Frequently asked questions

Everything arrives by email once payment clears, usually within a few minutes. Nothing is posted, so no delivery address is asked for at checkout.

Your confirmation email includes a PDF setting out what you bought and where to claim it. A phone screen is fine — there is no need to print it.

Nothing is posted anywhere. Orders are delivered by email wherever you are, so there are no delivery charges, import duty or customs fees to pay.

A download link is emailed once payment clears, usually within a few minutes. Links stay valid for 30 days and can be used up to five times.

Check spam and any filtered folders first, and confirm the email address on the order. If it is still missing after an hour, send us the order number and we will reissue it.

Yes, as long as you have not claimed the item yet. Contact us with the order number and the size you need as soon as you can.

Nothing is posted, so there is nothing to send back. Tickets and anything tied to a dated show are refunded if that show is cancelled or rescheduled; Ticket Protection, added at checkout, covers other circumstances. If an item is faulty, a code will not scan, or you were charged twice, email the order number to support@thefall-off.com and we will put it right.

If a show is cancelled, the ticket price is refunded automatically. If it is rescheduled, tickets stay valid for the new date — and if that date does not suit, tell us within 14 days of the announcement for a refund.

Rooms can be cancelled up to 14 days before the night of the stay for a full refund. Inside 14 days they are non-refundable, unless the event itself is cancelled — in which case the room is refunded in full whatever the timing.