FAQs
Please see below our most frequently asked questions. If you still can't find the answer you're looking for, you can email us at
customerservice@eventmerch.com
Shipping and Delivery
I am under 18, can I place an order?
Though we love our young subscribers, please make sure you have the authorisation of an adult before placing an order with us.
Where do you ship to?
We ship the UK, North America and the EU.
Do you ship to PO Box or Army post addresses?
Unfortunately we're unable to ship to PO box or army post addresses. We apologise for any inconvenience.
How long does it take to ship my order?
It usually takes 5 working days to dispatch your items via Royal Mail Tracked 48 for UK orders. For personalised items, in busier times the process can take up to 10 working days so please allow some extra time.
It usually takes 3–10 working days to dispatch your items via a tracked service for EU orders.
Once dispatched, please allow 2–3 days for delivery in the UK, 3–7 days for delivery in Europe and 7–14 days for delivery in the US.
What are customs fees?
If you are ordering outside of the UK, your parcel may incur customs fees. This covers taxes, duties and processing when it arrives at your border. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
Our shipping charges do not cover the additional customs fees as each border has different ways of handling incoming post. It is worth familiarising yourself with your country's fees before placing your order with us so that you are aware of the extra payment that will be required.
What happens if I refuse to pay customs fees?
If you refuse to pay the customs fees when your order arrives, the shipment will be returned and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
Where is my order?
If you have not received your parcel within the estimated time frame please email us at customerservice@eventmerch.com
Refunds and Exchanges
What is your returns policy?
You have 14 days from receiving your product to tell us if you wish to return it for a full refund. To return an item, please enclose the packing slip with your purchase and clearly mark the reason for your return. Simply return your parcel to the post office making sure to get a proof of postage. If apparel, the item cannot be worn or washed. A damaged or defective item can only be replaced for the same item. If the item has a tag attached, please ensure this has not been removed. Another item cannot be substituted in place of a damaged or defective item. (Please see Returns Policy for more info)
Personalised Items:
The items are made to order and are personalised to your requirements, so cannot be sent back for a refund or replacement unless there is an error in production. The order cannot be cancelled once it has been placed.
What is your exchange policy?
Currently we do not process exchanges. If you'd like to exchange your item, please follow our return policy to return your item for a refund and place a new order for the item you would like. We currently process returns this way for two reasons:
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Placing a new order will allow you to receive your exchange item quicker
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Our inventory changes so rapidly that by the time we receive your return and then process the exchange, the item or size you have selected may already be sold out.
How long does a return take?
Once an item has been returned and received, it can take up to 7 business days to process your return. Once processed, you will receive an email confirming the refund. Please allow up to 7–14 business days for your credit card to reflect the refund. If you haven’t seen a refund by your next billing cycle, please contact your credit card company.
What do I do if my product is faulty?
If your product is faulty, please email us at
customerservice@eventmerch.com with a photo of the faulty product. Depending on the item, our customer service team will instruct you on next steps.
Orders
Can I pre-order products?
We currently offer pre-orders on selected products only. Sign up to our newsletter to be kept up to date with new products and pre-orders. Please note that if you order other products alongside your pre-order, the order will be shipped to you as a whole once the pre-ordered product is available.
Out of stock products
If the product you wish to purchase is out of stock, please click on the 'Email Me When Back in Stock' button to be notified once available again.
Can I add an item to my order?
Unfortunately you cannot add items to your order once you have checked out. You will need to place a separate order for any additional items.
Can I cancel my order?
We may be able to cancel your order if it has not already been sent out. If you would like to cancel your order please email us at
customerservice@eventmerch.com. Please note we cannot cancel your order if it has already been shipped.
Can I change my delivery address after placing an order?
We may be able to change your delivery address if the order has not already been dispatched. If you would like to update this, please email us ASAP at customerservice@eventmerch.com
Promotional Codes and Vouchers
Where do I enter my promotional code?
At checkout, above your subtotal is a box where you can enter any discount codes.
My promotional code didn’t work, what do I do?
If your promo code did not apply to your order, please double check that you’ve entered it correctly and that it hasn’t expired. If everything seems fine and it’s still not working, please email us at customerservice@eventmerch.com