Order FAQs

How can I track my order?

You will receive an email once your order has been dispatched with tracking information.

When will I receive a response from customer support?

Our customer service team is available 9 AM to 5 PM GMT. We are closed on weekends and UK public holidays. 

Due to Covid-19 there are currently delays in response time.

How can I update my address?

If your order has not yet shipped, we may be able to change your shipping address. Please contact us to submit a request. Be sure to provide your name, order number, and updated shipping address.

What should I do if I  have received damaged item(s)?

If you've received damaged item(s), please contact us. Be sure to provide your name, order number, and item(s) that were damaged. All damaged or missing item(s) require a photo of what you have received. Once you have received a response from a member of our customer service team, send the damaged item to the address provided and retain proof of postage. The correct item(s) will be shipped at no cost to you. 

How can I cancel my order?

If you would like to cancel your order, please contact us ASAP. We can only cancel your order if it has not yet been picked, packed or shipped. 

I am unable to add items to my cart and/or checkout?

If you are unable to add items to your cart and/or checkout, your issue may be resolved by clearing your browser cache. You can learn more about how to do that here:


If you are still having technical issues after clearing your browser’s cache, please contact us.

How do I download a digital item?

When you place your order, you will receive a download link on your order confirmation page and/or email. Please note that on some mobile devices you will not be able to download and save your files. If so, please use a desktop computer to download your files. If you have not received your download link, please contact us.

How do I receive my ticket and/or VIP upgrade?

When you order a ticket, the email you receive can be used as your ticket to the event. This can be printed out or shown directly from your mobile device. In the case with VIP Upgrades, there will be an additional confirmation email sent with specific instructions related to a particular event - in that case you should follow the instructions provided within that email. VIP Upgrades does not provide you with ticket entry for the event. If you did not receive your order confirmation, please contact us.


What is a pre-order?

Sometimes we can offer customers the option to pre-order items before they are released. This allows you to reserve the item before it is available for sale to the general public. Certain items sell out quickly and this helps ensure that you will not miss out. You will be charged right away for your order, but it could take a few weeks or more for your item to be available to ship.

If my pre-order also contains an item that is already in stock, will they ship separately?

We do not ship partial orders. Your entire order will ship when the pre-ordered item becomes available. If you wish to receive the available portion of your order immediately, please consider placing a separate order for the pre-order item(s).

When will I be charged for my pre-order?

We charge your card as soon as you checkout this allows us to reserve the pre-ordered item for you.

For specific information on when a pre-ordered item will ship, please refer to the item’s description when placing your order.