faq

We can only update the shipping address on orders that haven’t yet left the warehouse. If you would like to change your shipping address, please email merch@devolverdigital.com with our order number (format: DVROWXXXX) and your updated address.

Our warehouse has restrictions on the number of large and/or heavy items they can ship in one package. If you see no shipping options available at checkout or on the shipping calculator, this is most likely the issue.

You may have to split your order into two.

All orders ship from the UK. We are now part of the IOSS VAT scheme, meaning that for all new orders shipping to the EU under the value of €150 exc. shipping, VAT will once again be included in the store checkout price.

Depending on the country customers are ordering from, packages may be subject to customs and import duties. Devolver Digital has no control over these charges and cannot predict what they may be. Contact your local customs office for further information.

Unfortunately, any orders and pre-orders placed before Thursday 12th May 2022 will still be subject to additional VAT and customs in the EU upon delivery.

If you are based in the USA or Canada, please order from https://merch.devolverdigital.com so that your order ships from our US-based warehouse. Ordering from https://merch.devolverdigital.co will likely result in a more expensive shipping rate.

Orders placed on merch.devolverdigital.co ship to all countries worldwide, excluding Brazil due to on-going customs issues.

All items from this store are fulfilled from our UK based warehouse.

Unfortunately, we can’t ship to Brazil due to ongoing customs issues.

All shipping costs are calculated and clearly displayed as you go through the checkout process.

You can also use our shipping calculator on the shopping cart page to estimate shipping costs to your address.

All orders ship via Royal Mail — tracked and non-tracked.

Tracked shipping:

If you choose a tracked service, your tracking number will be emailed to you automatically as soon as your order is dispatched. Please contact merch@devolverdigital.com if you have any issues.

Non-tracked shipping:

Our non-tracked option is for customers wanting to save money on shipping. You will still receive an email as soon as your order is dispatched, but there will be no tracking information.

We’ll need to wait at least six weeks since the order was dispatched from our warehouse before we can re-ship any potentially lost goods sent using the non-tracked service.

We may also need the customer to pay for the re-shipment under some circumstances after this time has passed if, for example, the item was returned to us as ‘uncollected’.

UK: 1-5 working days
EU: 5-20 working days
ROW: 10-20 working days

Although the situation has improved in some countries, COVID-19 is unfortunately still impacting global shipping. If you’re concerned that your order has not arrived, please allow an additional 10 working days on top of the estimates above, then email merch@devolverdigital.com with your order number so we can look into it.

No.

It’s our legal responsibility to ensure that all customs forms for all international packages list the correct value of your order’s contents by product type. We are unable to change the item value or mark your item as a gift.

Any defective product or parts of products can be exchanged. Simply take a photo or video of the defective item or items and email it to merch@devolverdigital.com, including a comprehensive list of all damaged parts.

Please include:
• Full name
• Address (including post/zip code)
• Telephone number
• Order number (format: DVROWXXXXX)

Our customer service team will get in contact regarding an exchange for only an exact copy of the defective item.

Please note: we will not replace damaged shrink-wrap.

All pre-order items are clearly labelled on our store.  You can check the estimated shipping date in each product description.  You will receive a shipping notification via email as soon as the stock is in and your order is dispatched.

All pre-orders are charged at the time of the order.  Unless otherwise indicated on the product page, any pre-order is fully refundable up until 24 hours before release/shipping date, at which point the product may have shipped.

Multi-item orders containing a mix of in-stock and pre-order products will only be shipped once all items are in stock at our warehouse.

Any wrongly shipping product can be exchanged for the correct product at no extra cost. Please contact merch@devolverdigital.com and include:

- Full name
- Address (including post/zip code)
- Telephone number
- Order number (format: DVROWXXXXX)

Our customer service team will get in contact to arrange for an exchange

You can cancel your pre-order at any time for a full refund up to 24 hours before your order ships. After this time it will be subject to the below conditions.

You may return any items for a full refund within 30 days of receiving your order as long as they are in mint condition and in all the packaging they arrived in.

Please note: it is the responsibility of the customer to cover any costs associated with the return of products to Devolver Digital for a refund.

All items should be returned with a note that indicates your order number and the reason for the return. Please wrap the package securely. For your protection, we recommend that you use tracked shipping if available.

Please send returns to the address below, and email merch@devolverdigital.com with your order number and any tracking information:

Remedy Fulfilment
3, Whitworth Road,
Pin Green
Stevenage
SG1 4QS
United Kingdom

We will notify you via email of your refund once we have received and processed the returned item.

Refunds will be credited to your account within approximately 10 business days from the date the return is received at our warehouse. The credit may be reflected in your account on your next statement depending on the issuing bank and/or billing cycle.

If you receive your order damaged, you will have the option to get a refund or have a replacement/replacement parts sent to you.

Your order might still ship during the last week of the month, and you will receive an automated shipping confirmation once your order is packed and ready to leave our warehouse.

Unfortunately, manufacturing is prone to delays. If it looks like your order will be affected by a delay, we inform you as soon as we can by email.

Devolver operates two web stores, which correspond to our two warehouses:

• merch.devolverdigital.com (with an ‘m’) for US and Canada-based customers (US warehouse)

• merch.devolverdigital.co (without an ‘m’) for all other territories (UK warehouse)

Unless we explicitly state otherwise, we don’t run set pre-order windows that finish on a particular date.

Unless we explicitly state that a product is limited in number (e.g. limited to 500), we typically choose not to share how many are available — or that information isn’t yet determined at the moment of announcement.

Typically, our Limited Edition products sell out in a few weeks to a few months, with a small amount of overstock becoming available once the product has shipped and replacements are accounted for.

Unless we explicitly state otherwise, we don’t run set pre-order windows that finish on a particular date.

Unless we explicitly state that a pressing is limited in number (e.g. limited to 500 copies), we typically choose not to share how many copies are available — or that information isn’t yetdetermined at the moment of announcement. 

Typically, our Limited Edition pressings sell out in a few weeks to a few months, with a small amount of overstock becoming available once the product has shipped and replacements are accounted for.

We’ll never repress a specific Limited Edition variant, but it’s possible anything else in our store might get a repress/print one day! Sometimes it’s not as simple as ‘just repress XYZ’ though.

For general questions or comments please don’t hesitate to contact us at: merch@devolverdigital.com