Frequently Asked Question [FAQ]

Q: Why is there a delay for orders after 14th January suddenly? 

A: In view of COVID-19 and the upcoming spring holidays, the flagship store will stop sending out orders made after 14 January 23:59 GMT+8. While there is no exact date as to when they will resume their operations, the estimated time frame the ready parcels will be sent out is around End February.

Q: Are you related to Mihoyo or Genshin Impact?

A: No, we are not. But the [Official] Merchandise comes from the Genshin Impact Flagship Store in China.


Q: How does the order processing work?

A: Once the payment is confirmed, we will process the order immediately. Upon the arrival of the goods at our warehouse, we will package it neatly and safely before shipping it over to you.


Q: Why are the official items a little pricey? 

A: The base price of such merchandise are high since they are purchased from the official Genshin Impact store. The prices reflected here are as such in consideration of high shipping fees and handling costs.


Q: How are the pre-orders processed? 

A: Due to differences in pre-order timings for all of the products, your parcel will only be shipped out when the item (with the latest date) is back in stock.


Q: How long is the average shipping time? 

A: Due to COVID measures, shipments will take longer. Do expect 3-7 weeks of delivery time.


Q: Why should I choose Genshin.Shop? 

A: We are always on the lookout for the latest merchandise and pre-order dates, so that you will get accurate updates on your favourite merchandise. 

Q: What are "Fan-Made" Merchandise?

A: Fan-made merchandise are products/items made by fans of the game [NOT US]. The products that are listed as "Fan-Made" are NOT official and are sourced from the supplier themselves, which we will put inside the description of the products. 

Q: Help! I've got an issue. Where can I reach out to you?

A: You can drop us a message on Instagram for faster replies! IG: Alternatively, feel free to email us at Our friendly customer service officers will get back to you in a timely manner. 

Q: Are you sure you can/are authorised to sell Genshin Impact merchandise?

A: There is no hard law that official/authentic items cannot be re-sold. It's fair as the items are purchased from Mihoyo's flagship store itself, meaning that the products are official and your purchases and funds will go to and through them. Furthermore, we've established ourselves as a middle man of no affiliation to them, and only serve to make your purchases fuss-free!