FAQs

CAN I CHANGE MY ORDER? 

Unfortunately, we cannot change any information on an existing order once it has been processed for shipping, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders once they have been processed. 

IF YOU HAVE NOT YET RECEIVED A SHIPPING CONFIRMATION, WE MAY BE ABLE TO PROCESS A CHANGE OF ADDRESS OR CANCELLATION. PLEASE CONTACT US AT THE EMAIL INDICATED ABOVE, SELECT THE APPROPRIATE CATEGORY AND WE WILL DO OUR BEST TO ACCOMMODATE YOUR REQUEST! 

ALL ORDERS ARE SUBJECT TO OUR RETURN AND EXCHANGE POLICY. PLEASE NOTE THAT A CHANGE OF ADDRESS OR CANCELLATION REQUEST IS NOT GUARANTEED UNTIL ONE OF OUR TEAM MEMBERS CONFIRMS THAT YOUR REQUEST HAS BEEN PROCESSED. 

 

ONCE I PLACE AN ORDER, WHEN WILL MY ACCOUNT BE DEBITED? 

If you place an order through our store, you will be immediately charged the full amount of your order. If you notice other outstanding charges on your account, please allow up to 3 business days for them to be reversed. If not, and you believe there has been a billing error, please contact us at the email address listed above. 

 

CAN I PLACE AN ORDER BY PHONE? 

WE CAN ONLY ACCEPT ORDERS PLACED THROUGH THE WEBSITE. IF YOU HAVE DIFFICULTY ACCESSING THE SITE FOR ANY REASON, PLEASE CONTACT US AT THE EMAIL ADDRESS LISTED ABOVE AND WE WILL DO OUR BEST TO ASSIST YOU. 

 

WHAT HAPPENS IF YOU ARE OUT OF STOCK OF AN ITEM I HAVE ALREADY ORDERED? 

In the rare event that an item is out of stock after you have placed your order, we will contact you as soon as possible to exchange the item for another of the same value. We make every effort to ensure accurate inventory levels to prevent this from happening. Please note that if we do not hear back from you within 5 business days, we reserve the right to refund your order in full. 

 

IF I PLACED AN ORDER WITH MULTIPLE ITEMS, CAN I REMOVE ONE OR MORE ITEMS FROM THIS OFFER TO GET A REFUND? 

NO. If you order multiple items and later decide you don't want all of them, you must cancel the entire order and repurchase the items you want individually. 

 

 

WHAT IS THE VAT ON MY ORDER? 

 

VAT is applied to all domestic orders. VAT is calculated based on applicable sales tax and use tax laws throughout France. 

 

HOW DO DISCOUNTS AND SPECIAL OFFERS WORK? 

UNLESS OTHERWISE INDICATED, PRODUCT PRICES ALREADY INCLUDE DISCOUNTS. 

ALL OFFERS ARE LIMITED TO AVAILABLE STOCK. NO COUPONS OR VOUCHERS ARE VALID AFTER PURCHASE, ON PRIOR PURCHASES, GIFT CARDS, GIFT CERTIFICATES, TAXES, SHIPPING, OR HANDLING AND PROCESSING CHARGES. 

 

BUYER MUST PAY APPLICABLE VAT. OFFER CANNOT BE COMBINED WITH ANY OTHER SALE, PROMOTION, DISCOUNT, CODE, PROMO, COUPON AND/OR OFFER. PROMOTIONS HAVE NO CASH VALUE. OFFER CANNOT BE SOLD, TRANSFERRED OR EXCHANGED. 

 

THIS OFFER IS VOID WHERE PROHIBITED, TAXED, OR OTHERWISE RESTRICTED. RETURNS OR CANCELLATIONS OF ANY PORTION OF A PURCHASE REQUIRE VOID OF THE OFFER OR AN AMOUNT EQUAL TO THE OFFER. UNIVERSAL MUSIC GROUP RESERVES THE RIGHT TO TERMINATE OR MODIFY ANY PROMOTION AT ANY TIME IN ITS SOLE DISCRETION. OTHER RESTRICTIONS MAY APPLY. OFFERS APPLY ONLY IN FRANCE, UNLESS OTHERWISE STATED. 

 

PRE-ORDERS 

I ordered an item marked as "pre-order". When will it arrive? 

 

PRE-ORDER ITEMS ARE NOT AVAILABLE TO SHIP AT THE TIME OF PURCHASE. PRE-ORDER SHIPPING TIMES ARE DETAILED IN THE PRODUCT DESCRIPTION, AS WELL AS IN YOUR CONFIRMATION EMAIL. PLEASE NOTE THAT, UNLESS OTHERWISE STATED, ANY ORDER INCLUDING A PRE-ORDER ITEM WILL NOT SHIP UNTIL ALL ITEMS ARE AVAILABLE. 

 

PLEASE CHECK YOUR INBOX AND ORDER CONFIRMATION EMAIL FOR SHIP DATE OF PRE-ORDER ITEMS. SHIPPING AND DELIVERY DATES FOR THESE ITEMS ARE ESTIMATED UNLESS OTHERWISE STATED. 

 

Although we make every effort to provide accurate delivery estimates for your orders, unexpected production delays may occur for pre-order and limited-edition items. If an item in your order has been affected by a production delay, we will notify you by email as soon as possible. 

 

IS THERE ANYTHING ELSE I SHOULD KNOW ABOUT PRE-ORDERS? 

YES! IF YOU ARE PRE-ORDERING IN OUR STORE, PLEASE NOTE THE FOLLOWING: 

PAYMENT IS DEBITED IMMEDIATELY AT THE END OF THE ORDER. 

IF YOU PRE-ORDER A PRE-ORDER ITEM WITH AN IN-STOCK ITEM, UNLESS OTHERWISE NOTED, YOUR ORDER WILL SHIP WHEN THE PRE-ORDER ITEM BECOMES AVAILABLE. 

Pre-order times vary depending on the product. Please refer to the product description for an estimated shipping date for the item you are ordering. 

THE DATE SHOWN ON THE PRODUCT PAGE IS AN ESTIMATE BASED ON DETAILS PROVIDED BY THE SUPPLIER OF THE MERCHANDISE AND MAY VARY DEPENDING ON DEMAND. 

DETAILS REGARDING DELAYS ARE COMMUNICATED WHEN THE INFORMATION IS PROVIDED BY THE SUPPLIER. IF AN UPDATE HAS NOT BEEN PROVIDED, WE DO NOT YET HAVE THE INFORMATION. 

  

 

  

 

SHIPPING 

WHEN WILL MY ORDER BE SHIPPED? 

In most cases, except for pre-orders, orders ship within 2 to 3 business days. Shipping and delivery dates are not guaranteed unless otherwise stated. 

 

WHEN WILL I RECEIVE TRACKING INFORMATION? 

YOU WILL RECEIVE TRACKING INFORMATION AS SOON AS YOUR PACKAGE IS SHIPPED, THROUGH THE EMAIL YOU PLACED YOUR ORDER WITH. CHECK ALL INBOXES, INCLUDING YOUR SPAM FOLDER, IF YOU CANNOT FIND YOUR SHIPPING CONFIRMATION. PLEASE NOTE THAT IT CAN SOMETIMES TAKE UP TO 3 DAYS FOR YOUR TRACKING LINK TO BE UPDATED. 

 

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE ONCE IT HAS SHIPPED? 

DOMESTIC ORDERS NORMALLY ARRIVE WITHIN 3-7 DAYS OF SHIPMENT, UNLESS OTHERWISE NOTED. INTERNATIONAL ORDERS NORMALLY ARRIVE WITHIN 2-4 WEEKS OF SHIPMENT. PLEASE NOTE THAT THESE ORDERS MUST GO THROUGH YOUR COUNTRY'S CUSTOMS OFFICE BEFORE BEING RELEASED FOR FINAL DELIVERY, WHICH MAY OCCASIONALLY CAUSE ADDITIONAL DELAYS. 

 

Once an order leaves our warehouse, shipping delays may occur due to factors beyond our control. Unfortunately, we cannot control how quickly an order arrives once it leaves our warehouse. Contacting the carrier is the best way to obtain more information about your package's location and estimated delivery date. 

 

PLEASE NOTE THAT SHIPPING DELAYS WILL OCCUR IF YOU PROVIDE AN INCORRECT ADDRESS DURING CHECKOUT. 

 

IF YOUR PACKAGE IS RETURNED TO OUR FACILITY DUE TO A SHIPPING ERROR, WE WILL CONTACT YOU VIA THE EMAIL ADDRESS PROVIDED WITH YOUR SHIPPING INFORMATION. IF WE DO NOT RECEIVE A RESPONSE WITHIN 5 BUSINESS DAYS, WE RESERVE THE RIGHT TO REFUND YOUR ORDER. THIS APPLIES TO ALL MERCHANDISE ORDERS, INCLUDING LIMITED EDITIONS AND PRE-ORDERS. 

PLEASE NOTE THAT IN THE EVENT OF SPLIT SHIPPING OF AN ORDER, WE CAN ONLY REFUND YOU FOR WHAT HAS BEEN RETURNED TO US. 

 

  

My item has been shipped, but it still hasn't arrived. Is my package lost? 

YOU HAVE UP TO 15 DAYS FROM THE SHIPPING DATE TO REPORT YOUR PACKAGE AS LOST IN ORDER TO RECEIVE A REFUND FOR THE MISSING ITEM(S), OR A RESHIPMENT IF STOCK PERMITS. 

FOR ORDERS SHIPPED TO FRANCE: IF YOU HAVE NOT RECEIVED YOUR PARCEL WITHIN 2 WEEKS OF SHIPPING, PLEASE CONTACT US AT THE EMAIL ADDRESS INDICATED ABOVE AS SOON AS POSSIBLE SO WE CAN RESOLVE THE ISSUE FOR YOU. 

FOR ORDERS SHIPPED OUTSIDE OF FRANCE: IF YOU HAVE NOT RECEIVED YOUR PARCEL WITHIN 4 WEEKS OF SHIPPING, PLEASE CONTACT US AT THE EMAIL ADDRESS INDICATED ABOVE AS SOON AS POSSIBLE SO WE CAN RESOLVE THE ISSUE FOR YOU. 

 

IF YOU RECEIVE AN ORDER TRACKING BUT IT HAS NOT BEEN UPDATED BEYOND THE "PRE-SHIPPING" OR "LABEL CREATION" STAGE WITHIN 2 WEEKS OF SHIPPING. IF YOU RECEIVE AN ORDER TRACKING BUT IT HAS NOT BEEN UPDATED BEYOND THE "PRE-SHIPPING" OR "LABEL CREATION" STAGE WITHIN 2 WEEKS, PLEASE CONTACT US AT THE EMAIL ADDRESS LISTED ABOVE SO WE CAN REVIEW THE ISSUE. 

 

PLEASE NOTE THAT WE ARE NOT RESPONSIBLE FOR PACKAGES LOST DUE TO AN INCORRECT SHIPPING ADDRESS PROVIDED WITH YOUR ORDER. SHIPPING DELAYS WILL OCCUR IF YOU PROVIDE AN INCORRECT ADDRESS DURING CHECKOUT. 

 

My tracking says my order has been delivered, but I haven't received it yet. Where is it? 

SOME CARRIERS INDICATE THAT A PACKAGE HAS BEEN DELIVERED BEFORE IT ACTUALLY HAS BEEN DELIVERED. ALTHOUGH THIS IS UNUSUAL, IT CAN HAPPEN UP TO 5 DAYS BEFORE AN ITEM IS ACTUALLY DELIVERED. YOU CAN TRY CONTACTING THE CARRIER TO GET A BETTER IDEA OF THE DELAY. IF YOU STILL HAVE NOT RECEIVED YOUR PACKAGE AFTER 5 DAYS, CHECKED WITH YOUR NEIGHBORS, AND STILL HAVE NOT RECEIVED IT, PLEASE CONTACT US AT THE EMAIL ADDRESS LISTED ABOVE AND WE WILL DO OUR BEST TO ASSIST YOU! 

 

My order is being shipped to a country outside France. Will I have to pay customs/import fees to receive my order? 

DEPENDING ON YOUR COUNTRY, YOU MAY BE CHARGED CUSTOMS/IMPORT FEES. CUSTOMS FEES ARE THE SOLE RESPONSIBILITY OF THE BUYER; WE ARE NOT RESPONSIBLE FOR ADDITIONAL CUSTOMS FEES ONCE YOUR PACKAGE HAS LEFT OUR PREMISES. 

CUSTOMS FEES ARE CALCULATED BASED ON THE CONTENTS OF EACH PACKAGE. IF AN ORDER ARRIVES IN MULTIPLE PACKAGES, CUSTOMS FEES WILL NOT INCREASE BUT WILL RATHER BE COLLECTED UPON IMPORT OF EACH PACKAGE. 

 

If customs charges are refused at the time of delivery, your order will be returned to us. Once we have received your package, we will be able to refund your purchase. If you are not familiar with customs charges, please contact your local post office or customs office for further information. 

 

RETURNS AND EXCHANGES 

 

HOW DO I START THE PROCESS OF RETURNING MY ORDER FOR A REFUND OR EXCHANGE? 

 

PLEASE CONTACT OUR TEAM BY EMAILING US AT THE ADDRESS INDICATED ABOVE BEFORE SENDING US YOUR PACKAGE. IF YOU SEND US AN ITEM FOR RETURN OR EXCHANGE WITHOUT CONTACTING US FIRST, WE CANNOT GUARANTEE THAT YOUR REQUEST WILL BE PROCESSED. 

 

  

 

HOW LONG AFTER MY ORDER CAN I SUBMIT A RETURN OR EXCHANGE REQUEST? 

RETURN OR EXCHANGE REQUESTS MUST BE MADE WITHIN 14 DAYS OF THE DATE YOUR ORDER IS RECEIVED. 

 

DO YOU ACCEPT PRODUCT RETURNS IN ANY CONDITION? 

ITEMS MUST BE RETURNED IN THEIR ORIGINAL CONDITION AND PACKAGING, WITH TAGS ATTACHED. RETURNED ITEMS CANNOT BE WASHED, WORN, USED, OR ALTERED IN ANY WAY. 

 

CAN I RETURN AN ITEM RECEIVED IN A BUNDLE FOR A REFUND? 

NO. IF YOU WISH TO RETURN AN ITEM RECEIVED IN A BUNDLE FOR A REFUND, YOU MUST RETURN THE ENTIRE BUNDLE. PARTIAL REFUNDS WILL NOT BE GIVEN FOR ITEMS IN A BUNDLE UNLESS THE ITEM IN QUESTION HAS PROVEN DAMAGE. 

 

WHO PAYS FOR MY RETURN? 

YOU MUST BE RESPONSIBLE FOR THE RETURN SHIPPING COSTS, EXCEPT IN CASES WHERE WE ARE RESPONSIBLE FOR THE CAUSE OF THE RETURN OR EXCHANGE (SEE "DAMAGED, INCORRECT OR INCOMPLETE ORDERS"). 

 

HOW LONG DOES IT TAKE TO GET A REFUND FOR MY RETURNED ITEM? 

PLEASE ALLOW 3-5 BUSINESS DAYS FOR YOUR ITEM TO BE PROCESSED. REFUNDS TYPICALLY TAKE 5-8 BUSINESS DAYS TO REPORT TO YOUR ACCOUNT ONCE THEY HAVE BEEN PROCESSED, BUT CAN SOMETIMES TAKE UP TO 10 BUSINESS DAYS. 

 

DAMAGED, INCORRECT OR INCOMPLETE ORDERS 

WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED, INCORRECT OR INCOMPLETE? 

IF YOUR ITEM ARRIVED DAMAGED, OR IF YOU RECEIVED AN INCORRECT ITEM, WE WILL NEED PHOTOS TO VERIFY THE DAMAGE AND/OR TO CONFIRM WHICH INCORRECT ITEM WAS SHIPPED. THIS HELPS US UNDERSTAND WHAT WENT WRONG AND ALLOWS US TO AVOID SIMILAR PROBLEMS FOR YOU AND OTHER CUSTOMERS IN THE FUTURE. 

 

  

 

WE CAN ONLY PROCESS A REFUND OR EXCHANGE FOR DAMAGED AND/OR INCORRECT ITEMS WITHIN 60 DAYS OF THE DATE THE ORDER IS RECEIVED. 

Once we receive the photos, we will send you a return label by email. Once the affected item has been returned to our warehouse, we will send you a replacement item. Please contact our team immediately by sending us an email at the address listed above. We will resolve your issue as soon as possible! 

 

WE ARE NOT RESPONSIBLE FOR ANY DAMAGE TO MERCHANDISE ONCE IT HAS BEEN WORN, USED OR WASHED. 

WHAT IF THE ITEM I ORDERED ARRIVES AND DOESN'T LOOK LIKE THE SHOP PHOTO? 

Often, the images used on the store are digital mockups of what the product is supposed to look like. This usually varies once the product is created and shipped. 

 

PLEASE CONTACT OUR TEAM IF YOU THINK THE PRODUCT YOU RECEIVED IS SIGNIFICANTLY DIFFERENT FROM THE DIGITAL MOCKUP IN THE SHOP. PLEASE BE SURE TO SEND A PHOTO OR TWO SO OUR TEAM CAN SEE THE DIFFERENCE AND BETTER ASSIST YOU. 

 

ACCESS TO PRESALE TICKETS 

WHAT IS ADVANCE TICKET ACCESS? 

Access to pre-sale tickets gives you the opportunity to purchase tickets to an event before they go on general sale to the public. Please note that due to a limited number of tickets and high demand, there is no guarantee that you will be able to purchase tickets to the show using your pre-sale code. Presale codes have no monetary value and are non-transferable. They are sensitive to breakage and can only be used once. 

 

HOW TO GET A PRESALE ACCESS CODE? 

Access to ticket presales through the store is generally limited to fans who purchase a particular product or place an order at a given time. Please refer to the applicable store and/or product listing for complete details on how to obtain access to ticket presales through an in-store purchase. 

 

HOW DOES IT WORK? 

ACCESS TO THE TICKET PRESALE WILL BE AVAILABLE ONLY ONLINE. YOUR ACCESS CODE AND INSTRUCTIONS FOR ACCESSING THE PRESALE WILL BE EMAILED TO YOU (SEE "HOW WILL I RECEIVE MY PRESALE ACCESS CODE?"), WHICH WILL INCLUDE THE DATES AND TIMES OF THE PRESALE PERIOD. PRESALE ACCESS CODES ARE ONLY VALID DURING THE PRESALE PERIOD. ONLY ONE CODE IS ALLOWED PER ORDER AND PER CUSTOMER. 

 

HOW WILL I GET MY PRESALE ACCESS CODE? 

If you placed an order that included pre-sale access, you will receive your pre-sale access code and instructions for redemption via email, either in a separate email or in your order confirmation email. If you have not received it, please check your spam folder before contacting us for assistance. 

 

HOW MANY TICKETS CAN I BUY IN A PRESALE? 

THIS VARIES DEPENDING ON THE EVENT. CHECK YOUR EMAIL, TICKETING PROVIDER (E.G. TICKETMASTER) OR SHOWCASE FOR DETAILS. 

 

MY PRESALE CODE IS INVALID. WHAT SHOULD I DO? 

PLEASE CHECK THAT YOU HAVE ENTERED YOUR PRESALE CODE CORRECTLY, AS IT MAY BE CASE SENSITIVE. IF IT STILL DOESN'T WORK, PLEASE CONTACT US ASAP AND WE WILL DO OUR BEST TO HELP YOU! 

 

WHAT IS THE REFUND POLICY FOR ORDERS CONTAINING ACCESS TO PRESALE TICKETS? 

ALL ADVANCE TICKET SALES ARE FINAL. THERE WILL BE NO REFUNDS, EXCHANGES, OR NAME TRANSFER UNDER ANY CIRCUMSTANCES. PLEASE SEE OUR TERMS AND CONDITIONS FOR MORE INFORMATION. 

 

PLEASE NOTE THAT ACCESS TO PRESALE TICKETS DOES NOT GUARANTEE TICKETS (SEE "WHAT IS ACCESS TO PRESALE TICKETS"). 

 

 

LIMITED EDITION ITEMS 

CAN I EXCHANGE MY LIMITED EDITION ITEM? 

DUE TO THE LIMITED EDITION NATURE OF THESE ITEMS, WE CANNOT ACCEPT EXCHANGES ON ITEMS SOLD AS LIMITED EDITIONS. 

 

My limited edition order was shipped, but did not arrive due to a shipping error. How can I get my item back? 

If your package is returned to our warehouse due to a shipping error, we will contact you for an updated address via the email provided with your shipping information. If we do not receive a response within 5 business days, we reserve the right to refund your order.