FAQ

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Returns

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Orders

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Shopping

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Why is my order affected by customs charges?

Although we always do our utmost to avoid it, some international packages will be affected by customs charges, set up by your government. Unfortunately we are unable to do anything about this; it is a part of international shipping. Our prices do not include duties, value-added taxes, or miscellaneous fees that may be assessed in connection with international shipping. If assessed, these charges are levied after your package leaves our possession and are the responsibility of the package recipient, who will be billed for them by the local Customs Office, the shipping company, or others. Rejecting an order due to duties, taxes, or fees does not entitle you to a refund from us and may not avoid the duties, taxes, or fees.

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Delivery

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When will my order be Fulfilled?

We will always aim to fulfill your order as soon as possible. Please, check our ORDERS and DELIVERY section to learn more about our order processing.

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How do I check the status of my order?

Please allow us a small amount of time to produce and handle your order with the utmost care. Most of our products are being produced manually, on demand, the moment we get your order. You’ll receive a confirmation email once your order has been confirmed and a shipment email once it leaves our warehouse. Due to using multiple shipping carriers, we can’t always provide a tracking code for your purchase. You can contact our customer support team to find out if tracking is available. your order will normally arrive within 5-10 business days.

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What happens if I’m not at home when my order is delivered?

If you are not at home when your package arrives, the carrier will normally leave you a message telling you where it is. The package might be left in a safe place or the carrier will provide details on how to pick up your order/rearrange delivery.

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Delivery

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My order has not arrived, where is it?

All our items are being produced, checked, packed and shipped manually. We always aim to send your package as soon as possible. Generally speaking, all packages are sent within a week after purchase with a shipment email being sent to confirm. If you do not receive a shipment email 10 business days after the purchase, please contact customer support and they will be able to assist.Average shipping times will vary from country to country. While we provide a general delivery time frame of 5-10 business days (1-2 weeks) sometimes, due to postal delays and/or customs checks, it could take a little longer for your package(s) to arrive. If you do not receive your order within 20 business days (4 weeks) please contact customer support and they will be able to assist. In some cases, products on your order will be shipped from different warehouse locations meaning they will arrive at different times.This is due to production of the item only being available from a specific warehouse. If you receive part of your order, please remain patient, the other part will be with you soon. Please refer to the delivery times mentioned above. If you still think there’s something wrong, please contact us.

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How do I sign up for your newsletter?

You can fill in the box at the bottom of our homepage, our product page or in the checkout. Just fill in your email address and receive exclusive content!

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Account

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I can't login to my account. Why?

We decided to disable the possibillity for creating an account.

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Account

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Can I still create an account?

At the moment it's not possible anymore to create an account.

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Can I login through Social Media?

We decided to disable this possibillty. But hey, you don't need to login to purchase something cool from your idol! ;)

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I don't seem to be receiving your newsletters?

Be sure to check your spam folder in case the newsletter email has been sent there. If you still have not received the newsletter, please contact customer support and they will be able to assist.

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Payment

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What payment methods do you support?

A unique benefit of Fanfiber is the ability to use your preferred payment method. Fanfiber supports almost all available worldwide payment methods. Available payment methods include: Visa, PayPal, Amazon Pay, Amex, MasterCard, Maestro or even country specific methods like iDeal and Sofortüberweisung. You can select your preferred payment method at the bottom of the store page.

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When will my account be charged for my Fanfiber order?

Some payment methods will charge your account at the Point Of sale (directly). The same applies to most credit card payments. If your card or payment is successful, payment will be taken immediately, and you will receive a confirmation email. If your card or payment is not successful, payment will not be taken and a confirmation email will not be sent. 

Please note, even if the payment has been unsuccessful, it may look like Fanfiber has still taken money from your account. Please do not worry, some card issuers may still reserve the money for a short period of time however this will be bounced back to you. In case you have any questions about this, please contact us.

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Returns

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I received the wrong item, what do I do?

Please, check our instructions concerning wrong items in the Returns section:Our Return Process is simple and hassle free. You can return your items to our warehouse up to 100 days from your item's ship date.Returns must be in original condition, unworn/unused with original tags and labels (not all items will have tags and labels).For more information regarding our return process, please follow the Return Instructions below.

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My purchase arrived damaged. What do i do?

We apologize if you have received a damaged, defective or wrong item and will gladly resolve this issue as soon as possible.
Please note: All damaged, defective or wrong items must be reported within 30 business days of your order's ship date. If we are notified of your damaged or wrong item(s) after this timeframe, we will be unable to process your request.If you are reporting a damaged, defective or wrong item, please follow these instructions to receive a refund or replacement:Prior to returning your item, please ALWAYS CONTACT customer support first and let us know of your issue.

Be sure to have your order number ready and the support team will be happy to assist you!Once you have contacted us, please await our instructions before you return your item as we may be able to assist with your issue without you needing to return your order. If you are instructed to return the order, simply fill out the Return Form and ship your order back to us.

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What is the policy on returns?

Please, check our Returns section.

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Can I return an item for an exchange instead of a refund?

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.
When you want to return your order, please check our Returns section to learn more.

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Orders

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What should I do if my order hasn't been delivered yet?

All our products are being produced, checked, packed and shipped manually. We always try to do our utmost to send your parcel as soon as possible. Generally speaking, within Europe and the UK you’ll receive your package within a few days! Sometimes, due to sudden demand, it could take a little bit longer for your parcel to arrive (but at the latest about 5-20 working days). Please, be patient: your order will arrive, don’t worry!

Fanfiber ships to all EU countries as well as the UK, the US, Canada, South Africa, Brazil, Australia, New Zealand, Mexico, Japan, China, Russia and India. Outside the EU, the total time between shipment and reception could mount up to 3 weeks. This is mostly due to Customs checks. Unfortunately, we can’t do anything about it and we do our utmost to avoid it. Again: be patient: your waiting will be worth it!

If you still think there’s something wrong, please contact us.

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The clothing I received has some marks/stains on, what can I do?

To maintain a long lasting and great looking print, garments will be treated before printing. If you notice any light marks/stains please consider washing the garment first. We recommend washing on a low heat cycle to ensure the print does not become damaged.
After washing, if the marks/stains remain please contact customer support with a picture of the marks/stains and they we will be able to advise.

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I have an incorrect item in my order, what to do?

It is important that we sort out any incorrect items as soon as possible.
Please contact our Customer support team with your order number and a description/picture of the incorrect item received. We may ask that you return the item to us, which will be discussed and arranged prior with the customer support team. More information can be found in our Returns section.
Please note: All incorrect items must be reported within 20 business days of your order's ship date. If we are notified of an incorrect item after these timeframes, we will be unable to process your request.

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An item is missing, what to do?

In some cases, products on your order will be shipped from different warehouse locations, meaning they will arrive at different times. This is due to production of the item only being available from a specific warehouse. If you receive part of your order, please remain patient, the other part will be with you soon.If you feel like there is something wrong, please contact us.
Please note: All missing items must be reported within 20 business days of your order's ship date. If we are notified of a missing item after these timeframes, we will be unable to process your request.

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Shopping

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The product is tagged as Pre-Order, what does this mean?

If you see a product has been tagged as Pre-Order, this means the product is ready to be ordered however is not ready for shipment. Once the product is ready for shipment, you will be one of the first to receive it! Like all shipments, an email will be sent to confirm when your order is on it’s way!

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Shopping

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I want to do a Group Sale or Volume Purchase. Is that possible?

Yes, of course. Any orders over $1,000/ EURO 1000 or 50+ items qualify for a Volume Discount starting at 10% OFF!

We specialize in the following: HUGE variety of T-shirts, Caps, Phone covers, Hoodies, Bags, and the ability to customize apparel for your needs. Contact us through contact and we will get back to you within 3 business days.

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How do the size charts work?

As with any store, online or not, not all garments are the same.Some might run smaller or fit looser even if they’re the same size.So it's important to take a look at the size chart/product description to understand how a particular garment will fit.

What if the garment size differs from the size chart?
All garments/sizes have been measured (both imperial and metric) and checked against the garment manufacturers size chats. You may find that your particular garment differs slightly from the provided size chart measurements. It is a standard in the industry that garments sizes have something called tolerance. This means that your garment may have a slight deviation of 0.5 - 1.5 Inches / 1.5 - 3 cm. 
If you feel like your garment exceeds these deviations, please contact customer support and they will investigate further with you.


How do i measure my size?
Length: Measure from the top of the shoulder hem to the hem at the bottom of the garment.
Width: Measure from armpit to armpit.
Sleeve: Measure from the top of the arm hem to the cuff of the sleeve.

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How does your discount system work?

If you've got a discount code you can submit it while you're placing your order. For more information please check our discount section.
Discount codes can be applied to your purchase in the shopping cart. When in the shopping cart, Click on “Enter Code” and then type out your discount code. This will then be automatically deducted from your overall amount. For more information please check our discount section.

Discount codes
Once you have chosen your products and placed them in your shopping cart, you will be able to enter your discount code. For discount codes, source them from campaigns in our newsletter or on our social media pages, website, etc. please keep the following in mind:

• Only one voucher can be redeemed per order. Promotional vouchers can however be used in combination with credit from a gift voucher.
• Please check the expiry date of your promotional voucher.
• Certain vouchers cannot be used to purchase discounted items.
• Vouchers may only be valid for particular brands and categories.
• Vouchers may have a minimum order value.
• Vouchers can only be redeemed once so make sure to use the total amount on the voucher.
• If you send goods back, the validity of your voucher will not be renewed.
• Vouchers cannot be redeemed retrospectively.

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