FAQ
FAQ
Products & Authenticity
What range of products does Fragstore.com offer?
We offer a wide range of products, including collectible statues and figures, plush toys, mugs, kitchenware, apparel, various fan merch, high-quality gaming keyboards, mice, headsets, and gaming chairs.
Does Fragstore.com sell official items?
Yes. There are only officially licensed and original products in our shop. All items are imported legally, certified for sale, and sourced from authorized manufacturers and distributors. We work with well-known manufacturers such as Blizzard, Weta Workshop, Iron Studios, McFarlane Toys, Bandai Banpresto, PureArts, Hex Collectibles and others.
Orders & Pre-orders
Can I pre-order products that are currently out of stock?
Yes. You can find a dedicated offers Pre-order section for upcoming and highly anticipated releases. Full payment is required at checkout, and your order will be shipped as soon as the item arrives at our warehouse. Estimated availability dates are displayed on each product page.
How can I cancel my order?
You may cancel your order within 14 calendar days after receiving the goods. To cancel an order, you must send a clear cancellation request via email to [email protected].
- If the item has not been shipped yet, simply provide your order number, and we will process the refund. No reason is required.
- If the item is already in transit, or if you have received it and wish to return it because it does not meet your expectations, provide your order number and reason for cancellation.
- If the item is in transit, we will process your cancellation once it returns to our warehouse.
- If you have received the item and want to return it, please first send photos to show the item is in good condition with no damages. Then, you will return the item at your own cost to our warehouse.
Phone calls alone are not sufficient for order cancellation.
How can I be notified when an out-of-stock item becomes available?
If a product is out of stock, you can click the “Notify me when available” button on the product page and leave your email address. We will notify you as soon as the item is back in stock.
Shipping & Delivery
Do you deliver to EU countries and worldwide?
Yes. We ship orders across the European Union and worldwide using reliable international courier services.
What delivery methods are available?
We deliver orders using trusted international carriers, including DHL, UPS, DPD, FedEx, and Packeta. Available delivery options depend on your country and will be displayed during the Shipping stage.
What should I do if my paid order was not delivered?
All shipments are insured. If your order is lost or not delivered by the courier, please contact our Team via [email protected]. In such cases, we will resend the product within 2-3 business days.
Payments
What payment methods are available on Fragstore.com?
Fragstore.com offers secure online payments. You can pay using Visa and Mastercard, Google Pay, Apple Pay, Revolut, and PayPal. We do not store or collect your card or banking details.
Returns & Warranty
Is there a warranty on Fragstore.com products?
Yes. All products sold on Fragstore.com come with an official manufacturer’s warranty or a Fragstore warranty. This means we take full responsibility for product quality and provide warranty support on the same level as the manufacturer.
Which products are covered by warranty?
Warranty coverage applies to all products sold on Fragstore.com, unless otherwise stated by law. Gaming peripherals and electronics are covered according to the manufacturer’s warranty terms.
In which cases does the warranty not apply?
According to warranty regulations, the warranty becomes void if:
- Factory seals, stickers, holograms, or warranty labels are damaged or removed;
- Serial numbers or product markings do not match the warranty card or order details;
- The product was repaired or modified by unauthorized service centers;
- Damage occurred due to improper use, installation, storage, transportation, or non-compliance with the user manual;
- The product shows mechanical or electrical damage caused by liquids, foreign objects, insects, or external impact;
- Damage was caused by natural disasters, fire, flooding, or other force majeure events;
- Non-original or defective accessories or consumables were used;
- The product was used in non-standard operating modes (including incorrect voltage or frequency).
How do I get service or return a defective product?
If you receive a defective, damaged, or incorrect item, please contact our Team at [email protected] within 14 calendar days of receiving your order. Provide your order number, a description of the issue, and clear photos or videos of the defect. Our team will guide you through the return, exchange, or service process in accordance with consumer protection laws.
Can I return or exchange a product?
Yes. You can return or exchange a product within 14 days from the date of purchase if it has not been used and remains in its original condition. The product must have no signs of wear, scratches, or damage, and must comply with consumer protection regulations.
Do I need to keep the original packaging for a return?
Yes. To return or exchange a product of proper quality within 14 days, the following conditions must be met:
Proof of purchase (receipt or invoice) is available;
Factory seals, protective films, and labels are intact;
The
product has no signs of use, mechanical damage, or wear;
The original packaging and complete set are preserved.
Which products cannot be returned?
According to applicable consumer protection laws, certain categories of goods are non-returnable, including but not limited to:
Socks and underwear;
Printed materials;
Jewelry made of precious metals and stones;
Other
items listed as non-returnable by law.
Loyalty Program
Does Fragstore.com have a loyalty program?
Yes. Fragstore.com offers a loyalty program for registered customers. After you subscribe to our newsletter, you receive a €10 welcome bonus that can be used on your first purchase over €50.
Every order you place then brings you closer to the next loyalty level. Just keep shopping, collecting, and enjoying the rewards from 3% to 10%. You can check your current loyalty level and available bonuses anytime in your
personal account. Special promotions may include increased or additional bonus rewards.
Customer Support
What are your working hours? What are your working hours?
Our Team operates Monday - Friday 09:00 - 19:00; Saturday: 10:00 - 16:00 (local time).
How can I contact Fragstore.com?
You can contact us in working hours via email at [email protected], through our Instagram, TikTok or Facebook pages, or via WhatsApp/Telegram at +357 95952841.
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