Brexit Update:

Unfortunately, due to Brexit our customers within the EU can expect some changes when orders arrive in their country.

All products on this store ship from the UK, which is now outside the European Union. This means our EU customers will face additional customs and VAT charges before orders are delivered to their door. These charges will be collected by their local postal service or courier.

The changes that came into effect on January 1st 2021 when the UK left the European Single Market seem to be up in the air, so it is possible that the details below will change in the coming months.

Customers in the EU can expect to see the following charges on shipments when they arrive in their country: 

  1. Customs duties: Estimated to be around 8% - 14% depending on which country the goods are delivered to.
  1. Local value-added tax (VAT): These are based on the VAT for the country products are shipped to. Please find some examples below and info for other EU countries can be found online via their respective government VAT websites:

France: 20% VAT
Germany: 19% VAT
Spain: 21% VAT
Sweden: 25% VAT
Belgium: 21% VAT
Netherlands: 21% VAT
Finland: 24% VAT
Denmark: 25% VAT
Italy: 22% VAT
Ireland (currently reduced rate due to COVID-19): 21% VAT (normally 23%)

  1. Some couriers are also adding additional flat rate charges to shipments to administrate the above taxes to be paid to the local tax offices. These costs are still unclear but have ranged from €4-€14 based on our research depending on location and goods purchased.

Example of additional costs:
Product price paid: £50
Shipping: £10
Total price at checkout: £60

Potential additional charges due once product has shipped: 

Customs duty: 12% (varies from country to country) – e.g. £6
Courier fee (varies, not always applicable): e.g. £5
Subtotal: e.g. £11
Duties + courier fee + product price + shipping: £71
Local VAT (e.g. Germany 19%): £13.49

Total additional charges: £24.49

T
his is an estimated example based on our research and consulting expert advice. There are several variables depending on the country. Additional charges for you could be more or less than the above example. 


Due to the number of possible combinations of charges, we are unable to charge at checkout i.e. give customers the chance to pre-pay. All additional customs, VAT, and handling charges will be the customer’s responsibility to pay when goods arrive in their country.

We appreciate this is extremely frustrating and we’re very upset with the disruption Brexit is causing, but unfortunately this is out of our control.

Please rest assured we are working extremely hard behind the scenes to reduce the impact this has on our customers.

We are currently looking at registering for VAT in certain EU territories to minimise the impact where possible. This will take a few weeks to put in place.

We have been informed that there will be a EU Tax authority set up by July, allowing us to account for VAT directly on our customers’ behalf again. 

We will keep you updated on how the situation progresses as we learn more.

If you have any questions or problems, please contact
merch@devolverdigital.com  

 

COVID-19 UPDATE:

Due to the global situation with COVID-19, unfortunately some shipping rates have increased and delivery times are longer than usual. Our warehouses are also working at a reduced capacity to ensure they adhere to government social distancing measures, so please accept our apology for any delays in shipping your goods. We are working hard around the clock to ensure we minimise as many disruptions as we possibly can. 

 

SHIPPING LOCATIONS

USA customers should head to merch.devolverdigital.com to place your order to ensure you get the best shipping rates available and your items are shipped from our US based warehouse. 

Orders placed on merch.devolverdigital.co ship to all countries worldwide, excluding the Brazil due to on-going customs issues. If you are based in Brazil and wish to place an order, please get in touch with us directly at merch@devolverdigital.com. All items from this store are fulfilled from our UK based warehouse.

SHIPPING COSTS

All shipping costs are calculated at checkout, or you can use our shipping calculator on the basket page.

BULK ORDERS & LARGE ITEMS:

Our warehouse has restrictions on the number of large and heavy items they can ship in one shipment.  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 in two.  Alternatively, you can get in touch with us directly at merch@devolverdigital.com to generate a bespoke shipping cost if possible.  We will do our best to accommodate all orders and give you the best option possible.

SHIPPING SERVICES:

We offer a wide range of services depending on your location, including both tracked and un-tracked options with couriers including Royal Mail, DHL, UPS and Deutsche Post.

You will see which options are available to you via the shipping calculator or at the checkout.

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.

We cannot re-ship any potentially lost goods sent using the non-tracked service until at least 4 weeks has passed since the order was dispatched from our warehouse. We may also need the customer to pay for the re-shipment under some circumstances after this time has passed. For example; if the item was returned to us as un-collected. 

CUSTOMS & IMPORT CHARGES:

Orders outside of the UK may be subject to customs and import duties depending on which country you’re ordering from/to.  Additional charges for customs clearance must be borne by you — We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.  Customs forms for all international packages require the listing of the value of your order’s contents by product type.  Orders will be listed by us using the aggregate purchase price in U.S. dollars (US Store) and GBP (ROW Store) of all of the items in a particular category.

DELIVERY TIMES:

UK: 1-3 working days
EU: 5-15 working days
USA: 5-20 working days
ROW: 10-20 working days

PRE-ORDER DETAILS:

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. 

PRE-ORDER & IN STOCK ORDERS:

Please note any pre-order items placed in an order with an in-stock item will only ship when all items are in stock.  If you wish to have your in-stock items shipped first either place them in a separate order or get in touch via merch@devolverdigital.com and we can give a quote of splitting the shipment for you to receive your in-stock goods first.

DAMAGED OR WRONG ORDERS:

Any defective merchandise of any kind can be exchanged.  Simply take a picture of the defective item and send to merch@devolverdigital.com. Please include your first and last name, address (including zip code), telephone number and order number (if available), and our customer service team will get in contact regarding an exchange for only an exact copy of the defective item. This does not include damage to shrink-wrap.

Any order with the wrong product enclosed can be exchanged for the correct product at no cost.  Please contact merch@devolverdigital.com with your first and last name, address (including zip code), telephone number, and order number (if available) to arrange for an exchange.

RETURN POLICY:

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 we cannot cover any costs associated with the return of your goods to us. This is the responsibility of the customer.

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 package tracking if available.

Please send returns to:

Townsend Music
Unit 4 & 5 Iridium Close
Burnley Bridge Business Park
Burnley
BB12 7EJ
UK 

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.  Please note that we can only process returns and refunds for items purchased from our store.  If your item was purchased from a third-party store (for instance Amazon) please contact them for a replacement or refund.

ANYTHING ELSE?

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