FAQ (Frequently Asked Questions)
1. Orders and Payments
What payment methods are accepted on Card'Em All?
We accept payments by credit card (Visa, Mastercard), Apple Pay, and Google Pay.
Can I change or cancel my order after placing it?
Once your order has been validated, it cannot be cancelled or modified, except in the event of a defect or non-conformity of the product.
Do the prices include VAT?
Yes, all our prices include VAT in force in Switzerland.
2. Delivery
What are the delivery times?
Orders are generally delivered within 2 to 5 working days in Switzerland.
Do you offer free shipping?
Delivery is free for all orders over CHF 200 in Switzerland.
Why do I have delivery charges when my basket exceeds CHF 200.00?
Free delivery applies to purchases over CHF 200.00 of the total cart amount, but only to products that are immediately available. Pre-ordered products have separate delivery costs because they ship on different dates.
Do pre-ordered products count towards the CHF 200.00 for free shipping?
Yes, the total amount of your cart, including pre-orders, is taken into account when reaching CHF 200.00. However, only available products are eligible for free shipping.
How do I track my order?
Once your order has been shipped, you will receive an email containing a tracking number to track your package.
3. Products
Are the products you sell authentic?
Yes, all of our products are authentic and come directly from Pokémon Centers or official distributors.
Are Japanese cards compatible with French or English games?
Although Japanese cards are beautiful and high-quality, they are generally not authorized for official tournament play outside of Japan. They are ideal for collectors and enthusiasts.
Can I pre-order new products?
Yes, we offer the opportunity to pre-order certain products before their official release. (Subject to delivery from our suppliers)
4. Returns and Complaints
Can I return a product if I am not satisfied?
Once your order has been validated, it cannot be canceled or modified, except in the event of a defect or non-conformity of the product. Unfortunately, we do not offer returns if you are not satisfied with your purchase. We encourage you to carefully check your order before finalizing the purchase.
What should I do if my package arrives damaged?
If your package arrives damaged, contact us immediately with photos of the package and products. We will find a solution quickly.
5. Other Questions
Can I pick up my order in store?
Yes, hand delivery is possible by appointment in Crissier (VD). We will contact you by email once your order is confirmed to arrange a collection time.
Do you offer individual cards?
We mainly offer displays and booster packs. Single cards may be added soon.
How can I contact you if I have a question or problem?
You can write to us via our contact form on the website or send us an email to contact@cardemall.ch. We generally respond within 48 hours.