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FAQ

Shipping

How much does shipping cost?

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.

What is Standard Shipping?

Depending where you are we select the best shipping provider for your country. All orders will have tracking and most orders are received between 1 - 3 days from when the order is placed. In some cases it may take longer depending on where you are located.

Where countries does the Critical Role EU store ship to?

We currently ship to the following countries:

  • Austria
  • Belgium
  • Bosniaand 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.

General Note

Customers will have 45 days from the confirmed ship date to inform support, via the web form, of an order that has not been received or updated to reflect as "delivered". We are unable to facilitate alternative solutions such as providing a replacement or refund on inquiries we receive after this timeframe.

We strongly advise that you monitor the tracking information closely once your order is confirmed "shipped" in order to ensure that the dispatched shipment is eligible to be filed as a claim/investigation with the carrier responsible.

If you have not received a tracking number, please make sure to contact us.

General

Do I need an account to place an order?

You can make purchases as a guest, but you can also create an account in order to access your order history, track your orders, save your shipping address, and securely store your billing information to facilitate the checkout process. 

How do I access my digital item?

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

  1. After you are done purchasing the item, the link to download will be presented in your shopping cart.
  2. The invoice you receive via email will have a link to download.
  3. If you have an account with us, once the order is FULFILLED you can go to your order history, select the order number, and the link to download will be present. If the item is digitial only it will be available immediately. If the digital item is attached to a physical product, it will be made available after the physical item is fulfilled.

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

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 ensure the protection of your data.

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

Your order history unfortunately will not transfer over, but it won’t be lost either. Your order history will still be saved on the US Store and will be accessible by logging in to the US version (shop.critrole.com) of the site.

Can I still shop on the Critical Role US Store?

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

Purchasing

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

Common payment methods such as PayPal and major credit cards like VISA, Mastercard, and American Express are available. Local payment methods such as Bancontact and iDEAL are also available.

Where will my order be shipped from?

Critical Role EU Store products are shipped from our facility in the Netherlands, which has a separate inventory from other Critical Role Stores.

What if a product I want is available on the Critical Role US Store but not the Critical Role EU Store?

Due to separate inventories, some products may be available on one site and not the other. We'll be adding new items to the Critical Role EU Store regularly, and if an item you’re interested in is not currently available on the Critical Role EU Store, you may purchase it directly on the Critical Role US Store (import duties, customs, and taxes may apply).

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

Gift cards can only be used in the store they were purchased in.

Does my gift card from the Critical Role EU store expire?

No.

Refunds & Returns

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

Please check our Terms of Sale and contact our Customer Support team at support@critrole.com for help.

Customers are responsible for the associated shipping amount (cost to ship) 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 that are not received in their original packaging may be subject to a restocking fee

Can I cancel or return my order if I change my mind?

If you are a resident of the European Union, you have the right to withdraw your purchase request within 14 days of receipt of your order without stating any reason. Please refer to the “Right of Withdrawal” section in the Terms of Sale for more information on how to exercise this right.

Preorder Products

How does preorders work?

When you preorder an item on the Critical Role EU Store, the payment is processed immediately, and the item is delivered to you once stock is available (within the timeframe stated in the product description).

You have the right to cancel your preorder and request a refund before the product is shipped. Once the product has been shipped, if you are a resident of the European Union, you have the right to withdraw your purchase request within 14 days of receipt of your order without stating any reason. Please refer to the “Right of Withdrawal” section in the Terms of Sale for more information on how to exercise this right.

Can I change my preorder from the Critical Role US Store to the Critical Role EU Store?

You can cancel the US preorder and place a new one on the Critical Role EU Store (as long as stock is available). This is only possible if the order is still pending and has not shipped yet. 

Note: We recommend you complete the new preorder, and that stock is available, before canceling your original order.

Promotions

Are promotions available on the Critical Role US Store also valid on the Critical Role EU Store?

Local promotions are subject to specific conditions that may not be mirrored on both sites, therefore we cannot guarantee that the same promotion will be offered in both regions simultaneously. If you wish to benefit from a specific promotion, please place an order on the Critical Role store offering that promotion.

I received a Critical Role US promotional code; can I use it on the Critical Role EU store?

Promotional codes only apply in the region where they’re issued. Therefore, a Critical Role US Store promotional code can’t be redeemed on the Critical Role EU Store.

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