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Please visit our FAQs page to see if your question has already been answered.
There is a link to our contact us form at the bottom if you still need your question answered.
We will endeavour to process your order within 1 business day (e.g. Monday – Friday) upon receipt of payment. Estimated delivery times are as follows*:
Standard Mail / Recorded Delivery
Europe: 1-7 business days
USA / Canada: 7-21 business days
Rest of World: 7-30 business days
Courier Delivery
UK: Within 2-3 business days
Europe: Within 1-3 business days
Rest Of World: 7-10 business days
Please note: If your order contains a pre-order item, all your items will be dispatched to arrive in line with the pre-orders release date. All items in one order are shipped together, we do not offer partial shipment.
* This is a guide only and delivery times should not be understood as guaranteed.
Right of Cancellation
With the exception of downloads, tickets and fanclubs, you have a right to cancel your purchase of Product(s) from the Site within one month of the date on which you received such Product(s) and receive a refund as set out below. To exercise your right to cancel, you may (i) notify us at [email protected] within one month of receipt of your Product(s), or (ii) return your Product(s) to us at the following address within one month of receipt of your Product(s):
Returns Centre:
Arvato Return Center
Goods Receiving Dept. 1100
Osnabrücker Landstrasse. 20
33335 Guetersloh
Germany
In the event that we do not receive your returned Product(s) within thirty (30) days of the later of (i) the date you notified us of your cancellation and (ii) the date you received your Product(s), the deemed date of receipt will be the date of the post-mark on the packaging of your returned Product(s). We will not be responsible for the costs of such return, unless the value of your returned Products is EUR 40 (GBP 40) or more, in which case the Products may be returned at our risk and expense. We retain the right to deduct a reasonable sum from your refund should (a) you not return your Product(s) or (b) the condition of the Product(s) you return result in a reduced value of the Product(s) in comparison to their original condition. Such deductions will not be made if the loss in value is caused by examining the Product(s) as would be possible in a retail shop or by reasonably using the Product(s) for their intended purpose.
You have no right of cancellation in the event that you have unsealed (i.e. opened) audio or video Products received from us. Tickets and downloads purchased are non-refundable and non-exchangeable.
Technical Problems and Defective Products
Occasionally, technical problems may delay or prevent delivery of a purchased Product. In the event that you receive a defective physical Product, we recommend that you contact our Returns Centre at [email protected]. Please keep all the warranty information that accompanies your Product as this may be needed should there be a fault. Provided that you return such defective physical Product to us, we will (on your election) either send you a replacement physical Product, or provide you with a full refund. We will cover the cost of any defective physical Product returned by you up to the value of standard postage.