FAQ
To order
How does Pre-Order work?
Are you also excited about the new Pokemon TCG release?
and do you also want to have this at home quickly? We at Pokemonwinkel.nl offer
you then have the option to pre-order a future release. It's possible
Sometimes a pre-order product may be delayed by Pokemon itself
is being delivered or there is a delay in the transport chain. Here
unfortunately we can't do anything about it. Your order will be delivered as soon as possible
be delivered to you. Unfortunately, you cannot cancel pre-orders with us.
This is because we like to keep the speed high when sending your
products and your order is immediately sent to the warehouse.
You can of course return or refuse the package upon arrival.
Can I cancel my order?
We use very fast processing times for our orders. For this reason, canceling an order is often not possible because it is already at the warehouse for processing.
What are the shipping costs?
For shipping within the Netherlands with a total order value of €150 or higher, you still benefit from free shipping. Is the total
order value lower than this amount, we ask for a contribution of €4.95. within the Netherlands or €6.95 to Belgium.
If the entire order is returned, the shipping costs will be charged
(if paid) will be refunded. If part of the order
is returned, any shipping costs will not be charged
refunded.
Where can I find my order number?
You will receive this in the confirmation email and with the overview of your customer account and it will also be included on the packing slip.
What payment methods do you have?
We accept: iDeal, Creditcard, Bancontact, ApplePay, GooglePay, Giropay, Unionpay and PayPal.
Dispatch
We use PostNL for all our shipments. If you order before 3:00 PM on workdays, you will receive your order the next day.
When do I receive my order?
If you on working days
If you have ordered before 3:00 PM, delivery will take place in 99% of the cases
a product that is in stock will be delivered the next working day (incl
Saturday).
My PostNL track and trace is not updating
Since we process orders automatically, you will immediately receive a track and trace sent to your email. Even if the product has not yet arrived at PostNL
receipt has been taken. The track and trace will update automatically as soon as
PostNL has scanned the package.
Can I have my package delivered somewhere else?
Of course. You can then specify a different delivery address when ordering.
Send back
You can return an unopened product to us within 14 days. For further information see below.
How do I return my product?
If you are not satisfied with your order at PokémonWinkel.nl, then
You can return the unused products within 14 days of receipt
returns (see also article 6 of our General Terms and Conditions). After
The purchase amount will be refunded upon receipt of the returned product
Booked back 3 days.
If the product is defective upon receipt, we ask you to contact our customer service immediately. We will then send you a new one within one working day after receiving the defective product.
The shipping costs are at your own expense. If you have the
If you want to return your order, please send the packing slip together with the
products back to the following address:
PokémonWinkel.nl
PO Box 33
8200 AA Lelystad
How quickly will I get my money back?
You will receive the money back into your checking account within 72 hours of receiving and checking your return.
I have a complaint
Do you have a complaint about a delivery or a product? We always do our utmost to help you as soon as possible. You can always email complaints to support@pokemonwinkel.nl
Always send an email or live chat message to our support heroes first. We strive to always look for a suitable solution.
My product is damaged
It can happen that a product is damaged during transport. This is of course very annoying. You can then contact our support and we will look for a solution.
Small damage
It is always possible that there is minor damage to the product. For example, a scratch on the seal or a very small dent in the box. You can then return the product at your own expense and we will exchange it. Unfortunately, this is not covered by our free returns service because these types of minor imperfections can always arise during transport.