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Support

Have an issue that you need fixed? Check the FAQ below, or you can contact us and we'll get you squared away!

  • We are based out of The Netherlands. We offer fixed-rate shipping.
  • Fangamer is closed on weekends, holidays, and other rare occasions. We may post a notice on our website if orders will take longer than usual to ship.
  • If you have an issue or concern about a delivery, please contact your local post office or courier.
  • Requests which require shipment of a physical item (including replacements and exchanges) may take up to a week to fulfill. We appreciate your understanding.

FAQ

Product Catalog

Due to our agreement with our distributor, there are limits to the amount and types of products that we can currently ship via Fangamer Europe.  However, we are constantly working to expand and improve our Fangamer.eu catalog.  Feel free to contact us via email to let us know what Fangamer products you would like to see in the EU store. 

Yes! Fangamer’s primary location in the United States will continue to ship to Europe. We’re launching Fangamer Europe to make it easier, cheaper, and faster for customers in the region to get some of our most popular products.
Prices may occasionally change due to local regulatory requirements or increased freight shipping costs, but the primary difference is that Fangamer.com list prices don't include sales tax, which is calculated separately at checkout. 

In accordance with EU requirements, VAT is incorporated into the price of each product on Fangamer.eu, so that the only fee added during checkout is the flat shipping rate.
We ship to the following countries: 
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom

Fangamer Europe Store and Warehouse

Not for the foreseeable future.  While we are shipping Fangamer merchandise in Europe, we do not have the resources or manpower to attend conventions in Europe at this time.
Fangamer Europe is only provided in English at this time.  
While everyone is always welcome to visit Fangamer.eu, the Fangamer Europe warehouse is not open to the public.  

Order Changes & Cancellations

Fangamer Europe orders are fulfilled by a third party; consequently art cards and other bonuses are not included. You will still receive any bonus material that comes with products as is pictured on the product pages, such as shirts and their bonus stickers.   

We are unable to offer the cancellation of orders.  The warehouse processes orders very quickly, so it is almost impossible to cancel them before they have been packed and shipped.  
At this moment we are not able to change the shipping method on open orders
If your order has not yet shipped and you need to correct or alter your shipping address, please contact us with your complete updated address so we can help!
We cannot change the billing address or billing method once your order is placed. If there's a small error in your billing address but the payment has cleared, no need to worry! Everything should be good.
If your order has not yet shipped and you need to remove an item (or items), we can help! Contact us.  

Please be advised that this may not be possible in most cases since the warehouse processes orders very quickly.  
Unfortunately we cannot add items to an order once it has been placed. You'll need to place a separate order, or we can cancel your order so you can place a new single order with everything you'd like included. If you need to cancel your order for this reason, just contact us for further assistance.
Unfortunately due to technical limitations we cannot combine multiple orders placed separately. However, if none of your orders have shipped yet, we can cancel them so you can place a new single order with all items included. Contact us for assistance!
Sorry to hear that! If your order was not completed successfully and you were not provided with an order number, it's likely that payment has not been collected and what you're seeing on your statement is an authorization hold . This should expire and be refunded to your account after a few days. This typically happens when an order fails completely due to payment problems, but you may sometimes see an additional authorization hold if you make an initial failed payment attempt with one payment method followed by a successful payment through a different method.

Here's how to place an order if your billing and shipping addresses are different:

During the checkout process under “Billing address”, there are two options to pick from. The default option is “Same as shipping address”, and the other option is “Use a different billing address”. What you’ll need to do is select the “Use a different billing address” option, and then enter the billing address that is associated with your credit card. Please note that the billing address is only used for payment authorization, and the shipping address is where your items will actually be sent to. 
If you did receive an order number and have been charged, but have not received an order confirmation email, it's possible you're having trouble receiving our emails or you may have input the wrong email address during checkout. If your order confirmation isn't hiding in a spam folder, please feel free to contact us with your order number so we can make sure your contact information is correct.
If or when a product will be restocked varies from product to product! If there's no restock date on the product's store page and you would like more information, please feel free to contact us.

Shipping Problems & Information

All EU and UK orders are charged a fixed-rate €5 shipping fee.  

For orders to non-EU or UK countries, shipping fees may vary considerably. To view shipping prices for these locations, please add all of the items you'd like to purchase to your cart and proceed through the checkout process to the shipping stage, where you will enter your full shipping address. In the next screen (before you enter your payment information), you'll be able to view all available shipping classes and their prices.
During periods of normal order volume, there's typically 1 to 3 business days fulfillment time after orders are placed before they ship. 

Around the holidays and other busy periods, there may be an additional delay. If there's a notable delay, you may see a delay notice on the Fangamer.eu store and during checkout.  

Please note that Fangamer Europe is closed on major Dutch holidays, which will affect delivery times.  We cannot guarantee specific delivery times, holidays or otherwise.  

Once your order ships, you'll receive an email notification with your shipping information. If there's been an unusual delay and your order hasn't shipped out yet, please feel free to contact us with your order number for more information.
Transit times will depend on the destination and whether or not the courier is experiencing delays.  All orders ship out from the Netherlands, so it may take 1 to 7 business days for a package to arrive, depending on your location.  
Sorry about that! Please contact us with your order number and a photo of the item you received in error and we'll be able to sort things out.
If an item is marked as included in a package and is not, or if it is not shipped at all, please contact us and we'll get the missing item shipped out as soon as possible!
If you receive a product which has been damaged during shipment, or has a defect not included in the list of small variations in our product condition policy, please contact us with your order number and a photo of the issue and we'll be able to assist with a refund or replacement.
Your local postal service may have accidentally delivered the package to the wrong apartment, neighbor, or front desk or mailroom (if applicable). You may want to check with those places first, and then give your local post office a call (as they may be holding the package). Please review your provided shipping address as well to see if there are any errors, or omissions of details such as an apartment number.

Packages typically turn up within about a week, but it is also possible that it may have gotten lost in the mail, or potentially stolen. If none of these steps help and your package doesn't turn up within a week of when it was marked as delivered, please contact us.
It's likely your package has been returned to sender, as Fangamer Europe is located in the Netherlands and being returned to sender is often treated as a delivery in tracking.

Please see the "package is being returned to sender" section for more information.
Unfortunately there are a number of reasons your package may have been returned to sender by the postal carrier. The most common reasons are problems with the shipping address rendering the package undeliverable—for example, the omission of an apartment number—or, for non-EU orders in particular, the package being held for collection but not being picked up before the collection period expires.

If your package is returned to sender, please contact us and we'll be able to arrange a re-shipment or refund as appropriate. Please note that you will need to pay shipping fees for a re-shipment. If we've received the Return to Sender package, we may already have emailed you to let you know!

Returns & Exchanges

Returns must be in good condition. Dirty items, broken items, items with sewn tags removed, and items with stains or damage are unacceptable for returns.

If you received an incorrect or damaged item, you don't need to process a return: instead, please see the 'Received wrong item' or 'Received damaged or defective item' FAQ sections.

For returns, please contact us within 30 days of when your order shipped. We can only refund the cost of the item; we will not refund the cost of shipping. You will need to pay the shipping costs for your return.
We're happy to offer exchanges for apparel as stock allows! We may also be able to offer exchanges for other items depending on the specific item. If you received an incorrect or damaged item, you don't need to process an exchange: instead, please see the appropriate section above.

For an exchange, please contact us within 30 days of when your order shipped. You will need to pay the shipping costs for your exchange.

Policies

Fangamer Europe is based in the Netherlands, and we ship all EU and UK packages through standard shipping.  The further you live from the Netherlands, the longer your package may take to arrive.

Fangamer Europe is closed on major Dutch holidays. We may post a notice on our website if orders will take longer than usual to ship.

We cannot guarantee specific delivery dates, and we do not offer refunds for shipping fees if packages are delivered later than expected. 

All EU and UK orders will automatically ship with the best available method for standard shipping and will have tracking.  

Please contact us for any questions!

WARNING: If your order is lost in transit, we will re-ship it once at no charge or offer a refund for the cost of the merchandise. If it goes missing twice, we will not replace it a second time, as this indicates an issue with the address or the local postal service. The best way to prevent lost or returned orders is to ensure your address is correctly formatted, is not missing any apartment, unit or house numbers, and to make sure that it isn't waiting for a customs payment.

If you've got any questions, concerns, or would like your items faster, email us at orders@fangamer.eu

Since most of our merchandise is handmade, it’s common for small things to be out of place. Here's a non-exhaustive list of things that you shouldn't be too surprised to find in our:

Shirts & Apparel
  • Flecks and minor variations in the print.
  • Variations in the fabric color. Sometimes, especially for large/small/womens sizes, we have to use different brands.
  • Stray shirt threads.
  • Sticky residue. This is from the light adhesive our printer sometimes uses to keep the shirts from shifting during print — it washes off easily.
  • Gaps or buildup in the ink when printed on/around seams.
  • Faint chemical smell. This is a result of the discharge printing inks — it's gone after the first wash.
  • Small spots of discoloration or dust on the shirt. This is usually from the printing press and, like everything, generally washes right out.
  • Two different shirts of the same size being slightly larger or smaller than each other.

Posters
  • Slightly bent/worn edges on posters. We do our best to keep them clean, but shipping can be a little rough.

Books
  • Gaps or tears in shrinkwrap.
  • Minor bending of the dust jacket, especially at the top and bottom of the spine, which does not leave noticeable creases.
  • Excess glue on the front/back pages (this can be an artifact of the binding process).
  • Minor print or paper irregularities.

Vinyls
  • Gaps or tears in shrinkwrap.

Physical Games & Collector's Editions
  • Gaps or tears in shrinkwrap.

Pins & Keychains
  • Minor scuffs or small bubbles only visible close up.
  • Slight variations in the alignment of printed colors on designs with printed colors.

Drinkware
  • Minor flaws in glazing (including tiny bubbles or rough spots).

Plushes
  • Stray threads
  • Some variation in shape may occur as stuffing can shift within the plush. It's typically possible to give the plush a good squeeze and mold things back into place.
  • Slight variation in the placement of embroidered details.

Other
  • Minor chips or spots on handmade products such as figurines.
  • Minor variations in paint on hand-painted items such as figurines.
  • Slight variations in coloration of an item, especially across different production runs.

SHIRTS 

We recommend that you wash your Fangamer apparel inside-out, with like colors, in cold water. Tumble dry low heat, no bleach, no ironing. If worn frequently, we also recommended washing on a gentle cycle.

JACKETS & HOODIES

 
Wash and dry the same as shirts (inside-out, like colors, cold water, low heat), zipped up, along with other garments to reduce zipper pull damage. If your jacket has a custom zipper pull, consider taking it off before putting it in the wash.

MUGS 


Our custom-made mugs are heavy duty, but if you want them to last a long time you may consider washing them by hand and avoid microwaving. This is especially important for our color-changing mugs, as exposure to constant high heat can remove the color changing ink much faster. 

PLUSH TOYS


Plush toys that have internal components such as wire armatures (like the Grimm Plush), magnets, or electronic components are not machine washable, and we only recommend gently cleaning the surface with a damp, soapy wash cloth. Think the kind of soap you'd use to wash your hands, rather than a harsher detergent.

For plush with no internal components, we still recommend surface-wash only, as a washing machine might be a bit rough and could cause damage or lumpy stuffing. If that doesn't do the trick, you could give the plush a soak in warm water with mild soap and letting it air-dry.  If it's really dirty and even that doesn't get it clean enough, you can put the plush into a washing machine on the gentlest settings, then let it air dry. We suggest this as a last option, as this does come with the risk of damaging the toy. 

Items which are broken, torn, stained, do not function, or are otherwise reasonably damaged in ways that fall outside the product condition variations described above may be eligible for a replacement or refund. If you've received a damaged item, please email orders@fangamer.eu for assistance.  Also if you can, please provide a clear photo of the damage on the product you received. 
Pre-orders are charged at the time of purchase, not when the order ships. Some pre-orders may be required to be ordered separately from other items. If you need to cancel or change a pre-order, please contact us as soon as possible. 

If an order contains a preorder item, unless otherwise noted, the order will only ship when all items are ready. Please order preorder items separately if you would like your other items sooner.
In the case of oversells, we'll typically be able to offer either a substitution or a refund for the item, although in some cases only a refund may be possible.
Some items are limited on a per-customer basis. This lifetime limit is per-customer and we may automatically cancel and refund orders if you order over the allowed amount. A single customer drop-shipping to multiple addresses also counts towards this per-customer limit.

Some items are limited to sale in certain territories and we will enforce this limitation.
Fangamer reserves the right to update and change this Shipping / Return Policy from time to time without notice.

Any written agreement, contract, or invoice supersedes these general website terms if provided.

Read our Privacy Policy regarding our protection of your personal data.

Fangamer, in its sole discretion, has the right to suspend or terminate your account and refuse any and all current or future purchases, or any other service from us, for any reason at any time, including no reason. Examples of possible reasons include:
  • Violations of this Shipping / Return Policy, including violations of a products with a per-customer limit.
  • Violations of our Privacy Policy.
  • Chargebacks.
  • Fraud and other illegal acts.
  • Verbal, physical, written or other abuse (including threats of abuse or retribution) of any Fangamer customer, partner, employee, member, or officer.

Where applicable, we may not provide a full refund for suspended or terminated accounts or orders. For example, if we rendered some non-refundable services or products to you.

You are responsible for maintaining the security of your optional account and password on Fangamer. Fangamer cannot and will not be liable for any loss or damage from your failure to comply with this security obligation.

The failure of Fangamer to exercise or enforce any provision of this Shipping / Return Policy shall not constitute a waiver of such provision. No waiver by Fangamer of any breach of this Shipping / Return Policy shall be a waiver of any preceding or succeeding breach. No waiver by Fangamer of any provision under this Shipping / Return Policy shall be construed as a waiver of any other provision. Unless otherwise stated, a waiver by Fangamer of any provision of this Shipping / Return Policy shall only be on a per-order basis, and the full Shipping / Return Policy shall be enforced for any preceding or subsequent order.
EU and most UK orders will not be subject to additional taxes or fees such as customs, local import duties or VAT.   

There are only a handful of instances in which our customers may have to pay customs or additional fees beyond our shipping costs:
  • UK orders over €150 or 135 GBP in value 
  • Orders going to non-EU countries (such as Switzerland or Norway).  

In the above circumstances, customs and/or duties are not prepaid, so your country may require the payment of fees before you can receive your order. When applicable, you have to pay these fees when you get your package, so please be aware of your country’s tax policy before you order. We cannot mark shipments as gifts. Fangamer is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.