Please note that ordering the incorrect size does not qualify for a return.
Why does my item look different from the picture?
Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.
HOW LONG WILL IT TAKE TO GET MY ORDER?
It takes a minimum of 5 business days for us to process your order. Once shipped, you will get the tracking number via email and you can expect delivery in 3-4 weeks on average.
Note: The processing may take longer than usual due Holidays and COVID-19 Outbreak.
WHEN WILL I GET MY TRACKING NUMBER?
The minimum processing time is 5 business days. Once shipped, the tracking number will be sent to you via email.
WHAT IF I DON’T GET MY ORDER AT ALL?
The delivery time is 25-40 business days after it has been shipped. If the order does not arrive within the said time, please contact us and we will refund your money.
WHY SOME OF MY ITEMS ARE MISSING AND NOT ARRIVED YET?
You might receive your order in 2 or 3 parts because of the shipping process we use, please do not panic if you receive one item first. All orders will be delivered within the given delivery time we have mentioned.
Can I change or cancel an order after I’ve submitted it?
If your order hasn’t been processed yet, we will help you to change the items you wish to replace.
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of USD 5.00 is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
What do I do if I entered an incorrect shipping address?
Please contact us as soon as possible and we will help you to make sure you will receive your order at the correct address
The tracking information says ‘delivered’, but I haven’t received my order
We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one’s mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.
Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.
Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.
My tracking information isn’t updating
Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.
- The carrier hasn’t accepted your package yet.
- The carrier hasn’t scanned and entered tracking information for your package yet.
Will I be responsible for any customs or duty fee?
Customs fees depend on the laws of your country. Our experience is that In the majority of cases you are not required to pay any customs fees. We mark all our orders as low-value gifts. Moreover, we send larger orders in separate packages to avoid such charges.
How do I receive customer support?
What is your returns policy?
Due to the production method we use for all of our products, we cannot accept returns unless the item is proven damaged/defective.
Our policy lasts 7 days. If 7 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging
I received a wrong / defective item
If the product you received is wrong or defective, please contact us as soon as possible and kindly provide us with your full name, order number and a brief explanation of the issue. Contact us now
I am missing an item from my order
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact us with your order number, the missing item’s product title and photos of the package showing the shipping label.
What is the time frame to report a problem with my order?
You must report any problem related to your order before 7 days after your order has been delivered. If a claim is not submitted within the pre-required time, unfortunately, there’s nothing we can do to help you.
Can I change or cancel an order after I’ve submitted it?
If your order hasn’t been processed yet, we will help you to change the items you wish to replace.
Cancellation of an order is possible as long as the order hasn’t been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
Will my items come in one package?
If you have ordered multiple different items, they may be sent separately.
Do you ship to my country?
YES. No matter where you live, we ship our products all over the world.
MORE QUESTIONS?
Please note this is a fan merch for the fans by the fans for the love of Karl Jacobs but satisfy high quality standards and 24/7 customer support
For more details email us at: [email protected]