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 . Don't see your question there? Let us know via the contact page .
Orders & Shipping
How long does it take for my order to ship?
We aim to process and ship orders within 1-2 business days . During peak periods (e.g., around new set releases or holidays), it may take a little longer.
How much are the shipping costs?
Shipping costs are calculated automatically during checkout and depend on size and weight. For an estimate, please visit the Shipping & Returns page.
Will 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 several hours for the Track & Trace information to be updated in the carrier's system. If the status remains unanswered for a long time or you have any questions, please contact us via the contact page .
Do you also ship to countries other than the Netherlands?
We ship within the Netherlands as standard.
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 we will calculate 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?
The statutory cooling-off period and return period are explained on the Shipping & Returns page. Please check these before requesting a return.
My product arrived damaged or incomplete. What should I do?
That's certainly not the intention. 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?
We're sorry you're not satisfied, but we'd like to resolve this with you. Read our procedure on the Complaints page or contact us directly via the contact page .
Payments
What payment methods does SpellArmory accept?
Currently, SpellArmory accepts iDEAL and credit cards (Visa/Mastercard) . More information can be found on the Payment Methods page.
Can I also pay with Bancontact or PayPal?
Bancontact and PayPal aren't currently offered as standard. We're investigating whether to add these payment options in the future. Are you missing a specific payment method? Let us know at info@spellarmory.nl – your feedback helps us prioritize options.
Is paying at SpellArmory safe?
Yes. Payments are processed through a secure payment environment (SSL) . Your payment information is 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 immediately upon placing your order, and we ship your order around the time of release. Full details can be found on the Pre-orders page.
What happens if a pre-order is delayed?
Sometimes a delivery from the distributor may be delayed or partially delivered. In that case, we will inform you as best we can and work with you to find a solution, such as waiting for a subsequent delivery, an alternative product, or a (partial) refund.
Can I combine pre-orders with immediately available products?
Yes, that's possible. Please note that we usually ship the order in one package once the pre-order is ready. If you'd like to receive products that are available for immediate delivery sooner, please contact us; in some cases, we'll charge additional shipping costs for a second shipment.
SpellShards Loyalty Program
How do I earn SpellShards?
For every euro you spend on products at SpellArmory, you earn SpellShards . You can redeem these later for discounts, boosters, and other rewards. Full details about Tiers & Quests can be found on the SpellShards Loyalty Program page.
How can I redeem SpellShards?
SpellShards can be exchanged for various rewards, such as:
- Discount on your order (for example 100 Shards = €1 discount).
- Special rewards such as booster packs at certain Tiers.
In practice, we do this in consultation with you when you place your order (for example, via a discount code or a note with your order). You can see how many SpellShards you have accumulated and which rewards you can use on your loyalty card and in our communications.
How do I know how many SpellShards I have?
We track your SpellShards balance based on your orders. We'll keep you informed of your current balance and Tier via your loyalty note included with your package, and where possible, via email or account information.
Account & other questions
Do I need an account to order?
No, you can also order as a guest. Having an account makes it 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 include your order number and the correct information. If your order hasn't shipped yet, we'll 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 aim to respond within 1–2 business days .
Still haven't found your question? Let us know – we'll help you personally and help you improve this FAQ for other players.