FAQs

How long will it take to ship my order?

** We're working through the recent orders as quickly as possible. There are slight delays due to the order volumes. Please be patient; it's unlikely that your order is lost or missing, we're working to get to your order as soon as possible**

For standard deliveries, orders will be processed within 2-5 business days. All orders are then shipped using the Australia Post service. We therefore expect orders to arrive within approximately 1 week of you placing your order.

How much does shipping cost?

Shipping is based on what is in your cart and where it’s going to.

To check shipping costs for an order, simply place the items you want in your cart and head over to the checkout page.

Does my delivery have a tracking number?

Almost all orders will be sent on a fully tracked delivery except for very light items such as stickers and wristbands.

For very light items such as stickers and wristbands we use the lowest cost Australia post option. Unfortunately, you will not be provided with a tracking number for those.

What's the total cost in my home currency?

All prices are stated in $ AUD.

What credit / debit cards are accepted?

The simplest way to pay is by using your Paypal account. Visa / Mastercards are also accepted payment methods . At present, these are the only card types accepted in the dan and phil shop checkout.

It is possible to use American Express via Paypal. To do this, click the Paypal icon. Then click "Check out as a Guest". This will load the Paypal screen. From here, click "Pay with a debit or credit card" and you can select American Express.

What is your returns policy?

Full details can be found on our Returns Policy page.

Do Dan and Phil work at the Discworld and can I meet them?

Dan and Phil are busy making videos at a secret location somewhere in London so please do not come to the Discworld offices expecting to meet them!

Why haven’t I received my order yet?

Standard orders can take up to 5 business days to be processed. Shipping is reliant on Australia post and can take up to 3 weeks. 

If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution centre. If this is the case, a Dan and Phil shop representative will contact you as soon as it is received and processed.

What Currency will I be charged in?

The final price is fixed and will be charged in $ AUD.

What payment methods are accepted in the Dan and Phil shop?

The Dan and Phil shop currently uses PayPal to accept payments both via the normal Paypal page and with their credit card checkout system. PayPal is one of the safest and most recognised payment processors in the world and accepts most major credit and debit cards. You do not need to have an account to make purchases, but you will be redirected to PayPal's own secure payment pages at the checkout, so we never store or have access to your payment details. You can learn more about PayPal's security on their Secure Payment Services page.

Is Dan and Phil Shop a "safe" online store?

You're totally safe to shop here - all your details and payment information are protected to the highest industry standards.
This website is handled by Shopify - they are PCI compliant - which means they are 100% safe.

PayPal handle the payment and transaction process - all of your payment details are encrypted; they are one of the most secure payment platforms in the world.

Why am I taken to a different website to checkout?

When you click on the 'Checkout' button you go through to the PayPal payment page for this shop. PayPal handle all the payments and transactions. The payment will be made to IRL Digital Ltd.
Once you’ve entered all your details on the PayPal pages you’ll be returned straight back to this store.

Who is IRL Digital Ltd? 

When you make a payment via Paypal, the payment screen will state IRL Digital Ltd. IRL Digital Ltd is the company managed by Phil's brother Martyn Lester. This is the officially approved VAT registered company handling the merchandise for Dan and Phil.

How will my package be shipped to me?

All orders are shipped using the Australia Post service

Do Dan and Phil read the emails sent to Dan and Phil shop / IRL Digital Ltd / Discworld?

Unfortunately Dan and Phil are far too busy being Amazing and NotonFire to read and respond to any Dan and Phil shop emails. A member of the Dan and Phil Shop will read your email but unfortunately due to the high volumes we will only be able to respond to direct questions about items that have been purchased.

I did not receive my order confirmation email, what should I do?

Please check your Spam or Junk mail filters and make sure you add customer.services.au@danandphilshop.com to your approved address book. These are the two email accounts we will be contacting you from. If you still do not have an email, please submit an email to customer.services.au@danandphilshop.com.

I’ve tried everything but for some reason my order won’t go through?

Make sure you have filled out all of the fields, including the country to which your order is shipping. If you still have problems, email customer.services.au@danandphilshop.com with a description of your problem and we’ll try to look into it for you as soon as possible.

What if I entered the wrong address, or my package is undeliverable?

If you give us the wrong address and/or your package is deemed undeliverable by the postal service it will be returned to our warehouse.

When it arrives here you’ll be contacted by a Customer Service Agent and asked to give us a new address. We will not try to ship it to the same address, and you’ll need to pay for shipping again.

If you would rather not pay shipping again we will happily refund the purchase price, minus the original shipping.