FAQs

Please see below our most frequently asked questions. If you still can't find the answer you're looking for, email us at customerservice@eventmerch.com

 

CONTACTING US

How do I ask a question about a product or order? Get in touch with us by emailing us at customerservice@eventmerch.com or call us on 00442082081166 between 10am-4pm. 

Can I leave feedback? If you have any overall comments or feedback you would like to make, we'd love to hear them so please email us at customerservice@eventmerch.com

 

GENERAL ORDERS

How do I buy a product that appears to be out of stock? If the product you wish to purchase is out of stock, please click on the 'Email me when back in stock' button and we shall be in touch when it is available to order.

Can I add an item to my order? Unfortunately you cannot add items to your order once you have completed the checkout process. You will need to make a new order for the extra items. 

Can I cancel my order? We may be able to cancel your order if it has not already been dispatched. Therefore please contact us, with your order number, as soon as possible to discuss the possibility.

 

SHIPPING AND DELIVERY 

Where do you ship to? We ship worldwide. We are unable to ship to PO box or army post office addresses.

Do you ship to PO box or army post office addresses? Unfortunately we do not ship to PO box or army post office addresses.

How long does it take to receive a parcel? Our UK orders usually travel by Royal Mail First Class post, which take around 1-2 working days. Our international shipping is based on weight and location - delivery times range  from 5-14 working days. More information can be found on our Shipping and Delivery page.

Where is my parcel? If you have not received your parcel within the estimated time frame please contact us at customerservice@eventmerch.com

Why is there more of a wait sometimes when I order multiple items? be aware that we dispatched all items in one package. Therefore, if your order contains an item that is is listed as "pre-order" it will be dispatched once the pre-order item is in stock. If you want to avoid this, please place separate orders for your pre-order items. 

What are customs fees? If you are ordering outside of the EU, your parcel may be incur customs fees. This covers taxes, duties and processing when it arrives at your border. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.

Why do I have to pay separate customs fees? Our shipping charges do not cover the additional customs fees as each border has different ways of handling incoming post. It is worth familiarising yourself with your country's fees before placing your order with us so that you are aware of the extra payment that will be required.

What happens if I don't pay my customs fee? If you refuse to pay the customs fees when your order arrives, the shipment will be returned and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.

 

REFUNDS AND EXCHANGES

What is your returns policy? You have 28 days from receipt of goods to notify us if you wish to exchange an item or simply return it for a full refund, less the original delivery charge. 

How long does a return/exchange take? A return or exchange time will be dependant on the country you are sending it from. For the UK we estimate one week, for Europe and the USA two weeks.

What do I do if my product is faulty? If your product is faulty please contact us immediately at customerservice@eventmerch.com

Why can’t I return jewellery? Unfortunately jewellery is non refundable due to health and safety guidelines. 

Can I take my online order to a store to return exchange? All online orders will need to be dealt with by customer services team and sent back to our warehouse.

 

PRE-ORDERS

When will my pre-order product be ready to ship? The expected month of availability is shown on the product page so you can review before ordering. Any date given for pre-order availability is a forecast and may be subject to change.

Can I get a refund for my pre-order deposit? No, we are unable refund a pre-order deposit under any circumstances unless the product is canceled by www.thebritshop.com.

Can I pre-order a product? We currently offer pre-orders on selected products only. Sign up to our emails to be kept up to date with new products and pre-orders.

 

PROMOTIONAL CODES AND VOUCHERS

Do you sell gift vouchers? We do not currently sell gift vouchers but may do in the future.

Where do I enter my promotional code? Enter your code at the checkout above the subtotal in the discount codes box.

My promotional code was not applied, what should I do? If you used a promotional code and it did not apply, please double check it has been entered correctly and is still valid. If still not working, please contact us at customerservice@eventmerch.com