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FAQ - Frequently Asked Questions

Shipping

How quickly will my order be handled?
All items in stock will be dispatched within 7 Business Days after receiving the order but when possible, the following Business Day. We have mentioned in all product sheets if the item is in stock or not. When not in stock, the possible release or restock date is mentioned.

When your order has shipped you will receive shipping confirmation including tracking detail when applicable. If you have not received the package within a reasonable time, contact us at store[at]backstagerockshop.com.

What delivery methods are available to my country?
We have various delivery methods available both domestic and overseas. Learn more about our International Shipping Policies.

What is the delivery time to my country?
Delivery time varies depending on the country of destination and the delivery methods available to that destination. Learn more about our International Shipping Policies.

How much are the shipping costs?
The shipping costs are automatically calculated in your shopping cart, based on the size of the order and country of destination. Learn more about our International Shipping Policies.

Can I track my order?
When choosing a trackable method of delivery, you will provided with tracking detail in the given email address when your order has shipped.

Are the pre-order products delivered on the release date?
We always try to get the pre-order products to our customers by the date of release however, third party delays may sometimes occur. In case of a delay (e.g. delay by the supplier or force majeure) we always try to keep our customers informed.

My order includes both pre-order, and in-stock products. Can you ship the products in stock first, and the pre-order products later?
Unfortunately this is not possible. Orders including pre-order items will be shipped complete, when all items are in stock. If you would like to receive the in-stock products earlier, please make two separate orders.

What about duties and taxes for countries outside European Union?
We sell all our items outside the European Union tax-free which means that import taxes and duties may apply in the country of destination. Estimated delivery times and shipping fees do not include possible customs declaration delays or fees. For more information, please contact your local customs office or the Carrier.

Returns and exchanges

How can I return or exchange an item in my order?
All our goods have a 14-day (from receiving the delivery) return and exchange policy, excluding underwear and other hygienic or intimacy products (e.g. earplugs), gift certificates and Outlet products. With media products (e.g. CD's and DVD's), the shrink wrap and a possible seal have to be unopened. Textile items are not allowed to have stains or pet hair on them. Customers outside Finland have to take care of the return shipping costs themselves. We will ship the replacement items for free. Learn more about Returns & Exchanges.

I have received a faulty or incorrect item, how to proceed?
We strive to deliver the appropriate goods in flawless condition. However, if you received a wrong or faulty product, please contact us at store[at]backstagerockshop.com and we will advise how to proceed with the issue.

Payments

What methods of payment are available?
The possible methods for international orders are Credit Card Payments and PayPal. Further Information on Payments.

What is € (euro)? How can I see the price with other currency?
Euro is the currency used in the European Union. You can browse products in six different currencies: EUR, USD, CAD, AUD, GBP and JPY. Because Euro is our default currency, all prices will be shown in Euros at checkout. PayPal and Credit Cards will automatically convert your currency for your order once you proceed to the payment.

When am I charged for my order?
All Credit Card and Paypal transactions are debited when you have returned to the store from the Payment Gateway.

Products

How do I choose a shirt / item of the right size?
The trademark, manufacturer and size chart are always included in the item information. It is worthwhile to bear in mind that the sizes between manufacturers can differ, so check the measurements provided for the item.

Will the shirt that I have just bought shrink after first wash?
Almost all textiles (t-shirts, tank tops, girlies, hoodies etc) available have been pre-shrunk, meaning the size or shape won't change when washing the item. We recommend to wash the textiles in washing machine at 40 degrees (Celsius) inside out. This way the print(s) on the product remain in prime condition for a long time.

If the product if out of stock, when it will be available again?
If the product you are looking for is out of stock and there's no future release date informed, please contact us via e-mail store[at]backstagerockshop.com and we'll check the situation.

Other


Do I need to register as a customer to be able to place orders?
You can place an order without registration. However, there are some benefits for registered customers: You can log in and view your order history and see the status of the orders. It's also quicker placing orders when logged in your customer account. You can register a customer account here.

How can I use my gift certificate or discount code?
If you would like to use a gift certificate or a discount code, the code can be activated at Checkout before proceeding to payment. Please note that only one code can be activated per order.

Is it safe to purchase items from your webshop?
Our store is SSL Encrypted so yes, it is. You can learn more about our store safety in Privacy Policy and Information on Payments.

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