Frequently Asked Questions
The Habbo Merch Store and all customer support are currently available in English only. We can't respond to queries in other languages just yet, but we hope to add more as the store grows. Thanks for understanding!
About the Shop
What is the Habbo Merch Store, and why is it a soft launch? It's our brand new official merch store — and this is its first outing! We're launching in soft launch mode, which means we're starting small and deliberately so we can make sure everything runs smoothly before we grow. Based on how this goes, we plan to expand the store over time – adding new products (hopefully including limited edition drops), new shipping destinations, and more payment options.
Shipping & Delivery
When will my order ship? Orders are produced by Printful within 3–7 business days, then shipped. Delivery times depend on your location and chosen shipping method. During big campaigns, holidays, or limited drops, production may take a little longer.
Which countries do you ship to? We ship to selected regions during our soft launch — including the EU, USA, and Canada. Opening up a new country means making sure shipping, taxes, and customs all work properly there, so we're starting with a smaller list we can fully support and adding more carefully as we're ready. If your country's available, you'll be able to check out; if not, we hope to add it as we expand. Shipping times and costs vary by location.
Will I receive tracking information? Yes! Once your order ships, you'll get a confirmation email with tracking details.
Why is shipping to my country so expensive? The items are mainly manufactured in North America and Europe. Printful has other bases around the world, but item availability differs between locations.
Why did I get charged more than one shipping fee, or receive my order in separate packages? Different items in our range are fulfilled from different production facilities. If your order includes items shipped from more than one facility, they may ship separately and each shipment can carry its own shipping cost — so your total shipping charge can be higher than for a single-facility order, and your items may arrive at different times.
Will I be charged customs or import fees? Depending on your country and what you're ordering, sales tax may already be included in the total you see at checkout — or it may instead be collected later, together with any customs duty, when your order arrives. Any customs duty or handling fees charged by your country's customs authority or courier aren't included in your order total or shipping cost, and are the customer's responsibility. We're not able to predict the exact amount, since it's set by your local customs authority — if you'd like to know in advance, we'd recommend checking with your country's customs office. Orders refused or abandoned at customs can't be refunded.
I have a query about shipping or delivery of my physical items. All queries must be submitted in English via the contact form. Please fill in every field and be as specific as possible.
Changes, Returns & Sizing
What size should I order? Check the size guide on each product page — it has full measurements to help you find the right fit.
Can I return or exchange my order? We don't offer a discretionary cancellation or return option in any country, but your cancellation and return rights are set by your local consumer protection laws — if you're in the EU/EEA, you have 14 days to let us know you'd like to return your item. And if your order arrives damaged, faulty, or incorrect, you're entitled to a free replacement or refund, just contact us within 30 days of receiving it. See our Returns & Refunds Policy for full details.
Digital Merch & Voucher Codes
Which items come with digital versions? Only the clothing — hoodies, T-shirts, and the cap. Stickers and mugs don't come with voucher codes.
How do I claim the digital version of my clothing? 30 days after your order is completed, you'll receive an email from Habbo with a voucher code for every item you purchased. Redeem it on the Collectibles website for a digital version of your merch. You'll need a MetaMask wallet to use the site, and after redeeming you'll need to connect your wallet to Habbo to use the item. Check this guide for how to redeem your codes.
Why do I only get my voucher code 30 days after the order is completed? This is required as part of our order verification process.
How long are voucher codes redeemable for? 365 days from the day they're sent to you.
I didn't receive my voucher code for a digital item — what do I do? Contact us via the contact form in English, making sure to include all requested details — name, email address, and order number.
General Information & Support
Are these limited editions? The current range isn't limited edition — these items are available to buy on an ongoing basis. That said, we do plan to introduce limited edition drops in the future as the store grows.
How can I stay updated on new merch drops? Follow Habbo on X, Instagram, and TikTok, and keep an eye on announcements for upcoming collections, collabs, and limited releases.
How do I contact support? All queries must be submitted via the contact form on the Habbo Merch Store website, in English.
How long until I hear back? We're a small team, so it may take some time to get to your request. If you've submitted the right details and your query is in English, we will respond. Thanks for being patient!