Frequently Asked Questions
In this section, you'll find answers to the most common questions about our products and services. If you can't find the information you need, you can contact our customer service team.
🛒 Pre-purchase/Pre-sale
In this section, we answer questions about pre-orders for products not yet released, delivery dates, cancellations, and special conditions.
1. What does “pre-purchase” mean?
It is a pre-order for a product that has not yet been officially released by the manufacturer or distributor.
2. When are pre-orders shipped?
As soon as the manufacturer releases the product. The dates indicated on the website are estimated.
3. Can I cancel a pre-order?
Yes, but a 10% penalty applies to the amount.
4. What happens if I purchase a full box on request?
Full boxes ordered are non-returnable.
5. Can in-stock products and pre-orders be combined in a single order?
Yes, but shipping will take place once the pre-ordered product arrives.
🚚 Shipping
We explain how delivery times work, order tracking, weekend deliveries, incidents, and local delivery options.
1. How long does it take for my order to arrive?
Express shipping to the Peninsula: 24–48 business hours. Free for orders over €180.
2. Do orders have a tracking number?
Yes, all orders include tracking, which you'll receive by email when they leave our warehouse.
3. Do you ship orders on weekends?
No. Orders placed on Friday afternoon or Saturday are processed the following business day.
4. Do you offer local delivery?
Yes, in Salou (43840). You can pick up your order or receive it on the same or next business day.
5. What happens if my order arrives incomplete or incorrect?
Contact us using the form with your order number and photos. We'll review the issue and provide a solution.
💳 Payments
Here's information about all the payment methods we accept, their limitations, PokePoint usage, and local delivery options.
1. What payment methods do you accept?
Bizum, Apple Pay, Google Pay, debit/credit card, PayPal, and cryptocurrencies (Bitcoin, Ethereum, USDT).
2. Can I pay cash on delivery?
No, we do not offer cash on delivery.
3. Do you accept bank transfers?
No, we do not currently work with transfers.
4. Can I pay in cash?
Yes, only with the local delivery option in Salou.
5. Can I pay with multiple methods at once (example: card + points)?
Yes, you can use your accumulated Pokepoints and the rest with any of the available methods.
↩️ Returns
In this section, we answer the most common questions about returns: deadlines, conditions, exclusions, and the refund process.
1. How long do I have to return a product?
14 calendar days from receipt of your order.
2. Which products are not returnable?
Open, personalized products or full boxes upon request.
3. How do I initiate a return?
Fill out the contact form with your order number and we'll guide you through the steps.
4. Who pays the return costs?
The customer, except for our error (incorrect, defective or incomplete product).
5. When will I receive my refund?
Once we receive the returned product and check its condition, we will issue the refund within a maximum of 7 days.
🧾 Address
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1. Can I correct my shipping address if I made a mistake?
Yes. If your order hasn't shipped yet, we'll update it without any problem. If it's already in transit, it can return to our facilities, and you'll have to pay for a new shipment or accept a refund with a reverse logistics discount.
2. How do I request a change of address?
Fill out the contact form, including your order number and the correct address.
3. What happens if the shipping company can't find my address?
The package will be returned to our facilities. We will contact you to arrange a new shipment (at an additional cost) or process a partial refund.
4. Can I change the address after receiving the follow-up email?
In most cases, no, as the order is already on its way. However, you can try contacting the shipping company with the tracking number.
5. Do you ship to international addresses?
Yes, we ship outside of Spain, although delivery times and costs vary depending on the destination.
