TOS

Thank you for your interest in purchasing merchandise of Theatre of Teyvat project.

Preorders for the first release - The Little Red Riding Hood will be opened from 2 July to 2 August. By purchasing any products, you acknowledge that you are purchasing a preorder item. This means that production and shipping will only start after the pre-order period ends. If you have any questions after reading our policy, please email us at [email protected].

SHIPPING OF ORDERS

Production period is estimated to be around 2-3 months. Shipping is expected to be around 4-5 months after preorders are closed, however, this is liable to delays. We will update our Twitter regularly during production and shipping period.

SHIPPING POLICY

All orders will be shipped from Vietnam. International orders usually take between 2-12 weeks after shipping. All orders will default to ship with tracking.

Due to the situation of war as well as other force majeure, shipping may be delayed or affected. In the case that orders are placed from customers in List of Suspended Shipping Countries of the courier, we will contact you and refund the order.

We shall only be held responsible for any packages that are lost or damaged due to our mistakes (i.e., different address on the postage compared to the address provided, missing in quantities, defective merchandise due to production, etc.). We will not be held liable for any packages that are lost or damaged during shipment. Upon any issue, please contact your local courier/post office firsthand to report any damage, and then please inform us. We will do our best to support you with the situation. Inquiries should be sent via our Twitter DM and/or email: [email protected]

To residents of the European Union and United Kingdom: Due to  shipping restrictions, your package may be subject to VAT and/or any taxation and fees payable by the buyer. Depending on your country's regulations, you might need to pay VAT as outlined by your country of residence. We will not be responsible for paying such VAT. 

CANCELLATION OF ORDERS

Cancellation and refund generally may not be made after the preorder period has ended, however, you can email us at [email protected] and we will consider your cancellation on a case by case basis. 

However, please be noted that too much refund  is highly likely to affect our PayPal account, leading to adverse effect on both the project, pre-orders and other customers. Therefore, we only accept cancellation within one (01) hour after placing your order. Please consider thoroughly before purchasing.

RETURN OF ORDERS

All sales and orders are final and may not be returned.

REFUND AND EXCHANGE 

We only accept refund in case there is an unboxing video showing the lost or damaged due to our mistakes in preparing and packaging. In case of wrong items, the items to be exchanged is required to have outer wrap and protective film (for keychain and standee) intact.

GO POLICY

For the purposes of this provision, a collective orders comprising of five (05) physcial bundles or more and/or have total value of USD$300 or more can be considered a "Group Order". 

We are delighted to collaborate with customers who want to host a Group Order. If you are interested, please contact us via our Twitter DM or email at [email protected].com BEFORE organizing the Group Order. We will provide a separate form for Group Order. 

The host of Group Order ("Host") shall communicate with us and participants of Group Order at every step of the Group Order process.

Once the Host provides us the final details of their Group Order (quantities, number of customers, etc), both the shipping fee and item total will be calculated. Once calculated, we will let the group order manager know the total price and send an invoice. The Host should inform us of the details no later than three (03) days after pre-orders are closed.

The order and payment of Group Order will not be through the our store. Instead, the Host will pay and order directly via Paypal or another payment method agreed between us and the Host via email correspondence. The Host will be entirely responsible for gathering payment from the individuals partaking in the Group Order. The full payment of Group Order is due two (02) weeks after pre-order period ends. 

Upon shipping of Group Order, we will contact and inform the Host of the tracking number of the bulk. Once bundles are shipped to Host, we will not be liable for damaged or lost items that may occur during shipping from the Host to Group Order participants. We will not be able to guarantee purchasing through Group Order.

When you host a Group Order, please use the hashtag #theatreofteyvatGO so that we can support you by retweeting.

We understand that due to the nature of Group Order, participants may not be able to receive Early Bird benefits. In exchange, we will prepare a separate present for all Group Order. 🌸

CONTACT

In case you have any additional querries, feel free to contact us through any of the methods below:

Twitter: https://twitter.com/TheatreofTeyvat

Email: [email protected]