you can choose exactly which shipping method works best for you.

WILL YOU SHIP AN ORDER TO COUNTRY XYZ?
We ship worldwide.

DO YOU HAVE A SIZING CHART?
Every piece of merchandise has its own sizing chart below its price. Just click there and a window will pop-up on your screen.

WHEN WILL MY ORDER SHIP THAT CONTAINS A PRE-ORDER ITEM?
Your order will not ship until all the items are available. If you order a pre-order item and an item that is currently available for shipping, then we will wait until the pre-order item is available. If you wish to receive your other items before your pre-order item is available, then please place a separate order. We will always try to have a pre-order shipped out by the release date. Unfortunately, from time to time we may be waiting for a label or manufacturer to send us items for the pre-order. If this is the case, trust that we are doing everything in our power to obtain the items in order to fulfill your order as quickly as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact us through our contact form.

WHEN MY PRE-ORDER SHIPPED I GOT AN EMAIL SAYING MY CARD WAS DECLINED. WASN'T MY CARD CHARGED WHEN I FIRST PLACED THE PRE-ORDER?
According to rules and regulations set forth by the Payment Card Industry (PCI) we are unable to charge a customer's credit card for an e-commerce order until the order has shipped. So when you first place your pre-order, we will obtain an "authorization" from your bank or credit card company to confirm that the funds are available, just like any other order (see the question above "Why have you charged my credit card/PayPal account twice?") . Credit Card authorizations are typically valid for 30 business days before it expires and drops off your account (almost like it never happened). We do not actually capture the payment until the pre-order has been released and the order has been shipped. So make sure those funds are available prior to the pre-order release date! If you chose to pay via Paypal we will typically capture the funds up front. If for some reason we are unable to capture the funds, we will try again on the release date. The Paypal authorization can fluctuate, so we'll have to send a new payment request if the authorization expires. If you are unsure whether or not you have been charged for the order just contact us with the order number and we will investigate.

WILL AN INTERNATIONAL SHIPMENT BE CHARGED DUTIES AND TAXES?
Shipments destined outside the European Union may require additional duties or import taxes to be paid on delivery. The customer is responsible for the payment of all such fees. Unfortunately it is very difficult or impossible for us to estimate the duties and taxes your country may charge you. If you have any questions, please contact your local officials. International shipments do not have a guaranteed delivery time.

CAN I UPDATE MY SHIPPING ADDRESS?
If your order has not shipped out yet we can update your shipping address. Please contact us with your order # and the new address. Once we have updated it we will confirm that that the address has been updated.

CTT CORREIOS OR POSTNL HAVEN'T UPDATED MY TRACKING IN A FEW DAYS, WHAT SHOULD I DO?
Because we utilize a number of shipping partners, sometimes CTT Correios or Post NL tracking numbers aren't updated when the package changes carriers. For a more accurate depiction of where your order is, try entering your tracking number here.

 

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