Help & Contact
Please be aware that we can only help with questions or problems concerning the Wargaming Store. That means returns, problems with your order, questions regarding products sold at the Wargaming Store and more.
We're not able to help you in the following matters:
- Wargaming Premium Shop
- In-game purchases
- Wargaming account
- Problems with Wargaming games (e.g. World of Tanks)
For the matters above please contact the official Wargaming Support: eu.wargaming.net/support/.
- I accidentally entered the wrong address on my order.
If the order has been shipped then we will not be able to reroute the package. You can try contacting your local post office and they may be able to route the package to you when it arrives in their office.
If the order has not been processed yet: Please use the contact formular to send us you correct address, please make sure to also include the order number.
- How long does shipping take?
Shipments within Germany take about 2-3 work days
EU shipments up to 7-14 work days
Anything outside the European Union might take longer than that.
- How much will shipping cost?
You can find our shipping rates here.
This varies depending on where you are and how much you order. Just place whatever you are interested in purchasing into your shopping cart and hit checkout (don't worry, if you don't want to finish checking out you won't need to). Enter your address and the shipping options will appear.
International customers may be subject to additional charges once the package arrives. ESL is not responsible for any customs,duty, or VAT charges you incur for importing our products.
- Do you ship outside the European Union?
Yes. We currently ship to Europe, the United States, Canada and most APAC & EU Overseas Territories.
- Why don't you ship to my country?
If you can't select your country as shipping destination, one of these reasons applies:
- Custom services won't process parcels
- Additional taxes are unreasonably high
- Packages get "lost" and stolen too often
Please accept our choice to disable your shipment destination.
- Will I have to pay custom fees on my order?
Your order may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. The standard international shipping charges you pay to ESL only cover shipping cost, and do NOT include customs fees, import taxes, brokerage fees, or duties.
If payment of additional fees is refused at the time of delivery, the shipment will be returned to us. At that point, we can refund your purchase price, not including shipping costs.On rare occasions, your order may be delayed due to the customs process. If your order takes more than two weeks to arrive from the moment you receive your shipment notification, check with your local customs office to see if they are holding the package.
- Do you offer express shipping?
No, currently we're not able to offer express shipments.
- Where do you ship from?
Our EU warehouse is based in Cologne / Germany.
- Can you mark my order as a gift?
By law, we must mark all shipments as a Commercial Sample and declare the actual purchase price of the items. Doing otherwise is a violation of international regulations and can result in heavy fines for us. That in turn would lead to higher prices for you. That makes no one happy.
- I think my package is lost.
If a package is marked as delivered but you have not received it, please check your address on your confirmation email. If the address is correct you may want to contact your local post office with your tracking number to see if they have any information.
If it has been over 30 days since the order shipped you may want to try contacting your local post office to see if they are holding the package for taxes. If they are not able to locate the order please contact us via contact formular.
- How can I find out my tracking information?
You should have received a shipping confirmation email with a link to track your package.
- My tracking code did not update in a long time.
This could have happened due to the following reasons:
- Local delivery services do not always submit a tracking code when receiving DHL shipments. (such as Asia, Australia) Please get in touch with your local post service, as the parcel might be waiting for you.
- Deliveries may be slow as packages get checked by custom services. This can take up to three weeks - depending on how busy custom services are.
- How to cancel my order?
Please write us via contact formular and make sure to include your order number. We'll see whether we're able to stop it before our warehouse processes the parcel.
- I'd like to edit my size.
Please write us via the contact formularand make sure to include your order number. We'll see whether we're able to stop it before our warehouse processes the parcel.
- Can I add something to an already placed order?
No, once the payment went through it's technically not possible to add an item to your order.
Returns / Exchanges
- I want to return or exchange my item(s).
All you will need to do is send the items back to us at the address on your invoice including the order number. ESL does not provide return labels at this time. You can send the item(s) with whatever postal carrier you choose however, we always recommend getting tracking. Please include the invoice with the return along with a note indicating what you would like instead, or that you would like a refund. Please note that we do not refund shipping fees.
All returned items must be in "as new" condition. "As new" means unwashed, unworn, and unmodified in any way. We cannot exchange or return items that have been returned with strong smells such as perfume/cologne, detergent, and cigarette smoke. "As new" also takes into consideration any orders that included any in-game codes. We cannot issue refunds on any item that included an in-game code unless the code has not been used.
All returns/exchanges must be submitted within 30 days of the date we ship out your order. You will get an email with tracking if you asked for an exchange.
We do not accept returns of: Any Toys, Games or Collectibles returned more than 60 days from the date on the packing slip. Any Toy Game or Collectible that has been opened (taken out of its plastic wrap). Any product(s) not in its original condition. Any product(s) that is damaged, played, or is missing parts. Any product(s) that were sold as part of a bundle, unless the bundle is returned complete. Please do not send us product(s) that do not meet the return criteria listed above, as we do not issue refunds for non-qualifying items and cannot return the items to you.
- I think my product is defective.
All manufacturer defect claims must be made within 30 days from the date of purchase. Please use the contact formular for your request and make sure to includie your order number.
We warrant every product we make to be free of manufacturer defects that affect the wearing or look of a product. This includes defects in zipper pulls, zippers, snaps, holes and printing errors.
ESL does not warranty and is not responsible for damages caused by misuse, abuse, gnomes, accidents, dragon fire, the natural breakdown of materials over time, or problems that may be reasonably expected with normal wear such as rogue washing machines eating your clothing and the occasional sock.
- My return arrived at your warhouse. When will I receive my refund?
Please give us 3-4 business days to process your return. Refunds may take up to three days to appear on your account.
- Something was wrong on my order. What do I do now?
Sorry to hear that! Please write us via the contact formular and make sure to include your order number.
- I need a return label.
ESL does not provide return labels at this time. You can send the item(s) with whatever postal carrier you choose however, we always recommend getting tracking.We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.), but this is just not the case. Please read the returns policy for further information.
Billing / Payment
- What payment methods do you accept?
- Credit cards
- Sofortbanking (Klarna and Mollie) and Paylater
- Amazon Pay, Apple Pay, Google Pay
- The currency in my country is something else than Euro. How do I pay?
There's nothing you need to do - our transfer system will convert Euro to your currency automatically.
- Can I pay via bank transfer?
No, bank transfers are not possible. But we've got plenty of online payment methods for you available: See above.
- Can I pay upon delivery?
Orders have to be paid on beforehand. Only Klarna/paylater allows the customer to pay the bill after receiving the parcel.
Product / Services
- Can you guys print a custom shirt for me?
We do not do customized shirts. However, there are plenty of places on the internet that offer those services.
- Can you print my gamer tag on my shirt?
We're unfortunately not able to customize Shirts/ Jackets yet. But you may of course have your shirt printed at a local print house.
- The item I want is out of stock! When will you have it again?
It usually takes 3-4 weeks fore items to be restocked, but that time can change depending on the time of year, our demand, and other projects that we're working on. Please press the "Notify me when available" button on the item page to be notified via email once the stock gets back in.
- I have an idea for a new product, how I can I submit it?
Just drop us a quick mail. We're happy to check it :)