Checkout our frequently asked questions below. If you still can't find your answer, please contact us.

 

Our team is available Monday to Friday 9:00 am - 6:00 pm GMT 

 

Orders, returns and exchanges

 

I'd like to return or exchange an item, how do I do this?
You can exchange or request a refund on any item as long as you return it in the original packaging/condition, within 30 days of receipt. Unless otherwise agreed in writing (and subject to the points below), to process a return (refund or exchange), you must send the item(s) back to us - unworn, unwashed and in a resaleable condition. In the event an item being permanently out of stock, the option of a refund or an alternative will be offered.

 

Please see the Returns page for more information

 

What happens if an item is out of stock?

While we do our best to make sure our website reflects exactly what’s stored in our inventory, please note that updates may be delayed during special events, such as seasonal sales or any other promotional sales. If you’d like to confirm whether a specific item is available, or if it will be restocked, please contact our Customer Service team at support@fourthfloorcreative.co—they’re happy to help!

 

What happens if one of my items arrives damaged?

In the unlikely event that you have received an item that is damaged or incorrect, please notify us immediately. We will work with you to arrange a return, replacement, refund or credit.

Damaged items must be reported within 7 days of receipt. All damages should be reported to support@fourthfloorcreative.co, be sure to include your order number. We will contact you with next steps.

 

I haven't received my order confirmation email

We try to send out your order confirmation email within moments of you placing an order. If you do not receive an order confirmation email within 24 hours of placing your order, please check your spam as it may have been flagged. And if you are still unable to locate your order confirmation, please contact our customer service team to retrieve the order information.

How do pre-orders work?

Sometimes items will be available on store before the official release. You will be able to complete the purchase as normal but the product description will list the shipping date which make be a few weeks later than your order.

 

Is tax included in the price?

For UK customers VAT is included and for US and EU customers your local sales tax is included in the price.

 

Shipping

 

How quickly will my order ship?

All orders ship within 1-2 business days from the date of your order confirmation. All orders received before 12pm GMT will be processed same day; any orders placed after 12pm GMT will be processed on the following business day. Orders placed Friday after 12pm GMT will be processed the following Monday.

 

How much will shipping cost me?

Shipping rates vary depending on your delivery location. Please see the Shipping page for a full breakdown of rates.

 

Future releases

Can I suggest ideas for future Facepunch Studios Merchandise?

Yes! If you have a great idea for merchandise let us know but emailing support@fourthfloorcreative.co or reaching out on social media. We can't guarantee that any ideas will become official designs but we would love to see what you think we should do next.

 

Why don't you have merchandise for all Facepunch Studios games?

We are currently working on future designs that will encompass more Facepunch Studios games. If you have any great ideas let us know via social media or by emailing support@fourthfloorcreative.co