What payment methods do you accept? 

Complex SHOP accepts all major debit and credit cards in each country. If you are having a problem with your card, please reach out to your bank and support@complex.com.

I didn't receive order confirmation. Did my order go through?

Please allow 24 hours to receive an order confirmation on regular releases and 48 hours for special releases. If you have still not received an order confirmation, please contact our support team at support@complex.com.

How can I track the status of my order?

Order status and updates will be relayed to the customer as soon as possible.

If your order has not arrived by the expected date, please check your emails from us for its status. You can review expected delivery times on the Shipping & Delivery FAQ page.

If tracking info has been provided, please review the order status from the shipping courier.

If you still can’t locate your package, please contact our support team at support@complex.com.

Can I cancel my order?

We are unfortunately unable to cancel orders. Please see our section on Returns for information on how to return an item that you do not wish to keep.

I placed multiple orders today. Can they be combined into one shipment?

Our best effort will be used to combine orders, however, due to volume, we unfortunately cannot guarantee that multiple orders will be combined into a single shipment.

Can I change the address on my order?

If the address for an order is incorrect, please contact support@complex.com immediately. Unfortunately, once an order has been dispatched to the shipping courier, we are unable to change the address and you will need to arrange a new delivery or pickup with the courier. 

I emailed customer support about my order. How long will it take them to respond?

We strive to respond to all inquiries within 24 hours. However, due to periods of high volume, it may occasionally take longer to receive a response. If you have not heard back in 48 hours, please reach out again.