eMense Events B.V. — Licensee holder of IGN EUROPE STORE
This Shipping Policy applies to all orders and deliveries placed via the official IGN Europe Store and related webshops operated by eMense Events B.V. (hereinafter: “Publisher”, “we”, “us”, or “our”). This policy has been drafted in full compliance with European Consumer Rights Directives and national e-commerce regulations.
1. Processing and Delivery Timelines
We strive to process and ship all orders for in-stock products as quickly as possible.
- In-Stock Products: Processing in our European warehouse typically takes 1 to 7 business days.
- Print-on-Demand Items (e.g., Made-to-Order T-Shirts & Apparel): Made-to-order apparel requires an additional production period of 3 to 5 business days prior to shipment.
- Pre-Order Products: Pre-order items are processed and dispatched immediately upon receipt at our European warehouse. If an order contains both in-stock items and pre-order items, the entire order will be shipped once all items are in stock, unless separate orders were placed at checkout.
Estimated Delivery Times (Post-Shipment)
Once your order has been packaged and handed over to our regional parcel delivery partners (such as DHL, PostNL, DPD, or local Scandinavian/French partners), estimated transit times are as follows:
- Benelux (NL, BE, LU): 1 – 3 business days
- DACH (Germany, Austria, Switzerland): 2 – 5 business days
- France: 3 – 6 business days
- NORDICS (Sweden, Denmark, Norway, Finland): 4 – 8 business days
- Rest of Europe (EU): 3 – 8 business days
Please note: Delivery timeframes are estimates and do not include initial production times (for print-on-demand items). In accordance with mandatory EU legislation, all standard orders will be delivered within a maximum of 30 calendar days from the contract conclusion (or the communicated official release date for pre-orders). If this term is exceeded due to logistical issues or force majeure, you retain the statutory right to cancel the contract free of charge for a full refund.
2. Shipping Rates & Multiple Packages
- Shipping Calculations: Shipping fees are calculated dynamically based on parcel weight, package dimensions, destination country, and selected carrier method. The exact shipping charge is always clearly presented in the checkout overview prior to payment finalization.
- Multiple Shipments (Pre-Orders vs. In-Stock): If your order contains a combination of in-stock items and pre-order items (or print-on-demand apparel fulfilled from different locations), we reserve the right to hold the order until all items are available or ship readily available items ahead in separate parcels at our discretion.
3. Delivery Address Changes
If you need to update your delivery address, please contact our customer support team immediately at customersupport@emense.nl.
- Standard Orders: Address change requests must be submitted within 24 hours of placing your order, as our fulfillment team rapidly begins processing shipments. Once an order has entered the fulfillment process or has shipped, the delivery address cannot be altered.
- Pre-Orders: Address changes for pre-ordered items are accepted at any time prior to the physical shipment of the item.
- Important Note: Updating the address in your personal customer account profile does NOT automatically update the shipping address on existing open orders.
4. Risk of Loss and Transit Damage (EU Protection)
Under EU consumer protection law, the risk of loss, theft, or damage during transport remains entirely with eMense Events B.V. until the products have been physically delivered into your possession (or a third party designated by you, other than the carrier).
- Damaged or Incorrect Items: If your package arrives damaged or incomplete, please notify us within a reasonable period after discovery via customersupport@emense.nl with clear photographs of the damage. We will initiate an immediate investigation and arrange a free replacement, reshipment, or full refund.
- Lost in Transit: If an item’s tracking status remains “in transit” without updates for more than 21 days within the EU, we classify the shipment as lost and will issue a replacement or full refund.
5. Customs, Taxes, and Import Duties
- Within the European Union (EU): All prices in the IGN Europe Store include the statutory Value Added Tax (VAT) of your country of residence, collected and processed via the European Union One Stop Shop (OSS) scheme. No additional customs fees or import duties apply within the EU.
- Outside the EU (e.g., Norway, Switzerland, United Kingdom): For orders shipped to countries outside the EU Customs Union, products are sold exclusive of EU VAT. Local customs duties, import VAT, and courier clearance fees may be levied by your local authorities upon import. These fees are the sole responsibility of the customer.
6. Undeliverable Packages & Refused Shipments
If a parcel is returned to our warehouse because an incorrect/incomplete address was provided during checkout, or because the package was not collected from a local carrier pickup point within the required holding window, the shipment will be processed as a statutory withdrawal.
In cases of customer negligence, demonstrable costs incurred for the return shipping to our warehouse may be deducted from the credited refund amount.
7. Customer Support Contact
For all shipping inquiries, tracking issues, or address updates, please contact our European support team:
- Email: customersupport@emense.nl
- Company: eMense Events B.V. (Robert Peereboomweg 11, 2031 BC Haarlem, The Netherlands)
- Tip: Always include your Order Number in the email subject line for faster assistance.