Riot Merchandise FAQ



The Riot Games Merchandise Store is still in beta and, while it’s functional right now, Riot will continue to improve the overall experience. Expect to see changes along the way as Riot evolves the site and catalog.

If you've ever wanted to get your hands on Tibbers and Poro plushies, now is your chance!
 



SHOPPING

 

How can I find my order?

You can view your order on the merchandise website by clicking on the person icon at the top of the screen, or by checking the email that you used to place your order.

 

Can I pre-order stuff?

Not right now, but Riot is working on ways to notify players and help them secure items as soon as they come in stock.

 

Can I cancel my order?

Yep. Orders can be cancelled within 30 minutes of placing them on the merchandise website. You can cancel your order by pushing the big red "CANCEL ORDER" button while you are viewing it.

Please note: Guest orders can be canceled by looking up the order on the sign-in page.

 

Why isn't my country on the shipping / billing list?

You can select your region in the upper right-hand corner of the page; once you've done so, the item can be shipped to a verified address within that region.


 

Can I buy a Gift card?

Gift cards aren't currently available, but it's something that Riot is considering for the future.

 

When will an item be back in store?

One of the major benefits of a beta launch is that it helps Riot learns which items you really love. Riot can’t promise that every item will be available in unlimited amounts, but will continue to bring in new stock for fan favorites and release new content as often as possible over the coming months.

 


 

SHIPPING

 

How does shipping actually works?

Since Poros aren't very effective at delivering things to people (they're easily distracted by snacks), Riot is partnering with various renowned couriers, such as UPS, FedEx and DHL, to ship merch your way.

 

What countries does Riot ship to?

United States, Canada, Mexico, Chile, Germany, France, United Kingdom, Sweden, Poland, Spain, Denmark, Norway, Greece, Netherlands, Portugal, Belgium, Italy, Austria, Finland, Switzerland, Czech Republic, Romania, Hungary, Ireland, Turkey, South Africa, Korea, Taiwan, Singapore, Hong Kong, Australia, New Zealand.


 

How fast can I get my stuff?


Riot currently offers a flat shipping speed for all orders, which varies by country/region. Since Riot Merch is still in beta, Riot can't guarantee a timeframe on delivery just yet.

 

How can I track my order?

You can view your tracking number on the merchandise website by clicking on the 'sign in' link at the top of the page. Riot also mails tracking information to the email you provided at checkout.

 

How do Customs and Taxes work? 

The burden of any customs charges or additional taxes imposed by the destination country lies on the recipient of the international shipment (in this case, you). Governments set these fees, so Riot can't change them in any way. Customs and import taxes vary greatly from country to country and Riot do their best to estimate these charges for you whenever possible, but ultimately Riot can’t guarantee what the final cost will be.

The best way to avoid unexpected customs charges is to be aware of local regulations on imported goods in your country or region.

Please note: Some countries outside of EU (e.g. Norway, Switzerland, South Africa and Turkey) may impose additional charges based on individual customs inspections. Please check your local customs regulations to avoid unpleasant surprises!

 

What do I do if my stuff doesn't arrive?

Don't panic! Check the tracking number and see if the courier still has the package. It's also a good idea to contact the courier directly and reschedule a delivery or clarify any confusion with the address. 

Please note: "Out for delivery" courier status usually covers a 24 hour period.

If the courier can't deliver the order, it will be returned to the warehouse and your purchase will be refunded automatically.

 


 

PAYMENT


What payment methods do we accept?

Right now the Riot Merch is accepting several major credit cards (Visa, MasterCard and American Express) and PayPal, but Riot is working on expanding our available payment methods.

 

Can I Get a refund?

Sure, but you will first need to return the stuff you ordered. Once it arrives at Riot's warehouse (and provided the condition of the items and the packaging was unaffected), Riot will automatically process the refund for you within 2 weeks. Please make sure all items sent back are in new or unopened condition. Please see the Returning Stuff section below for more details.

 

Why do I see an additional charge for the item I purchased?

While the prices are listed in local currencies on the merchandise website, the transactions are made in currency specific to each region. Some credit card companies and banks charge additional currency conversion fees which will appear on your statement as a separate entry. To avoid unexpected charges, please check the policy of foreign currency transactions with your bank or credit card company before adding to your loot hoard.

Transaction currency in each region:

  • North American Region: US Dollars ($)
  • European Region: Euro (€)
  • Asia Pacific Region: US Dollars ($)

 


 

RETURNING STUFF 


What items are eligible for return?

Only items purchased in Riot Merch online store (merch.riotgames.com) are eligible for return.

As long as the item is in the same condition in which you received it (including packaging), it's eligible for return. It's okay if you tried on a piece of clothing once, but Riot can't accept an item that's clearly seen some use.

Please note: Riot and Garena are not responsible for lost or damaged returns.


How can I make a return request?

You can request a return on the merchandise website. Sign into the website, select My Orders and click on the Return link next to the order to start the process.

Please note: A packing slip is created when you initiate a return; you must include this in the box with your return order.


 

Do I have to pay for return shipping?

Yes.

 

What do I do if I get a damaged item?

Please let Riot knows by submitting a ticket to support.riotgames.com/hc/en-us/requests/new (you can also do so by following the returns process on the merchandise website). 

 

How long do I have to return an item?

You can initiate a return within 45 days of purchase (60 for Mexico). After you initiate a return, you have 14 days to send the item back to us.