FAQ

General Questions
How do I place an order?
Select the items you want from the THU Store. Choose the quantity and size of your item, add it to your cart, and click on "check out". Login or create an account to proceed. Insert your shipping address, select a payment method, and complete your order.

Can I cancel my order?
If you haven't received an e-mail saying that your order has been shipped, you're still on time to cancel it. Please see our Cancellation Policy for more information.


Are items dispatched together or separately?
It will depend on your order and quantity of items. Please read our Shipping policy for more information. Digital printed posters and statues are shipped separately to help ensure they arrive intact. Additionally, your order may have been shipped from separate warehouses and in these cases will arrive in separate packages.


Payment
Which payment options are available to me?
You can use Paypal and credit card (Visa and Mastercard) to pay for your order at THU Store.


Which currency can I buy in?
All prices at THU Store are displayed only in Euros. We suggest you look up the latest exchange rate, to better understand the prices.


Shipping
How much is shipping?
Shipping to all the world is free when you spend 30€ or more. To estimate shipping costs for a smaller order, please add items to your shopping cart. In the shopping cart you will be able to see the sipping costs for "EU" and "Rest of the World". To estimate shipping costs for order that weigh more than 2kg/4lbs please contact us at THU support. Please note that countries outside the EU zone might have to add Custom taxes on top of the shipping costs. We advise you to look up the information for international purchases in your country.


Which countries do you deliver to?
The THU Store delivers worldwide. Make sure to double-check your shipping address on checkout, as we will not be responsibile for delays or mis-shipments when an incorrect address is provided.


When will my order arrive?
After your order is processed and shipped, the estimation time is from 3 to 5 days inside EU and 3 to 10 days to the rest of the world. Please note that if you don't pick up your order at your local post-office within their limit dates and your order gets sent back to us, the THU Store will not be held accountable. You will have to pay a new shipment to get it back. Please be aware that we cannot deliver to PO boxes or APO addresses.


Can I track my order online?
Yes. You can track your order directly on our dispatcher’s website. After you placed an order you will receive an e-mail confirming that it was dispatched. There you will have a tracking number and a link to the site of the dispatcher.


Returns
Can I return my order?
Yes. As long as the items are in their original wrapping and haven't been used, you can return them. To return a product write to store@trojan-unicorn.com. Please read our Returns and exchange policy before contacting us.


Does it have any costs?
We cannot refund shipping unless the return is due to our error, damaged or defective merchandise. Please read our returns and exchange policy


Site Errors
Why am I Unable to Add items to my Cart?
Please be sure that the item you are trying to add is in stock. The sizes that are out of stock are dimmed and not able to be added to the cart. Other items will not have an “Add to Cart” button on the product page. If the item is in stock and you cannot add it, please first try to clear your cache and cookies, and refresh the product page. If you still cannot add it, please contact THU support for help.

If you experience an error while browsing in our store, please contact THU support. Please provide all information on the error you experienced, including error codes and screenshots.

If you are trying to add an available size and get an error that the item is out of stock, please contact THU support

If you need more information or your order is not found, please contact THU support.

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