Riot Merchandise FAQ
The Riot Games Merchandise Store is still in beta and, while it's functional right now, we're continuing to improve the overall experience. Expect to see changes along the way as we evolve the site and our catalog.
If you've ever wanted to get your hands on Tibbers and Poro plushies, now is your chance!
How can I find my order?
You can view your order on the merchandise website by clicking on the person icon at the top of the screen, or by checking the email that you used to place your order.
Can I pre-order stuff?
There may be products that will be available for pre-order. Keep in mind this will not be true for all new products we release.
Can I cancel my order?
Yep. Orders can be cancelled within 30 minutes of placing them on the merchandise website. You can cancel your order by pushing the big red "CANCEL ORDER" button while you are viewing it.
Please note: Guest orders can be canceled by looking up the order on the sign-in page.
Why isn't my country on the shipping/billing list?
You can select your region in the upper right-hand corner of the page; once you've done so, the item can be shipped to a verified address within that region.
Can I buy a gift card?
Gift cards aren't currently available, but it's something we're considering for the future.
When will an item be back in stock?
We cannot guarantee an exact time for any item to be restocked. However, limited edition items may not ever be restocked (hence why they are limited edition!)
Can I make purchases in another region's store?
No. At this time, each region's store will only deliver to that region's dedicated geographical area.
How does shipping actually work?
Since Poros aren't very effective at delivering things to people (they're easily distracted by snacks), we're partnering with with various renowned couriers, such as UPS and i-parcel, to ship merch your way.
What countries do we ship to?
United States, Canada, Germany, France, United Kingdom, Sweden, Poland, Spain, Denmark, Norway, Greece, Netherlands, Portugal, Belgium, Italy, Austria, Finland, Switzerland, Czech Republic, Romania, Hungary, Ireland, Turkey, Korea, Taiwan, Singapore, Hong Kong, Australia, New Zealand.
How fast can I get my stuff?
We currently offer a flat shipping speed for all orders, which varies by country/region. Our North American and Asian orders ship from Chicago, USA while our European orders ship from Berlin, Germany.
How can I track my order?
You can view your tracking number on the merchandise website by clicking on the 'sign in' link at the top of the page. We also mail tracking information to the email you provided at checkout.
How do customs and taxes work?
The burden of any customs charges or additional taxes imposed by the destination country lies on the recipient of the international shipment (in this case, you). Governments set these fees, so we can't change them in any way. Customs and import taxes vary greatly from country to country and we do our best to estimate these charges for you whenever possible, but ultimately we can't guarantee what the final cost will be.
The best way to avoid unexpected customs charges is to be aware of local regulations on imported goods in your country or region.
What do I do if my stuff doesn't arrive?
Don't panic! Check the tracking number and see if the courier still has the package. It's also a good idea to contact the courier directly and reschedule a delivery or clarify any confusion with the address.
Please note: "Out for delivery" courier status usually covers a 24 hour period.
If the courier can't deliver the order, it will be returned to the warehouse and your purchase will be refunded automatically.
What payment methods do we accept?
Right now we are accepting several major credit cards (Visa, MasterCard and American Express), PayPal, and Sofort (EU only), but we're working on expanding our available payment methods. Soon (tm).
Can I get a refund?
Sure, but you will first need to return the stuff you ordered. Once it arrives at our warehouse (and provided the condition of the items and the packaging was unaffected) we will automatically process the refund for you within 2 weeks. Please make sure all items sent back are in new or unopened condition. Please see the Returning Stuff section below for more details.
Why do I see an additional charge for the item I purchased?
While our prices are listed in local currencies on the merchandise website, the transactions are made in currency specific to each region. Some credit card companies and banks charge additional currency conversion fees which will appear on your statement as a separate entry. To avoid unexpected charges, please check the policy of foreign currency transactions with your bank or credit card company before adding to your loot hoard.
Transaction currency in each region:
North American Region: US Dollars ($)
European Region: Euro (€)
Asia Pacific Region: US Dollars ($)
What items are eligible for return?
As long as it is in the same condition in which you received it (including packaging), it's eligible for return. It's okay if you tried on a piece of clothing once, but we can't accept an item that's clearly seen some use.
Please note: We are not responsible for lost or damaged returns.
How can I make a return request?
You can request a return on the merchandise website. Sign into the website, select My Orders and click on the Return link next to the order to start the process.
Please note: A packing slip is created when you initiate a return; you must include this in the box with your return order.
Do I have to pay for return shipping?
What do I do if I get a damaged item?
Please let us know by submitting a ticket. You can also do so by following the returns process on the merchandise website.
How long do I have to return an item?
You can initiate a return within 45 days of purchase. After you initiate a return, you have 14 days to send the item back to us.
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