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DELIVERY Q&A

Frequently Asked Questions about shipping
Written by Hellena
Updated 7 months ago

Q: Do you offer free delivery?

A: Sorry, but we don't. However, we offer free shipping on size exchange within the EU.

Please note, we do not include the shipping price in the product's price, and we pay couriers the exact amount you pay us for delivery to your address.

We also offer good discounts on a big order, those discounts almost always fully cover the shipping expenses. Login to your account and check the "Discounts" section for available discount coupons.

We plan to offer free delivery on large orders in 2022 with the condition that the shipping costs will be deducted from the returned items in case of a return for a refund.


Q: I live in the EU. Can I expect quick delivery, and do I have to pay any taxes or customs duties?
A: Great, we are also based in the EU! And yes, you can expect rapid delivery by the chosen couriers! Because we ship from within the EU, you won't need to pay any taxes, and customs will never stop or inspect your packages delivered by us. Ordering from us is a worry-free experience, and we'll deliver faster than your local store! ;)


Q: I live in the United States / UK / Switzerland / Norway / Australia / Russia / another country outside the European Union. Do I have to pay taxes and customs fees on the arrival of my order?

A: Well, most likely yes, but only if your order is over a certain amount, which is determined by your country's tax & customs office.
On the bright side, you shop tax-free with us! Once you choose the delivery country outside the EU, all the prices are TAX-free, and you pay 21% less than our European customers. According to our customers outside the EU, any taxes they pay are always less than that!
The minimum taxable/billable order amount is relatively high in the US, Russia, and Australia. But don't just take our word for that - do your research as the customer is the one who's responsible for all the duties and taxes.
Please note, you don't pay any taxes or customs duties to us, so if your local customs office or courier (UPS, DHL, FedEx, or Post) will ask you to pay duties - it is obligatory.
To find out about possible taxes and duties, please call your country's customs info-line, search online or simply, start with the small order from us and see how it goes with the customs.

More information on taxes can be found here.


Q: I got an SMS / email from delivery couriers telling me I have to pay a certain fee before delivering my order; what do I do?
A: First of all, please make sure you got the real message from the real shipper, and that the order is from Fantasmagoria, and that they include your order number. The sender of the message must provide this information. If it is not provided - don't hesitate to contact them and ask for details or contact us right away. If all the info is provided, pay the duties, receive your order, and have a happy day!


Q: Do you ship to my country?
A: Yes, we do! We ship to over 75 countries worldwide. Check the drop-down list at the top of the page or on checkout. If your country is not on the list - message us on the live chat, and we'll add it!


Q: My order (sent by Post) is stuck "leaving the country" for nearly two weeks now and tracking hasn't been updated. How long should it take to deliver?
A: As you can read in the delivery terms, orders sent by Post are not fully trackable. On the tracking page, you will often only see when the parcel was shipped, then the date on when the parcel is at your post office.
The delivery time is written on the checkout page of our store. When choosing delivery by Post, you can see the minimum and maximum delivery time. For example, "14-60 days" means that it may arrive in 2 weeks, but it may also take up to 60 days to arrive.
Unfortunately, delivery by Post is unpredictable nowadays and may delay due to many reasons that do not depend on us.
Should you wish to have a fully trackable, quick delivery, please choose courier delivery.


Q: Can you ship to PO Box?
A: Sorry, delivery to PO Boxes is not possible. Please choose your home or work address for the delivery.


Q: I just moved to another address, but my order has not arrived yet. How can I receive my order?
A1: If your order is sent by courier service, please open the tracking link and see the available options for delivery to a different address. Change the delivery address online or call the courier service and ask them to change the address for you. Courier service phone numbers will be available on the tracking link page. If none of the above worked, send us an email with your order number, full name, contact phone number, your new address (street, house & apt number, postcode, city, country), and we will ask couriers to send your order to your new address. Please note that this is only possible if your new address is within the same country.
A2: If your order is sent by post, please talk to the people moving into your old address to keep your parcel. Also, go to the nearest post office and ask if they can keep the parcel for you to pick it up at the post once it arrives.


Q: What if I entered my shipping information incorrectly or it's missing information?
A: We ship all orders to the exact address provided by the customer. If you notice a mistake with your shipping address, you must notify us immediately. We are not liable for the loss of your package if the address is incorrect or incomplete. Please double-check your order confirmation email for mistakes.
To correct your address please email us at [email protected] and send a message over chat. Include your order number and the corrections you would like to apply.


Q: I live in the UK and my order was sent a few weeks ago by Post. Why have I did not receive it yet?
A: Sorry about the delay. Delivery to the UK delays because of Brexit & Covid traffic disruptions, because of busy UK customs and a general overload of the UK post offices. This is beyond our control. That is why you can see on checkout "14-60 days". When you choose delivery by "UK Royal Mail - Post GB", you agree to wait up to 60 days for the order to be delivered to you. Usually, it arrives in less than a month, but during holidays, lockdowns, and sales it may take a few weeks extra.
Please be patient and wait for your order to arrive, and check the tracking at the Royal Mail website once a week.
Should you wish to receive orders faster, please always choose courier delivery.


For more information, please refer to our sales terms and conditions & the RETURN POLICY.

Are you missing some info? Need help with your return? Have questions about the delivery? Chat with us - we'd be happy to help you!

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