Q: How do I know my credit card information is protected on your site?
A: We do not store your credit card information. We instead rely on the secure third-party payment processor Paypal and Redsys (Banco Santander).
You may also want to see:
Q: Where is my order?
A: You may check the status of your order instantly with our Order Status Page.
Q: How do I make changes to my order?
A: If you want to modify your order once it is paid. Please contact us at our email firstname.lastname@example.org and check it.
Q: How can I cancel my order?
A: If your order has not yet shipped, you may cancel your order by contacting us at our email email@example.com
Q: What does "Out of Stock" mean?
A: Out of Stock means we do not currently have inventory for the item. In most cases, the item has been ordered and is on its way to our warehouse.
The estimated time of arrival is often dependent on our partner or the manufacturer.
Q: Some of the items in my order are out of stock. Can I have the available items shipped now and the backordered items shipped later?
A: We do not make partial ships. If any item in your order is out of stock, we will notify you and offer you:
Q: My order is marked as "Pending". What does it means?
A: It happens sometimes when fou use Paypal to pay your order. Paypal review all transactions, if they think the transaction might be risky or fraudulent they put the transaction under review.
We can not process the order until Paypal ends the review. The review process can take 24 hours, but sometimes it can be longer (48 hours)
Paypal will inform you (and us) when the review end, and if the transaction is OK, we will process it normally. Take into account that the process time starts when Paypal inform us that your transaction is OK
Q: Did you really ship to Mordor?
A: If you are an Orc or a big eye in the top of a mountain, you must know that we have the help of two little people who can ship your order. In case you want to ship your order to Mordor, it can take longer than the expected due to all dangers our little delivery couriers must affront. We encourage you to select another country if you want your order shipped in a reasonably time.
Q: Why do I need to pay customs duty?
A: When you purchase from a country outside the European Union, the items you've purchased are subject to a customs duty, which is a tariff or tax imposed on items when transported across international borders.
Although you ordered and purchased the items online, the items are still subject to an import procedure to clear the shipment through customs. Each country has its own customs laws and the duties for different types of items and values are set locally. Clearance depends on:
Q: What additional charges can I expect following customs clearance?
Depending on value and the type of items imported you may expect the following:
Q: What if I gave the wrong shipping address or I'm not going to be where order is shipped?
A: We can change your shipping address only if the order has not been shipped. You can contact us in order to let us know your new shipping address
Q: When I will receive my order?
A: Every preorder is different. We will notify in our Online Store and in our social media channels the estimated date when we will start to process all the orders.
This date can be changed. In this case we will notify all our customers in our web pages ans social media channels.
Q: The preorder takes too much time to be shipped. Why?
A: We try to ship the orders in such a way you will be receiving the items at the same time they will be available in your local store. But the difference is that you will be receiving an extra item, usually an exclusive miniature, available only in our online store.
Q: Do you make partial ships in preorders?
A: Only virtual items can be shipped due to its nature. The rest of items will be shipped together starting at the date we announce.
Please, be aware of this and avoid to buy items that you can need in a short term (like a tournament pack).
Q: How many items can I add to my basket during the preorder?
A: The conditions may vary from one preorder to another. But usually, there are no limits on the quantity of items you can purchase.
Please, check the condition of the preorder in order to know the conditions that must apply to it.
Q: I previously ordered a product from your store, but can no longer find that product on your website. What happened?
A: If you cannot locate a previously ordered item, it may have been discontinued, repackaged, renamed, or replaced. Please contact us.