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FAQ - Frequently Asked Questions

ORDERING

Was my order successful?
When you have placed order successfully, you will receive an order confirmation to the e-mail address you provided at the checkout page. Separate payment confirmation is sent by payment service after successful payment. Please check also spam and junk folder, as the confirmation e-mail could land there. If you suspect misspelling your e-mail address, please contact our customer service at store[a]backstagerockshop.com.

Can I use a P.O. Box for shipping address?
P.O. Boxes are valid shipping addresses only for Postal Service letters and packages. DHL and GLS do not accept P.O. Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses or PaketPoints. For any shipping method, forwarding services are not accepted as delivery addresses.

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: log in to view your order history and see the status of the orders. It's also quicker to place order while logged in to your customer account as you can save shipping address information. You can register a customer account here.

I accidentally misspelled my name/address while ordering. Can I change my information?
The delivery address can be updated only if the order hasn't been shipped. We aim to process orders within 1-2 business days after receiving the order, so if there is need to correct the address please contact us as soon as possible at our customer service store[a]backstagerockshop.com with your order number included. Kindly note, if order is sent with incorrect recipient information, the delivery could be delayed or compromised.

Can I add items to my order?
After the order has been successfully placed, adding new items is unfortunately not possible. Therefore, please make sure the content of shopping cart is satisfactory before proceeding to checkout.

Can I split my order to several shipments?
Unfortunately, splitting one order to several shipments is not possible. Orders are sent as complete including all products.

How can I check the status of my order?
We will keep you updated via e-mail and shipping confirmation is sent automatically as soon as your order has been sent. You can check the status from "View your order" link from e-mail or from your customer account. Tracking number will also be shown on order status page when shipment has been packed. Kindly note, letters are not trackable shipments.

PRE-ORDERS

What does "pre-order" mean?
Pre-order items are items that have been announced to be released and are currently in production or awaiting restock. Pre-ordering allows purchasing a product in earlier stage to guarantee acquisition of this product when it becomes available. Release or restock date is announced in the product description.
Regarding new album releases, pre-order does not mean you will receive the item before the official release date.

Are the pre-order products delivered to me 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 and therefore we can't guarantee delivery dates for pre-orders. In case of a major delay (e.g. delay by the supplier, production schedule or force majeure), we will contact you by e-mail.

My order includes both pre-order, and in-stock products. Do you ship the in stock products first, and the pre-order products later?
Your entire order will be shipped as complete on the date determined by pre-order item. If you would like to receive the in-stock products earlier, please make two separate orders. If your order includes several pre-order items, order will wait until all pre-order items are in stock for the order to be sent as complete.

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

PAYMENTS

What methods of payment are available from outside Finland?
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 the order once you proceed to the payment.

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

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.

SHIPPING & DELIVERY

How quickly will my order ship?
Order is taken to processing on the following business day after receiving the order. Orders that include only in stock products will be shipped within 7 business days after receiving the order. We have mentioned in all product sheets if the item is in stock or available as pre-order. When item is in pre-order, the possible release or restock date is mentioned. If your order includes pre-order item, the whole order will be sent as complete when all items have arrived.

How do I know if my order has been shipped?
You will receive shipping confirmation by e-mail when your order has been sent. Please check also spam and junk folder, as the shipping confirmation e-mail could land there. If you suspect misspelling your e-mail address, please contact our customer service at store[a]backstagerockshop.com.

What delivery methods are available to my country?
We have various delivery methods available both domestic and overseas. You can see available shipping methods in checkout when you have chosen destination country. 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. Kindly note, delivery times are estimations by delivery companies and actual delivery time can differ from that. Learn more about our International Shipping Policies.

How much are the shipping costs?
The shipping costs are automatically calculated based on the size and weight of the order and country of destination. Please add desired product to shopping cart, click on checkout and select your country. The shipping costs for that order will then be displayed automatically. Learn more about our International Shipping Policies.

Can I track my shipment?
When choosing a trackable method of delivery, you will receive shipping confirmation e-mail including link to tracking in the given e-mail address when your order has shipped. You can also check your order details from status page (link provided in order confirmation e-mail) or by logging in to your customer account. If you suspect misspelling your e-mail address, please contact our customer service at store[a]backstagerockshop.com.

How do I receive a digital item?
Digital items are not physically shipped. Please refer to instructions on product's page for detailed information about receiving and operating the digital product.

RETURNS AND EXCHANGES

How can I return or exchange an item in my order?
We have a 14-day (from receiving the delivery) return and exchange policy. With media products (e.g. CD's and DVD's), the shrink wrap and a possible seal have to be unopened. Textiles need to be clean and unworn, without stains, hair or pet hair. Customers outside Finland have to take care of the return shipping costs, we will ship the exchanged items for free. Kindly note, return and exchange excludes: underwear and other hygienic or intimacy products (e.g. earplugs) and Outlet products. Learn more about Returns & Exchanges.

Are there limitations on exchanges?
The item requested for an exchange must be of equal value or cheaper compared to returned item. Also, include the size of your choice (when applicable), and your order number on the return form. Underwear and other hygienic or intimacy products (e.g. earplugs) and Outlet products are not applicable for return or exchange.

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

PRODUCTS

How do I choose a shirt / item of the right size?
The trademark, manufacturer and size chart are 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. If there is information missing from product page you are interested in, contact our customer service at store[a]backstagerockshop.com for help.

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.

Product I want is 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, you can leave a notification request to your e-mail address on product's page by choosing "Notify me when available". Or, you can contact us at store[at]backstagerockshop.com and we'll check the situation for you.

How do you check the quality of my shirt, will it be clean and unbroken? Is the quality good?
We inspect all products entering our warehouse to ensure that their quality meets our standards. We will not send you a defective or dirty product. We use reliable partners to make prints, embroideries and markings on our fan products.

Is the product I bought an official fan product?
Backstage Rock Shop is a proud home of official band merchandise. You'll find wide range of products from our artist shops which we operate in co-operation with the bands. By purchasing official merchandise you will support directly the bands we represent. For us, it is important that each product we sell, the artists gets their share.

What are digital products and pre-show Meet & Greet tickets?
Digital products like video messages and greeting cards are personally manufactured individual items. You can order a sweet note for yourself or cheer up a close one with personal video greeting. When you order video message or greeting card the further instructions of use will be provided by e-mail. Pre-show Meet & Greet tickets have instructions of use provided on the product page.

My order includes a digital non-shippable product and physical items. How will it be sent?
We will send physical items in normal manner and provide possible instructions of use for digital items by e-mail. Pre-show Meet & Greet tickets have instructions of use provided on the product page and you can use the receipt included in the shipment as entry ticket to pre-show event.

OTHER

Where are your products shipped from?
All of our products are shipped from our warehouse in Tampere, Finland.

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. Discount code can't be activated to order afterwards so confirm before proceeding to payment that the discount has been applied correctly. Please note that only one code or campaign can be active per order.

I have not received my shipment. What should I do?
First, check the tracking of your shipment. Tracking information is provided in shipping confirmation e-mail and on order's status page. If shipment is waiting for pick up at collection point, please collect it within storage time. If there is a mention of further information needed, you can contact the Carrier with shipment number and provide required information to complete the delivery.

My shipment was returned as undeliverable or due to incorrect/incomplete address. What happens now?
Shipment returned to us as undeliverable, unclaimed, or refused by the addressee is not an authorized return and therefore not eligible for a full refund. Shipping costs will not be compensated in that case. Returned order can't be shipped directly again, so you can place a new order and give correct information then.

Can I  have my product signed by the band?
Unfortunately, we are not able to offer individually signed items from any artist or band in our selection. Sometimes we receive signed items from bands for example for raffles or competitions or a certain quantity for pre-sale.

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

Where can I create a customer account?
You can sign up using this link. On your customer account you can set up shipping addresses and follow your order history.

I forgot my customer account password, how I can reset it?
You can find the link to reset your password from the login page, please use this link.