Something went wrong? Let us know.
We do our best to process every SpellArmory order with care. Is there something wrong with a product, delivery, or our service after all? Please contact us. We will look into the situation and seek a suitable solution.
How do we handle a complaint?
Let us know what happened
Contact us via our contact page or by email. When regarding an order, please include your order number and briefly explain what went wrong.
We will review the situation
We will check the order and any photos, tracking, product information, or other data necessary to properly assess the complaint.
We propose a solution
Depending on the situation, this could involve replacement, a follow-up delivery, repairs, a refund, or another appropriate solution.
What do we need from you?
The clearer the report, the faster we can usually assess what happened. Where possible, please include:
- your name and email address;
- your order number;
- which product or order it concerns;
- a brief description of the issue;
- photos if there is damage, an incorrect delivery, missing content, or a problem with the product packaging;
- in case of transport damage, preferably also photos of the shipping box, inner packaging, and the shipping label.
For a standard complaint, you do not need to provide more personal data than is necessary to assess the situation.
Common situations
Damaged or incorrect product
Has a product arrived damaged, is something missing, or have you received a product other than what you ordered? Please contact us as soon as possible and include photos where possible.
Issue with a single
Do you feel that the received card clearly deviates from the offered version or condition? Preferably send us clear photos of the front and back so we can assess the card.
Delayed or missing package
Check the Track & Trace first. If the shipment remains stuck for an unusually long time or appears to be missing, please contact us. We are your point of contact and will open an investigation with the carrier if necessary.
Pre-order or reprint wave
Do you have a question or complaint regarding a changed delivery date, allocation, or a reprint wave? Please include your order number so we can check the current status of your reservation.
Complaint regarding a defective product
A complaint regarding a product that does not meet what you could reasonably expect is separate from your standard right of return.
Legal warranty applies to consumers. If a product is defective or does not conform to the agreement, SpellArmory as the seller is your point of contact. Depending on the situation, according to legal rules, this may involve repair, replacement, price reduction, or a refund.
For singles and other used products, we take into account the condition, features, and any defects clearly stated with the product prior to purchase.
Complaint regarding shipping
As the seller, we handle problems during transport with you. For a SpellArmory order, you do not need to open an investigation with PostNL or DHL yourself.
In case of damage to the package, we do ask you to keep the packaging material and take photos. This information may be necessary for the investigation with the carrier.
More information can be found on our Shipping & Returns page.
When will you get a reply?
We normally try to answer complaints within 1–2 business days.
If a complaint requires further investigation, for example with a carrier, supplier, or in a more complex product situation, the full resolution may take longer. In that case, we will let you know that we are working on it and what the next step is.
Not satisfied with our solution?
Let us know if you feel our proposed solution does not properly resolve the problem. We are happy to see if there is additional information or if another appropriate solution is possible.
If, as a consumer, you are ultimately unable to resolve the issue with us, you can seek independent advice. For example, Dutch consumers can find information at ACM ConsuWijzer or the Juridisch Loket.
If you live in another EU country, Norway, or Iceland and have a cross-border dispute with SpellArmory as a consumer, you can also contact the European Consumer Centre in the country where you reside.
Do you actually want to return or cancel?
Do you not have a complaint but would you like to return an order or cancel an order that has not yet been shipped? Please use your SpellArmory customer account.
Request a return or cancellation View return policySubmit a complaint
Tell us what happened and, for an existing order, preferably include your order number. We will review your report as soon as possible.
To the contact page info@spellarmory.com