FAQ

PRODUCT INFORMATION

I am looking for an item on the shop but can’t find it!

When an item is not listed on the website, it means that it is out of stock or that we never had it for sale. All our items are not necessarily resupplied.

If an item you are looking for is not in stock and you know we used to sell it, please contact our help desk to know whether or not it will be restocked. In order for your request to be handled with maximum efficiency, please include the following details if possible:
•    Artist / band name
•    Album title
•    Format / details (CD or Digipak, vinyl color, merch size, etc.)
You can also include a link directing to another website displaying the item you are looking for.

Are all the items on the site available?

Our inventory reflects what is currently in stock and what is on pre-order. However, ordered items are deducted from the stock only upon validation of the order. Consequently, an item available in limited quantity can be ordered by several people at the time before the site is updated. Stock mistakes may happen too. 
When that happens, we will contact you and offer you either a replacement for the missing item or a refund via your original payment method. Our website and stock information are updated on a daily basis.

Are the items in my cart reserved for me?

No. Placing an item in your cart does not mean that nobody else can order it. Items are not reserved for you until your order has been saved and paid for.

An item is still not in stock and it is blocking the shipment of my order. Can it be cancelled or replaced?

Yes. Like any store, we depend on our suppliers. We do our best to provide as much information as possible by displaying the status and availability dates of the items on the shop before you place an order. If an item you pre-ordered is delayed, you will receive an automatic email as soon as our supplier gives us a new availability date. If we do not have any new date to give you and / or if you do not wish to wait any longer, feel free to contact our customer service. We will then offer to refund the unavailable item or to replace it with another one worth the same price, in order to unblock the shipment of your order.

An item that I pre-ordered is now labeled “out of stock” on the shop, but I haven’t even received it yet!

Don't worry, it just means that the maximum pre-order quantity we will receive for this item has been reached, and customers can no longer order it. Your pre-order has already been confirmed and your copy has been reserved.

 

PAYMENT METHODS

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) processed securely through Shopify Payments. We also accept various wallets for express checkout, such as PayPal, Shop Pay, Apple Pay, Google Pay, and Amazon Pay. 

Is my payment information secure?

Yes. All transactions are processed through Shopify Payments, which is PCI-compliant and uses industry-standard encryption to keep your payment details safe. Your card information is never stored on our servers.

When will my card be charged?

Your card is charged at the time your order is placed and confirmed.

Why was my payment declined?

Payments can be declined for several reasons, including incorrect card details, insufficient funds, or a block placed by your bank. We recommend double-checking your information or contacting your bank. If the issue persists, feel free to reach out to us at us_support@season-of-mist.com 

SHIPPING & DELIVERY

Where do you ship to?

We ship domestically within the US and ship worldwide. If you're unsure whether we ship to your country, feel free to contact us.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location, the weight of your package and chosen shipping method. 

Processing Time + Delivery Time

Processing time is the amount of time it takes us to prepare and pack your order before it ships, typically 1–5 business days. Delivery time is how long the carrier takes to transport your package once it's been handed off. Your total wait time is the combination of both:
Example A: 1-day processing + standard 5-day shipping = ~6 business days from order to doorstep.
Example B: 2-day processing + 2nd Day Air Shipping = ~4 business days from order to doorstep.
Tracking information will be sent to you once your order has shipped, marking the start of the delivery window.

How long will my order take to process?

Typically, we can process most orders in 1-5 business days. However, all of our Print on Demand merchandise takes longer to process as each shirt is custom made to your order. Custom merchandise may take anywhere from 1 to 10 days to process depending on the size of the order.

International Shipping Charges

For our international customers, duties may be applied to your cost at checkout to ensure any tax on your package has been paid. We offer pre-paid duties for shipping labels in many locations so that your package will arrive without any additional charges. Some countries do not accept these labels, and we will do our best to warn you at checkout if there is a chance of additional duties required. 

ORDER INFORMATION

What do the different order statuses mean?

Once you place an order with us, it will move through several stages before and after it ships. Here's what each status means:

Before Shipping:
•    Payment Pending – Your order has been received but payment hasn't been confirmed yet. 
•    Unfulfilled – Your order is confirmed and paid for, but hasn't shipped yet. This is the normal status for processing orders awaiting fulfillment. 
•    On Hold – Your order has been temporarily paused. This may be due to a stock delay or a query we need to resolve. We'll reach out if any action is needed on your end.

Shipping & Delivery:
•    Partially Fulfilled – Some items in your order have shipped, but one or more items are still being prepared. You may receive multiple shipments for a single order or a partial refund for out of stock items.
•    Fulfilled – Your order has shipped! You'll receive a shipping confirmation email with your tracking number. Use it to follow your package's journey.
•    In Transit – Your order is on its way and has been picked up by the carrier. Delivery times vary by destination and shipping method selected at checkout.
•    Out for Delivery – Your package is with your local carrier and should arrive today.
•    Delivered – Your order has been marked as delivered. If you haven't received it, we recommend checking with neighbors or your local post office before contacting us.

Cancellations & Refunds:
•    Cancelled – Your order has been cancelled and will not be shipped. If you believe this was done in error, please contact us as soon as possible.
•    Refund Pending – A refund has been initiated for your order or one of its items. Refunds typically take 5–10 business days to appear depending on your payment method and bank.
•    Refunded / Partially Refunded – Your refund has been processed. A full or partial amount has been returned to your original payment method. You should receive a confirmation email once complete.

I ordered several items, some of which are not in stock yet. Can you send me what is available now, and the rest later?

We can’t, sorry. As mentioned in your cart and in the email you received after your order was saved, orders can’t be split into several shipments. If an item is preventing your order from being dispatched, we cannot ship the available items now and make a second shipment for the pre-order or delayed item(s) later. The shipping costs that you paid apply to one single shipment. However, you can contact our customer service and ask that we cancel or replace the item(s) blocking the shipment of the order. 

Can I add items to an order that has already been saved?

You can’t do it yourself, but we will be happy to do it for you! Adding items to an order is possible within reason, up to a maximum of 10 items per order. To do so, please contact our customer service and specify which additional items you would like (to save time, please tell us the name of the artist, the title of the work and its format, or even its barcode and/or reference for absolute accuracy). We will then tell you the additional amount to be paid and send you an invoice via email.

My order includes items to be printed on demand, and I’d like to make some changes before it ships.

We do our best to craft the "Print on Demand" items as quickly as possible, so that we can fulfill orders without delay. Please note that it is impossible to modify an item printed on demand (cancellation, change of size, switch of design, etc.) if it has been made. You can reach out to us at us_support@season-of-mist.com and if we are able to make the correction before the garment is printed, we will! 

I placed several different orders, which are yet to be shipped. Can they be merged into one single order / shipment?

Unfortunately, no. We cannot merge orders because our system is not suitable for this type of modification. If you realize that you have forgotten one or more items and that your order is already registered, rather than placing a second order we advise you to contact our customer service and ask that we add items to your order. If your request concerns unavailable items in different orders, again we suggest that you contact our customer service and request a replacement or cancellation. Note that orders will still be shipped separately.

DELIVERY

An item is missing from my order

If we find out that we will not be able to send you all of the items you ordered, our help desk will contact you before the order ships. They will offer you to choose either a replacement for the missing item, or a refund.

If you find out that an item is missing in the parcel when you receive your order and there has been an error, please contact us at us_support@season-of-mist.com 

Do music orders come with a digital download?

We don’t give out digital downloads automatically, but if you purchase an album released by Season of Mist, we will be happy to provide you with a high quality download in your format of choice via Bandcamp. Please note – we distribute tons of albums from many artists and labels, and we cannot provide any downloads for albums not released by Season of Mist. 
To request a digital download, please contact us at us_support@season-of-mist.com with proof of purchase and we will be happy to accommodate your request.

RETURNS

I changed my mind, I don’t wish to keep the items I received

If your products meet the criteria outlined in our Refund Policy, we will be happy to assist you with a return or exchange. Please note that we cannot accept returns for custom made Print on Demand merchandise.

I received a damaged order / item

Please contact our help desk and provide pictures of the damaged item(s). Depending on your wishes and the availability of a new copy to replace the damaged or defective item, customer service will offer you compensation: a replacement item, or a refund, or store credit.

Whatever the reason why you wish to return an item, please always contact our help desk before sending it back to us.

WEBSITE

Technical difficulties

In case of a problem or if you encounter any error while browsing our site, please write to admin@season-of-mist.com and provide as much information as possible: the actions you have done, the browser you are using (Firefox, Edge, Chrome, etc.) and its version, maybe a screenshot of the problem, and anything you may deem relevant. Please tell us the time and date of appearance of the error. If it concerns one of your orders, please mention the number of the order.

Other questions

For any other question, please contact our help desk or write to us_support@season-of-mist.com. Customer service usually replies on the next working day. 

Please do not write to shop-usa@season-of-mist.com. That email is only used to send you automatic information about your orders.