“The Tomorrowland store is great with a wide variety of fun items! I just wish they would do more restocks, especially of theme shirts after the festival!”
“So much great stuff. As always, needs a lot more stock so everyone can get it. I've purchased a hoody and t shirt which have both been great quality as well as looking good.”
“I love everything in the store en the quality is very good.
I really miss a Tomorrowland hand fan in the store to buy. maybe an idea to design that for next year”
“Absolutely shambolic returns process. It’s not apparently obvious the amount of pain you have to go through to return an item. Sent an item back more than 4 weeks ago and still trying to sort getting it back through customs - with seemingly no resolution in sight!
Firstly, the packages being returned get stuck in customs as they’re being returned from abroad and in in order to process through customs, you have to pay admin fees totalling several hundred euros! And no, that’s not an exaggeration! The fees were more than the value of the returned items, which I need to add were very expensive t-shirts (but in different sizes so I can get one that fit). Charges which were also previously undisclosed!
Then, after chasing Tomorrowland and being alerted to said delays in the custom process - something which I’m sure isn’t new to them but was previously undisclosed to me as a customer, and I’ve since been unable to see anything on their website about too?!!!!. The support / customer service can only be described at best, as substandard and at worst, as lazy, inadequate and generally unacceptable.
After some back and forth, In order to try and process an exception from the returns custom fees, you need several pieces of documentation - none of which Tomorrowland are with willing or able to provide despite being the sender. Instead being diverted to UPS instead “to sort it out”. Thanks for you helps Tomorrowland!!
When asking the Tomorrowland customer service team for the UPS contact details, I was sent a url the the global UPS website (after spending over €100s on clothing, they couldn’t be bothered to provide any more help). Pathetic!
Oh, and then finding out that on order to process and customs exemption, I would incur a €40 admin charge. On top of the €25 postage fees…
After spending literally thousands of €€€ attending the festival itself, this process has left a really bitter taste in my mouth. Unless you want to me ripped off with the returns process, (at least if you’re reading this, you’ll be somewhat informed) do no buy from this place as you’ll be disappointed, out of pocket and feeling pretty let down by the Tomorrowland brand! Despite their “love” and caring marketing, they do not care about the customers, the service provide or their frustrations.
Must. Do. Better! You’re not being transparent with your customers and are letting us down!”
