Q: What is the value of having an account?

More easily track the status of an order View past orders Save shopping carts to your account so you can buy at a later date (or from a different device )

Question 1

Do I need an account to place an order?

Accepted Answer

You can make purchases as a guest, but you can also create an account to access your order history, track your orders, save your shipping address.

Question 2

When I refund my order, why isn’t the shipping fee refunded?

Accepted Answer

Customers are responsible for the associated shipping cost, as the shipping amount is a non-refundable charge when placing online orders. Delivery failures determined by third-party shipping services due to errors found upon dispatch to the shipping address will be returned to the sender (i.e., incorrect address/invalid address/multiple delivery attempts).

Question 3

What is your standard shipping policy?

Accepted Answer

We select the best shipping provider for your country based on your location. All orders will have tracking, and most are received within 3 - 7 days of being placed. However, depending on where you are located, it may take longer.

Which countries does the Critical Role EU store ship to:

Austria

Belgium

Bosnia and Herzegovina

Bulgaria

Croatia

Czechia

Denmark

Germany

Estonia

Finland

France

Greece

Hungary

Ireland

Iceland

Italy

Latvia

Liechtenstein

Lithuania

Luxembourg

Monaco

Netherlands

Norway

Poland

Portugal

Romania

Serbia

Slovenia

Slovakia

Spain

Sweden

Switzerland

Please visit https://shop.critrole.com or https://shop.critrole.co.uk if you wish to place an order from a country not listed here.

Question 4

What is the value of having an account?

Accepted Answer

More easily track the status of an order
View past orders
Save shopping carts to your account so you can buy at a later date (or from a different device)

Question 5

How much does shipping cost?

Accepted Answer

The rate may vary depending on the weight of your package, your shipping destination, and the shipping option you choose for your order. The precise rate will be calculated automatically and displayed during the checkout process.

Please note that offers for Free Shipping are only valid for domestic shipping, unless otherwise specified by the promotion.

For the EU Store, domestic shipping includes only the following countries:

Austria

Belgium

Bosnia and Herzegovina

Bulgaria

Croatia

Czechia

Denmark

Germany

Estonia

Finland

France

Greece

Hungary

Ireland

Iceland

Italy

Latvia

Liechtenstein

Lithuania

Luxembourg

Monaco

Netherlands

Norway

Poland

Portugal

Romania

Serbia

Slovenia

Slovakia

Spain

Sweden

Switzerland

Question 6

How can I report an issue with my order (defect, exchange, refund request, etc.)?

Accepted Answer

Check our Terms of Sale and contact our Custom er Support team for further instructions and help.

Please note the following:

Customers are responsible for the associated shipping amount (shipping cost) and understand this is a non-refundable charge when placing online orders. Delivery failures determined by third-party shipping services due to errors found upon dispatch to the shipping address will be returned to sender (i.e., incorrect address/invalid address/multiple delivery attempts)
Please be advised that any requests for returns/exchanges shipped without prior notice received will NOT be honored. Returns and Exchanges not received in their original packaging may be subject to a restocking fee.

Question 7

How secure will my data be if I create a Critical Role Store account?

Accepted Answer

Any personal data collected and/or processed in connection with your use on the store will be subject to our Privacy Policy. We maintain physical, technical, and administrative safeguards to protect your data.

Question 8

When will my order be shipped out?

Accepted Answer

Typically, orders are fulfilled within 24 hours on weekdays. However, orders placed on Friday afternoons local time will be processed on the following business day. This also includes holidays.

Question 9

Can I return the digital product for a refund?

Accepted Answer

We generally offer no refunds because digital goods are delivered via Internet download.

If you change your mind about your purchase and have yet to download the digital product, we will issue a refund upon your request.

Refund requests made after you have downloaded our product are handled on a case-by-case basis and are issued at our sole discretion. Any refund requests must be made within thirty (30) days from the date of the purchase.

(For books that include PDF) If you have downloaded the digital PDF and wish to return the physical book, we will handle refunds on a case-by-case basis, which are issued at our sole discretion.

Question 10

Why can’t I sign in to my account?

Accepted Answer

Step 1: Make sure your email address and password are correct. If you still have an issue signing in, try resetting your password. If you’re still experiencing difficulties, please contact us by filling out our customer service web form.

Step 2: Double check you are signed in to the correct regional store as we have different store locations internationally: (UK, US, CA, AU)

Question 11

Can you explain the different shipping options?

Accepted Answer

Shipping 1—Delivery within the EU typically occurs within 4-9 business days via your local carriers with a tracking number.

International Shipping—International delivery typically occurs within 3-4 weeks of a package being shipped and customers are responsible for any fees imposed by customs authorities.

Please note that we do not have an option for expedited shipping.

Question 12

I never ordered or bought anything from Critical Role, but I received this order!

Accepted Answer

Likely a kind soul sent it as a gift to you! However, please contact our customer service to clarify if this needs to be corrected.

Question 13

I've purchased products on another regional Critical Role Store in the past; will my details transfer over?

Accepted Answer

Unfortunately, your order history will not be transferred, but it won't be lost either. It will still be saved at the store where a purchase was made and accessible by logging in to the site's regional shop (i.e. shop.critrole.com).

Question 14

Can I split an order to go to different addresses?

Accepted Answer

Unfortunately, we cannot split up an order and ship to multiple locations. You will need to place separate orders.

Question 15

International Return + Exchange Policy

Accepted Answer

If you're unhappy with your order, you may return or exchange unused, unworn, unwashed or defective merchandise by contacting our Customer Care team. Returns made within 60 days of the order purchase date will be refunded to the original form of payment. For expedited service and selection, exchanges will be processed as a return/full refund. Please place your replacement order online.
We will not provide international return/exchange shipping. We are not responsible for customs fees associated with returns or exchanges. If you refuse to pay the customs fees, please note that we do not issue refunds for the shipping, or the cost of your order.

Question 16

How often do you restock items?

Accepted Answer

We restock items frequently. However, some items can take longer than others to restock or may have completely sold out. The easiest way to be notified when an item is back in stock is to sign up for notifications on the item’s product page.

Question 17

My order was “marked” as delivered, but I didn't receive it. What should I do?

Accepted Answer

We're sorry to hear that your order was tagged as delivered even though you have yet to receive it. Kindly look into the following if you haven’t already:

Step 1: Check if the shipping address provided is correct

Step 2: Check with other residents of the house in case someone held onto the delivery for you

Step 3: Check with neighbors in case the order was misdelivered to them

Step 4: Contact the shipping carrier with your tracking number to see what information they can provide

If the order has not arrived through any of these means after three business days, please let us know so we can investigate other possibilities.

Question 18

I received a damaged/defective item. What should I do?

Accepted Answer

We sincerely apologize if the item you received is damaged or defective. Please contact our customer support and include images of the item so we can rectify this issue.

Question 19

Can I still shop at the Critical Role US Store?

Accepted Answer

All customers are still eligible to shop on the Critical Role US Store. However, depending on your country of delivery, orders may be subject to import duties and customs taxes, and shipping times may be longer.

Question 20

What is your policy?

Accepted Answer

Customers will have 45 days from the confirmed ship date (as determined by the tracking information) to contact us for shipment support/assistance needed for retrieving or escalating issues regarding the delivery of their order. If your order has not been received or updated via the assigned shipping service's tracking website, please let us know if the receiver cannot resolve it directly with the shipping carrier.
We are unable to facilitate alternative solutions such as shipping replacements, order refunds, or store credit if the inquiry is received after the 45-day timeframe. We strongly advise customers to closely monitor their tracking status once their order is confirmed "shipped" until it reaches its final destination. If you have not received a tracking number for your order’s shipment, please contact us using our web form.

Question 21

I did not receive my order

Accepted Answer

If you have not received your order, you have 45 days from the confirmed ship date to inform us via the web form.

Question 22

Are your items true to size?

Accepted Answer

We do our best to keep every clothing true to size; however, each garment can fit slightly differently depending on fabric and style. For more details on sizing and fit, visit the sizing guide on each product page to know what best works for you!

Question 23

How do I change my order?

Accepted Answer

If you need to make urgent changes to your order, we have limited time to do so. Please reach out via email with your order number and the requested changes at customer support.

Please notify us of any changes as soon as possible. While we will endeavor to make any adjustments to your order, if the parcel has already been invoiced out or dispatched, changes cannot be made as it becomes the property of the courier company.

Once a payment has been received and your order is completed, it is subject to the returns policy.

Question 24

Right of Withdrawal - Terms of Service notification

Accepted Answer

If you are an EU/EEA/UK resident, you can withdraw your purchase request without stating any reason within 14 days of receipt of your order. See Terms of Service for details:

Right of withdrawal

If you are a resident of the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. Your right of withdrawal does not apply for sealed audio video recordings or sealed computer software which were unsealed after delivery. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Merchandise.

To exercise the right of withdrawal, you must inform us (Cryoden Systems LLC, DBA Critical Role, 2025 North Lincoln Street, Burbank, CA 91504) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post). You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website https://shop.critrole.co.uk/pages/withdrawal-form. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the Merchandise back or you have supplied evidence of having sent back the Merchandise, whoever is the earliest. You shall send back the Merchandise via Viewport, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.

The deadline is met if you send back the Merchandise before the period of 14 days has expired. You will have to bear the direct cost of returning the Merchandise. You are only liable for any diminished value of the Merchandise resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Merchandise.

Question 25

How do I access my digital item?

Accepted Answer

When you purchase a digital item, you can download it from 3 different places:

Step 1: After you purchase the item, the link to download it will be presented in your shopping cart.

Step 2: The invoice you receive via email will have a link to download.

Step 3: If you have an account with us, you can go to your order history after logging in and select the order number. The link to download will be provided. If the item is digital only, It will be available immediately after the order is completed. If the digital item is attached to a physical product, it will be made available after the physical item is fulfilled.

Question 26

Domestic Return / Exchange Policy

Accepted Answer

If you're not happy with your order, you may return any unused, unworn, unwashed or defective merchandise by contacting our Customer Service team. Returns made within 30 days of the order purchase date will be refunded to the original form of payment. Return shipping will not be provided by us
You may exchange your item within 30 days of the order purchase date by contacting our Customer Service team. Items must be unused, unworn, and unwashed to qualify for an exchange. For expedited service and selection, exchanges will be processed as a return/full refund. A prepaid return shipping label will be provided by us. Please place your replacement order online.
Clearance items are final sale and are not eligible for an exchange.

Question 27

Can I ship to another country internationally?

Accepted Answer

International orders are also accepted. However, please note that not all addresses may be eligible. We recommend placing an order to confirm if our EU store serves that country. If unsuccessful, consider ordering from other available stores.

If your order has been accepted, please be advised that international orders may be subject to customs duties/fees, over which we have no control.

Any applicable customs, duties, or taxes are not included in your order total and must be paid to your local customs office before receiving your order. If applicable when customs/duties fees are not paid, the order will be returned to our warehouse and credited using your original payment method.

We recommend contacting your local customs office for further information on any possible customs and duties fees.

Internationally, delivery typically occurs within 2-3 weeks after the package is shipped. If customs clearance is delayed, an additional 1-week delay can sometimes happen. Shipping rates for many items we sell are weight-based. We reflect the policies of the shipping companies we use; all weights will be rounded up to the next full amount.

Question 28

How do I know if my order was successful?

Accepted Answer

Step 1: Once you place the order, you will receive a confirmation email from us. If you didn’t receive an email after placing your order, there might be an issue with the email address provided (typo, wrong email, etc.).

Step 2: If you suspect this happened with your order, you can contact us through our web form for additional assistance.

Step 3: Kindly contact us immediately if this happens so we can rectify it and send you the confirmation of your order.

Question 29

Can I change my billing address?

Accepted Answer

The billing address may be essential to complete your order, as this will be used to verify the payment details. Rest assured, if your order has been successfully placed, you will be able to see that no issues were encountered during the process.

Unfortunately, we can’t change the billing address on completed orders.

Question 30

This is a gift. Will this include pricing and my personal information?

Accepted Answer

No, our shipping label only includes the recipient's name and address.

Question 31

Can you gift wrap my order and put a special note on it?

Accepted Answer

Unfortunately, that service is not available.

Question 32

What if I want a product available at the Critical Role US Store instead of the Critical Role EU Store?

Accepted Answer

Products available on one site may not be available on another due to separate inventories. We'll be adding new items to the Critical Role EU Store regularly. Suppose an item you’re interested in is unavailable at the Critical Role EU Store, you may purchase it directly at the Critical Role US Store (import duties, customs, and taxes may apply).

Question 33

Which payment methods are available on the Critical Role EU Store?

Accepted Answer

Standard payment methods such as PayPal and major credit cards like VISA, Mastercard, and American Express are available.

Question 34

Can I use my gift card from a different Critical Role store (US, CAN, AUS, UK)?

Accepted Answer

Gift cards can only be used in the store where it was originally purchased.

Question 35

Can I change or cancel my order after it’s been placed?

Accepted Answer

We process your orders very quickly. If you find that you have made an error in your order, please notify us immediately by filling out our customer service web form. If your order still needs to be processed, we can correct it. However, we cannot modify your order if the merchandise has already been shipped.

Question 36

General Office Hours

Accepted Answer

Office Working hours:

Our department is available 9 AM Pacific Standard Time to 6 PM Pacific Standard Time 7 days a week. We do have an automated system during our off hours that gathers all of your details and prepares it for us the next time we are available. If you need to contact Customer Support please do so here.

Question 37

Glorious Gilmore's Hours of Operation

Accepted Answer

Working hours are from:

9:00 AM PDST to 6:00 PM PDST including weekends and holidays.

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