Dan & Phil Shop Reviews 269

UPDATE:
After my review I was contacted by Martyn at IRL shop. He explained that they are having troubles with their mailing service and are hoping to get their socials up again for updates. I do genuinely believe they are trying their best in this situation to do all they can :)

Ordered from the Australian store 26th of may with express shipping as I'm going to Canada soon. I got no confirmation email. After a week went by I sent them an email asking what happened, they said they were waiting for the merch to arrive to the Australian warehouse and it would be sent out on the 15th of June. (It wasnt.) It is now the 29th of june, I haven't received a confirmation email nor has the package been sent.

I understand these things happen but why have the merch store if not all the warehouses had stock??! Not only that, why not have a warning on the website or let customers know in some capacity.

I'm very disappointed as I leave for Canada in a week and won't be back in Australia for 3 months 💔 i just ordered two shirts that were "in stock"

Update: Items have finally arrived, and have now properly been in contact back and forth with customer support. I am happy with the items themselves and the way they fit even if the process to get them was a bit frustrating. I will still be a bit wary when making future orders but it seems like they are committed to change

I ordered a handful of items on the 26th of May, several of which had that they would ship by the 15th in the description. That’s fine, especially as an Australian I’m used to waiting for packages and I was thrilled that they even had an Australian store.

The 15th passed with absolutely no word, I waited a couple more days before emailing customer support. Several more days later I finally got a response from the UK customer service which was a generic copy and paste email that made it seem as though they hadn’t even read my email, i understand they are overwhelmed due to other issues with the UK photocards supply but it’s very frustrating.

Delays happen and I can understand that but the complete lack of communication is appalling and even when I get my package whenever that is I will be very hesitant to make any future orders, I hope changes will be made in the near future regarding communication, I think all customers should’ve been informed of potential delays

I hate to say this but 1 star is being generous. I have emailed the customer service email to this website 5 times and still have not gotten any type of reply. I ordered my merch when it first dropped on the 25th of March and have heard nothing about my order since. I have been trying to track it through shop but because it has been so long since i ordered it is not even recognising the order anymore. Many people have gotten their orders so why have some people got them and some haven’t? and why the horrible customer service? where is my money going if i’m not getting my order?

I ordered TIT Merch on May 25th 2025 at 1:43pm. When I ordered my merch, the item descriptions said they'd ship out by June 15th. It's now June 28th and I have received no updates on when what I've ordered will arrive. I emailed customer service twice. Twice. Just to get an order confirmation. I am just upset and frustrated that my merch has not at the very least shipped. I have not had an issue like this before with this company. When I've ordered before, things arrived in a timely manner. I understand that delays happen but this is unacceptable. I just want my merch.

I have 2 orders that were purchased when the merch dropped that still have not arrived with no tracking or anything. I thought it would arrive in time next week as its a birthday gift and the person's birthday is next Thursday. I guess that's £50+ down the drain.

I was one of the people who received duplicate photo card packs and after reviewing them here, Martyn was quick to get in touch to sort out my issue quickly which I am super pleased about.

I just had one other issue this time that I’ve since emailed about but haven’t received a reply yet.

One of the cards I needed to complete my collection was the holographic shiny hand heart Dan card and I was soooo thrilled to have pulled it from one of the packs but I immediately noticed the Dan print on the card is *extremely* chipped and damaged (I included a photo in the email I sent with the damage circled) which is such a shame as it’s very noticeable and I want to have all my cards displayed.

I’m actually writing this for the second time as when I did a few days ago, Sarah got in touch with me and said she would find one of those exact cards and send me it as a replacement - and that she’d keep me posted, but despite sending me a couple of follow up emails, no one has reached out again to let me know if it’s been sent to me yet. If Martyn or Sarah are reading this, can you please verify for me?

bought a shirt, it was good quality and so was the print, arrived within days:)

I ordered from Dan and Phil’s US shop on May 25 when the TIT merch first dropped. I emailed customer service on June 23 asking about my order, and they said that the items I ordered were pre-sale. That all orders for that would be coming out this week, and that I would receive a confirmation email if not already. None of these things has happened. This is my first time ordering from Dan and Phil’s shop bc I have my own adult money, and I'm honestly really disappointed. I’ve been looking forward to buying their merch for ages, and this is not what I expected from their shop. I’ve seen so many people have similar issues w their orders, and I just really want my hoodie and photo cards.

Edit August 6, 2025:
In late June, Martyn, the Director of Merch, emailed me about my order. Soon after our conversation, my order was finally shipped and delivered around July 4th. I now know that this whole issue was due to duplicate trading cards in the UK, but there was 0 communication from the merch team to those in the US, and I think that caused this whole issue. If there had been some kind of press release or mass email sent to everyone whose order was on hold, that would have caused way less panic and anger from customers. I am super appreciative that my order came in, and I'm wearing my TIT hoodie while writing this. Thank you, Martyn, for fixing things for me!

No communication. I ordered an item with a delivery time frame of 2 weeks and have heard nothing. i did not get a confirmation email or tracking number. it has now been over a month

I would wait until my order has arrived but honestly i dont know when that is going to be.
I purchased my order on may 26th the day that the merch came online, and it said that items would be shipped out around mid june. i have gotten no emails since then to confirm anything, or to give me shipping updates, or anything at all.
i understand that there can be delays, but this is now coming over 2 weeks since the order was supposed to be shipped out and nothing, no communication.

some communication on why there is a delay would be great, im fine with delays, but this cost me alot of money! and i was willing to spend it, and im still excited for when it finally arrives, but the lack of communication is tainting it for me. just an email to let me know that my order may be experiencing some delays, but that its not just been lost would be great!

Ordered photo cards and it took ages to get a confirmation on the shipping, which is fine but very annoying since most places will give you at least an email saying the orders been placed even if there’s no shipping info yet. Eventually did get the confirmation email but that was multiple weeks after these were ordered. Also when I got my actual cards there were like flakes of paper in a few of the bags, very much so looked like extra tiny scraps of paper got in from when they were cut, but they way they were in the bag made it so when I tired to brush them off when they did come off it had effected how the card itself looked and can see indents and portions missing where it was. This wouldn’t have been as big a deal for me if they weren’t sold out meaning I can’t just buy more to replace the damaged ones, but alas, they are, overall just disappointed.

Fast delivery and the products met expectations

I really wanted to wait until my order at least shipped to do this but this seems to be the easiest way to get the message across.
I ordered 11 packs of photocards, 10 for myself and 1 for a friend. In doing so I ordered these the second they were available on the store (the first drop, not the preorder). Shipping time frame was I think mid June. I have always been super understanding that I order from the Australia Shop and live in New Zealand so the international part may take longer. I never received a confirmation email and for an order worth over $200 NZD I was quite concerned.

Order placed May 26th. 19th June no communication, no shipping, nothing. Emailed the Australian Customer Service email, and then over 24hrs later received a generic email from the UK Customer Service team noting "Please read the following based on your specific concern". None of the bullet points answered my question in my original email, any updates for my order and why no confirmation email.

In the generic email it is noted there is "slight production delays", which I completely understand is likely no one's fault, and sorting out the duplicate issue has probably made this worse. This was only sent in an email in response to people already reaching out, we have never been sent an update. If there is a lengthy delay I would expect all involved customers to be sent an email, before the customers reach out to the company.

It is now the 28th June. I have no email confirmation, no specific communication regarding the status of my order, no shipping information. Even an update giving everyone involved an expected timeline of shipping and receiving orders. As everyone who has ordered from the Australian Shop has seen the issues with photocards in both UK and US shops and we are all still waiting for our orders but also wondering if we will experience the same issues when our orders DO arrive.

Two stars for now as I can't speak for my physical order yet.

My order was meant to ship over two weeks ago and hasn’t even been packaged AND has disappeared from the app it tells you to get to be able to track it, there goes my money I guess-

My experience ordering from dan and phil shop has been unsatisfactory to say the least. i ordered two packs of photocards and never received a confirmation email after ordering. furthermore, it took nearly a month for them to ship, and when they finally arrived the two packs were duplicates with only one card changed in each. this has been extremely disappointing as i have been a fan for years and was extremely excited for this package

i love dan and phil, but oh my god does irlmerch need to sort out whatever is going on.
i ordered 10 minutes after the drop on may 25th, and did not receive my order til the 27th of june. not only that, i didnt even receive any sort of tracking until the 26th of june, nor did i get a confirmation email.
i emailed about both the month i waited, and received automated responses assuring me that they would send a new confirmation email, but alas!
i dont want a pity email. i dont want an apology. i dont want a refund. i want these issues that have been going on for YEARS now to be fixed. its ridiculous. time after time these issues are just pushed to the side with apologies yet nothing has been done to prove that they are actually sorry.
i dont plan on buying anything from either dan or phil until these issues get sorted out.

I ordered 15 photocard packs, which were advertised as randomized from a set of 55. I received only 29 unique cards total. The rest were duplicates across 10 packs. Only a third of my purchase was randomized as advertised. While this might sound like bad luck, it’s not. This shop has had a years-long pattern of customer complaints such as:

incorrect orders
poor packaging causing damage
long delays with little to no communication
surprise customs fees
outdated or incorrect stock sent without notice
hollow apologies with no real follow-through

The root issues remain consistent across drops, and this recent example is no different. I reached out to request a refund. Instead, I was offered more merch. I declined and here’s why: offering gifts or replacements as the default “fix” is not accountability. It lets the shop keep the sale while appearing generous. It shifts the burden of resolution onto the customer, who’s expected to accept more product instead of getting a refund for what was misrepresented. This tactic creates the illusion of resolution while the actual harm goes unaddressed.

More troubling is how some customers who’ve left honest, negative reviews were privately contacted by the co-founder himself. He encouraged to edit or delete their review for the well being of the company. That is not ethical. Reviews should exist to inform other customers, not as leverage to protect brand image. This behavior coming from leadership reveals a business philosophy focused more on optics than actual improvement. When the shop silences criticism with side gifts and emotional appeals, there’s no real pressure to change.

The emotional connection fans have with Dan and Phil is often used against us. Many tolerate poor service out of loyalty. But loyalty is not a substitute for quality, and fans deserve more than apologies and vague promises. I’ve supported this shop since 2018, and this is the first time I’ve spoken about it this publicly. It’s time.

This review isn’t meant to be cruel. It’s a call for transparency, basic accountability, and better standards. Speak up, ask for refunds, and demand what was promised. We deserve better.

The co-founder’s response to my clear and respectful refund request avoided responsibility, downplayed the issue, and emphasized “effort” over outcome. He continued to offer compensation in the form of more gifts, which sidesteps what’s broken: the quality control, transparency, and customer care. It’s not about how sorry they claim to be, it’s about what they do to fix what’s wrong. I truly hope they choose to listen and evolve. We cannot keep settling for surface-level fixes. This community deserves honesty, not damage control.

I've been going back and forth about whether or not I wanted to leave a review or not, since I think the owners of this company genuinely care a lot about their products and services, but it would be dishonest to just accept the disappointing service I've recently received.

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Edit: It was a very nice surprise that the owner of the company personally reached out to look at the issues I've experienced and he was able to help me out! It's still a bummer it took leaving a review but since it's been dealt with I think this shop deserves an updated review from me. I hope what happened before won't happen again!

I love dan and phil, and as such wanted to support them. I didnt have any problems with either of the calendars I ordered. Nor did I have a problem with the 2009 longsleeve, even though it took over a month to come in (the company they use for shipping was having issues, I dont blame irl merch for this). The tiny horse shirt that I ordered came in in a reasonable window, but its been half a year and the design isnt holding up well. I have a similar issue with the shirt I bought on tour. These shirts are too expensive for the quality they are. I ordered the terrible influence hoodie on May 25, 2025 and have not recieved my confirmation email or any information about the order. It is June 27th, 2025. I have emailed irl merch twice and recieved automated messages both times. I have seen friends say that they got all the information they were asking for after they left a review, and I think that sets a bad precident. People shouldnt have to leave a negative review in order to actually recieve their order. Its especially frustrating because I couldnt afford the hoodie and the tshirt on tour, so I have been saving for the hoodie. And now Im not even sure I'll get it.

my order never came, the tracking on shopify moved to Past Orders (which it's only supposed to do upon delivery), and the order now comes up with an error while the tracking on dan and phil shop still says "Order Confirmed". it's been weeks.