ALL PRE-ORDERED FACE MASKS ARE EXPECTED TO BE DESPATCHED WEEK COMMENCING 18TH NOVEMBER.

Frequently asked questions


Where is my order?

When we receive your order there is a fair bit we have to do before we can send it out to you, in addition to this, some payments take longer than others to be cleared. Although your payment may have been debited from your account it may not reach us until 3 working days after. This is why we say please allow at least 72 hours to process your order (excluding Saturday and Sunday).  Once your payment has cleared we aim to despatch your item within 48 hours.

How long does it take for my order to get to me?

Once your item has left us Royal Mail aims to deliver within the following times:

UK – 48 hours

Europe – 3-5 working days

Rest of the World – 5 – 7 days

Sometimes packages are held up in customs which can delay the delivery of your item. Or if your address is incomplete then this will delay items being delivered or they may be returned to us. Should your item be returned to us, we will contact you.

How do I track my order?

Once Royal Mail have your item at their depot or when it has arrived in your country you should get a notification from the shipping company by way of a tracking reference number.  Alternatively if you log back in to your order page you should see your tracking number there once your item has been handed over to Royal Mail and they have processed it. Please do this before contacting us about your tracking number as these are not sent to us. You can track your item’s journey using this link: https://www.royalmail.com/track-your-item#/

Alternatively download the Royal Mail app on your mobile device so you can track your item: https://www.royalmail.com/downloadapp

If you have not received your item and need help please follow this link and Royal Mail will help you: https://personal.help.royalmail.com/app/contact

PLEASE NOTE: Posters are not tracked items but are sent using priority mail.

I entered the wrong address

Please take care when entering your information. If you realise you have made an error then contact us by email immediately merch4pyro@gmail.com so we can rectify this prior to your order being processed and despatched. We can not be held responsible for items being sent to the wrong address. Should your item be returned to us because you have entered the wrong address, we will email you and refund you for the item. Please note shipping will not be refunded.

ordered the wrong size

It is important that you do check the size guide before making your purchase. If you prefer to wear something that isn’t a ‘snug’ fit' then we recommend you order the next size up.  If you do wish to return an item for a larger size then contact us at merch4pyro@gmail.com and we will email a return slip to you. If your item is returned to us in original packaging and ready for resale we will offer a refund so you can purchase the correct size from our store.  If your item reaches us and is not in saleable condition we will contact you. Please note all shipping is non refundable. A refund for any returned item will only apply if we receive your item within 20 days of you receiving it.

My card has been declined.

Unfortunately we can’t help with this one. This is something you will have to speak to your bank about.

I have been charged too much

We can see how much has been paid by a customer on our system, so if your bank statement is showing you have been charged more for an item, this is something the bank will need to rectify.  Take a copy of your order to your bank. If we see on our system you have been charged more than once for a single purchase, we can refund this. Our store shows the amount in sterling and will obviously be converted to your country's currency on your statement.

Why don’t you ship to my country?

As we offer a tracked/signed service there are some countries that do not offer this service. Please email us if we are not yet shipping to your country.

When will the item be back in stock?

If something is out of stock then it is unlikely to be restocked. Occasionally we can re-list a return that was purchased when the wrong size was ordered. In general, however, once an item is sold out, it will not be listed again. 

I received the wrong item?

It might happen occasionally. Don’t panic! Simply email us at merch4pyro@gmail.com and we will put this right for you. We will reimburse you the postage too. So get a postage receipt.

 

 

Pyrocynical merchandise is the only official store selling authentic products from pyrocynical himself. Pyrocynical is NOT affiliated with any other online market places selling merchandise under his name.