Frequently Asked Questions

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:

Paypal's privacy policy  

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  store@corvusbelli.com   or calling us at our phone  +34 986-321723

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  store@corvusbelli.com   or calling us at our phone  +34 986-321723

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:

• Make a partial refund for the unavailable item
• Cancel your order

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: Are taxes applicable to delivery included in the shipping cost?

A: Corvus Belli is responsible for some taxes like sales tax and value added tax.

By the other hand, you are responsible for custom duties and excise duties.

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:

• The country of origin (We are located in Spain)
• The value including transport charges
• The quantity of items

Q: What additional charges can I expect following customs clearance?

Depending on value and the type of items imported you may expect the following:

• Customs import duties (percentage of shipment value and transport charges)
• Local tax
• Courier's surcharges
• Any regulatory charges, if applicable

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.

Q: Do you accept returns?

A: We accept returns. You can return unopened items in the original packaging within 30 days of your purchase with receipt or proof of purchase. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange.

Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment.

Q: There are exceptions?

A: Some items are non-refundable and non-exchangeable. These include all Virtual Tournament products

Q: I didn't receive a full refund on my return. Why?

A: All our prices are in Euros. If you pay with credit card of a country different than Euro, the Bank "converts" the currency at the current rate of the day. This rate may be different at the time when we make your refund, causing a difference in the ammount you receive.

In order to avoid these differences, we can offer to you (before making a refund) to give you a credit balance in our Online Store.

Q: I used PayPal to make my purchase, and have since returned an item, why haven't I been refunded?

A: PayPal states on their site that it can take up to 30 days for the refund to appear on your statement. Please be patient, if you have additional questions feel free to contact the PayPal help department online at  https://www.paypal.com/smarthelp/article/where-is-my-refund-faq1212

Q: I have unsubscribed, why am I still receiving emails from your company?

A: We apologize for the inconvenience. While you may have unsubscribed one email address from our marketing emails, there are other reasons why you might be receiving email. Below are some helpful tips to ensure you are 100% unsubscribed.

1. Exactly where did you try to unsubscribe? Was it a link from the bottom of an email? Sometimes email links will only unsubscribe you from a specific type of marketing email.
2. What email address are the emails coming to? You may have multiple accounts set up with us without knowing. Please ensure you have unsubscribed all email addresses.
3. When did you unsubscribe? Our system can take up to 72 hours to update and stop sending emails.
4. What emails are being sent? There are some transactional emails that are important to your account and that do not have an unsubscribe option. Emails regarding writing a review, back orders, shipping confirmations, are a few examples.