At SpellArmory, we do our best to ensure your order and service go as smoothly as possible. However, sometimes things can go wrong. 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.nl .

Please state in your message:

• Your name .
• Your order number (for example #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 peak periods (such as 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 let you know:

• That we have received your complaint.
• How we investigate the situation.
• What next steps we propose.

Step 3 – Looking for a solution

Depending on the situation, we'll find a suitable solution. Possible solutions include:

• Replacement of a damaged or incorrectly delivered product (if available).
• The 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, a delayed, damaged, or missing package. In that case:

• Please check your Track & Trace information first.
• Then, if you are unable to resolve the issue, please contact us.

If necessary, we will contact the carrier and keep you updated on the progress. Photos of the packaging and contents help us respond more quickly.

Orders outside the Netherlands

In some cases, we also ship to other EU countries. If you have a complaint about an international shipment (for example, a longer delivery time or damage during transport), please report it via the contact page. Please note that the investigation with the carrier can 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'll take your feedback seriously and see if we can do anything else within reason.

How do you prevent problems in the future?

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 continuously improve SpellArmory and our service.

Not sure if something is a complaint or just a question? Feel free to send us a message – we're happy to help.