If you have any questions about ordering from us, they’ll hopefully be covered here but if not, please don’t hesitate to get in touch by email or via one of our social media channels. If you’re unhappy with any aspect of your order whatsoever please contact us so we can put it right ASAP.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Currently we use PayPal to process all purchases – for both events and merchandise orders. If you have any problems with PayPal please drop us an email or message us via social media.
WHAT IF I DON’T HAVE A PAYPAL ACCOUNT?
If you don’t have a PayPal account and would prefer not to create one, you can still complete your purchase using their payment system. You do NOT have to create a PayPal account unless you wish to.
PayPal give the following information on how to use their system without creating an account:
"Customers enter their name and shipping address. They’re prompted for their credit card, email address, and phone number (optional). After reviewing their information, they may choose to save their information by creating a PayPal account to make future transactions faster."
ONLINE EVENT FAQS
WHERE ARE YOUR ONLINE EVENTS SHOWN?
Our live online events are hosted on Zoom. This is a free platform and you don't need to install any extra software to join a Zoom meeting. You can do it all through a web browser. Sometimes we might record an event in advance due to guest availability in which case the event will be hosted on either YouTube or Vimeo which can be watched through a browser.
HOW DO I BUY A TICKET FOR AN ONLINE EVENT?
All of our online event tickets are purchased as digital downloads. Once you've bought a ticket you will receive TWO EMAILS - the first email will confirm that your purchase has been received. You will then receive a second email shortly after with a link to download your ticket which includes your Zoom meeting link (or YouTube/Vimeo link in some cases).
When the Zoom lobby is open (usually 45 minutes before the start of the event) you just click on the link and Zoom will open in your browser or app depending on your preference.
I’VE BOOKED A TICKET BUT I’VE NOT RECEIVED ANYTHING YET?
All of our online event tickets are purchased as digital downloads and you will be automatically send an email after your purchase has been confirmed. Please check your spam/junk folder. If you do not receive this email within 2-3hrs of your purchase please let us know as soon as possible either by going to our Contact Us page or email us at firstname.lastname@example.org.
CAN I WATCH A RECORDING OF THE ZOOM AT A LATER DATE?
Where possible we try to make recordings of our live Zoom events available to watch on YouTube/Vimeo for a limited time. This means that if you’re not able to watch live you will be able to watch the recording for up to approximately 48 hours afterwards.
A ticket entitles you to watch live on Zoom plus you will receive the YouTube/Vimeo link to watch the recording. We aim to send the link as soon as possible after the live event has finished to the email you provided when you purchased the ticket..
If you have problems accessing the YouTube link then please go to our Contact Us page or email us at email@example.com.
IF I MISS THE ZOOM EVENT OR I CAN’T WATCH THE RECORDING WITHIN THE TIME, DO I GET A REFUND?
If you have purchased a ticket for a live Zoom event and you are no longer able to attend or watch the recording, please contact us as soon as possible so we can work with you to resolve the situation.
If you are having a technical issues with Zoom during the live show please let us know ASAP so we can try to assist. During the live it’s better to contact us via social media rather than email as we will be able to respond quicker.
If you have problems accessing the YouTube/Vimeo link then go to our Contact Us page or email us at firstname.lastname@example.org and we’ll try and help as much as we can.
We will not be able to provide a refund if the live Zoom event has ended and the YouTube/Vimeo link has expired unless you notified us in advance of any problems. If you cannot watch for whatever reason you must let us know as soon as possible so we can work on an alternative option for you.
HOW DOES ZOOM WORK?
Zoom is easy to use on most devices and it’s free. When you receive your link, all you need to do is click on ‘Join Meeting’ and you’ll be prompted to enter the Meeting ID and password that you’ll have received via email.
Please test your Zoom before the start of the event if you’re unsure of how it works. There’s information available on YouTube if you need instructions.
For security purposes, your Zoom screen name MUST match the name you gave when you bought the ticket. We will cross reference this name with our ticket list so, much like a 1990’s nightclub bouncer, if your name’s not down you’re not getting in.
If you have problems changing your name or any other technical problems please get in touch as soon as possible so you don’t miss any of the live show. The ‘lobby’ will be open from around 1 hour prior to the event starting so you have plenty of time to fix any niggles that might happen. During this time it’s better to contact us via social media if you have any problems as we’ll be able to help you quicker than via email.
CAN I SHARE THE ZOOM CODE WITH MY FRIEND / FAMILY?
Unfortunately, this is an absolute no. Your ticket only allows you to log in from ONE device. Any name not on our list as a ticket buyer will not be allowed entry. If more than one person tries to enter with the same name they will be removed and you will also be removed.
Please don’t risk missing out on a fantastic event. One ticket = one name = one device.
IN-PERSON EVENT FAQS
Our in-person events will always have specific instructions such as venue details, venue capacity, timings, dress codes, etc. Please refer to the full event details before buying your ticket - the link can be found in the ticket description.
HOW DO I BUY A TICKET FOR AN IN-PERSON EVENT?
All of our event tickets are purchased as digital downloads. Once you've bought a ticket you will receive TWO EMAILS - the first email will confirm that your purchase has been received. You will then receive a second email shortly after with full details of the event including venues, times, T&Cs, etc. Please refer to the full event details - the link can be found in the ticket description - before buying just to make sure you're aware of any restrictions that might be in place.
I’VE BOOKED A TICKET BUT I’VE NOT RECEIVED ANYTHING YET?
All of our event tickets are purchased as digital downloads and you will be automatically send an email after your purchase has been confirmed. Please check your spam/junk folder. If you do not receive this email within 2-3hrs of your purchase please let us know as soon as possible either by going to our Contact Us page or email us at email@example.com.
DO I NEED TO PRINT MY TICKET?
There is no need to print your e-ticket but it would be very helpful if you could. To check you into the event we would require your order number and we may also need to confirm your billing details for security purposes. However, if you are unable to print your ticket, we recommend making sure to download or take a screenshot of your order rather than relying on the internet at the venue to access your tickets. Don’t forget to make sure that your phone has battery!
DO I NEED TO PURCHASE A TICKET FOR MY CHILD?
This is dependent on the event. In some cases where there may be a maximum capacity then yes, you will need to buy a ticket for your child. Please check the specific T&Cs for the event you would like to attend. The link can be found in the ticket description.
If you have any questions regarding in-person events, please go to the Contact Us page or email us at firstname.lastname@example.org.
HOW DO I KNOW WHAT SIZE TO CHOOSE?
Please see our Size Guide for info on sizing of products. If you’re still not sure which size to choose after checking the guides then please get in touch and we’ll help as much as we can.
WHAT ARE YOUR DELIVERY OPTIONS?
We offer standard delivery via a print on demand service. Rates vary depending on where your items are being shipped and the total cost of your order. Some items may be sent separately so please allow 12-14 days for delivery in some cases.
WHERE WILL MY ORDER SHIP FROM?
We work with an on-demand order fulfillment company with facilities worldwide. Some items may be despatched from us in the UK or from one of the fulfillment facilities nearer you.
WHAT DO I NEED TO KNOW ABOUT ORDERING INTERNATIONALLY?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees. We highly recommend including your phone number in the order when ordering internationally - this will minimise the risk of an order being lost in transit and make delivery of the order smoother.
WHERE IS MY ORDER?
This depends on where we’re sending your order as it will take longer to arrive in some countries. Please allow up to 14 days for delivery in some cases. If this date has passed, please get in touch. We are always happy to help with any queries you may have and can look into any delays for you right away.
HOW DO I RETURN AN ORDER?
Please visit our Returns & Refunds page for more info on returning an order.
If you have any questions that haven’t been answered here, please go to the Contact Us page and we'll be happy to help where we can.