Frequently Asked Questions (FAQ)
Here you will find answers to the most important questions about Smilecards. For details about shipping, see our shipping information . If anything remains unclear, please feel free to write to us via the contact form .
Shipping & Delivery
How long does shipping take?
The delivery time is usually 1-3 working days (DE) once your order has been shipped.
You can find more information in our shipping information .
How much are the shipping costs?
Shipping costs will be displayed at checkout. Shipping is free for orders over €100 (depending on the promotion/region).
Details: Shipping information
Which shipping provider do you use?
We select a suitable shipping provider depending on the destination and package size. If available, you will receive a tracking number after shipment.
For questions about your shipment: Contact form
Order & Payment
What payment methods do you offer?
You can choose from the available secure payment methods at checkout (e.g. card, PayPal, Klarna – depending on availability).
Can I change or cancel my order afterwards?
As long as your order hasn't been shipped yet, we'll gladly try to help. Write to us as soon as possible with your order number .
Products & Authenticity
Are your Pokémon products genuine?
Yes. We sell exclusively original products and ensure secure sources of supply.
Have the boosters/displays been weighed or tampered with?
No. We do not sell intentionally manipulated or "searched" products. All goods are carefully stored and securely packaged.
Returns & Complaints
Can I return items?
As a consumer, you generally have a right of withdrawal . Details (deadlines, conditions, exceptions) can be found in our cancellation policy.
What if my package arrives damaged?
Please take photos of the package and its contents and contact us as soon as possible – we will find a solution.
Pre-orders
How do pre-orders work?
For pre-orders, we ship as soon as the goods are available. Release dates may change in rare cases.
Are pre-orders shipped together with in-stock items?
If you order in-stock items and pre-orders together, everything may be shipped together as soon as the pre-order items become available. For faster shipping, order separately.
contact
What's the quickest way to reach you?
The best way is via our contact form . Please always include your order number in any order inquiries.