Help & Contact

Shipping

I accidentally entered the wrong address on my order.

Once your package is on its way, we're unfortunately unable to stop it or change the destination from our end, however you can try to reach out to the courier and ask if they can reroute the shipment.

If the order has not been processed yet: Please use the contact form to send us you correct address, please make sure to also include the order number.

How long does shipping take?

Shipments within Germany take about 2-3 working days
EU shipments up to 7-14 working days
Anything outside the European Union might take longer than that.

How much will shipping cost?

You can find our shipping rates here.

Shipping costs vary depending on where you are and how much you have ordered. If you want to find out how much something is going to cost to ship, just place whatever you are interested in purchasing into your shopping cart and hit checkout (don't worry, if you don't want to finish checking out you won't need to). Enter your address and the shipping options will appear.

International customers may be subject to additional charges once the package arrives. ESL is not responsible for any customs, duty or VAT charges you incur for importing our products.

Do you ship outside the European Union?

Yes. We currently ship to Europe, the United States, Canada and most APAC & EU Overseas Territories.

Why don't you ship to my country?

If you can't select your country as shipping destination, one of these reasons applies:

Custom services won't process parcels
Additional taxes are unreasonably high
We're unable to ship there due to sanctions or other legal reasons.

Will I have to pay custom fees on my order?

Your order may be charged extra fees (like taxes, duties, and processing fees) when it arrives.

What you pay us covers shipping only. The standard international shipping charge paid to ESL does not include any of these customs fees, import taxes, or duties—those are determined and collected by your local government.

If you choose not to pay those additional fees when your package is delivered, the shipment will be returned to us.

In that case, we can certainly refund your original purchase price, but please note that the shipping costs are non-refundable.

Do you offer express shipping?

No, currently we're not able to offer express shipments.

Where do you ship from?

Our EU warehouse is based in Germany.

Can you mark my order as a gift?

By law, we are required to:

Mark all international shipments accurately as a Commercial Sample.
Declare the actual purchase price of the items inside.

We know this might affect local duties, but following these international regulations keeps us compliant.

I think my package is lost.

If a package is marked as delivered but you have not received it, please check your address on your confirmation email. If the address is correct you may want to contact the courier with your tracking number to see if they have any information, such as delivery complications or if they are holding the package for taxes. If they are not able to locate the order please contact us via contact form.

Order status

How can I find out my tracking information?

You should have received a shipping confirmation email with a link to track your package.

The tracking details have not updated for a while.

This could have happened due to the following reasons:

Local delivery services do not always submit a tracking code when receiving DHL shipments. (such as Asia, Australia) Please get in touch with your local post service, as the parcel might be waiting for you.
Deliveries may be slow as packages get checked by custom services. This can take up to three weeks - depending on how busy custom services are.

How to cancel my order?

Please write us via contact form and make sure to include your order number. We'll see whether we're able to stop it before our warehouse processes the parcel.

I'd like to edit my size.

Please write us via the contact form and make sure to include your order number. We'll see whether we're able to stop it before our warehouse processes the parcel.

Can I add something to an already placed order?

Unfortunately, once payment has been processed it's technically not possible to add an item to your order, however you are welcome to place another order with us.

Returns / Exchanges

I want to return or exchange my item(s).

All you will need to do is send the items back to us at the address on your invoice including the order number. ESL does not provide return labels at this time. You can send the item(s) with whatever postal carrier you choose however, we always recommend getting tracking. Please include the invoice with the return along with a note indicating what you would like instead, or that you would like a refund. Please note that we do not refund shipping costs.

All returned items must be in "as new" condition. "As new" means unwashed, unworn and unmodified in any way. We cannot exchange or return items that have been returned with strong smells such as perfume/cologne, detergent, and cigarette smoke. "As new" also takes into consideration any orders that included any in-game codes. We cannot issue refunds on any item that included an in-game code unless the code has not been used.

All returns/exchanges must be submitted within 30 days of the date we ship out your order. You will get an email with tracking if you asked for an exchange.

We do not accept returns of:

Toys, games or collectibles returned more than 60 days from the date on the packing slip.
Any toy, game or collectible that has been opened (taken out of its plastic wrap).
Any product(s) not in its original condition.
Any product(s) that is damaged, played, or is missing parts.
Any product(s) that were sold as part of a bundle, unless the bundle is returned complete.

Please do not send us product(s) that do not meet the return criteria listed above, as we do not issue refunds for non-qualifying items and cannot return the items to you.

I think my product is defective.

All manufacturer defect claims must be made within 30 days from the date of purchase. Please use the contact form for your request and make sure to includie your order number.

ESL does not provide a warranty and is not responsible for damages caused by misuse, abuse, gnomes, accidents, dragon fire, the natural breakdown of materials over time, or problems that may be reasonably expected with normal wear such as rogue washing machines eating your clothing and the occasional sock.

My return arrived at your warhouse. When will I receive my refund?

Please give us 3-4 business days to process your return. Refunds may take up to three days to appear on your account.

Something was wrong on my order. What do I do now?

Sorry to hear that! Please write us via the contact form and make sure to include your order number.

I need a return label.

ESL does not provide return labels at this time. You can send the item(s) with whatever postal carrier you choose however, we always recommend getting tracking.We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.), but this is just not the case. Please read the returns policy for further information.

Billing / Payment

What payment methods do you accept?

We accept:

Credit cards
Paypal
Sofortbanking (Klarna and Mollie) and Paylater
PaysafeCard
Amazon Pay, Apple Pay, Google Pay

The currency in my country is something else than Euro. How do I pay?

There's nothing you need to do - our transfer system will convert Euro to your currency automatically.

Can I pay via bank transfer?

No, bank transfers are not possible. But we've got plenty of online payment methods for you available: See above.

Can I pay upon delivery?

Orders have to be paid on beforehand. Only Klarna/paylater allows the customer to pay the bill after receiving the parcel.

Product / Services

The item I want is out of stock! When will you have it again?

It usually takes 3-4 weeks fore items to be restocked, but that time can change depending on the time of year, our demand, and other projects that we're working on. Please press the "Notify me when available" button on the item page to be notified via email once the stock gets back in.

I have an idea for a new product, how I can I submit it?

Just drop us a quick mail. We're happy to check it :)