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Before reaching out, we kindly recommend reading the FAQ below, as many questions and concerns may already be addressed there.
If you still have any doubts about your order, please feel free to contact us. We will promptly reply 24/7.
Note for non-customers:
Any messages sent to [email protected] that are not related to orders or customer service assistance will be ignored to ensure efficient and timely service for our customers.
If you are not a customer and have general inquiries, please visit the section Other Questions.
FAQ
Has my order been processed and shipped?
After placing an order, you will receive an automatic confirmation email summarizing:
- The details of the products you purchased.
- Confirmation of your shipping address and other provided information.
Within 24 hours after your purchase (excluding weekends and holidays), we will process and ship your package.
You will then receive a shipping confirmation email.
We kindly ask you to check the email associated with your PayPal account, as all our communications are sent to that address.
Please ensure you check both your inbox and spam folder for messages from us.
If you cannot locate any message, feel free to contact us for further assistance.
Where is my order?
- If you purchased tracked shipping or qualified for it with a minimum order amount, use the tracking code sent to your email upon shipping notification on our tracking page.
- If you chose free standard shipping and did not opt for tracked shipping, we can only confirm if your package has left our warehouse, if it is reported lost, or if it has been delivered.
Can I change my address?
You can update your address anytime before receiving the shipping notification. Once the package has left our warehouse, address changes are no longer possible.
In rare cases, packages may be intercepted at sorting centers. Contact us promptly if you need assistance with an address update.
Note: We are not responsible for failed deliveries due to incomplete or incorrect addresses; but of course we will work with you to find a solution.
I made a mistake with my purchase. Can I get a refund?
Yes, you may request a refund for any order that has not yet been shipped. The refunded amount will exclude Mollie and PayPal fees.
How long does shipping take?
Shipping times vary by destination and the shipping option selected.
For more details, refer to the estimated delivery times provided at checkout or visit our Shipping Policy page.
What should I do if my package is lost?
- For tracked shipments: Contact us, and we will investigate the issue with the carrier and resolve it immediately.
- For non-tracked shipments: We can re-ship the purchased goods free of charge with your next order or after purchasing tracked shipping separately (which also includes a free product of your choice).
Can I request a product replacement?
Replacements are only offered for defective or damaged items.
If you receive a faulty product, please contact us within 14 days of delivery to arrange for a replacement promptly.
I participated in crowdfunding and want to know the product's release date.
If there is no release date available, it simply means the project is not yet complete, and therefore, no release date can be communicated at this time.
On the crowdfunding page, you can find a progress bar that displays the stages of production and post-production.
Once the project is completed, the progress bars will be replaced by the release date.
If you perceive that production has paused, please be assured that our studio has never cancelled or paused a project and never will. We are just hardly working to complete our extremely complex projects independently.
As soon as we have a release date, or even minor updates, we will share them on our social media platforms and in the news section of our website.