Customer Service
Welcome to Customer Service at Fervent Drift RPG & Fantasy Ltd.
We are committed to providing clear, fair, and reliable support for our customers. Whether you are getting in touch about an order, delivery, return, pre-order, digital product, or general enquiry, we aim to make the process straightforward and helpful.
Contact Us
For all customer service enquiries, please contact us at:
We aim to respond as promptly as possible. Response times may vary during busy periods, product launches, holidays, and pre-order release windows.
How We Can Help
You can contact us for assistance with:
- order enquiries
- delivery and tracking questions
- damaged, missing, or incorrect items
- returns and refund queries
- pre-order enquiries
- digital product issues
- general customer support
When contacting us about an order, please include your order number and a clear summary of the issue so we can assist you more efficiently.
Orders and Deliveries
For physical goods, orders are typically processed within 2 to 5 working days, provided stock is available.
Delivery times are separate from processing times and may vary depending on destination, courier handling, customs procedures, and other circumstances outside our reasonable control.
All deliveries are sent using tracked shipping services.
If your order has not arrived, arrives damaged, or is missing items, please contact us as soon as possible so we can investigate.
Returns and Refunds
If you would like to return an item or request a refund, please refer to our Refunds and Returns Policy.
If you are unsure whether your order is eligible for return, or if there is a problem with your purchase, please contact us and we will review the matter in line with our policies and your legal rights.
Nothing in our customer service process removes or limits your statutory rights.
Pre-Orders
If you have placed a pre-order, please note that release and dispatch dates are estimates unless otherwise clearly stated.
Where multiple pre-orders are placed for a single release, they may be shipped together as one package. Where pre-orders relate to different releases, they may be shipped separately according to the relevant release schedule.
If there is a significant delay affecting a pre-order, we will aim to contact affected customers using the details provided with the order.
Digital Products
Digital products are delivered or made available after successful payment has been received.
If you experience any difficulty accessing or receiving a digital product, please contact us with your order details and a description of the issue.
Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, faulty, or incorrect, please contact us as soon as possible.
Where possible, please include:
- your order number
- a description of the issue
- photographs of the item and packaging, where relevant
This will help us review the issue and resolve it more quickly.
International Orders
We ship within the UK and to selected international locations.
For some international destinations, we may use local or regional delivery partners to complete delivery on our behalf. Customers are responsible for any customs duties, import taxes, clearance fees, or similar charges unless stated otherwise.
If you have any questions about international delivery, please contact us before placing your order.
Policies and Further Information
For more detailed information, please refer to our:
- Payment Policy
- Shipping Policy
- Refunds and Returns Policy
- Privacy Policy
- Terms and Conditions
These policies explain how we handle payments, shipping, returns, personal data, and the general use of our store and services.
Our Commitment
At Fervent Drift RPG & Fantasy Ltd, we believe customer service should be clear, respectful, and dependable.
We aim to communicate honestly, handle enquiries fairly, and help resolve issues as efficiently as possible. Where a problem arises, we will always seek to address it reasonably and in accordance with our policies and your rights as a customer.