FAQ & CONTACT INFORMATION

We cannot exchange or refund any merchandise purchases made at the SXSW event through our website. Items purchased at SXSW can only be exchanged at the Austin Convention Center.

IF YOU HAVE NON-MERCHANDISE QUESTIONS ABOUT THE EVENT, PLEASE CLICK HERE.

FAQ FOR MERCHANDISE

ORDER PROCESSING

We are experiencing some delays in shipping during the event. However, most orders of in-stock merchandise ship out within 72 hrs following order placement.

Once an order has been placed it immediately enters an automated system and no changes can be made to the order or the shipping address.

SHIPPING INFORMATION

When your order ships you will receive an email with your tracking number included.

USA Domestic orders: Please expect 5-10 business days for delivery.

International orders: We have temporarily suspended international shipping due to unsatisfactory shipping delays and lost packages. We appreciate your support and hope to resolve these issues soon so that we can reach all of our friends across the globe.

Any return shipments will be made at customer's expense.

RETURN POLICY

For online orders only, please use the following to facilitate a return:

First, please email merch@sxsw.com to explain your return. Any unopened/unworn item shipped to a USA destination can be returned for any reason within 30 days of the shipping date.

Defective items can only be replaced by the same item.
Wearables may be returned only if they are in new condition (unwashed and unworn).
After contacting merch@sxsw.com you will be provided a RMA label to include with your return shipping.
Shipping and handling fees can not be refunded
Within 2 weeks of receipt of your return, you can expect to receive a credit for the returned item(s).
To return or exchange an item, please email merch@sxsw.com for next steps.

Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-3 business days.

EXCHANGE POLICY

For online orders only,

Return the original purchased item, per the instructions above.
Place a new order for the correct item.

OUT OF STOCK ITEMS

Occasionally, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. You will be contacted regarding your modified order.

PICK UP OPTIONS

All online orders must be shipped, there is no option for pick up.

FOR ANY CUSTOMER SERVICE INQUIRES NOT ANSWERED ABOVE, PLEASE CONTACT:

For any questions about your order please email us at merch@sxsw.com
Monday - Friday 10am-5pm CST
We attempt to answer all inquiries within 72 business hours and we appreciate your patience.