shipping & returns policy

Feral Magazine is independently published by Steve Marais, with all orders shipped from Rubensstraße 92, 12157 Berlin, Germany. For any questions or concerns regarding your orders, please email shop@stevemarais.com.

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Order Processing Times

Unless otherwise stated, all orders are generally processed and shipped within 1 business day. I can only promise to do my best.
In the event of global disruptions or unforeseen circumstances, delivery times may be subject to delays, which we will communicate promptly when possible.

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Shipping Costs

Shipping costs are calculated at checkout based on the destination of your order.
We offer free shipping on all orders over €200 within Germany and €250 worldwide.

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Shipping Times

Germany:
- Registered: 1–3 business days
- Standard: 5–10 business days
EU:
- Registered: 3–7 business days
International:
- Registered: 5–10 business days
- Standard: 30–60 business days (depending on the destination and customs clearance)

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International Shipping and Customs

Any import taxes, customs duties, and handling fees are the responsibility of the customer. These charges are determined by your country’s customs office and are collected upon delivery.
In the event of a failed delivery due to refusal to pay customs fees, the order will not be refunded. Please ensure that you are aware of the additional charges specific to your country before placing your order.
If a shipment is held in customs, we are limited in our ability to assist until it is either delivered or returned to us. We appreciate your patience with international orders.

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Returns and Refunds

We aim for complete customer satisfaction and offer a return option on most purchases within 14 days of receiving your order.

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Right of Withdrawal (For EU Customers)

In accordance with the EU Consumer Rights Directive, customers within the EU have the right to withdraw from their purchase within 14 days of receiving the goods without providing a reason.

To initiate a withdrawal, please email shop@stevemarais.com with your order details. Once we’ve acknowledged the request, you are required to return the items at your own shipping cost within 14 days from the date you notify us of your intent to withdraw.

Refunds for withdrawals will be processed within 14 days of receiving the goods, to the original payment method.

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Non-Returnable Items

The following items cannot be returned or refunded:

Gift cards
Digital downloads
Items marked as final sale

Note: Books, Magazines and limited edition signed editions are subject to special return conditions and may not be eligible for a refund depending on wear or if opened.

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Return Conditions

To be eligible for a return, the product must be:

Unused, **and** in original condition
In the original packaging with all tags, wrapping, stickers, postcards, posters and materials intact

Please ensure you return your item within 14 days of delivery. After this period, we cannot accept returns.

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Return Shipping Costs

Return shipping is the responsibility of the customer. The costs for shipping returns are:

Germany: €5
EU: €15
International: €25

These amounts will be deducted from your refund. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item without it.

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Where to Send Returns

Send all returns to:

Steve Marais
Rubensstraße 92
12157 Berlin
Germany

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Refund Processing

Once we receive your return, we will inspect it for condition and notify you via email of its approval or rejection.
Approved refunds will be processed to your original method of payment within 5 business days. Refunds may take longer during peak periods such as holidays or sales events.
Shipping fees, customs duties, and handling charges are non-refundable.

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Exchanges

We only offer exchanges for apparel, and for the same item in a different size, if available.

To exchange an item for a different size, email shop@stevemarais.com within the 14-day return period. You will be responsible for the shipping costs associated with exchanging an item.
For exchanges involving an entirely different item, we recommend returning the product for a refund and then placing a new order.

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Damaged or Lost Items

Damaged Upon Delivery

If your order arrives damaged, please refuse the delivery if possible and notify us immediately at shop@stevemarais.com, including photos of the damage.
If the package was delivered without your presence and is damaged, please contact us within 48 hours of receiving the parcel.

Lost Orders

If your order hasn’t arrived within the given timeframe, and tracking suggests it may be lost, please reach out to us at shop@stevemarais.com. We will work with the courier to resolve the issue.

Lost or delayed items may take up to 30 days (from the original shipping date) to process before they are eligible for replacement or refund.

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Important Information Regarding Customs and Taxes

Sales Tax: The total price on our website includes any applicable EU sales tax (VAT). International customers may be required to pay additional taxes or customs duties upon receiving their order.
Responsibility for Import Tax: For international shipments, the customer is solely responsible for any import duties, customs taxes, or handling fees as mandated by their country’s laws. These fees cannot be refunded by Feral Magazine or Steve Marais.

Should you refuse to pay these taxes or duties, and the order is returned to us, all additional postage and handling fees will be deducted from your possible refund.

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Cancellations

You may cancel your order before it is dispatched for a full refund. Once the item is shipped, cancellations are no longer possible, but you can follow the returns process outlined above.

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GDPR & Data Protection

We value your privacy and comply with the General Data Protection Regulation (GDPR). We will only collect and store your personal information for purposes related to fulfilling your order, processing payments, and handling customer service communications. For more details on how we handle your data, please refer to our Privacy Policy.

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Contact Information

For any questions or issues not covered here, please reach out to us at shop@stevemarais.com, and we’ll be happy to assist you.