Delivery

When will I receive my order?
It takes 2-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location and products, but typical shipping time is 3-7 business days within the United States. So, on average, you can expect 5-10 business days for the process to complete for orders within the United States.

Please allow up to 30 days for shipment outside of the United States.

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide! 

What about Customs and Duties?

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. The customer is responsible for these fees. Any fees are paid to appropriate customs agency by the customer.

Why aren't there more international options?

The KingsIsle Store team is working quickly to make sure international user experience and shipping is as smooth as possible prior to making it available to those in different countries. The KingsIsle Store will be made to available to different countries over time, rather than opening the store to as many countries as possible all at once. If you'd like to request your country to be included next, please fill out the contact form at the bottom of the page.

The KingsIsle Store currently ships to the United States, Canada, and the United Kingdom.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address. 
● Ask your local post office if they have your package. 
● Stop by your neighbors in case the courier left the package with them. 

Pro tip: Package theft is on the rise— ​ If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be! 

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at please use the contact form below, or email shopify@kingsisle.com with your order number. 

If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.

Orders

How are your products made? 
We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!  

How do I track my order? 
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, please reach us using the contact form below at shopify@kingsisle.com with your order number. 

I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at shopify@kingsisle.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible!

Product disclaimers:
Sometimes, there might be a vinegary smell on the garments you receive. Luckily, the odor you smell is just a temporary addition. Now that your product is out of the confined space of the shipping bag, the printing smell will dissipate after a few days and a wash cycle.

You may notice some discoloration or off-white residue on your apparel. Do not worry! These are not stains and will wash off after the first wash cycle. Our apparel is created with the latest in garment printing technology. In addition, inks used are water based and eco-friendly.

If you receive a product with a mark - please wash it before reporting a problem.

Returns 

What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at shopify@kingsisle.com. 

Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at shopify@kingsisle.com with photos of wrong/damaged items, and we’ll sort that out for you.* 

Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.     Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know by using the contact form below or emailing shopify@kingsisle.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund! 

*Under applicable law, consumers in the EU, EEA and the UK have a right to withdraw from or cancel certain purchases for a refund.  

If you have your habitual residence within a Member State of the EU, of the EEA or in the UK and are entering into a contract with KingsIsle as a consumer (i.e. for purposes which are outside your trade, business, craft or profession), you have the right to withdraw from the contract as described below.

Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us, KingsIsle Entertainment Inc., 3800 Quick Hill Road, Austin, TX 78728, USA, phone: +1 512 623 5900, email: shopify@kingsisle.com, of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to our print-on-demand drop shipper Printful (the return address depends on where your package was fulfilled, please check the address on Printful’s website), without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)To:

KingsIsle Entertainment Inc., 3800 Quick Hill Road, Austin, TX 78728, USA, phone: +1 512 623 5900, email: shopify@kingsisle.com

I/We (*) hereby give notice that I/we (*)  withdraw from my/our (*)  contract of sale of the following goods (*) /for the provision of the following service (*):

Ordered on (*) /received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

 

Any other questions?

Please use the contact form below.