Fanbase customer service
From Monday to Friday, from 9:00 a.m. to 4:00 p.m
E-mail:
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You can find the estimated delivery time right on the product page or in your shopping cart.
After placing your order, we'll email you a confirmation with the exact delivery date.
You can easily track your order anytime using the link in the email.
If you need to make changes to an existing order, please contact us via email or chat.
The easiest way to cancel your order is through our order tracking page. You can also cancel by emailing or chatting with us and providing your order details.
For every order, you will receive an electronic invoice with VAT, sent to your email address.
We reward our Fanbase customers' loyalty with FanTokens. On this subpage, we've compiled information on how you can earn Tokens.
You can pre-order pre-order products on the webshop. Anyone who meets the pre-order conditions can pre-order.
Pre-ordering allows you to reserve products that are not yet immediately available in our warehouse but are expected to be released in the future. By pre-ordering, you can secure priority and often benefit from a special pre-order price upon release.
You can place pre-orders for products marked with the "Pre-orderable" status in the webshop.
We collect these products here:
Pre-orderable products
If a product is available for pre-order, you will see a "Pre-order" button on the product page. By clicking on this button and confirming your pre-order intention, you can place your pre-order, provided you meet the pre-order conditions (see the following questions).
Pre-orders are only available to registered users who have a verified phone number in their account.
To verify your phone number, you can enter it in your account after registration and authenticate it with a code received via SMS.
The estimated release date is indicated on the page of each pre-orderable product.
Please note that this is the estimated date provided by manufacturers and distributors, which is subject to change, or the production/release of the product may even be cancelled.
Some products are expected to be released within 1-2 weeks, while others will only be released next year.
There may also be products that manufacturers only produce based on pre-orders.
Based on our experience, you can generally expect a delay of -2/+3 months from the estimated release date.
This means pre-ordered stock may arrive as early as 2 months before or as late as 3 months after the anticipated date.
Even longer delays are possible, but this is what we generally observe.
There can be several reasons for a delay with a product that has not yet been manufactured or shipped, e.g.
- Manufacturing issues: The most common reason is a change in the release date indicated by the manufacturer. This may be due to production problems, component shortages, logistical difficulties or other unexpected events.
- Shipping issues: Although less common, delays can occur when products are shipped from the factory to distribution centers. E.g., the stock is damaged/destroyed in an accident and needs to be replaced.
- Unexpected events: Force majeure situations (e.g., natural disasters, epidemics) can also affect production and shipping.
As soon as the pre-ordered product arrives in our warehouse, we will send you an email notification.
You can also track the status of your pre-order in the "My Pre-orders" section of your user account.
You can find your pre-orders in your user account under "My Pre-orders".
No, placing a pre-order does not obligate you to make a purchase.
You can cancel your pre-order at any time in the 'My Pre-orders' section of your user account by clicking the 'Cancel' button.
Yes, you can add multiple released pre-orders to your cart at the same time and place an order for them.
In addition, you can add other "available" products from the webshop to your cart along with your released pre-orders and order them together.
The pre-order quantity may vary per product. You can see the maximum number of pre-orderable items on the product page. (If not indicated, there is no limit)
If you need more of a product than you originally pre-ordered, and the product is still available for pre-order, you can place a new pre-order for the desired quantity, subject to the terms and conditions.
If a pre-ordered product becomes available in the webshop before your pre-order arrives in our warehouse, it means that a new batch has become available from our supplier, allowing us to serve customers beyond those who pre-ordered.
Your pre-order remains valid under the original terms, and you will receive a notification as soon as the product arrives in our warehouse.
Since you placed your pre-order earlier, it will be fulfilled before orders placed now.
Our system can only apply the pre-order price if the product has arrived in our warehouse and is added to the cart through the "My Pre-orders" menu.
