Where do you ship to?
You can find a list of all the countries we ship to here.
The country I live is not on the list, would it still be possible to order something?
We are sorry to hear this. You can email us at email@example.com with what you would like to order and your address, we will contact you whether we can complete this shipment. Please be aware that due to shipping and customs regulations, we might not be able to complete all requests.
Which courier company do you use?
We use DHL Standard for Germany, for Europe and the rest of the world we use FedEx.
How much does it cost for delivery?
You can find a detailed overview of our shipping regions and rates here.
Why did I not receive a tracking number yet?
Please contact firstname.lastname@example.org with your order number, we can then get your tracking number sent over to you.
Do I have to pay any customs charges when I receive my order?
For shipments outside of Europe orders may not be inclusive of customs or import duties that could be levied when the package reaches your destination country.
You can find more information about shipping here.
Where is my order?
Please check the tracking number you were sent to follow your delivery directly with DHL. If you have no response from them please contact us at email@example.com.
Placing an order
How do I place an order?
You can go to our website www.souvenirofficial.com then simply add the items you wish to purchase to your shopping cart and complete the payment pages.
How do I change my order once it has been made?
We start the shipping process straight away after the order has been made, please note that changing an order once it has been processed is not possible. You can email us at firstname.lastname@example.org to request an exchange.
How do I cancel an order?
We start the shipping process straight away after the order has been made, please note that cancelling an order once is has been processed is not possible. You can email us at email@example.com to request an exchange/ refund.
Which currency’s do you accept?
We currently only accept EUR.
What methods of payment do you accept?
We accept Visa, Mastercard Maestro and American Express, as well as Shop Pay, Google Pay, PayPal, Klarna, Sofort, Ideal and Bankcontact.
How do I use my discount code?
You can apply your discount code to right side of the screen when you first open your checkout.
What is your returns policy?
You have 14 days from when the arrival of the package to email us at firstname.lastname@example.org to request your return.
Do I have to cover the cost of returning the package?
You would have to cover the cost returning the package to us, please make sure to use a respected courier service to ensure the package arrives safely to us.
Can I make an exchange on my order?
We only exchange products that are the same price, for example changing the size or colour. If you would like to exchange a product please email email@example.com for more details.
I have already shipped my product back to you, when will I receive my refund?
It can take up to a week for us to process a return, once processed we will issue you the refund, then it can take up to 5 days for the money to be back with you depending on the payment type.
You can find more information about returns here.