Frequently Asked Questions (FAQ)
On this page, you'll find answers to frequently asked questions about orders, shipping, returns, payments, pre-orders, and our SpellShards Loyalty Program. Is your question not listed? Let us know via the contact page.
Orders & Shipping
How long does it take for my order to be shipped?
We aim to process and ship orders within 1–2 business days. During busy periods (e.g., around new set releases or holidays), it may take a little longer.
What are the shipping costs?
Shipping costs are calculated automatically during checkout and depend on size and weight. For an indication, please visit the Shipping & Returns page.
Do I receive a Track & Trace code?
Yes. As soon as your order has been shipped, you will receive an email with a Track & Trace code, so you can track your package.
My Track & Trace isn't working or isn't updating. What should I do?
It can sometimes take a few hours for the Track & Trace information to be updated in the carrier's system. If the status remains stuck for a long time or you have doubts, please contact us via the contact page.
Do you also ship to countries other than the Netherlands?
We ship standard within the Netherlands.
Are you ordering from another EU country (e.g., Belgium or Germany)? Please contact us – in many cases, we can ship to your country and arrange a suitable shipping price.
Returns & Complaints
How can I return a product?
You can submit a return request via the Return Request page. There, we explain step-by-step how to proceed and what information we need.
How long do I have to return an item?
The statutory cooling-off period and return period are explained on the Shipping & Returns page. Please check this before requesting a return.
My product arrived damaged or incomplete. What should I do?
That's certainly not supposed to happen. Please contact us as soon as possible via the contact page and, if possible, include photos of:
- The outside of the package.
- The damaged product.
- Any damaged sealing or packaging.
We will work together to find a suitable solution.
I have a complaint. Where can I go?
It's a shame you're not satisfied, but we'd be happy to resolve it with you. Read our procedure on the Complaints page or contact us directly via the contact page.
Payments
Which payment methods does SpellArmory accept?
Currently, you can pay at SpellArmory with iDEAL and credit card (Visa / Mastercard). More information can be found on the Payment Methods page.
Can I also pay with Bancontact or PayPal?
Bancontact and PayPal are not yet offered as standard. We are investigating whether we will add these payment options in the future. Are you missing a certain payment method? Let us know via info@spellarmory.nl – your feedback helps us prioritize.
Is paying at SpellArmory secure?
Yes. Payments are processed through a secure payment environment (SSL). Your payment details are processed by our payment provider and not stored by SpellArmory itself.
Pre-orders
How do pre-orders work at SpellArmory?
With a pre-order, you reserve products before their official release, such as new sets, decks, or bundles. You pay directly when placing the order, and we ship your order around the release date. The full explanation can be found on the Pre-orders page.
What happens if a pre-order is delayed?
Sometimes a delivery from the distributor can be delayed or partially delivered. In that case, we will inform you as best as possible and work together to find a solution, such as waiting for backorder, an alternative product, or a (partial) refund.
Can I combine pre-orders with products that are available for immediate delivery?
Yes, you can. Please note that we usually ship the order in one package once the pre-order is ready. If you want immediately available products sooner, please contact us; in some cases, we may charge extra shipping costs for a second shipment.
SpellShards Loyalty Program
How do I earn SpellShards?
For every euro you spend on products, you earn SpellShards. You can exchange these for discounts via the SpellShards widget. Quests and additional benefits may be added later. All details about Tiers & Quests can be found on the page SpellShards Loyalty Program.
How can I redeem SpellShards?
SpellShards can be redeemed for various rewards, such as:
- Discount on your order (e.g., 100 Shards = €1 discount).
- Special rewards such as booster packs at certain Tiers.
In practice, we arrange this in consultation with your order (e.g., via a discount code or a note with your order). On your loyalty card and in our communications, you can see how many SpellShards you have accumulated and which rewards you can use.
How do I know how many SpellShards I have?
We keep track of your SpellShards balance based on your orders. Through your loyalty note with your package, and where possible via email or account details, we will inform you about your current balance and your current Tier.
Account & Other Questions
Do I need an account to order?
No, you can also order as a guest. With an account, it is easier to view your order history and (in the future) your SpellShards.
I made a mistake in my address or order. What now?
Please contact us as soon as possible via the contact page and state your order number and the correct details. If your order has not yet been shipped, we will adjust it for you where possible.
How can I reach SpellArmory?
You can reach us via the contact page or by sending an email to info@spellarmory.nl. We try to respond within 1–2 business days.
Is your question still not listed? Let us know – then we'll help you personally and can further supplement this FAQ for other players.