At SpellArmory, we do our best to ensure your order and service go as smoothly as possible. However, sometimes things can go wrong. Are you not satisfied with a product, delivery, or our service? Let us know – we take your complaint seriously and are happy to work with you to find a solution.

Step 1 – Contact us

If you have a complaint, please report it to us as soon as possible via the contact page or send an email to info@spellarmory.com.

Please include the following in your message:

• Your name.
• Your order number (e.g., #SA-12345).
• A clear description of the complaint.
• Any photos (in case of damage, incorrect delivery, or missing items).

Step 2 – Confirmation & response

We aim to respond to your complaint within 1–2 business days. During busy periods (such as around new Magic: The Gathering releases or holidays), it may take a little longer, but we read and handle all reports personally.

In our response, we will inform you:

• That we have received your complaint.
• How we are investigating the situation.
• What follow-up steps we propose.

Step 3 – Finding a solution

Depending on the situation, we will look for a suitable solution. Possible solutions may include:

• Replacement of a damaged or incorrectly delivered product (if available).
• Delivery of a missing item.
• A (partial) refund.
• Another solution in consultation, appropriate to the situation.

We always try to find a solution that is fair to you as a customer, but also feasible within what SpellArmory can offer.

Complaint about shipping or carrier

Sometimes a problem arises during transport, for example, with a delayed, damaged, or lost package. In that case:

• First, check your Track & Trace information.
• Then contact us if you can't resolve it.

If necessary, we will contact the carrier and keep you informed of the progress. Photos of the packaging and contents help us to act faster.

Orders outside the Netherlands

In some cases, we also ship to other EU countries. Do you have a complaint about an international shipment (e.g., longer delivery time or damage during transport)? Please also report this via the contact page. Please note that the investigation with the carrier may sometimes take a little longer than with domestic shipments.

Disagree with the outcome?

If you disagree with the solution we propose, please let us know. We take your feedback seriously and will consider if there is anything else we can do within reasonable limits.

How to prevent future problems?

We appreciate it if you let us know what you think could be improved – even if it's not an "official" complaint. Feedback helps us to continuously improve SpellArmory and our service.

Are you unsure if something is a complaint or just a question? Feel free to send us a message – we are happy to help.