Q: How long do I have to wait for an article, which is not in stock currently?
A: It can take 4-12 weeks for sold out items to be restocked. This waiting time can be extended due to unforeseen events during production or transport. There is always the possibility to switch to other colours or similar items. Did you know: If you want to be notified as soon as an item is available again, you can use our mailing function. Simply sign up for the email notification on the article's site (see next question).
It is not possible to reserve any item, that is currently out of stock!
If you have any questions, please contact our support team by email or phone, they will be happy to help you.
Q: Can you notify me when an item is back in stock?
A: You can easily use our email notification system to contact you, when your desired item is back in stock. Just follow these simple steps:
1. Choose your desired variation (Size, colour etc.).
2. If it is not in stock, just insert your email adress and click on the envelope.
3. We will automatically send you a confirmation email. click on the contained link to activate your notification in our system.
Attention please: On items with variations it may occur, that the email notification is shown BEFORE choosing a variation. Please always make sure to first choose your desired variation to see the stock, before placing your notification.
Q: How can I pay?
A: You may choose one of the following payment options:
- Google Pay via Stripe
- Apple Pay via Stripe
- Przelewy24 via PayPal (only for billing addresses in Poland)
- Multibanco via PayPal (only for billing addresses in Portugal)
- Credit card via Stripe
- Giropay via Stripe
- iDEAL via Stripe
- Bancontact via Stripe
- SOFORT via Stripe
Q: I wrote a comment (in my order) or an email with a wish for a change in my order - is this being considered for the shipping?
A: Unfortunately no. Emails always need a little time to be processed and spontaneous changes cannot be taken into account after an order has been placed. If you still need help, please contact our support team - we will definitely find a solution together.
Q: Can you bring some articles to one of your medieval fairs or trade shows and I will pay it at the place?
A: Pre-ordering is possible, but due to availability and delivery without warranty. We try our best to fulfill pre-orders.
- If you are ordering for a "Mittelalterlich Phantasie Spectaculum" (MPS) or any other medieval market or event that we are visiting, please send your pre-order including item name, size and colour to firstname.lastname@example.org.
- Attention please: If you are indisposed, or don´t need the item anymore, please send us an email, so we are able to seell the item otherwise.
- Get a proof of purchase! If something happens to your product later, we can only help you if you show us the receipt.
Q: I wrote an email some time ago and have not received a proper answer yet. Why is it taking you so long?
A: We receive around one hundred mails every day. The time we need to work off a newly arrived mail could take up to ten days sometimes. If you have an urgent case, give us a call within our service times and talk to our support-team. Some problems can be solved fast and easy by phone.
Q: I am constantly calling and nobody is answering the phone.
A: You will get a free call sign, even when all lines are occupied - that is due to technical reasons. Please check, if you are calling within our service times or please try again at a later time, should all staff be in conversation.
Q: I wish to return an article or change something. What do I have to do now?
A: You can find detailed instructions on our returns information page. In order for us to be able to handle the process according to your wishes, we ask you to record the exact information on the returns form, on your invoice or a copy of it, or in a handwritten note and to attach this to your return.
Unfortunately, we are currently unable to send an automatic confirmation email when your parcel arrives. You will therefore not receive any feedback from us regarding your return. Please check the location of your goods using the tracking system. Please note that returns can take up to 21 days to process during peak season (from June until September). Please refrain from making enquiries within this time frame. Thank you very much!
Q: What do I have to take into consideration when unpacking your leather- and metal items?
A: Our metal armour and chain mail are heavily greased to protect them from rust during storage. The best way to remove this layer is with a sponge and a dishwashing detergent, please take care of the leather straps of the armour parts. If you want to store your armour unused for a longer period of time, we advise you to grease it again.
Our leather items are also greased and do not absorb all pigments during the dyeing process. For this reason, please never put a freshly unpacked belt on your clothes without first cleaning it thoroughly with a cloth. The unabsorbed colour will leave stains! The grease can also settle on the leather as a light discolouration - this can simply be rubbed off with a kitchen towel, for example, without leaving any residue.
Q: Do I have to send you a confirmation of payment or will it fasten the progress of my order?
A: A confirmation of payment is rarely needed and in the few cases our support-team will contact and directly ask you for one.
Apart from this, a confirmation of your payment is not helpful, since we can not fasten the process of booking your payment. If you paid via PayPal we regularly recieve the money within the same day, however, payments via bank transfer can take three up to five working days.
Q: Do you have official sizecharts?
A: Due to the different cuts, we can't give you general sizes. Generally, we advise you to orientate yourself on your regular sizes. So if you wear a medium in general, we would recommend that you order a medium from us.
We are currently working on size charts for each of our products. You can find the size charts on the product pages in the pictures of the article. If you are unsure, please feel free to contact our support team, however, depending on the request, it can take up to 14 working days to process your request as they measure the items themselves.
Q: Do you take custom orders?
A: We currently only accept special orders for larger orders (10+ pieces of an item). Within this framework, it is possible to order our regular textile items in the sizes, materials and colours available in the entire range. Unfortunately, the production of stage fighting and LARP-weapons, armour or custom-made textiles is not possible. Thank you for your understanding!