Physical Goods Process & Policy

Order Processing Times

All physical items purchased through the FACEIT Shop (e.g. accessories, apparel) are processed shortly after your order is placed.

Once an order has entered processing, we cannot guarantee any amendments (such as, cancellations, or item modifications). If you need to request a change, please contact us as soon as possible, while we’ll do our best to help, it may not always be possible once the order is being prepared for dispatch.

In rarer cases, dispatch may be delayed due to:

• Out-of-stock items
• Incorrect or incomplete shipping addresses

If a delay occurs, we’ll update the order status with a note explaining the reason.

Please note that address changes or updates may no longer be possible 3 days after an order has been placed. Once an order enters the processing, packaging, or dispatch stages, our warehouse and shipping operations begin preparing the shipment automatically. Due to these operational procedures, we cannot guarantee that delivery details can still be modified at that stage. We therefore strongly recommend ensuring that all shipping information is correct before completing the order.

Delivery Timeframe

The expected delivery timeframe is up to 31 business days. While most orders arrive much sooner, this window accounts for:

• Customs clearance delays
• Shipping carrier issues
• Delivery failures

All tracking information will be:

• Updated under ‘Your Orders’
• Sent via email or sms by the Vendor once dispatched

Please do not contact us before the 31 business days have passed, unless there’s been no movement on your tracking for an extended period. We’ll provide updates through ‘Your Orders’ when available.

Shipping Locations and Rates

We ship to a wide range of locations worldwide. Please refer to the table below for details on shipment costs, free shipping thresholds and estimated delivery timeframes.

For more information as to where each country resides, please refer to the below:

Europe Zone 1: Andorra, Austria, Belgium, Czech Republic, Denmark, Finland, France, Great Britain, Hungary, Italy, Luxembourg, Monaco, The Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican City.

Europe Zone 2: Albania, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Estonia, Faroe Islands, Greece, Greenland, Iceland, Ireland, Latvia, Liechtenstein, Lithuania, Malta, Montenegro, Norway, Serbia, Switzerland.

RoW: Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bolivia, Bonaire Eustatius Saba, Botswana, Brazil, Brunei, Burkina Faso, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Chad, Chile, Colombia, Comoros, Congo, Costa Rica, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, French Guiana, French Polynesia, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, India, Israel, Jamaica, Japan, Jordan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lesotho, Liberia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Mongolia, Montserrat, Morocco, Mozambique, Nauru, Nepal, New Caledonia, New Zealand, Nicaragua, Nigeria, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Rwanda, St. Lucia, St. Pierre and Miquelon, St. Vincent, Samoa, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Solomon Islands, South Africa, South Korea, Sri Lanka, Suriname, Tajikistan, Tanzania, Thailand, Togo, Trinidad and Tobago, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, USA, Uruguay, Uzbekistan, Vanuatu, Vietnam, Wallis and Futuna, Zambia, Zimbabwe.

Please note, we currently do not ship to the following locations: Afghanistan, Algeria, Belarus, Burundi, Central African Republic, China, Cuba, Gabon, Guatemala, Indonesia, Iran, Iraq, Ivory Coast, Kazakhstan, Kosovo, Lebanon, Libya, Myanmar, Namibia, Niger, North Korea, Palestinian Territories, Republic of Moldova, Russia, Somalia, South Sudan, Sudan, Syria, Tunisia, Ukraine, Venezuela, Yemen.

Taxes & Customs Charges

We cover all standard delivery fees, but please note:

• Customs duties, taxes, or clearance charges may be applied by your local customs authority
• These charges are the responsibility of the recipient and are typically requested once your item is in transit
• You’ll receive instructions via email or SMS from the courier or vendor if payment is required 

Please make sure your contact information is correct at checkout to avoid delays in customs clearance and shipment times.

ESL FACEIT Group, Refunds and Exchanges

As part of our operation model, we may work with various ESL entities across regions to manufacture, produce and ship your order to ensure we are providing you with a standout experience

• For orders placed from within the United States of America, your order will be entered into with ESL Gaming America Inc., who shall process payment and order fulfilment; or

• For order placed from the rest of the world, your order will be entered into with ESL FACEIT GROUP GER GmbH, who shall process payment and order fulfilment.  

Wearable Products (Apparel, Accessories such as Socks, Backpacks)

You may return any wearable item for a refund or exchange within 30 days of receipt, provided the following conditions are met:

• Items must be unworn, unwashed, and unmodified
• Items must be free from strong odours (e.g., perfume, detergent, cigarette smoke)

Exchanges are only available for:

• The same item in a different size
• Faulty goods

Non-Wearable Products (e.g. Collectible Trading Cards, Water Bottles)

You may return non-wearable items within 30 days of receipt, as long as they are:

• Unopened
• In their original condition 

We cannot accept returns that do not meet these criteria, and such items will not be refunded or returned to you.

How to Arrange a Return or Exchange

To start a return:

1. Create a support ticket via Customer Support within 30 days of receiving your item. Include:
    
   • Your Order ID
   • The product name
   • Reason for return
2. We’ll provide the warehouse return address.
    
   • You can return the item using any carrier of your choice.
   • We recommend using tracked delivery, as we cannot accept liability for lost packages. 

Please note: We currently do not provide return labels, and return shipping is at your own cost.

Cancel My Order

If your order hasn’t been processed yet, you may request a refund within 5 working days of purchase. Refunds are not guaranteed once fulfilment begins.

FAQs

Who fulfils my order? 

ESL FACEIT Group operates as a single company made up of multiple entities, including both ESL and FACEIT. We may work with different affiliated entities throughout your order journey. 

Can I return or exchange my order? 

Yes. Most items can be returned or exchanged within 30 days of receipt, provided they meet the return conditions.

How long will it take to get my order?

We provide an expected delivery timeframe of up to 31 business days. This accounts for order processing, picking and dispatch, and potential delays such as shipment courier delays, incorrect address or delivery failures, and high demand periods.

However, most orders arrive much sooner. Once your order is processed and handed over to the courier (DHL or UPS), delivery typically takes 2–15 business days, depending on your location.

We provide the longer timeframe to manage expectations and ensure transparency, but we aim to get your order to you as quickly as possible.

My order hasn’t been dispatched after 5 business days. What should I do?

We aim to dispatch all physical goods within 5 business days. If it has been longer and no status updates have appeared in your ‘Your Orders’ section, feel free to reach out to Customer Support with your Order ID. Please note that during periods of high demand or if stock issues occur, processing may take a little longer; but we’ll always aim to keep you informed.

It’s been over 31 business days and my order hasn’t arrived. What now?

If tracking shows your order is still in transit, please only contact Customer Support if there has been no movement or delivery attempt for an extended period.

Sometimes, orders can exceed 31 business days due to customs delays, failed delivery attempts, or courier issues. We’ll work with our logistics partners to resolve any delays and support you with next steps.