I have a problem with my package

Damaged package, damaged articles

If, when your package is delivered, you notice that it is damaged, you can refuse it. We'll send you a new package when we get the damaged package back. 

If, when you open the package, you note that an item is damaged, you can return it to us at this address and will send you a new item:

Ankama Shop AE
BP 60403
59057 Roubaix cedex 1
FRANCE


When you send the order back, please remember to indicate:

  • Your first and last name 
  • Your email 
  • The date of your order
  • The order number

 

Package intended for someone else

If, when you get your package, you realise that it was intended for someone else, and that the bill is not in your name, you can send it back to us at this address and will send you a new item:

Ankama Shop AE
BP 60403
59057 Roubaix cedex 1
FRANCE


When you send the order back, please remember to indicate:

  • Your first and last name 
  • Your email 
  • The date of your order
  • The order number

When we receive the package, we'll resend your order. We'll attach an IOU (for the amount of the return shipping fees) that you can use on your next order.

 

Incomplete package

If your order is incomplete, check your bill. There might be a notice printed on it, indicating, for example, that one of the items was unavailable or will be sent in a second package. 

Maybe you placed multiple orders. If that's the case, please be patient. You'll receive your order in a separate package. 

If neither of these cases applies to you, please contact Support. 

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