Help / FAQ
How can I get in contact with the Customer Service department?
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 firstname.lastname@example.org, we aim to reply to all support queries within 24 hours.
Please state what store you are using and any order number(s) you have within the email.
How long will it take to get my order?
All orders placed before 14:00, Monday-Friday will usually be dispatched on the same day, during busy periods, they may be dispatched the next working day. Orders placed any other time will be dispatched on the next working day. Once your order has been dispatched, we will send you an email informing you that your order is on its way.
Below is a rough guide of how long orders can take to get to you.
|Service / Destination||Estimated delivery time
|UK 1st Class||2-3 days|
|UK 2nd Class||3-5 days|
|Western Europe||7-14 days|
|Germany, Spain, Portugal, Italy||14-21 days|
|Eastern Europe||14-21 days|
|USA / Canada||7-14 days|
|Rest of the world||7-28 days
(depending on location)
Please note: These estimates are not guarantees. Once your order has shipped, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.
I entered the shipping address incorrectly or ordered the wrong item. What do I do now?
Since 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 at email@example.com 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. If the item is due to be signed for and you are not there to sign for it the delivery person will leave a note to say they attempted delivery, it will then be returned to your local post office, you should allow 48 hours for it to arrive there. If the item is not signed for the item will be posted at the original address requested.
Can you deliver to my work?
We can deliver to your work or your home, but we do not deliver to a PO Box for security purposes.
I changed my mind, and wish to cancel my order. How can I do that?
All orders (excluding pre-orders) are immediately sent to the shipping department and processed. As a result, you will not be able to cancel the order before it ships out. Once the 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. If you have ordered several items and part of the order is a pre-order then items that we currently have will be fulfilled immediately and upon the arrival of the stock for the pre-ordered items you purchased, we will then complete your order.
I ordered a pre-order, but it is not scheduled to release for a while. Why was I already charged?
To secure your item, our system automatically charges your card. In purchasing a pre-order, the item is held for you. We do our best to get you the item by the release date, but that is not always guaranteed. The item will ship on or around the release date.
How do I download digital purchases?
- Log in to your account
- Click on 'My Account'
- Click on 'My Downloadable Products'
This will show all your downloadable files. Right Click and select "Save as" to download.
Any problems email us at firstname.lastname@example.org putting in the subject box DOWNLOAD ISSUE.
How do I return products for a refund?
For information on how to return items, please click 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.
Do you accept Visa Gift Cards?
Unfortunately, at this moment in time we are unable to accept Visa gift cards.
Why do I need to create a log in and password?
For your convenience, the system will save your order history, primary billing, and primary shipping address. Your credit card information is secure and is not saved.
When will my charge be processed?
When you make a purchase, the charge is processed immediately. Depending on our payment processing partner, 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 website, store and the payment processing, fulfillment and products in the store. We may also be selling tickets from time to time for this Artist; 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 information about me?
I am having general problems with the store and/or making payment?
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 at email@example.com please include the following information where possible -
- The store you are on and what page you are having difficulty with
- What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen.
The product I want to purchase is showing sold out?
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 can’t sign into my account?
When you return to shop with us, or want to access your account to see your details, we ask you to sign in. If you find that you are having difficulty signing in because your username or password is not recognised please check you are using the correct login details that you registered with us. If you have forgotten your username or password you can request a reminder here.
How Do I logout of my Account?
Go to the top of the page and click on ‘log out’ if you’re not logged in it will say ‘sign in’.
What do the Status updates mean?
After receiving your order confirmation you will then receive a notification telling you your order has been updated.
- Pending - Order has been placed but NOT paid. This can mean that the payment for your order has failed, please contact firstname.lastname@example.org if your status remains like this for more than 1 working day.
- Processing - Order Placed, Paid, NOT shipped.
- Dispatched - Order placed, Paid, and dispatched.
- Complete - Order Placed, Paid and Shipped.
- Canceled - Order Placed and Cancelled. Shipped orders cannot be canceled.
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 email@example.com
You can contact Kontraband Merchandise at;
Studio D, Unit 4,
Thane Works, London,
0207 281 0123