ERG Media | Where do you ship to? We ship worldwide from our warehouses in Europe and the United States. Orders are automatically routed to the warehouse with available stock that is best positioned for your destination. Delivery times and applicable duties vary by destination. Please refer to our Terms of Service for details on s

Where do you ship to?

We ship worldwide from our warehouses in Europe and the United States. Orders are automatically routed to the warehouse with available stock that is best positioned for your destination.

Delivery times and applicable duties vary by destination. Please refer to our Terms of Service for details on shipping terms by region.

Do you offer free shipping?

We may offer free shipping promotions from time to time. When a free shipping threshold or promotion is active, it will be clearly communicated on our website and at checkout.

Please check our site or your cart for any current shipping offers at the time of your order.

How do I get support for my order?

Please fill in our Contact Us form for general order enquiries.  

For damaged items, returns, or shipping issues, please submit a request directly through our Returns Portal.

What happens after I place my order?

Once your order is placed, you will receive an order confirmation email at the address provided at checkout. This confirms that your order has been received and is being processed.

You will receive a second email with your tracking number once your order has been dispatched. If you do not receive a confirmation email, please check your spam folder or get in touch via our Contact Us form.

When will my order be processed?

Orders are typically processed within one business day, subject to product availability, order volume, and operational factors. Processing times may vary during peak periods or for pre-order items.

As a general guideline, orders placed before 8am CET on Monday to Friday are processed the same day. Orders placed after 8am CET or over the weekend are processed the following business day.

How long will it take to receive my order?

Estimated shipping times are displayed at checkout and begin once your order has been dispatched, not from the date it is placed.

We ship from warehouses in both Europe and the United States. Delivery timelines depend on the warehouse your order is dispatched from and your delivery destination.

As a general guideline, most orders arrive within approximately 2–5 business days after dispatch, subject to product availability at the relevant warehouse. Actual delivery times are estimates only and may vary based on origin, destination, carrier, and external factors.

We ship orders in cardboard book packaging secured with branded tape.

What happens if my order contains a pre-order item?

If your order includes a pre-order item, it will be dispatched once all items in the order are available, unless otherwise stated on the product page.

Estimated shipping dates for pre-order items are provided for guidance and may be subject to change.

Can I cancel or modify my order?

Orders, including pre-orders, may be cancelled or modified prior to dispatch.

Once an order has been dispatched, it can no longer be cancelled or modified and will instead be subject to our Returns Policy.

If you need assistance, please fill in our Contact Us form as soon as possible.

Do you accept returns?

Yes. Returns may be requested within 14 days of delivery, in accordance with applicable consumer regulations.

All returned items must meet our eligibility requirements and be in their original condition and packaging. Certain items, including opened books, worn apparel, and installed accessories, are not eligible for return.

Full details are available in our Returns Policy.

How do I initiate a return?

All returns must be initiated through our Returns Portal.

Please follow the guided steps and include your order number when submitting your request.

For further assistance, please fill in our Contact Us form.

Do you offer exchanges?

We do not offer exchanges. Approved returns are refunded to the original payment method only.

Customers wishing to purchase a different item are welcome to place a new order.

Who covers return shipping costs?

Customers are responsible for arranging and covering the cost of return shipping. We do not provide prepaid return labels.

You are free to use the carrier of your choice. For high-value items, we recommend using a tracked shipping service.

What if my item arrives damaged or incorrect?

If your item arrives damaged, defective, or incorrect, please submit a request through our Returns Portal and include clear photographic evidence.  

We will review the issue and confirm the appropriate resolution.

Are duties and taxes refundable?

No. We do not offer refunds on import duties or taxes. These are levied by your local customs authority and are outside our control.

If your order qualifies for Delivered Duty Paid (DDP) shipping, duties and taxes are included in your purchase price at checkout and no additional charges apply on delivery. For destinations where Delivered at Place (DAP) applies, duties and taxes are payable by the recipient upon delivery.

For full details on which shipping terms apply to your country, please see our Terms of Service. 

Where can I find the full terms?

Our Terms of Service and Returns Policy are available on our website and form part of your purchase agreement with ERG Media.