Q: How long do I have to wait for an article, which is not in stock currently?
A: The article can take in between four to twelve weeks, until its back in stock. This period can stretch additionally, due to unexpected delays in transport or production. We will inform you on this by mail or phone. There is always the possibility to change your ordered article with an other from our range. Our support will help you with the choice. You may also cancel the article. If you are wondering where your order is right now, give us a call, we try to find a good solution. We are available Monday to Friday 11am to 1pm and 2pm to 6pm (UTC +1/2) on the international phone number 0049 - 40 35 71 51 31.
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: 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 not. Emails will always take up more time to be worked off. When time is running and you need a quick solution: just give us a phone call. We are available Monday to Friday 11:00 to 13:00 and 14:00 to 17:30 (UTC +1) on the international phone number 0049 - 40 35 71 51 31.
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) market, please send your pre-order including item name, size and colour to email@example.com.
- If you are ordering for another medieval market or fair that we visit, 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.
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. Many problems can be solved faster on the 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.
Q: I wish to return an article or change something. What do I have to do now?
A: We need some information prior, please write your wishes for an exchange or refund on the invoice you recieved with your order and add it to your return. The return costs for the shipment to our doorstep is payed for by the customer. When being exchanged here, the costs for the return shipping to the customer are payed for by Mytholon. Please note, that you will not get a notification when your order arrives. If you wish to have your payment returned for a cancelled or unwanted article, we will need your IBAN and SWIFT/BIC code to transfer it back to your account. Due to privacy protection laws, we are not allowed to store bank data. If you have extra agreements with our support-team, please note them detailled on the return note.
During peakseason returns can take up to 14 days.
Q: What do I have to take into consideration when unpacking your leather- and metal items?
A: Our metal armour and chainmails are oiled to prevent them from rusting during their storage. The best way to get rid of the greased layer is to simply rub it off with an old sponge and dish detergent, please leave the leatherstraps out.
If you plan on storing your armour for a longer period of time we would advice you to add a layer of oil first.
Likewise our leather-items are oiled and do not absorb all pigments during the process of dyeing. Please do not wear a recently unpacked belt over any of your clothes as it will stain them if you did not clean the leather previously.
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 up to three working days.
Q: Do you have official sizecharts?
A: Based on the different styles and cuts of our items we do not have general sizecharts.
However, we are currently working on charts for every single product.
If you are unsure, feel free to contact our support. Though it might take up to 14 working days depending on the request.
In general we advice you to order the size you regularly wear.
Q: Do you take custom orders?
A: We can prodcue our regular clothes a size bigger or smaller, a different color from our pallet is also possible.
However, we can not make custom swords, armour or clothes with your exact measurents.
From the day we recieve your payment, a custom order usually takes eight weeks.
Furthermore, additionally incurred costs sum up to 30% of the regular price of the item.