I FORGOT MY PASSWORD, WHAT CAN I DO?
If you have forgotten your password, click on the link "Forgot your password?" on the login page. You will then receive an email with a new password.
I HAVE PLACED AN ORDER, BUT I FORGOT TO CREATE AN ACCOUNT. CAN I STILL CREATE AN ACCOUNT?
You can always create an account - unfortunately it is no longer possible to link your order to this account. However, it is still possible to track your order. As soon as the order has been shipped, you will receive an email with a track & trace code in a confirmation email.
HOW CAN I SUBSCRIBE TO THE NEWSLETTER?
Would you like to be the first to know about our new products, collections, sales and promotions? Scroll down on the homepage https://store.mastersofhardcore.com and subscribe to the newsletter.
I PLACED AN ORDER, BUT I DID NOT RECEIVE A CONFIRMATION EMAIL, WHAT NOW?
It can take up to 30 minutes before you receive a confirmation email. Please also check the spam box. Sometimes it takes a bit longer to process the payment and therefore the confirmation email takes a bit longer as well. If you have not received a confirmation email after 24 hours, please contact our customer service via https://store.mastersofhardcore.com/en/service/. They can look up your confirmation and send it to you again.
WHAT PAYMENT METHODS ARE THERE?
You can only pay online with us. Payments are made via Multisafepay. We accept the following payment methods:
- Bank transfer
- Mister Cash
- SOFORT Banking
ARE THERE ANY DISCOUNT CODES?
If discount codes are active, you can find them on the website or via the social media channels. Make sure you have subscribed to our newsletter so you won't miss out on new promotions!
HOW MUCH SHIPPING COSTS DO I HAVE TO PAY?
The amount of shipping costs depends on the country in which you live. You can find the shipping costs in this link: https://store.mastersofhardcore.com/en/service/shippingcosts/.
I HAVE SEEN SOMETHING THAT IS SOLD OUT, WHEN WILL THIS PRODUCT BE BACK IN STOCK?
When a product is sold out, there is a good chance that this product will no longer be in stock. We always try to remain original and creative and therefore always come up with new designs. This makes our merchandise exclusive! You can add a product to your favourites to keep up to date on any re-stocks.
MY ORDER IS NOT COMPLETE, WHAT NOW?
This is of course not the intention. If your order is not complete, please contact our customer service. Send us a message at https://store.mastersofhardcore.com/en/service/ with your order number and the product you are missing. We will then make sure that you receive the missing product as soon as possible.
MY ORDER IS DAMAGED, WHAT NOW?
If you have received a damaged product, please contact our customer service department at https://store.mastersofhardcore.com/en/service/ and send us a photo of the damaged product. Make sure that the damage is clearly visible on the photo. We will then process it for you as soon as we have received it.
I HAVE RECEIVED THE WRONG PRODUCT, WHAT NOW?
If you have received the wrong product, please contact our customer service via https://store.mastersofhardcore.com/en/service/. Send us an email with your order number, the product you are missing and the product you have received. You can then return the wrong product to us. We will make sure that you receive the right product as soon as possible.
If you are returning a parcel that is defect and/or incorrect, please check with the customer service team what the correct shipping method is and/or how much it may cost. Not all extra options are needed. If you do not do this, you will be responsible for the extra costs and only the costs of a standard shipment will be refunded.
WHAT HAPPENS IF A PRODUCT IS NO LONGER AVAILABLE?
If a product is no longer available, you will receive a message from our customer service. You can then choose whether you would like to receive another product for the same amount or a refund.
HOW DO I CANCEL MY ORDER?
To cancel your order, please contact our customer service team at https://store.mastersofhardcore.com/en/service/. If the order has not yet been dispatched, we may cancel the order for you, but this will no longer be possible once it has been dispatched. If the order has already shipped, you can always return it upon receipt. You will then receive your money back.
CAN I STILL MODIFY MY ORDER?
As long as your order has not yet been packed and shipped, you can still modify your order. Please inform our customer service as soon as possible via https://store.mastersofhardcore.com/en/service/.
HOW DO I SEE WHICH SIZE IS RIGHT FOR ME?
Look in the product description to see which size you have. There you will find a size chart with the dimensions per size. If your size is not in stock, there is a good chance that it will no longer be updated.
WHICH SHIPPING METHODS CAN I CHOOSE?
At the moment we do not offer the possibility to choose between different shipping methods. We always ship our packages with DHL.
Please note that we will do everything in our power to honor your order in a timely manner, but we cannot guarantee a specific arrival date.
Please note: The delivery time is an indication, the actual delivery time can be different and is counted from the moment the package is handled and received at DHL. Many factors will influence shipping times and the courier will ultimately be responsible for delivery.
Delivery time *
1 business day
2 business days
3 business days
4 business days
5 business days
6 business days
|Land||Delivery time *|
|United Arab Emirates||2-4|
|United States of America|
* = excluding customs clearance process
I HAVEN'T RECEIVED A TRACK&TRACE CODE YET, WHAT NOW?
If you haven't received a track & trace code yet, please check your spambox first. If the code is not there either, please contact our customer service. They can provide you with a track & trace code.
MY ORDER HASN'T ARRIVED YET, WHEN CAN I EXPECT IT?
Have you still not received your product after the indicated shipping time? Please contact our customer service so they can check for you where the package is.
WHEN WILL PRE-ORDERS BE DISPATCHED?
Check the product description for the shipping date of your pre-order. If you have ordered multiple items together with the pre-order, the entire order will be sent in its entirety. This means that your order will be dispatched on the day of release.
If you would like to receive the remaining items in advance, please contact customer service. They can split your order and will ask you to pay the shipping costs again. Please note: these shipping costs are for your own account.
CAN I RETURN PRODUCTS?
It may be that items you have ordered are not as expected, therefore you can return them to us within 30 days of receiving your order and we will refund your money to your account. Exchange is unfortunately not possible.
For more information about returns, please visit our returns page. Click here.
Please note: CD's & vinyls of which the seal has been broken cannot be returned.
HOW CAN I RETURN PRODUCTS?
Returning an order within Europe? Click here to go to the returns portal.
Are you returning an order outside Europe? Then the products can be returned to the address below. Do not forget to fill in the return form and send it along with your return package.
Masters of Hardcore store
1047 HP Amsterdam
DO I HAVE TO PAY TO RETURN PRODUCTS?
The costs of returning products are for your own account.
HAVE YOU RECEIVED MY RETURN PACKAGE?
You can follow your shipment via the track & trace link. It can take up to 14 days before the return process is completed.
CAN I EXCHANGE A PRODUCT FOR THE SAME PRODUCT IN A DIFFERENT SIZE?
Unfortunately it is not possible to exchange via our store. As soon as you have returned a product, you will receive your money back. You can re-order the product in another size.
WHEN WILL I RECEIVE MY MONEY BACK?
We will refund you immediately after your return shipment has been approved and processed. Masters of Hardcore will refund the amount of the returned items (excluding shipping costs - provided you return your entire order) within 14 business days to the same bank account used to make the purchase. Unfortunately, it is not possible to refund the purchase amount to another bank account.
How much time it takes for the money to reach your bank account depends on your payment method:
iDEAL: within 3 business days
Credit card: within 10 business days
Paypal: within 6-10 business days
If the goods purchased by you are defective, we will fully comply with the statutory warranty regulations (i.e. you may expect the product for which it is intended).
Please contact customer service for this. Please let us know which defects you have found and send clear pictures of them. We will then assess this and deal with it personally on a case-by-case basis.