FAQ

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us using the contact form in the bottom. Someone on our team will reach out to you within 1-2 working days. 

General Questions

Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed. 

If you haven’t yet received shipping confirmation, we may be able to process an address change or cancellation, but cannot add to or combine orders. Please reach out to us at the email listed above, select the appropriate category, and we’ll make every effort to accommodate your request! 

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

No. If a size, color, or other variant doesn’t appear online, it is not currently available.

Sales VAT is applied to all EU orders. The VAT is calculated based on applicable sales tax in each country.

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

If you place an order on our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at the email listed above.

Pre-Orders

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted. 

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

Yes! If you do place a pre-order from our store, please note the following:  

Payment is charged immediately at checkout.

If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will ship when the pre-order item becomes available.

Pre-order timelines vary based on product. Please refer to the product description for estimates on when the item you’re ordering is intended to ship.

The date listed on the product page is an estimation based on details from the merchandise provider and can vary depending upon demand.

Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we don’t have the information readily available yet.

Shipping

In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation.

Please note it can sometimes take up to 4 days for your tracking link to update. Especially for tracking with Deutsche Post.

You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

For orders shipping within the EU: if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

For orders shipping outside of the EU: if you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you. 

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

Returns and exchanges

If you wish to return/change the item (s) you have ordered, you can do this by sending the item back to our storage. When we receive the items we will fully refund the amount you paid. You are then free to place a new order on store.alanwalker.no

RETURN ADRESS:

Alan Walker CO: Dreamlogistics

Viaredsvägen 24
504 64 Borås

Please include order number on your return package, so we know what order we are receiving.

You are responsible that the item are returned safely to us in the same condition and quantity. If you still have the original packaging, please feel free to use it to send the item (s) in return. The package remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your package goes missing in the mail, you’ll have proof you’ve sent it.Want to change or delete a confirmed orders, we can not unfortunately do anything about it, until we have received the order in return. The reason is because the system is operated completely automatically.

Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.

What are your delivery times?

Standard delivery (Deutsche post):

Sweden: Approximately 1–4 working days

Europe: Approximately 7–10 working days

USA / Canada: Approximately 10–14 working days

Rest of the World: Approximately 7–20 working days (depending on location)

Please note that this is a guide only and should not be interpreted as a guarantee. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices. As standard delivery is by Deutsche post, there is no tracking information available on packages.

If speed of delivery or tracking are important to you, it may be worth selecting the “UPS/DHL” option on the “Checkout” page when placing your order.

Orders should be delivered within 2-4 day to most EU destinations if placed before midday. Delivery times to rest of the world destinations can vary significantly from country to country.

Damaged, Incorrect, or Incomplete Orders

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future. 

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible! 

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out. 

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.

Limited Edition Items

Due to the limited edition nature of these items, we cannot accept exchanges of limited edition item sales.

If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 business days, we reserve the right to refund your order.

Did we not answer any of your questions?

support@alanwalker.com