Rebel County
Rebel County
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FAQ

General enquiries

QuestionsAnswers
How do I find the quickest and easiest access to articles which I seek?

There are 5 Product folders in store in which all products of our range are. " Clothing " , " Accessories " and " jewelry " are the most important, in which all products could be found, including those ones from the special folders "News ... " and "Sale".
Once you have clicked on one of these folders, appears to the left of a number of different filters, which allow you to narrow down your search.

Once you have any filter set, only the criteria are displayed in the other filters that are included in the filter set by you. So if you, for example, in the main folder "Clothing" filter "group" with the order "corsets" clicking, the brands are then automatically in the filter "brand" only appears that manufacture corsets.

Then If you click in the filter "brand" on one of the then displayed manufacturer, only corsets this one are displayed. It is therefore advisable first to select the filter for the most important search criterion and then finding optionally refine by additional filters.

If you have multiple filter set and not find or if you have chosen a wrong filter, you can undo that by clicking on "show all" clicking in the respective filter. Thus, the corresponding filter is repealed. For ease of use you will see at the top of the page, right next to "Product Catalog" which filters and which filters terms you've already set.
Alternatively, you can click "Reset all filters" also from scratch and restart.
Sometimes it helps but even if you type in the right column above a search term in the keyword search field. This field is set up for full-text search, and therefore seeks not only in the article but in all texts.

If you do not get along with this system, call us simply or send us an email. We try to do everything to make your shopping experience on our web site as easy and comfortable as possible.

Do you have a catalogue?There are printed catalogues for the companies Spiral Direct, MobTown Chicago and MasterPieces Puzzles. These are, however, wholesale catalogues, which we only distribute to dealers. At the moment we are working to compile .pdf catalogues for most of our products, which you may download here and print yourself as required.
Do you have a shop that I can visit?Yes, however... After more than 20 years as a classic, fixed retailer, the shop won't exist in its current form for much longer. We are working on converting the retail shop into a showroom for dealers and interested end-users. When it's ready, we will advise you on these pages. Until then our opening hours are from 10:00am to 7:00pm Mon - Fri, and from 10:00am to 4:00pm Saturdays. The address is Rebel-County, Artur-Ladebeck-Str. 129, 33647 Bielefeld, Germany
How can I get in contact with you?1) Contact Form
2) rebelshop@rebel-county.de or Master@OrdoNigra.com
3) Phone number +49-(0)521-150475 (Mon-Fri 10:00am-7:00pm, Sat 10:00am-4:00pm)
4) Fax number +49-(0)521-141798
Do you sell your goods wholesale to shops and other businesses?We certainly do. To benefit from our wholesale prices, please send us an enquiry via email to rebelshop@rebel-county.de or Master@OrdoNigra.com . If you would like to send us a fax, use this number: +49-(0)521-141798. Please attach a copy of your business registration. Your business must be clearly related to the products offered by us. Those who deal used cars or dead fish for example, according to their business registration, will not be able to easily explain to us why they wish to obtain goods professionally.
How often do you post your newsletter?As seldom as possible and only as much as is absolutely necessary. We don't want the short lifes of our announcements to end in a spam folders somewhere, and therefore we only send them when there is really something new and interesting to report. And these only to the customers or interested parties who are actually affected by the information and who have explicitly agreed to receive newsletters. Moreover, you can of course unsubscribe to the newsletter at any time.

Technical questions / website issues

QuestionsAnswers
What happens with items I have collected in my basket after I have logged out.They are gone with the wind. If you like to collect items for a while please use our remember list. All entries in this list will kept alive up to 14 days. After you have finished or finally edited the list you may transfer all selected items to the basket easily.
How do I use the Quick Purchase method?The Quick Purchase method is the fastest way to add items to your shopping basket, if you already know the item number. If the number is clear and the item has no further attributes such as colour or size, it is immediately placed in your shopping basket. For items with attributes, you must first select the desired attributes and then they're placed in the shopping basket.
How do I find item numbers?If you click on the corresponding item in the item preview, you will be directed to the item description text. You will find the item number directly under the item description. If you are searching for items from the .pdf catalogues, enter this number or the item description in the field "Keyword search". There is an exception for products from the company Spiral. In this case item numbers are 8 characters. Beginning with two letters for the item category (e.g. TR for all items under the heading Tribal), followed by 3 numbers which describe the motif (e.g. 335 for the motif Dragon Princess) and finally 3 more numbers which indicate which textile the motif is printed on (e.g. 600 is always a black t-shirt). The complete item number for a black t-shirt Dragon Princess would then be TR335600. Did you not get that? Ask us, we're glad to assist you further.
I forgot my password and/or my email address, how can I now sign in?Under "User Login" you will find the link to "Password Forgotten". Click on it and enter your email address. We will send you a new password.
Is ordering from you safe and secure?In order to offer optimal availability and performance, this eShop is operated exclusively on
premium, professional webservers with a high level of service and security.
This includes:
· server setup/configuration which is optimised for the shop
· high security access protection of the database
· automated backup of data
· regular maintenance of the server system
· continual update of the server's operating system and prompt installation of all security patches
· cyclical replacement of the hardware platforms after the expiration of a specific timeframe
Moreover, all payment related transactions, e.g. credit card payments, are not handled by our shop. In such a case you are directed straight to the server of the respective bank, which has a far greater level of security than that which we would be able to achieve.
There the payment is authorised but not yet executed. The payment only takes place once we have prepared your order for postage and, for partial delivery, only the value for which goods you will receive. Potential subsequent deliveries are billed only once they are ready for postage.

Order related inquiries

QuestionsAnswers
How can I make an order from you?1) Here, directly in our shop. That is the most comfortable way to order for both you and us.
2) by telephone on +49-(0)521-150475
3) by fax on +49-(0)521-150475
4) via post. In emergencies, on the back of a beer mat.
5) via email

Don't forget to include: name, address, email, telephone, item number, amount and payment method.
There is an item missing from my orderWe're sorry about that. In such a case you will receive a backorder delivery containing these items. The items will be delivered to you carriage free, as soon as they are available again. If a backordered item is no longer available, it nevertheless remains on the backorder list.
There is an item missing from the carton, yet it appears on the billSomething like this should not normally occur. As a principle, we scan every item in the order as it is packed into the carton. Our system recognises and notifies us immediately if an item is incorrect, packed too many times, or missing. Should it occur despite this - even computers have bad days sometimes - please contact us immediately, we always find a solution.
I've received an incorrect itemSomething like this should not normally occur. As a principle, we scan every item in the order as it is packed into the carton.
 Our system recognises and notifies us immediately if an item is incorrect, packed too many times, or missing. Should it occur despite this - even computers have bad days sometimes - please contact us immediately, we always find a solution.
Our address for return consignments is:
Rebel-County, Artur-Ladebeck-Str. 129, D-33647 Bielefeld, Germany
How do I send an item back?The easiest way is to send the goods back via post. Please attach a note from which we can infer your name and, where appropriate, your bank details, for the reimbursement of the purchase price. The original receipt or a copy of it would be excellent, however not strictly necessary.
The legal right of return is valid in every case however, which you will find here.
Please note:
Stamped postage to our address:
Rebel-County, Artur-Ladebeck-Str. 129, D-33647 Bielefeld, Germany
When will I receive my replacement/exchange item?If we have the item in stock, we will send it within a week of having received your returned item.
If we don't have the item in stock, there may be longer waiting periods according to availability at the manufacturer, over which we unfortunately have no influence. If you don’t want to wait until the replacement/exchange item is again available, we will gladly reimburse you the purchase price and you may place a new order if you so wish.
When will I receive my refund?Obligations to refund payments must be fulfilled within 30 days. For you, the period begins when you post your declaration of revocation or the product, for us it begins with receipt of them.
How can I pay for my order? (payment on delivery, bank transfer or credit card payment)The credit cards we accept are VISA, MasterCard and American Express. Furthermore, we accept payment on delivery as well as advance payment via bank transfer or PayPal. Whichever payment method you decide upon, we only ever demand payment or debit your account when your order is ready for postage in our warehouse. Of course you only pay the amount for the goods which you actually receive. Potential subsequent deliveries are only ever billed when we have them ready for postage.
PayPal payments:
During the ordering process you will not be directed to the PayPal website and no automatic payment takes place. You have to arrange the payment via PayPal yourself, as soon as we have your order ready to post and have mailed you your bill. PLEASE UNDER NO CIRCUMSTANCES EARLIER!
Can I change or cancel my order once I have placed it?You can, but unfortunately because of technical reasons, not through our shop. In such cases, please get into contact with us. Either per email at rebelshop@rebel-county.de or by telephone on +49-(0)521-150475 from Mon - Fri 10:00am to 7:00pm and Sat 10:00am to 4:00pm.
How can I find out the status of my order?You will receive an email from us each time if...
...you successfully place your order with us.
...we have your order ready to post.
...your order has left our warehouse.
How can I find out if an item is in stock?This shop is directly connected to our inventory control system, If the desired item is in stock then this is indicated to you. If the item is not in stock, the shop indicates the expected waiting period.
Can I order an item which is not in stock?Yes, you can, we even ask that you do so.
We will fill your order as soon as the ordered item is again in stock.
Unfortunately... or rather fortunately, we don't deal with mass-produced products which are available at any time, at any place.
In any event, you must account for delivery times. Sometimes they're longer, sometimes not quite so long. We endeavour to state the anticipated delivery time for each item as accurately as possible, however we have practically no influence over availability at the manufacturer. In the shop, however, you may request that we inform you via email when the item which you desire is once again available. You may then decide whether or not you would like to order it.
Can I order items which are sold out?Unfortunately not. As a rule, items which are sold out in the shop are no longer available i.e., they're unorderable.
I can't find any items in my sizeYou can filter according to size and colour. Should an item be unable to be presented, simply call us or send us a request via mail, we'll help you then.

Delivery-related Inquiries

QuestionsAnswers
Do you also deliver with DHL, DPD or Hermes?We post almost exclusively and with very few exceptions with UPS.
You will receive a notice from UPS with the delivery confirmation as soon as the carton has left our warehouse.
UPS performs a maximum of 3 delivery attempts, but does deliver to an alternative address if you fill out the notification slip properly and place it in good sight of the delivery driver. Alternatively you may contact UPS before or after an unsuccessful delivery attempt and advise them of a changed address. For this you will need the freight number which you can obtain from the delivery confirmation as well as the telephone number of UPS which you can get here: +49 (0)1805-882 663
Now the exceptions:
Small and very small items, for example items such as stickers, patches, keyrings or single t-shirts which we can send in a padded envelope, are sent by us as certified mail and, if desired, by cash on delivery, with the German Postal Service.
We send deliveries to non-European foreign countries as premium parcels with DHL.
Do you deliver to packing plants?Unfortunately not. The risk of malpractice at packing plants is ever increasing. We don't want your shipment to suffer damage because of this.

Product related inquiries

QuestionsAnswers
Do you have size charts?Lots of them in fact. We have tried to provide a link to the size chart for every item which comes in various sizes.
Please advise us if you find an item which is not the correct size that it's supposed to be. The file containing all the size charts is here. 
Do your products shrink in the wash?If you follow the washing and care instructions, our items should not shrink in the wash. Please be careful, however, NOT TO IRON OVER THE MOTIF on our printed shirts. The printing ink is not heat-resistant and you will destroy not only the shirt but also the iron.
Are your bags watertight?Not really. Our bags are made of a thick canvas material with a damp wipeable inner lining. They will surely sustain a light rain shower, but they are no means resistant to deep water diving.
What's the difference between UK and European bed linen?Bed linen is always delivered in the size 135 x 200cm. The only difference is the size of the pillows. European bed linen has pillow case size of 50 x 80cm and the English pillow cases are 75 x 50cm. Why? No idea. It seems as though Europeans have slightly larger heads.
I saw an item in the catalogue which can't find on your website.There are only four possible explanations:
1. The item is sold out and no longer deliverable (highly likely).
2. We have forgotten to add this item to the shop (totally impossible).
3. You've inadvertently entered an incorrect item number (quite unlikely).
4. The item number in the catalogue is incorrect (can potentially happen). In this last case, try it with the item description instead of the item number. In the other three cases, send us an inquiry and we'll check it out.

Delivery information

QuestionsAnswers
When will my order arrive?The delivery time strongly depends on the delivery address. Inside Germany, the package will be delivered on the next working day after it has left our warehouse. For delivery to remote, usually rural areas, it takes two working days for delivery.
In foreign countries which border Germany, deliveries take between one and two working days, depending on the postal area code in the receiving country. Delivery to non-EU countries such as Switzerland, Norway or Iceland can take up to 7 working days, according to how long it takes to pass through customs in the receiving country. Deliveries to non-European countries should likewise be completed within 7 working days.
Do you offer an express postage service? Delivery on the next day.That's possible, however it's extremely expensive. Please contact us if you require such a service. We will then find out for you what can be done and how much it would cost.
Do you deliver your goods to my country as well?In principle we deliver worldwide. Should your country not be listed in our shop, please contact us. We will ascertain the costs and the delivery and payment conditions for you.
I live in a country which doesn't have post codes. The system doesn't allow me to proceed without entering a post code. What should I do?We realise that there are countries which don't use post codes, however, we have to ensure that customers from countries with post codes enter them so that we can guarantee correct delivery. If there are no post codes in your country, please enter 00000 in the field. Please double-check that your address contains all the necessary details, such as city, street and house number.
How much are the postage costs?Please check out here the postage cost for all countries worldwide we deliver to.
Has my order already been dispatched?You will receive an email from our system once your order has left our warehouse. Should you not receive and email, please log in to your customer account on our website to check the status of your order.
Can I see the whereabouts of my order once it has been dispatched?Small and very small items which are sent as certified mail cannot be tracked, unfortunately. However, they are delivered between 3 and 5 working days in nearly all cases.
For all other deliveries you will receive an email from UPS containing the freight number, which you can then track on the UPS website.

Returns

QuestionsAnswers
What are conditions for returns?We are of the view that we always offer high-quality, fully licensed goods. Should an item nevertheless fail to meet your expectations, you have the right to return it to us within 14 days of receipt without having to provide a reason. The easiest way is to send the goods back via post. Please attach a note from which we can infer your name and, where appropriate, your bank details, for the reimbursement of the purchase price. The original receipt or a copy of it would be excellent, however not strictly necessary.
The legal right of return is valid in every case however, which you will find here.
Please note:
Please don't send the goods as freight forward, but rather as a stamped delivery. We will gladly refund you the postage fees as well, to the extent that we bear the costs of the return shipment. The charges for freight forward shipments are significantly higher.
Our address for return consignments is:
Rebel-County, Artur-Ladebeck-Str. 129, D-33647 Bielefeld, Germany

Special questions about wholesale

QuestionsAnswers
Do you have a minimum order value?At the moment we don't have a minimum order value, however we kindly ask our wholesale customers to refrain from placing orders under the net value of 50.00 Euros. Please collect your customer orders and order with us only when an economically reasonable order amount has been reached.
For orders of less than 50.00 Euros, we reserve the right to make a minimum order surcharge of 5.00 Euros per order.
Are the prices displayed in the shop gross or net amounts?It depends on whether or not you are logged in.
If you access the website, all the displayed prices are the end user gross amounts.
After you have registered with us as a new customer, you will continue to see the end user gross prices until we activate wholesale prices for you.
As soon as you have then logged into your account, you will see the wholesale net prices which apply to you.
What kind of delivery times can I expect as a dealer?That strongly depends on which items (groups) you have ordered.
If goods from your order are in stock and if a partial delivery is economically viable (approx. 3-5 items), you will receive the delivery within 1 or 2 working days.
Subsequent deliveries will then be delivered free, as soon as the ordered goods are available.
In general, you can expect a delivery time of around 14-28 days for items which we don't have in stock, for some items significantly sooner and for others significantly longer.
Sounds complicated, but it is in fact. With close to 8,500 items which we import worldwide and nearly 50 different manufacturers from whom we source goods, it's quite normal that bottlenecks occasionally occur and some items are out of stock over a long period of time.
We have a constant warehouse stock of 45-50,000 items, but of course the only items ever available are those that the customer doesn't want at that moment.
In order to keep delivery times at least reasonably manageable, we work with our suppliers with a firm ordering cycle
Spiral Direct:  We order every week, on Monday late afternoons. All orders from our customers which are receiver by Monday at 3:00pm at the latest will be included. Spiral then requires around two weeks to fill our orders, although sometimes it can take a week longer.
MobTown Chicago:  We can only ever order from MobTown at the beginning of each month. All orders from our customers which are received by the last day of the preceding month are included. MobTown then requires around 2 to 3 weeks to execute orders plus a week to sail the cartons across the pond.
Ordo Nigra: We attempt to always keep everything in stock. Should one item or another or a certain size be momentarily out of stock, under the circumstances it can take up to 3 to 4 months until the respective item is again deliverable. 
Victoria Fránces: Expect a delivery time of around 14 days.
Yujean: We order from Yujean relatively unregularly, although we have thousands of stickers, patches etc. in stock. For items which we don't have in stock, we can't give a firm delivery time, sorry.
How can I find out which items you do and do not have in stock?We can send you the login data to our .ftp server upon request.
There you will find our own current stock inventory as well that of Spiral. It is updated daily and made available for download.
How much are the freight costs for me as a dealer?That depends on which country you live in, how much the delivery weighs and what the value of the goods is. To get a general impression of what the freight costs are, please have a look at our freight table.
May I use your images and text on my own website?Images YES, please send us a request by mail and we will send you the link i.e., the login data for the download, from our image pool.

Text NO. Just so that Google doesn't decide to suspect a so-called "double content" and punish both of us.