ATTENTION: INTERNATIONAL SHIPPING SUSPENSIONS. CLICK HERE FOR MORE INFO.

FAQ

UPDATE ON ORDER PROCESSING & SHIPPING 

INTERNATIONAL SHIPPING SUSPENSIONS

We are currently not shipping items from the UK store to the following European locations. Please check back often as these are subject to change.

  • Albania
  • Andorra
  • Czechia
  • Guernsey
  • Ireland
  • Isle of Man
  • Kosovo
  • Luxembourg
  • Moldova
  • North Macedonia
  • San Marino
  • Ukraine
  • Vatican City

While we remain committed to continuing the necessary safety measures needed to ensure full compliance is being adhered to, we advise considering the standard shipping option at checkout, since expedited and/or next-day services will likely be interrupted and inconsistent with the expected delivery dates that are normally specified.

All COVID-secure guidance steps and processes are being updated accordingly, in order to avoid compromising the health of our fulfillment center team as they strive through these changes during this peak season. 

We thank you for your ongoing support and greatly appreciate your patience as we navigate through these unprecedentedly challenging times together!

Brexit (Updated January 27, 2021)

As a result of Brexit, from 1st Jan 2021 orders from an EU country may be subject to import charges and/or duties. Your customs in your country will contact you if there are any duties to pay. The customer takes full responsibility for any customs charges and handling fees if applicable. Duties should only be applied if the order value is more than £135 / €150 and if the country of origin is outside of the UK or EU.

Orders being shipped to EU customers may also be subject to paying VAT, at the local rate on receipt of the order(s). This applies if the order value is more than £15 / €22.

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.

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

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

Where will my order be shipped from?

Critical Role UK Store products are shipped from our facility in the United Kingdom, which has a separate inventory from the Critical Role US Store.

What if a product I want is available on the Critical Role US Store but not the Critical Role UK 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 UK Store regularly, and if an item you’re interested in is not currently available on the Critical Role UK Store, you may purchase it directly on the Critical Role US Store (import duties, customs, and taxes may apply).

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.

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 UK 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 UK Store?

You can cancel the US preorder and place a new one on the Critical Role UK 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.

Are promotions available on the Critical Role US Store also valid on the Critical Role UK 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 UK 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 UK Store.

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