|Shipping Costs||Delivery Time|
|Germany||3.99 EUR||DPD: 2-4 Work Days|
DPD/DHL: 3-7 Work Days
|US, Canada & Rest of World||16.99 EUR||
DHL: 6-12 Work Days
Please note that we currently do not ship to the following countries: Indonesia, Marocco, Tunisia
Be aware that we cannot take care of customs or taxes that might occur for deliveries outside the EU. If you experience any difficulties or have questions please send us an email and we will be happy to help: firstname.lastname@example.org
You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
30-days return policy for apparel
All apparel items can be returned within thirty days of receipt, to be exchanged into a different size or re-funded, as long as the products are in good condition (clean, no odd smells, undamaged). The customer needs to arrange and pay for the return shipping cost. Turtle Entertainment will cover the shipping cost of exchange items. If the product came with a unique bonus code, that code needs to be unused (signified by the respective bonus code card not being scratched open), in order to be eligible for any re-fund or exchange.
30-days return policy other products
All non-apparel products (including collectibles) can be returned within thirty days of receipt, if the product has not been unpacked, and is in its original state and condition. Included bonus codes must be unused.
How to arrange a return/exchange?
Please contact our Customer Service team under email@example.com to arrange your return or exchange. Please inform us of your order number, the item you are returning and the reason for return. We will then provide you with detailed informations about the return process.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
I received an incorrect or damaged item!
Please accept our apologies. Contact us via contact form or mail (to: firstname.lastname@example.org) and we will help you getting a perfect good. Please provide details of the fault and where possible attach pictures to your message.
Will you refund my postage cost to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
Right of withdrawal
Without prejudice to your statutory rights, those who live in the EU qualify as consumers within the meaning of Section 13 of the German Civil Code (BGB) are entitled to cancel an order. The german consumer protection doesn’t apply for people located in a non-EU country.
EU citizens have the right to cancel contracts within 14 days without stating a reason. The cancellation period will expire after 14 days from the day on which you or a third party other than the carrier received the item(s) thus acquiring physical possession of the goods.
To extercise the right to cancel, you must inform us (via contact form or mail (to: bigclan.gg) of your decision to cancel this contract by a clear statement. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
You need to send back the received goods with informing us about the withdrawal, but not later than 14 days. Please send the goods to:
Retoure (your order number)
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.