1. Which Attorneys can participate in the pre-order activity?
Attorneys who have entered the store and participated in HoYo FEST offline activities but were unable to purchase the merchandise due to insufficient stock can participate in the pre-order activity.
2. How should on-site Attorneys participate in the pre-order activity?
Please show your ID, your UID in Tears of Themis (in-game interface, not screenshot) and store purchase receipt from HoYo FEST offline activities to the staff, who will guide you to the area of the pre-sale activity and run you through the pre-sale guidelines.
Please note: UID and receipts are non-transferrable. If you attempt to do so, you will be disqualified.
3. Why do Attorneys need receipts and UID to participate in the pre-order activity?
Unfortunately, we’ve found that there were a large number of intermediaries who illegally sold merchandise for profit in the previous activities. In order to protect the benefits of Attorneys, Attorneys can only participate in the pre-order activity, which has limited order quantity, by presenting your purchase receipts and UID. We thank you for your support and cooperation.
4. When and where is the pre-order activity?
The pre-order activity will be available after ALL in-stock merchandise items are sold out. The activity will last till the end of Tears of Themis' HoYo Fest activities.
5. How will the pre-order merchandise be sent to Attorneys?
Cash on Delivery (Thailand, Indonesia): We will urgently collect supplies from all over the world and send them to the Attorneys' countries as quickly as possible. We will arrange the delivery to the address you’ve filled in (if the delivery cannot be arranged in a country due to emergency situations, we will arrange the nearest pick-up point for you to pick it up).
Singapore: offline pickup (Singapore), the detailed address will be announced later
Malaysia: offline pickup (Kuala Lumpur), the detailed address will be announced later
The Philippines: offline pickup (Manila), the detailed address will be announced later
We will inform you of the exact method of collection within a month after the end of the pre-order activity.
6. How long does it take for the pre-order merchandise to be delivered?
If the items you have pre-ordered do not include HoYo FEST merchandise, you will receive your items in 3 months.
If the items you have pre-ordered include HoYo FEST merchandise, you will receive your items in 4 months.
(Delivery time varies in different countries, the longest estimated time is 3-4 months.)
We will try our best to speed up the delivery process.
7. Why does the customized HoYo FEST merchandise arrive a month later than other merchandise?
Since the in-stock HoYo FEST customized merchandise for Tears of Themis are all sold out, an extra month will be needed for production.
8. How do Attorneys pay for the pre-order merchandise?
Attorneys only need to pay for the merchandise once it has been confirmed and delivered (including the postage fee).
9. Who will pay for the postage?
There are 2 different stages of delivering the merchandise to you:
First stage: From anywhere in the world to your country - we will bear the postage fee.
Second stage: From the warehouse in your country to the delivery address you have provided - you will need to bear the postage fee.
10. Will there still be freebies upon pre-ordering the merchandise?
Paper bags and postcards will still be sent to you according to HoYo FEST rules. Since we have run out of badges, they will not be included (this rule will be the same with the other two games).
11. Can I return or exchange the pre-order merchandise after I receive them?
There are no return or exchange services after confirmation of the parcel delivery. Please check and confirm the merchandise before you sign the delivery.
12. What should I do if the merchandise is missing, incorrect, or if other problems occur?
All Attorneys that have successfully placed a pre-order will receive a confirmation email. Please keep this email for future reference. In addition, the sender of the email will be your exclusive customer service contact. If you have any questions, please send your enquiries to the email address.
13. Why can we pre-order merchandise (except for HoYo FEST edition) with limited amounts only from 11/19 to 11/21?
In the previous HoYo FEST FAQs, merchandise items off the shelf will be sold from 11/19 to 11/21. However, we’ve felt our Attorneys’ passion and found that the demand for merchandise might be very high. To ensure fairness and allow more Attorneys to take their beloved merchandise home, we have added more pre-order items for these three days. Due to the limited local inventory, we will need to urgently collect all available merchandise from all over the world and arrange the necessary logistics services. We have made effort to maximize the amount of merchandise to provide a better experience for Attorneys. Thank you for your understanding!
14. Additional remarks
Many thanks to all Attorneys for your support of HoYo FEST. We have been paying attention to Attorneys' feedback and suggestions for HoYo FEST, and we will continue to improve and optimize it.