FAQ

Delivery and tracking number

• My tracking information indicates that my order is "delivered", but I still haven't received anything. What should I do?
• When will my order be shipped/How long will it take to receive my order?
• I received my tracking number, but it says that it doesn't exist either in "preparation" or in "currently processing". Is something wrong?
• What happens if my package is returned to sender?
• How are my shipping costs calculated?

Changing or canceling an order

• I submitted the wrong address for my order. Can I change it?
• Can I cancel my order for a refund?
• Can I change or add items to my order? (ex: another size or item?)

Exchanges and returns

• I do not want the items I've ordered. How can I return them for a refund or an exchange?
• I purchased a product at a show or a concert. Can I return or exchange it?

General Questions

• I have a question about the shop, the products or my order. Who should I contact?
• My order was canceled due to fraud, but it came from my account. What should I do?