Welcome to Our Frequently Asked Questions...

First of all a friendly note from the team at Discworld.com HQ we hope they help you find the answers you’re looking for.

If you have any further questions please don’t hesitate to email us on sales@discworld.com.

For an in-depth explanation of what you can and cannot do with Discworld® characters and ideas, please see the Intellectual Property Guidelines for Fans

 

Orders ~ Confirmation ~ Dispatch ~ Processing

I never received a confirmation email for my order, where is it?

It’s almost certainly in your junk mail folder. If it’s not there, contact us with your full name and the email address you used to place your order and we’ll let you know.

 

Orders are normally despatched within 7 days but can take longer, especially at the busiest times of year such as Christmas or if a product is out sourced. We always endeavour to send all orders as soon as possible, but this can vary depending on stock levels and the complexity of your order.

 

First class franked mail in the UK should arrive within a couple of days, but can take up to a week or more. Unfortunately, this is out of our control. The Royal Mail ‘International Signed For’ estimates: three working days to Western Europe, four working days to Eastern Europe and five working days for the rest of the world. Please note: These are Royal Mail general guidelines ONLY and are not guaranteed. Overseas deliveries can take anything up to six weeks, especially at busy times of the year.

 The dispatch note is your confirmation that your order, or part of your order, has been dispatched and is now in the hands of the postal/courier service. Our chosen couriers are Royal Mail, DPD and DHL – as long as you have submitted the correct phone number and email address you will hear directly from them with tracking information.

Yes. We don’t hold any credit card details locally, but our payment provider allows us to make an additional charge with your permission. Simply e-mail and let us know what you would like. Please bear in mind that carriage costs may also be affected when adding extra items. If the weight goes up, so does the postage cost.
I forgot to put in my discount code :/

Please get in touch and let us know the discount code and your order number. Providing we have your order we can apply the discount behind the scenes and refund the discounted amount back – as long as the provider allows.

Shipping ~ Delivery times ~ Delivery Issues

My parcel was returned. What can I do?
If you do not collect your parcel from the Post Office or chosen parcel shop in time and it is returned to us you will need to pay the extra postage required for re-delivery. The timescale within which you need to collect your parcel will be specified on the card left by your courier – this is totally out of our control. Also, please be aware that in some cases it can take several months for uncollected items to be returned to us. 
Just add the item(s) to the basket, go to the checkout and select the delivery country – the postage will be worked out for you automatically.

Due to the high number of parcels that go missing to student addresses we do not recommend using your halls of residence or shared accommodation/PO BOX Numbers as your delivery address. If you choose to have your parcel sent to your work address then you must be 100% confident in your own internal mail system. If you have no alternative we must repeat that this is at your own risk and we cannot be responsible for missing mail.  

Please check your tracking number if you have one or just get in touch – sales@discworld.com.

We are always happy to help with any queries you may have and can investigate any delays for you right away.

Payment & Accepted Methods

What credit cards do you accept?
We accept Visa Credit/Debit cards, MasterCard and American Express.
We also accept payments by PayPal and Apple Pay.

Returns ~ Refunds & Product Issues

My T-Shirt doesn't fit me, can I return it?
Please ensure you check the sizing chart per item. If your item has been brought as a gift and is the wrong size please contact us as to what we can do.
 
Almost all of the miniatures require some sort of assembly. Items such as brooms, hats, crossbows, swords etc are all supplied loose and will need to be glued into place.
All our kits will require preparation, assembly and painting and they do come unpainted.
We would like to think that all our garments are hand-washed by fairies on the banks of a crystal clear lake and then dried by bluebirds and butterflies over wildflower meadows. However, for the few that are machine washed, PLEASE do adhere to the washing instructions. DO NOT boil wash, tumble-dry or iron the image and make sure you wash the garments inside out.
 

Until we launch a fire and bombproof range we can’t claim that any of our products are indestructible and unless it’s down to a manufacturing fault after a reasonable amount of time, wear and tear is going to take its toll.

Intellectual Property ~ Artwork Usage ~ Fan Requests

Can I use your artwork as my avatar?

Yes, but it is always courteous to ask first.

No, our designs are copyright protected out of respect for the artists.

Yes, but it is always courteous to ask first and we would love to see a photo of the finished work! Upload it to our Facebook, Twitter or Instagram.

Yes, but you MUST ask first and the site MUST be a non-commercial fan-based Discworld site. ALL images MUST be clearly shown to be © Paul Kidby/Discworld.com and a note should also be included stating that permission has been obtained with a link back to www.discworld.com.  Most importantly the image must be reproduced in its original form and therefore must not be adapted or incorporated into any other work.

We have a range of prints that come framed, colour and sepia. We also carry unframed pencil prints and two fine art print; Lancre Map and Fresh Start Club. Prices start from just £38.00.

+++ I am sorry. It is hard to convey five-dimensional ideas in a language evolved to scream defiance at the monkeys in the next tree. +++