Help & FAQs
How can I get in touch with customer services?
If you have a question or experiencing any technical difficulty regarding an order or any of the products that appear on one of our stores then you can reach our customer service department by emailing email@example.com, we aim to reply to all support queries within 24 hours.
Orders that contain pre-ordered items will be dispatched when all items become available.
How long will it take to get my order?
We aim to get ordered placed before 13:00 Monday to Friday dispatched on the same working day. If this is not possible, they'll be dispatched on the next working day.
Orders placed outside our Monday to Friday office hours will be dispatched on the next working day.
Once your order has been dispatched, you will receive an email informing you that your order is on its way.
For more information about shipping times and methods, please click here.
I entered my shipping address incorrectly, what can I do?
All orders are immediately sent to the shipping department and processed, we cannot stop the order. If you contact us immediately after placing the order by emailing firstname.lastname@example.org we will try to amend the order before it ships.
However, if the order has already been shipped, we will be unable to amend the order.
Can you deliver to my work?
Yes, we can deliver to most addresses.
I've changed my mind, can I cancel my order?
All orders (excluding pre-orders) are immediately sent to the shipping department and processed. As a result, we may not be able to cancel the order before it ships out.
Once an order has been shipped, it cannot be cancelled and you will need to follow the procedures for a return.
I ordered a pre-order item along with other merchandise. Why haven't I received anything?
Where possible we will ship your order in its entirety. However, if you have ordered several items and part of the order is on pre-order, your order will held and will disptch once all items on the order become available. Please refer to the product descriptions for release dates.
If you require items that are not on pre-order sooner, please order them seperately.
When will I receive my pre-order?
Orders containing pre-ordered items will be dispatched in line with the release date published on the webstore.
Whilst every effort is made to get your order to you by the release date, we are unable to guarantee this for orders outside of the UK.
I have received the wrong item, what should I do?
Please email email@example.com to let us know. Please include images of what you've received and let us know what product you were expecting.
When do I get charged if I pre-order an item?
Payment is taken when you place the order.
How do I return products for a refund?
You can find out how and where to return items here.
My card keeps getting declined. What is going on?
Don’t worry - there are 2 main reasons that your card could be declined:
- We could not match the credit card address to the address entered. Make sure you typed the billing information in the correct area, and you entered the address exactly as it appears on your credit card bill.
- The bank has declined the card. Either there is a hold on the card or insufficient funds. Please contact your bank for more information.
If you keep getting an error message on payment please contact us by sending an email to firstname.lastname@example.org, please do not keep attempting to purchase.
When will my charge be processed?
When you make a purchase, the charge is processed immediately.
Depending on your bank, charges can take up to 3-5 business days to appear on your account.
Who are Kontraband?
We are the official online merchandise partner in this instance we provide the webstore and the payment processing, fulfilment and products in the store. We may also be selling tickets from time to time we are not a secondary ticket agent. We have a direct relationship with the Promoter and Artist and they have agreed for Kontraband to sell the tickets and merchandise direct to the fans.
Why do you collect so much personal information?
All the personal information we collect about you is used solely for Kontraband to fulfil your purchase and to be able to contact you if there are any issues with your order.
When chcking out, we will request your phone number as this is now a requirement of many of our shipping partners, as they require it to aid delivery.
Is it Safe to buy online?
Yes - We utilise industry- standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name and address and other sensitive information such as your credit card details.
Information passed between your computers and our website cannot be read in the event of someone else intercepts it. The Technology includes the following features:
this assures your browser that your data is being sent to the correct computer server, and the server is secure. li>
this encodes the data, so that it cannot be read by anyone other the secure server.
this checks the data being transferred to ensure it has not been altered.
How do I return products for a refund?
If you are experiencing issues, we recommend you make sure you have the latest updates and patches for your operating systems.
If you are still having technical problems please get in touch with our customer care team by sending a message to email@example.com, please include the folling information where possible:
- The URL of the store you are on and what page you are having difficulty with.
- What time the problem occurred
- Any error messages you're receiving.
- Screenshots if possible.
The product I want to purchase is showing sold out? Can I still get one?
We know it is frustrating to see a product you like and then you realise it is out of stock.
However sometimes some of our products are very popular and sell out very quickly, so you need to be quick to get your hands on them. We do our best to keep on top of stock and predict the sales we may receive so this doesn’t happen. Sometimes our products are ‘Limited Edition’ and so once they are gone they are gone.
If the product is still being made please check back in a day or two where we will be updating the stores and the products with information and stock on a regular basis.
I want to get in contact with the Artist to request booking them or talk to them about my business?
Unfortunately we only run the store and parts of the website; we are not the booking agents for the artists. We also are unable to advise on any potential business you may be able to offer. If the request is considered appropriate then we will forward on to the management, but under no circumstances are we able to guarantee any response.
Kontraband merchandise understand that getting your order to you is the most important thing we have to do and if something goes wrong which occasionally it does then our first priority is to fix it quickly for you, if you wish to make a comment or suggestion on how we can improve our systems or processes then please send us a message to firstname.lastname@example.org.
You can contact Kontraband Merchandise at;
2 Canal Reach, London N1C 4DB