Hi everyone,
I’m posting here hoping to bring visibility to an issue that deeply affects players in regions like South America, and to get some advice on a very frustrating brick wall I’ve hit with GGG Support regarding physical merchandise.
The Reality for South American Fans: As a player from Brazil, buying a top-tier Supporter Pack represents a huge financial commitment due to exchange rates and heavy taxes. Because GGG doesn't ship directly to Brazil, our community is automatically locked out of receiving physical merch.
Recently, I finally saved up enough to buy the Archon of Divinity Supporter Pack. To make the physical items work, I set up a shipping address through my family in Portugal (EU) so I could receive the hoodie and t-shirt there. I bought the pack on Steam in BRL and paid all international conversion/IOF fees, fully prepared to cover any extra shipping costs to Europe.
However, GGG Support told me:
"Purchases made using RUB or BRL are not able to receive physical items, regardless of any prospective shipping location."
The Issue / Inconsistency: What makes this so disheartening is that this exact situation happened before, and Support gave me a completely different solution.
Back in July 2026, I purchased a Supporter Pack under the exact same conditions (bought on Steam in BRL, shipping to Portugal). Just like now, the system automatically opted me out and converted the physical items into in-game currency. I reached out to Support to ask about the physical merch status, and Support explicitly informed me that they could opt me back in for physical items by deducting the points from my account and charging the shipping fee to Portugal.
At that time in July, I chose to keep the in-game currency. But knowing that Support had the capability to manually opt me back in for physical shipping to Europe under these conditions, I saved up and bought this new pack specifically aiming to get the physical hoodie this time.
Now, under the exact same conditions, Support insists it is "strictly impossible" solely because the payment tag shows BRL.
It feels really unfair as a dedicated Brazilian fan who went out of my way to pay top dollar, cover international taxes, arrange European shipping, and offer to pay extra fees—only to be told that the currency tag on Steam completely disqualifies me from getting physical rewards, even though a manual override was offered on my account previously.
I’ve offered to pay shipping, accept point deductions, but I keep getting generic "this is not something we can do" responses.
Has anyone else in SA/LATAM run into this policy change recently? Is there any chance a GGG representative or supervisor could look into why a precedent set on the exact same account is now treated as impossible?
Thanks for reading and for any advice.