FAQ

Wondering if you should get some of those great official products in our shop? Still have some questions? Here you can find answers to all of them and more!

General

What kind of products can I buy?

You can buy official merchandising products of the Eurovision Song Contest. All products listed on this site are guaranteed officially licensed products.

How can I pay?

You can pay with your credit card (Visa, MasterCard) or via PayPal by using your PayPal account.

Why have I not received my order/shipping confirmation email?

If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within two working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t sent due to a technical error. If it has been more than 5 days since you placed your order, please contact our Customer Service.

The order confirmation is sent out automatically after placing your order. If you didn’t receive an order confirmation email, please contact us in order to verify if we have received your order.

Order

Can I change or cancel my order?

It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you.

It is not possible to change your order once it has been submitted. This also includes changing the size or colour of a product, removing an item, changing the delivery address or payment method.

I ordered another product along with my preorder. Will I receive this product before my preorder releases/ships?

All orders are shipped out together once all of the items ordered are available to be shipped. That means that any item you order with your preorder will be reserved for you and shipped out once your preorder is available. If you would like to receive non-preorder items as soon as possible, we ask that you place those items in a separate order.

I have not received all the products I ordered

If you haven’t received all the products you ordered, please contact our customer service. Please include your order number in your email.

Can I return a product?

You can return a product if you have received a wrong or damaged product. Please check your package carefully and report faulty products to our customer service within 5 days after delivery.

If you send us an e-mail regarding a damaged product, please include as many details as possible as well as a picture of the product. A picture often says more than a thousand words.

Shipping & Delivery

How and when is my order delivered?

All packages are shipped from our warehouse in Germany within two working days after your order has been placed. For the shipment we will either use the service of Deutsche Post or DHL Paket International depending on the weight or the destination of your order.

The normal delivery time after the package has left our warehouse is:

  • Approx. 4 - 7 business days to Europe (EU)
  • Approx. 6 - 12 business days to Europe (NON-EU)
  • Approx. 8 - 18 business days Worldwide

Please also read our Shipping & Delivery terms to find out more information on delivery time and shipping costs.

Can I track my order?

Orders are normally sent within two working days after receipt of your order. With DHL shipments you will receive a Track & Trace number as soon your order has been shipped. This way, you can track your package at all times. All orders sent with Deutsche Post are registered and will be tracked by us. Please contact us in case you would like to know the status of your order Customer Service.

If you haven't received your order after the approx. delivery time has passed please contact our Customer Service.