Frequently Asked Questions (FAQ)

Quickly find answers to frequently asked questions (FAQs) about our products and services. Easy and clear!

To order

Pre-order information

Are you also excited for the new Pokemon TCG release and want to get it quickly? At Pokemonwinkel.nl, we offer you the option to pre-order a future release. Sometimes, a pre-ordered product may be delayed by Pokemon itself or there may be a delay in the shipping process. Unfortunately, this is out of our control. Your order will be delivered to you as quickly as possible. Unfortunately, you cannot cancel pre-orders. This is because we strive to ensure speedy shipping of your products, and your order is sent directly to our warehouse.

You can of course return the package or refuse it upon arrival.

Pay

We accept a wide range of payment methods:

Returns

If you're not satisfied with your order from PokemonWinkel.nl, you can return unused items within 14 days of receipt (see also Article 6 of our Terms and Conditions). After receiving the returned item, the purchase price will be refunded within 3 days.

If the product is defective upon receipt, please contact our customer service immediately.

If you wish to return the order, please return the packing slip together with the products to the following address:

PokemonWinkel.nl
PO Box 33
8200 AA Lelystad

Shipping costs are at your own expense.

When refunding returned products, the shipping costs incurred for the original order will not be refunded.

Shipping and delivery

We deliver all our products within 24 hours of payment. Ordered before 3:00 PM will be delivered the next working day! There is an exception for products that are out of stock or for pre-orders. This will be clearly indicated on the relevant product.

We ship with PostNL. You will receive a track and trace code from us once your package has been shipped.

Dispatch

We ship all our products within 24 hours of payment. Orders placed before 3:00 PM are delivered the next business day! There are exceptions for out-of-stock products and pre-orders. This will be clearly indicated with the product details.

We ship with PostNL. You'll receive a track and trace code from us once your package has been shipped.

All our products are shipped free of charge above €350.

Customer service

The fastest method currently is via our Live Chat

Our customer service is available Monday through Friday from 9:00 AM to 5:00 PM. You can reach us in several ways:

Via the Live Chat (button at the bottom right of the website)
Telephone: +31 (0)320 331 570
Chamber of Commerce number: 76716384


Mailing address:

PokemonWinkel.nl
PO Box 33
8200 AA Lelystad


Terms and Conditions

Article 1 – Identity

These are the general terms and conditions of PKMWinkel (trading name PKMWinkel).
Located at Zeilweg 32, 8243 PK, Lelystad, Netherlands.
PKMWinkel (trade name PKMWinkel) is part of Nero Trading BV and registered with the Chamber of Commerce in Lelystad, under Chamber of Commerce number 76716384 and VAT number.

Independent Pokemon store by Nero Trading BV We are not affiliated with The Pokemon Company or its distribution network (Nintendo of America Inc., Nintendo Co. Ltd., Creatures Inc. and/o Game Freak Inc.).

Article 2 – Applicability

These general terms and conditions apply to every offer from PKMWinkel and to every agreement concluded between PKMWinkel and the consumer.
No agreement can be concluded with the consumer without the consumer's consent.
By placing an order in the PKMWinkel webshop, the consumer agrees to the general terms and conditions.

Article 3 – The offer

PKMWinkel cannot guarantee that the website is always free of content or grammatical errors. Furthermore, PKMWinkel cannot guarantee that the information on the website is always up-to-date. PKMWinkel reserves the right to change the content of the website at any time.
The colors on the screen of the device the consumer is using may differ from the colors of the original product. This can be due to factors such as the device's settings. PKMWinkel makes every effort to display the correct colors in our webshop.

Article 4 – The price and payment

The listed product prices include 21% VAT and include shipping costs from EUR 150.
PKMWinkel accepts payments via iDeal, PayPal, Visa, MasterCard, Direct Bank Transfer, SOFORT Banking, and Bitcoin.

Article 5 – Delivery

PKMWinkel ships worldwide.
All products are shipped in collaboration with PostNL.
Orders are delivered to the consumer within two business days of successful payment. Delays in product delivery may occur, and because PKMWinkel relies on partners for the delivery of its products, PKMWinkel cannot be held liable for these delays.
PKMWinkel is not responsible for: failed deliveries due to the recipient not being at the specified address at the time of delivery, deteriorated product quality due to providing an incorrect delivery address, or deteriorated product quality due to improper handling by the recipient.

Article 6 – Exercise of the right of withdrawal by the consumer

If the consumer wishes to exercise his right of withdrawal, he must notify PKMWinkel of this within the cooling-off period.
The consumer has the right to return the order within 14 (fourteen) days after receiving the order.
The consumer returns the product with all supplied accessories, in unused condition, and in accordance with the instructions provided by PKMWinkel.
Products on sale, when clearly stated by PKMWinkel, may not be returned.

Article 7 – Intellectual property

The website, Pokemonwinkel.nl, and all its subdomains are part of the intellectual property of PKMWinkel. Nothing may be copied or used without the explicit permission of PKMWinkel.

Article 8 – Privacy

Personal information is stored and used to deliver the customer's order, and is handled with care. Personal information will never be shared with third parties.

Article 9 – Liability

PKMWinkel is not liable for damage caused by the use of a product. This does not apply if such damage is caused by our intent, negligence, or deliberate recklessness. In any case, the right to compensation will be limited to the amount of the product ordered and paid for.