Discmania Store Europe FAQ
ORDERS AND SHIPPING
Q: There is a mistake in my order. What should I do?
A: Please email firstname.lastname@example.org. Include your order number and a short description of the issue. Photos are helpful, as well, and can help speed up the resolution process.
Q: I entered the wrong shipping address. How do I fix it?
A: You are welcome to update/edit the shipping address for your order, up until the shipping label has been created, by following the instructions in your order confirmation email.
Q: Where is my package?
A: Please reference your order’s shipping confirmation email for tracking info. If you have not received a shipping confirmation email, your order is still processing and hasn’t shipped yet. We recommend contacting the shipping carrier if your package has shipped, but hasn’t arrived within the expected delivery window.
Q: Can I make changes to my order after it has been completed?
A: We are unable to make changes (substitutions, color changes, quantities, etc) after your order is complete. We can cancel your previous order and you are welcome to place a new order with the exact items you would like to purchase.
Q: How long does it take for my order to be fulfilled and shipped?
A: Typically, it takes 0 to 2 business days for an order to be fulfilled and shipped. This can vary depending on current order volume. Most often, your order will ship within one working day. It is important to check newsletters, order confirmation emails, and our website for information regarding special circumstances including extended lead times and pre-order items. In case of popular, high volume releases our order handling times may be longer than usual.
Q: Can I combine orders into one shipment?
A: Unfortunately, no. Due to the sheer volume of orders that we receive daily, we are unable to combine shipments.
Q: Why wasn’t my request fulfilled?
A: We will always do our best to fulfill order requests, but can only do so provided that the necessary inventory is available. Simply put: we can only send it if we have it.
Q: Why didn’t I receive an order confirmation email?
A: In most cases, the email address that was entered when the order was placed is different from the one you most often use. Please check your other email accounts. Remember to also check your spam folder, sometimes emails end up there.
CANCELLATIONS, RETURNS AND REFUNDS
Q: How do I cancel my order?
A: Please email email@example.com ASAP. Include your order number and your name in your cancellation request. If you have already received a shipping confirmation email, it is likely that your order can not be canceled anymore.
Q: What is your return/refund policy?
A: Please check here for our refund policy.
Q: I would like to return my order or an item. How do I do that?
A: We offer returns up to 14 days after reception on all new/unused merchandise. Please check our refund policy for more info and instructions.
Q: My item has a flaw/defect. What should I do?
A: Please email us at firstname.lastname@example.org. Include a photo of the flaw/defect and your order number. If your flawed Discmania item was not purchased at Discmania Store Europe, please contact the original point of purchase for a refund or replacement.
Q: I made a purchase but I can’t see the Shield Coins that should have been rewarded for it on my account.
A: The approval period for purchases is 5 days. The Shield Coins rewarded for your order will appear on your account after 5 days from placing the order. Before that they Shield Coins will show as pending on your account history.
Q: I entered the wrong birthday for myself. How can I correct it?
A: Please contact our customer service. Only the store staff can update/correct the date of birth after it has been entered once.
Q: Why didn’t I get the disc in the photo?
A: Discs pictured are for color and stamp design reference. If the disc has the option for individual foil/stamp color choices, those choices will be listed in the item’s drop-down menu, in addition to the disc color, weight, and other options. If there is only one color listed in the menu, that color is in reference to the disc only. “Swirl” S-line products will have the more than one color that the disc will fall between, and the swirls will vary in intensity and contrast.
Q: Why are there so few light weight discs?
A: Light weight discs are very difficult to produce. We’re working on the process and are happy to be able to offer as many as we can. Look for more lighter weight discs in the future.
Q: Can I pick up my order at the warehouse?
A: We are not able to offer local pickup at this time.
Q: Can I visit the warehouse for a tour?
A: Not at this time.
Q: How do I become a sponsored player or become an ambassador?
A: Please fill the Team Discmania application form at discmania.net.
Q: How do I get my event(s) or organization sponsored?
A: Please fill our Event Sponsorship form.
OTHER TOPICS AND QUESTIONS
Q: My promotional discount code has expired. Can I still use it?
A: We’re sorry, but expiration dates are firm. Please use your code while it is still valid.
Q: Why didn’t my shopping cart reserve my item while I was completing my purchase?
A: Our e-commerce software does not have the capability to protect items while they are in the virtual shopping cart. It allows the item to be sold to whoever completes their purchase first. Pro tip: arrive early to set up your shipping and payment info prior to the release time for faster order completion.
Q: Why wasn’t I able to pay with Paytrail or Klarna?
A: Unfortunately all of our normal payment options are not compliant with quick-fire releases as they often cause overselling of the products we have in stock. Due to this, during our popular product releases, we can only offer card payment and paypal as payment methods. The usual payment options (Klarna, Finnish online bank payments and select mobile payment services) are supported outside product releases, but on release days, all other payment options except card payments and paypal will be turned off. Check here for more info on product releases.