Shipping & Returns
Everything about the delivery of your order, free pickup and your rights when returning items. Have a question? We are happy to help.
Shipping costs within the Netherlands
The order amount includes VAT and is calculated after any discounts, without shipping costs. The costs apply once per order, for all product categories: games, consoles, Pokémon and other TCG, merchandise and accessories.
You will see the final shipping costs before you complete your order. For delivery outside the Netherlands, the available options and rates shown at checkout apply.
Delivery & pickup
Standard shipping
Choose from the available shipping options at checkout. Standard shipping is handled through Sendcloud. The available carrier and delivery option depend on your address and are shown at checkout.
The expected delivery is shown with the product or the selected delivery option when this information is available. No delivery time listed? Before you order, please contact us. We do not give a fixed delivery time without confirmed information. If tracking is available, you will receive the details when your order ships.
Free pickup in Emmen
At checkout, choose the ‘Store pickup’ option. Pickup is free. Collect your order once you have received a message that it is ready. You can pick it up during our store hours at Merch & More, Noorderstraat 28, 7811 AL Emmen.
Pre-orders
Products with a future release date can be ordered in advance when we offer them as a pre-order . The expected release date and delivery are shown before purchase when they are known. Release dates can change. Please contact us if the expected delivery is unclear or if you have questions about an order with multiple products.
Returns & right of withdrawal
As a consumer, you can withdraw from an online purchase without giving a reason up to and including 14 days after the day on which you, or a person designated by you other than the carrier, receive the product. If one order is delivered in parts, the period starts after you receive the last product or part. If the last day falls on a weekend or public holiday, the next business day applies.
Let us know within this period that you are withdrawing from the purchase. You can do so with the ‘Request withdrawal’ button on this page, by email to info@merchmore.nl, by phone at 0591527552 or by mail to Merch & More, Noorderstraat 28, 7811 AL Emmen. You can use the model withdrawal form , but this is not required. A clear statement is enough; no reason or prior approval is needed.
Sending items back
After you notify us of your withdrawal, you have another 14 days to send the items back. Keep your proof of shipment. Ask our customer service for the return instructions and the correct return address; this does not limit your statutory period or rights. For a regular return, you pay the direct return shipping costs yourself. For products that were delivered incorrectly, are defective or do not conform, Merch & More pays the necessary return costs where the law requires this.
You may inspect a product as you would in a store. Only a decrease in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product can be charged to you. The original packaging is not a general condition for withdrawal.
Refund
If you withdraw from the entire purchase, we refund the purchase amount and the original standard shipping costs. Extra costs for a more expensive delivery method than the cheapest standard delivery are not refunded. For a partial return, there is no general obligation to refund the original delivery costs.
We refund you no later than 14 days after receiving your withdrawal notice, using the same payment method unless you expressly agree to another one, at no extra cost. We may wait until we have received the items or you have shown proof that you sent them back, whichever comes first.
Statutory exceptions
We only apply exceptions where the law allows it and the conditions are actually met. For sealed audio or video recordings and computer software, the right of withdrawal can lapse if you break the seal after delivery. For digital content not supplied on a physical medium, this only applies if delivery began with your prior express consent, you acknowledged that you lose the right, and this was properly confirmed.
Truly personalized items or items made to your specifications, perishable products and leisure services on an agreed date may also be excluded by law, where applicable. An opened box, a TCG package or a sealed product is not in itself a general statutory exception. Your statutory rights in case of a defect remain.
Defective, wrong item or statutory warranty
You are entitled to a product that meets what you can reasonably expect. In the Netherlands, the statutory warranty does not have a general fixed end date of two years; the nature, price and expected lifespan of the product are taken into account. A manufacturer's warranty does not limit these rights.
If there is a problem, please contact us. In case of a defect, under the statutory conditions you are entitled to free repair or replacement and, where applicable, a price reduction or termination of the contract. The statutory warranty is separate from the cooling-off period.
Request withdrawal
Register your return easily with the online form. Fill in your details as completely as possible; a reason, phone number or order number is not required.
Request withdrawal