Frequently Asked Questions

Orders

How can I track my order?
You can track your order by clicking on the “Track my shipment” link in your Order Update email.
How can I update my address?
If your order has not yet shipped, we may be able to change your shipping address. Please contact us here to submit a request. Be sure to provide your name, order number, and updated shipping address.
What should I do if I received damaged items?
If you received damaged item(s), please click here to contact customer support. Be sure to provide your name, order number, and item(s) that were damaged. Please include a photo if possible. In most cases we will send you a return label and the correct item(s) at no cost to you.
How can I cancel my order?
If you would like to cancel your order, please click here to contact customer support. We can only cancel your order if it has not yet been picked. If your order has already been picked and/or shipped you can setup a return be contacting us here. Be sure to include your order number and reason for cancelation.
How can I check the status of my order?

Order Status Description
Payment Received - Awaiting Shipment Your order has been successfully placed. It generally takes 2-3 business days for an order to be processed and another 2-4 business days for an item to be produced and shipped.
Pre-Order Payment Received One or more of the items in your order is on pre-order. When this item becomes available we will ship it. See the product page for more details on the expected ship date.

If your pre-order is shipping with an item that is already in stock, your order will ship once the pre-order is available. We do not ship partial orders.
Payment Received - Delivered Digitally Your order has been successfully placed and delivered digitally.
Manual Review Is Needed Your order is under review and may take longer to ship. If any additional information is needed, we will reach out to you
Shipped Your order has shipped. You can track your order by clicking on the “Track my shipment” link in your Order Update email.

Payments

What are the accepted forms of payment?
Visa, MasterCard, American Express, PayPal

If using a prepaid or gift card your order may not be eligible for a refund.
My order was declined but I still see a charge?
When an order is received a temporary authorization (not a charge) is placed on your card. This transaction is usually reversed within 6-8 days but can take up to 30 days to be removed. Please note we are unable to tell why an order was declined, please contact your bank or credit card company directly for that information.

Some common causes for declines are:

• Billing address and name including middle initial does not match credit card statements
• Apartment number not on correct address line - should usually be on line 2
• Security code or expiration date not entered correctly
Why was I charged twice?
When an order is received a temporary authorization (not a charge) is placed on your card. This transaction is usually reversed within 6-8 days but can take up to 30 days to be removed.
Why was I charged if I did not place an order?
If you believe that you have been mistakenly charged, please contact us here so we can confirm that you did not place an order. If we find an order placed with your credit card that has not yet shipped, we will cancel it right away. If you suspect that your credit card was used without your authorization, please contact your bank to dispute the charges.
What is a “Temporary Authorization”?
A temporary authorization is an approved transaction that has not yet been posted to your account. It is not a charge to your account, however the amount of the transaction has been deducted from your available credit. Normally, a temporary authorization converts into a posted transaction and at that time your account will be charged, but if the merchant does not complete the transaction it will expire and the temporary authorization will be removed.

Returns

How can I return all or part of my order?
If you would like to return all or part of your order, please click here to contact customer support. Be sure to provide your name, order number, and item(s) you would like to return. Once we receive this information from you we will send you a return authorization number that must be clearly labeled on the return package.

We are unable to exchange item(s) in your order. If you would like a different size, color, or a different item(s) you must return the original item(s) and place a new order. Unless you received the wrong or damaged item(s) you will be responsible for the cost of shipping item(s) back to us.

All items must be returned within 14 days of purchase for domestic orders (orders shipped within UK), and 30 days for international orders (orders shipped outside of the UK). Returns must be in a re-salable condition (unwashed, unworn, and odor-free). All sales are final for underwear, socks, CDs, DVDs, vinyl, digital downloads, tickets, and shrink-wrapped items unless otherwise noted. Your return will be processed within 1-2 weeks of arrival to Merch Direct.

Once you have a return authorization you may send your return to:

Merch Direct International
Attn: DTG Room Returns
Premier House
82 Sweyn Road
Margate, Kent
CT9 2DD
United Kingdom
How can I exchange an item from my order?
We are unable to exchange item(s) in your order. If you would like a different size, color, or a different item(s) you must return the original item(s) and place a new order. Unless you received the wrong or damaged item(s) you will be responsible for the cost of shipping item(s) back to us.
Can I return something I purchased at an event or concert?
We can only accept returns for merchandise that was purchased online.

Shipping

How can I track my order?
You can track your order by clicking on the “Track my shipment” link in your Order Update email.
How much does shipping cost?
Shipping costs are determined by your package’s weight and destination. For an exact cost, please start the checkout process on your order. You will not be charged and you will be able to view the cost before you finalize your order.
What countries do you ship to?
When you enter your address during checkout, you will see a list of the countries that we ship to. If your country is not on the list we cannot currently ship orders there. From time to time, we may add or remove countries so you can always check back to see if your country is listed. If you don’t see your country on the list, you can contact customer support here and ask them when shipping to your country may be available.

If your country does not use postal codes, please enter 3 zeros into the shipping postal code field at checkout.

Also, please keep in mind that all transactions are done in £GBP/€EUR and are shipped via Royal Mail.
How much will duties and customs fees be for my order?
International orders may be subject to import taxes, duties and other customs charges. Unfortunately, there is no way we can tell how much these charges will be. For more information regarding your country's custom policies contact your local customs office. Please remember that Merch Direct is not responsible for any additional customs charges that may apply when your order arrives in your country.
Why does the tracking for my package say that the item has been returned to your warehouse?
The most common reasons that packages are returned to our warehouse include an incorrect shipping address and the failure to pay customs and/or duties.

If your package is returned to our warehouse, we will contact you to discuss a resend or a refund. If you choose to be refunded after we contact you, please note that we are unable to refund your shipping costs for these items. We can only process a refund for the cost of the items themselves.
How long will it take to receive my shipment?
After your order is placed we will require 2-5 business days to process, pack and ship your items. We do not ship on weekends or UK public holidays. Once your order has shipped, you will receive an email with your tracking number. See below for additional time needed for transit:

UK Standard Shipping: 3-5 Days

EU Standard Shipping: 5-7 Days

ROW Standard Shipping: 10-14 Days

General

How do I download a digital item?
When you place your order you will receive a download link on your order confirmation page and/or email. Please note that on some mobile devices you will not be able to download and save your files - if so please use a desktop computer to download your files. If you have not received your download link, please contact customer service here.
How do I receive my ticket and/or VIP upgrade?
When you place an order, the email you receive can be used as your ticket to the event. This ticket can be used either as a print out or directly from your mobile device. In some cases there may be an additional email sent with specific instructions related to a particular event - in that case you should follow the instructions provided within that email. If you did not receive your order email please contact customer support here.
I am unable to add items to my cart and/or checkout?
If you are unable to add items to your cart and/or checkout, your issue may be resolved by clearing your browser cache. You can learn more about how to do that here:

https://www.pcmag.com/article/333441/how-to-clear-your-cache-on-any-browser

If you are still having technical issues after clearing your browser’s cache, please contact customer support here.
What is the email and/or phone number to contact customer support?
Our customer service team is available 9 AM to 12 PM and 1PM to 5 pm GMT. We are closed on weekends and UK public holidays. If you have any questions or are experiencing any problems with our products or services you can email us here. While we prefer email you can also call us at (631) 891-0134.
The item I would like to buy is out of stock. Can you alert me when it is available again?
Some items we sell are limited edition and are only available for a certain period of time and will, unfortunately, not be available again once sold out. Some items are only sold out temporarily and we are able to restock after a sellout. The customer service team does not have access to this information but you can go to the product page and click on the 'Want an "It's Available!" Email Notification?' and enter your email address and select the size or sizes/options you wish to be notified about. If the item does come back in stock you will receive an email right away.
Do you have size charts for apparel?

T-Shirts

Size Width Length
YM 43 cm 56 cm
YL 46 cm 61 cm
S 46 cm 70 cm
M 60 cm 72 cm
L 56 cm 75 cm
XL 61 cm 77.5 cm
XXL 66 cm 80 cm
XXXL 71 cm 82.5 cm

Hoodies and Zip-Ups

Size Width Length
YS 38 cm 48 cm
YM 43 cm 53 cm
YL 48 cm 58.5 cm
S 51 cm 68.5 cm
M 56 cm 71 cm
L 61 cm 73.5 cm
XL 66 cm 76 cm
XXL 71 cm 79 cm

Slim Fit Women's T-shirts

Size Width Length
XS 71 - 76 cm 58.5 - 61 cm
S 76 - 81 cm 63.5 - 66 cm
M 81 - 86 cm 68.5 - 71 cm
L 91.5 - 96.5 cm 76 - 81 cm
XL 101 -106.5 cm 84 - 89 cm
XXL 112 - 117 cm 291.5 - 96.5 cm

Slim Fit Men's T-Shirts

Size Chest Waist
XS 76 - 81 cm 71 - 76 cm
S 86 - 91.5 cm 76 - 81 cm
M 96.5 - 101.5 cm 81 - 84 cm
L 106.5 - 112 cm 84 - 86.5 cm
XL 117 - 122 cm 91.5 - 96.5 cm
XXL 122 - 127 cm 101.5 - 106.5 cm

Sweatpants

Size Inseam Length Waist Width
S 80.5 cm 66 cm
M 82 cm 71 cm
L 83 cm 76 cm
XL 84.5 cm 81 cm

Pre-Orders

What is a pre-order?
Sometimes we are able to offer customers the option to pre-order items before they are released. This allows you to reserve the item before it is available for sale to the general public. Certain items sell out quickly and this helps ensure that you won’t miss out. You will be charged right away for your order but it could take a few weeks or more for your item to be available to ship.

For specific information on when a pre-ordered item will ship, please refer to the item’s description when placing your order.
If my pre-order also contains and item that is already in stock, will they ship separately?
We do not ship partial orders. Your entire order will ship when the pre-ordered item becomes available. If you wish to receive the available portion of your order immediately, please consider placing a separate order for the pre-order item(s).

For specific information on when a pre-ordered item will ship, please refer to the item’s description when placing your order.
When will I be charged for my pre-order?
We charge your card as soon as you checkout this allows us to reserve the pre-ordered item for you.

For specific information on when a pre-ordered item will ship, please refer to the item’s description when placing your order.