FAQ

A treasure trove of information

You can read about shipping, tracking, returns and much more.

Yes! We ship internationally, with a few exceptions. We are unable to ship to Cuba, Crimea, Iran, Libya, Sudan, Syria and North Korea.

Because of the current global pandemic, we can temporarily not ship to these countries as well:

Anguilla, Antigua & Barbuda, Netherlands Antilles, Aruba, Bahamas, Barbados, Belize, Bermuda, Bonaire, Botswana, Cape Verde, Cayman Island, Cuba, Dominica, Ecuador, Gambia, Grenada, Guinea-Bissau, Guyana, Haiti, Cayman Islands, Jamaica, Kosovo, Turks & Caicos Islands, Laos, Liberia, Malawi, Mauritania, Mongolia, Monserrat, Mozambique, Myamar, Nicaragua, Paraguay, Peru, Puerto Rico, Dominican Republic, Saint Kitts & Nevis, Saint Maarteen (Dutch), Saint Lucia, Seychelles, Sierra Leone, Syria, Uruguay, Uzbekistan, Venezuela, Yemen.

International orders usually take 2-4 weeks to arrive, but delays can occur during transportation or at your local customs office. In these cases, it can take up to 7 weeks for an international order to arrive.

Please note that packages sent outside of the European Union may be subject to customs fees, depending on your country. Contact your local customs office to get further information. We are not responsible for covering import/customs/duty fees. 

Our current shipping times are:

In the European Union: 1-3 weeks

In the rest of the world: 2-4 weeks

Please note that delays can occur during transportation or at your local customs office. In these cases, it can take up to 7 weeks for an international order to arrive.

Our supplier is located in France, so that’s where your order is shipped from. 

Your order is always given a tracking number, so you can keep an eye on it.

It takes between 2 and 4 working days for us to produce the products in your order and ship them. The production time is included in our shipping times, which are:

In the European Union: 1-3 weeks

In the rest of the world: 2-4 weeks.

 

Shipping price depends on your location, because it costs more for us to send packages to the rest of the world than within Europe, where we’re located.

Shipping cost for Europe: 9 euro
Shipping cost for the rest of the world: 14 euro

Please note that packages sent outside of the European Union may be subject to customs fees, depending on your country. Contact your local customs office to get further information. We are not responsible for covering import/customs/duty fees.

We do not have a retail location, we are 100% e-Commerce.

When we ship your order, you receive an email with the shipping confirmation as well as the track and trace number. Click the link in the email to check the shipping status on your order.

If you look up the track and trace number and there is no information or you get a “status not available” message, it doesn’t necessarily mean something is wrong with your order. 

If your order was recently shipped, the shipping service may not have updated the tracking information yet. It varies between shipping services how quickly they update their information, and some of them require 24-72 hours. 

If you still can’t see any shipping updates on the tracking number after 72 hours, please contact us at contact@theintrovertslair.com 

Don’t worry. There can be two reasons for this:

– Your order hasn’t been shipped yet (it usually takes between 2 and 4 business days to manufacture your products and ship them)
– The email with the shipping confirmation has been marked as spam. Please check your spam folder for emails about your order.

If more than 4 days have passed and you still haven’t received a shipping confirmation, please contact us at contact@theintrovertslair.com

Maybe. Packages shipped outside the European Union are, depending on the destination country, sometimes subject to customs fees.

We are not in control of these fees, your local customs office is. Fees are calculated differently in each country, depending on the value and type of product.

Customs fees/taxes/duties/tariffs are not included in the shipping charges and they are your own responsibility. We don’t issue refunds for customs fees and shipping. 

You always have the option to refuse your order by not paying the customs fees and thereby not receiving your package. It will then eventually be returned to us. After you have contacted us by email and we have received your order back, you will be able to get a refund (minus the original shipping costs and other potential fees the return process may require).

This can be a slow process due to how long your customs office are required to hold the package before sending it back, the transportation back to us and the time it takes for a refund to be issued.

Therefore, we encourage you to plan ahead and find out in advance, if you have to pay any customs fees and whether you are okay with the amount.

If you have questions about customs fees, please contact your local customs office for information.

Maybe the size you received wasn’t quite right or you simply changed your mind? It happens. 

Write an email to us at contact@theintrovertslair.com with your full name, the email address you used for your purchase and the order number you received. We will get back to you as fast as possible with the next steps.

When we receive your order back, we will ship the new items to you or issue your refund. The refund will have the original shipping fee deducted. If you want to exchange your order for new items, an additional shipping fee might be added.

Please, do not send return items to the address on the package you received. Wait for us to respond to your email and inform you where to send the return order.

We accept returns within 30 days. All products must be returned in the original packaging and in original condition. The return shipment must have a tracking number that you send to us at contact@theintrovertslair.com . We are not responsible for return orders that are lost during transportation.

Custom products are unique products created specifically for you and therefore they are not eligible for return. We print the products exactly as you have typed the information in the box, when you ordered them. We don’t spell check or fact check what you have typed and you don’t receive a layout for approval. When you purchase a custom product, you agree to these terms.

If you received the wrong item or an item with a defect, please contact us at contact@theintrovertslair.com with your name, order number, a description of the problem and some pictures of the product. Sometimes printing and shipping errors can happen, and we will do our best to resolve the issue as fast as possible.

If we can’t confirm the problem through our email contact with you, we will ask you to return the item to us, so we can take a look at it for ourselves. In that case, we will inform you how to return it. Do not ship the item beforehand. When we have been able to examine the problem, we will issue a refund with shipping costs deducted.

To get started on the return or exchange process, please contact us at contact@theintrovertslair.com and write your full name, your order number and the email adress you used for your purchase. Thank you.

A refund will usually take a few business days to come through, but it can sometimes take up to 30 days, depending on the credit card company.

If you have typed in a wrong address, we can update your information as long as your order is not in production yet. 

If you want to add/remove products or change colors or sizes, you have to cancel your order and place a new one. If your order is not in production, we can cancel it. If it’s already being processed, you can return the products later on and receive a refund. We do not cover shipping costs.

Contact us right away at contact@theintrovertslair.com . Give us all the relevant information in your first email, such as name, order number and email adress you used for your purchase. We will get back to you as quickly as possible. 

We don’t offer any options for gift wrapping or gift messages, but you always have the option to type in the recipients address, when you place your order. The products will be delivered straight to them and they won’t know the price, because the invoice is sent to your own email and the packing slip does not contain prices. 

Yes! We only use secure payment gateways (Stripe and PayPal) and our site uses an SSL connection, which means your payment is encrypted for extra security. We don’t have access to any of your payment information, because you’re paying through Stripe’s and PayPal’s systems.

You can read our privacy policy here

Didn't find an answer to your question?

Feel free to contact us, so we can help you. (Don’t worry, we’re nice people and no phone calls are involved).