Frequently asked questions
My shipping address is incorrect. How do I update it?
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 firstname.lastname@example.org with our order number (format: DVROWXXXX) and your updated address.
Why does the shipping page say ‘No shipping rates found for this 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.
Post-Brexit, if I’m ordering to the EU, will I have to pay VAT twice?
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.
Do you ship to my location?
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.
Do you ship to Brazil?
Unfortunately, we can’t ship to Brazil due to ongoing customs issues.
How can I find out what the shipping costs will be for my order?
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.
Which shipping services do you use?
All orders ship via Royal Mail — tracked and non-tracked.
If you choose a tracked service, your tracking number will be emailed to you automatically as soon as your order is dispatched. Please contact email@example.com if you have any issues.
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’.
My order has shipped. How long will it take to arrive?
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 firstname.lastname@example.org with your order number so we can look into it.
Can you change the value on the customs form or mark as a gift?
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.
What do I do if my order arrives damaged?
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 email@example.com, including a comprehensive list of all damaged parts.
• 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.
How can I tell if my order is a pre order?
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.
What happens if my order has a pre-order item and an in-stock item in it?
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.
What if I receive the wrong product?
Any wrongly shipping product can be exchanged for the correct product at no extra cost. Please contact firstname.lastname@example.org 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
Can I get a refund before my order ships / How do I return an order for a refund?
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 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 email@example.com with your order number and any tracking information:
3, Whitworth Road,
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.
When I pre-ordered, it said it would ship in X month, but that’s nearly passed. When will my product ship?
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.
I see Devolver has two websites, which should I use?
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)
How long are your pre-order windows?
Unless we explicitly state otherwise, we don’t run set pre-order windows that finish on a particular date.
How many copies do you make of a specific product?
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.
Will XYZ vinyl be repressed?
We’ll never repress a specific Limited Edition variant, but it’s possible anything else on 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: firstname.lastname@example.org