Question 1

Can I edit or cancel my order?

Accepted Answer

If you want to edit or cancel your order, please send us an email as soon as possible to support@cinereplicas.com. However, we cannot guarantee that we will be able to edit or cancel your order since we are unable to make edits on orders that are currently being prepared.

Question 2

Can I change my billing address?

Accepted Answer

Unfortunately, we are unable to edit your billing address when your order is confirmed.

Question 3

Can I change my shipping address?

Accepted Answer

If you want to change your shipping address, please send us an email to support@cinereplicas.com and we will do everything we can to help. However, we cannot guarantee that we will be able to edit your address since we are unable to make edits on orders that are currently being prepared.

Question 4

My order is a gift, can I add a personalized note?

Accepted Answer

Unfortunately, the option to add a message in your order is not available. During check-out, you will have the option to leave a note, but this note is only to communicate with our team and your message will not be included in your package.

Question 5

What happens if my order arrives incorrectly or damaged?

Accepted Answer

If, despite our vigilance, you have a delivery mishap, please accept our apologies. We take such matters very seriously and will look into individual cases thoroughly. Please contact us at support@cinereplicas.com to explain what is wrong with your order and add pictures if applicable. We will get back to you as soon as possible.

Question 6

I didn't receive my gift card, what can I do?

Accepted Answer

If you purchased one of our virtual gift cards and did not receive it by email, please check your junk box first and then let us know by email at support@cinereplicas.com. We will be happy to help!

Question 7

What kind of payments do you accept?

Accepted Answer

We accept CB National, Visa, MasterCard, e-Carte Bleue, Discover and American Express as well as PayPal. You can also choose to pay through a bank deposit. You can read more on our Payment Page.

Question 8

Is it safe to pay through your site?

Accepted Answer

Yes, your online security is our top priority! Bank data are encoded with the SSL system (Secure Socket Layer) which prevents the data from circulating openly. Payments are made directly from bank to bank. Cinereplicas.com cannot get access to the customer's bank data and does not keep any records of it on the server.

Question 9

Will I be charged bank fees?

Accepted Answer

The amount you will see and pay during checkout is in USD. Depending on your country and your bank, International Bank Fees might be charged. We would advise you to contact your bank prior to your purchase as Cinereplicas will not be held responsible for these fees.

Question 10

Can I pay in other currencies other than USD?

Accepted Answer

All our prices are in USD on this website. However, if you visit cinereplicas.eu, payment in EUR will be available and we have special shipping rates for other countries outside the US!

Question 11

Which countries do you ship to?

Accepted Answer

We ship internationally!We ship to all the countries below and if your country is not part of this list, we are unfortunately unable to ship to you, but please contact us at support@cinereplicas.com to tell us where you would like us to deliver in the future.We ship to:Australia, Bangladesh, Bhutan, Cambodia, Canada, China, Hong Kong, India, Indonesia, Japan, Korea, Laos, Macao, Malaysia, Maldives, Mexico, Mongolia, Nepal, New Zealand, Pakistan, Philippines, Singapore, Sri Lanka, Taiwan, Thailand, United States, Vietnam

Question 12

Can I use a mail forwarding service to ship to my country?

Accepted Answer

You are free to use a mail forwarding service. But, please understand that Cinereplicas will not be held responsible for any shipping issue or defect due to transport, and your items will not be refundable or exchangeable.

Question 13

How much are shipping fees?

Accepted Answer

For all information on shipping fees, please visit our Shipping Page.

Question 14

I bought something on backorder, when will i receive it?

Accepted Answer

If, on the product page, you can see that an item is backordered, it means that we do not have stock in hand and we will send it to you as soon as we do. Usually, the expected shipping date is annotated on the product page.

Question 15

Will I be charged custom fees?

Accepted Answer

All our rates are excluding customs fee and customs could charge the recipient. All customs fees are charged to customers from the national territory of the recipient, unrelated to Cinereplicas.com. Therefore we take no responsibilities in the payment of this fee. If you need further information about customs fees, please contact the customs services of your country. If your parcel is returned because custom fees are not paid in time or if you fail to complete clearance, Cinereplicas will have to deduct the return fees from your refund.

Question 16

I don't want to pay the custom fees, what happens next?

Accepted Answer

If you fail to complete clearance or if the custom fees are not paid on time, your parcel will be abandoned and destroyed. We will not be able to provide a refund to your order.

Question 17

How long will it take to receive my parcel?

Accepted Answer

It entirely depends on your country and which type of delivery you chose. Typically, a standard delivery takes around 4-10 business days to be delivered and express delivery takes around 1-3 business days. As it varies for every shipping zone and country, please visit our Shipping Page for your expected delivery time.

Question 18

Where is my parcel?

Accepted Answer

If you haven't received your tracking number yet, it means that we are still preparing your order and you will receive an automatic email soon with your tracking details. If you have your tracking number, please refer to its updates. If your tracking number hasn't been updated in more than 7 business days, please contact us at support@cinereplicas.com and we will help you find your parcel.

Question 19

My tracking number says delivered but I haven't received anything, what can I do?

Accepted Answer

If your tracking number announces your parcel as delivered, please check in your mailbox or with your neighbors to see if your package was indeed delivered. If you still cannot find your parcel, please let us know by emailing us at support@cinereplicas.com

Question 20

My parcel was returned, what happened?

Accepted Answer

If you did not write your address properly or if the entered address is invalid, your parcel might be automatically returned to us. Upon reception of the goods, we will refund the value of the products but will not refund the shipping fees.

Question 21

What is your return policy?

Accepted Answer

Before asking for a return, please make sure that all the below conditions are respectedYou received your package less than 14 days ago.Your item is in original condition in its original packaging with all hangtags attached.Your item is unwashed and unwornYour item is not a mystery pack or a promotional item.Please note that if you return an item without an RMA# (Return Merchandise Authorization number) or without meeting the above conditions, we will not honor the refund. We are not responsible of any damage that can be caused by a forwarder and can not refund a product that you received by a third-party redirector.

Question 22

How to return an item?

Accepted Answer

Return instructions:Please check if your item is refundable.Send an email to support@cinereplicas.com specifying your order number, the product(s) you wish to return, the reason(s) for which you wish to return them and please attach pictures.If your request is approved, you will receive an approval email with a RMA# (Return Merchansise Authorization number) and shipping guidelines.Please include your RMA# (printed or written on a blank paper) inside the return package. A return package without any valid RMA# will not be refunded.Send your return within 14 days of reception of your RMA#.Once we have inspected the return items, your refund will be credited back depending on your payment method.Please note:We highly recommend you to send your package with a tracking number, or even better to send it as registered mail.We are not responsible and cannot proceed with the refund if the parcel is lost during the return process.Shipping fees are not refundable.

Question 23

What is the refund processing time?

Accepted Answer

Returns will be handled as soon as possible upon their arrival at our warehouse, this may take up to 10 business days. If you haven't received your refund after 10 business days, send us an email to support@cinereplicas.com and we will be happy to investigate.

Question 24

Will I be charged restocking fees for my return?

Accepted Answer

Up to 20% restocking fee may apply for returns not due to mistakes on the part of Cinereplicas or due to damage in transit.

Question 25

What is your exchange policy?

Accepted Answer

Before asking for an exchange, please make sure that all the below conditions are respected:You received your package less than 14 days ago.Your item is in original condition in its original packaging with all hangtags attached.Your item is unwashed and unworn.Your item is not a mystery pack or a promotional item.You can only exchange an item for the same item in a different color or size.Please note:You will be responsibe for the intial shipping cost when returning the product you want to exchange. However, Cinereplicas will cover the cost of shipping the newly-exchange item to you.If you return an item without an RMA # (Return Merchandise Authorization number) or without meeting the above conditions, we will not honor the exchange.We are not responsible of any damage that can be caused by a forwarder and can not exchange a product that you received by a third-party redirector.

Question 26

How to exchange an item?

Accepted Answer

Exchange instructions:Please check if your item is exchangeable.Send an email to support@cinereplicas.com specifying your order number, the product(s) you wish to exchange, the size/color you wish to exchange to, the reason(s) for which you wish to make an exchange and please attach pictures.Don't forget to tell us which item(s) you would in exchange so we can check the availability.If your request is approved, you will receive an approval email with a RMA# (Return Merchandise Authorization number) and shipping guidelines.Please include your RMA# (printed or written on a blank paper) inside the return package. A return package without any valid RMA# will not be refunded.Send your return within 14 days of reception of your RMA#.Once we have inspected the returned items, we will have the new item(s) prepared and we will get back to you quickly with a tracking number.We highly recommend you to send your package with a tracking number, or even better to send it as registered mail. We are not responsible and cannot proceed with the refund if the parcel is lost during the return process.

Question 27

What is the exchange processing time?

Accepted Answer

Returns will be handled as soon as possible upon their arrival at our warehouse, this may take up to 10 business days. When your return is confirmed by our team, we will send you the new item and will get back to you by email with the new tracking number.

Question 28

Are your products officially licensed?

Accepted Answer

Yes, we have official licenses from major film studios which means all our products comply strictly to each licensor's guidelines.

Question 29

How to recognize a real product and a counterfeit?

Accepted Answer

We constantly fight against counterfeiting and do our best to block and end illegal activities!Our products will always come with:Our brand title and logo CINEREPLICASLegal mentions from our licensorsYou can recognise a website that sells counterfeit products by:Their abusive sale conditionsThe products that do not have official mentionsThe blurry and low quality picturesThe difference between price and product valueIf you have doubts about a website or a profile that could be selling Harry Potter products without a license, please inform us via email infringements@cinereplicas.com and we will take necessary actions. However, Cinereplicas does not guarantee nor endorse any responsibility regarding the counterfeit products or any product that is not manufactured by our factories. If you believe you have purchased a counterfeit product, please contact the product seller directly.

Question 30

How to personalize my Quidditch robe?

Accepted Answer

When you order a Quidditch Robe, you will receive the matching heat transfer papers (7 large numbers, 14 small numbers, 52 large letters, 52 small letters) to personalise the robe yourself. But don't worry, step by step instructions are provided for you to follow!

Question 31

Can I buy a broom second-hand?

Accepted Answer

You might find some of our brooms second-hand on other website or on marketplaces. Please make sure that it includes the certificate of authenticity when buying it. Without it, we cannot guarantee its authenticity and the broom does not hold any value.

Question 32

Where can I find my size guide?

Accepted Answer

Each product comes with its own sizing, and therefore, their own size guide. You can find the size chart on the product page, with a link right under the size choice drop-down menu and as one of the product pictures.

Question 33

How does kids sizing work?

Accepted Answer

We currently have only one kid size, which is equivalent to an XS. You can find the measurements of the Kid size on all our size charts, on the KIDS (XS) line.

Question 34

The item I want is unavailable/ out of stock, when will it get restocked?

Accepted Answer

If the item you want is out of stock, chances are that we are currently working on getting it ready for you quickly! However, if you are looking at one of our items from the Archives, they have been discontinued and will not be back in stock. We are very sorry about that but it means that new exciting products will be released soon!

Question 35

Why is the Nimbus 2000 not available for purchase?

Accepted Answer

Thank you for your interest in this product, unfortunately, all 10,000 pieces of the Nimbus 2000 have been sold out for good and this edition won't be re-produced.However, we have a 1:2 scale edition of the broom called the Nimbus 2000 Junior available for purchase.

Question 36

Which products can I use my discount code on?

Accepted Answer

You can use your automatic promo code on all products with the exception of:Collectibles like the Nimbus 2000, Newt Scamander suitcase, etc.Sales itemsSpecial setsGift cards

Question 37

I need help with the welcome code.

Accepted Answer

You will automatically receive the welcome code by email after registering to our newsletter. Please make sure that your order follow the requirements for this discount code:It is valid with a minimum order of €60This offer cannot be applied on gift cards and collectibles (like the Nimbus 2000 or Newt Suitcase etc.)It can only be used onceIt cannot be used in conjunction with any other offers (including but not limited to discounted packages and already discounted items)Please note that the 10% discount code is only applicable for a period of 30 days starting from the date of receiving the welcome email. After this duration, the discount code will no longer be valid.

Question 38

How do I apply a discount code?

Accepted Answer

To use a promotional code, please follow these steps:Proceed to checkoutEnter your Promotion Code at the box indicating "Promotion Code"Simply type or copy and paste the promotional code in the text field.Don't forget to click on "apply" and your discount will be applied.

Question 39

Can I use two discount codes at the same time?

Accepted Answer

Unfortunately, it is impossible to apply two discount codes in the same order! Please make sure that you are using the code that is the most advantageous for you before completing your order as we won't be able to make any edits on your discount once your order has been placed.

Question 40

Do I get points from any purchase?

Accepted Answer

Yes, you get points no matter what product you buy, even if it's on sale or a collectible!

Question 41

Can I use my voucher with another discount code?

Accepted Answer

Unfortunately, you can only use one discount code at the time. Please make sure that you are using the one that is the most beneficial for you, as we won't be able to edit your discount code savings once your order is placed.

Question 42

I need to return a product I purchased with a voucher, will I get a full refund?

Accepted Answer

We will be able to refund only the money you spent. For you to get a full refund, we will issue a new voucher of the same amount and the same conditions. This is only applicable for vouchers received through our loyalty program.

Question 43

What are the conditons for me to redeem my voucher?

Accepted Answer

You need to have an account on Cinereplicas. Log in or create an account to be able to you to redeem your rewards.

Question 44

Do I get points when I purchase a gift card?

Accepted Answer

No, you don't receive points when you buy a gift card but you will receive the points when you place an order with your gift card.

Question 45

Can I use my loyalty voucher on any order?

Accepted Answer

Yes, you can use your voucher on any order, no matter your cart total or the products you are getting.

Question 46

Can I transfer my points to another website?

Accepted Answer

Points earned on cinereplicas.eu must be used on cinereplicas.eu. No transfers to cinereplicas.fr or cinereplicas.com are possible.

Question 47

Do I keep my points if I return a product?

Accepted Answer

No, as soon as a product is refunded from your order, the relative points will be removed from your account.

Question 48

How does your loyalty program work?

Accepted Answer

Our loyalty system works with points. You receive points as soon as you place an order on cinereplicas.com and by following us on Instagram, TikTok or Facebook. You can then turn your points into coupons!

Question 49

How can I keep myself updated for promotons and new products?

Accepted Answer

We would love to keep you updated. You can subscribe to our newsletter, or follow us on our social media accounts: Facebook, Instagram, Tiktok, Pinterest, and YouTube

Question 50

I tried contacting you by email but I don't have an answer yet.

Accepted Answer

Thank you for your message and sorry about the inconvenience! Please rest assured that we will read your email or message and respond as soon as possible. If you haven't heard back from us in more than 3 business days, please send us a new email at support@cinereplicas.com to make sure that we received your first message.

Question 51

Do you accept partnerships with content creators?

Accepted Answer

We are always happy to learn about new content creators, no matter what platform you are posting on. Please fill out this form to express your interest in collaborating with us. Next, please send us an email to support@cinereplicas.com with all the links to your accounts and we will happily forward it to our marketing team! Perhaps they will contact you for a future campaign!

Question 52

How can I access my account?

Accepted Answer

The creation of an account is not mandatory in order to purchase on Cinereplicas.If you already have an account, you can log in here.If you want to create an account, please click here.

Question 53

Is it mandatory to register to shop on Cinereplicas?

Accepted Answer

No, but we do recommend registration. By becoming member, you will receive news about our latest updates (promotions, new products etc). You also save time upon your next purchases as your information will also be pre-entered.

Question 54

I want to become a retailer, what should I do?

Accepted Answer

First of all, thank you for your interest in Cinereplicas' products! We highly value all our partners, operating both via webstores or physical stores. To become one of our retailers, you need to be an official company to access our wholesale prices.Please send us an email to support@cinereplicas.com with all the below information:Where is your company located?Do you already sell Cinereplicas items?Where do you intend on selling Cinereplicas products?Is it on your website, your brick and mortar store, marketplaces, Amazon etc.?Which country will you sell Cinereplicas products in?

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