Frequently Asked Questions
Can't find an answer to your question? Contact us!
To order
I cannot find game X in your webshop. Can you order this for me?
Most likely yes! Please contact us and we will sort it out for you.
I want to add something to my order. Is that possible?
That depends somewhat on whether your order has already been processed. It is best to complete the contact form on the contact page as quickly as possible.
How do I know if a product is still in stock?
When you click on a product, it will indicate whether it is still in stock. Is a product no longer in stock or would you like to order more than we have in stock? No problem! If our suppliers still have the product in stock, we will be happy to reorder for you. The delivery time may be slightly longer.
Can I also order sold out products?
This depends on whether the product is still in stock at our supplier. Please contact us and we will check it out for you! The delivery time of your order may be a little longer.
I have a discount code/gift voucher. Where can I fill this in?
You can enter a discount code on the shopping cart page or on the checkout page.
Pay
In what ways can I pay?
You can pay via iDEAL, credit card, Mister Cash, SOFORT Banking, PayPal, Belfius, KBC/CBC and Klarna.
Can I pay afterwards?
Yes, you can! This is possible with the payment method Klarna.
Send
What are the shipping costs?
Shipping costs vary greatly by country, carrier and whether you choose a parcel point. You can always find the correct shipping costs in the shopping cart and on the checkout page.
What is the delivery time for my order?
Ordered before 2 p.m. = delivered tomorrow (NL & BE)
If you place your order on a working day before 2 p.m. in the Netherlands or Belgium , we will ship your order the same day, with the exception of orders with products in the pre-order. Weekends and public holidays are excluded from this. You can choose your carrier during the checkout process. The carriers charge a maximum delivery time of 10 working days.
Orders with a pre-order
Have you placed an order with a product in pre-order? The delivery time of your order will then be stated for the relevant product. Once we have received all the products in your order, we will ship the complete order. You will then receive an email with a Track & Trace code, so that you can track the package.
How do I know if you have received my order correctly?
Once you have placed an order, you will automatically receive an email with confirmation. Didn't you receive an email? Please check your spam or contact us.
To deliver
What is the delivery time?
Ordered before 2 p.m. = delivered tomorrow (NL & BE)
If you place your order on a working day before 2 p.m. in the Netherlands or Belgium , we will ship your order the same day, with the exception of orders with products in the pre-order. Weekends and public holidays are excluded from this. You can choose your carrier during the checkout process. The carriers charge a maximum delivery time of 10 working days.
Orders with a pre-order
Have you placed an order with a product in pre-order? The delivery time of your order will then be stated for the relevant product. Once we have received all the products in your order, we will ship the complete order. You will then receive an email with a Track & Trace code, so that you can track the package.
Which company will deliver my package?
Orders are shipped (via Sendcloud) via DPD or DHL. The carriers deliver packages from Monday to Saturday. Unfortunately, we have no control over delays with the carriers. The carriers charge a maximum delivery time of 10 working days.
Can I deliver my order to a different address?
Naturally! You can do this by checking the 'ship to another address' box on the checkout page and then entering the relevant address.
Where can I see the order status?
You can see the status of your order on your account page. You will also automatically receive an email with a Track & Trace code, so that you can track your package. Have you not received an email yet? Please also check your spam.
What happens to my package if I am not at home?
If you are not at home at the time of delivery, the carrier will try to deliver the package to one of the (immediate) neighbors. If your package cannot be delivered to your neighbors, the courier will take it to the nearest parcel point. You can pick up the package there from the next working day until one week later with the barcode and your identification. You can see where you can pick up the package via the track & trace code.
I think my package is lost. What now?
How annoying! Unfortunately, we have no control over delays with the carriers. The carriers charge a maximum delivery time of 10 working days. Do you think your package is lost? Please feel free to contact us Contact us so we can solve it for you as quickly as possible!
Returns
Where can I return my package?
Free returns only apply to orders shipped within the Netherlands. You can return the item within 28 days (the trial period starts the day after receipt of your order). You can only return items if they are unopened. Always return the products well packed in the original packaging. Personalized products may not be returned.
Are returns free?
Yes, returns within the Netherlands are free. For Belgium, a personal contribution applies for returning products. Outside the Netherlands and Belgium, returns are at your own expense.
How does returns work within the Netherlands and Belgium?
Returns are very easy. You can arrange this yourself via the emails you receive from us during shipment. Do you still have a question or is something not working? Please let us know.
What amount will I get back?
When we have received your return package in good order and it meets the return conditions, we will refund the purchase amount to your account within 5 working days. The shipping costs already paid for the 'outward journey' will only be reimbursed if you return the complete order. If you return part of your order, the shipping costs for the 'outward journey' will not be reimbursed. If your return results in a purchase amount that is less than free shipping, we will deduct the shipping costs from the amount to be refunded.
Example Netherlands:
– You ordered €30 worth of products and paid €3.95 in shipping costs (so you pay a total of €33.95). You decide to return your entire order. You will receive the purchase amount and shipping costs (€33.95) refunded to your account.
– You ordered €30 worth of products and paid €3.95 in shipping costs (so you pay a total of €33.95). You decide to return a €20 product. You will receive a refund of the purchase price of the returned product (€20). The shipping costs already paid for the 'outward journey' (€3.95) will not be reimbursed.
– You ordered €90 worth of products and therefore did not pay any shipping costs. You decide to return products worth €40. This will make the new purchase value of the order €50, so you are no longer entitled to free shipping. You will therefore receive €40 minus the shipping costs (for example €3.95).
How long does it take before I get my money back?
When we have received your return package in good order and it meets the return conditions (see 'When can I return my package?'), we will refund the amount to your account within 5 working days.
Damaged
The products in my package are damaged. What now?
We recommend that you check the ordered products immediately upon receipt for any damage or defects. Was your package delivered damaged? Please contact us within 14 days Contact us so we can solve it for you as quickly as possible!
I'm missing a part in my game. What now?
Are you missing an element in your board game? That can happen. Sometimes things go wrong at the factory. Don't worry, that will of course be solved for you! You can quickly request (replacement) material for your game via these links.
No idea where your board game comes from or is the publisher not listed here? We are happy to help you.
Savings system
How much experience do I get?
For every €1 you spend, you get 2 experience.
How much is my experience worth?
That varies per level. The higher your level, the more discount you get!
Level 1 Beginner: 100 experience is €1 discount
Level 2 Connoisseur: 90 points is a €1 discount
Level 3 Expert: 80 points is €1 discount
Are you a member of the DSV Club? Then you get even more discount!
DSV Club small: 70 points is a €1 discount
DSV Club medium: 60 points is a €1 discount
DSV Club large: 50 points is a €1 discount
How do I redeem my experience?
Click on 'Rewards' (bottom right of your screen). Click 'get rewards' and then 'redeem'. Choose how much experience you want to redeem. The system will then create a gift voucher for you, which you can immediately add to your shopping cart.
How long is my experience valid?
Your experience is valid for 730 days.
Do I have to spend all my experience at once?
No! You can decide for yourself how much experience you redeem at once.
Can I combine my experience with a discount code or gift voucher?
Yes, that's possible.
Do I keep my experience if I return my order?
No, the experience you earned with the products you returned will be deducted from your total.
I have placed an order, but my experience has not been credited. What now?
Your experience will be automatically credited when your order has been processed by us. So just be patient! Have you already received your order, but has your experience still not been credited? Please contact us and we will check it for you!
Can I also exchange my experience for money?
No, your experience cannot be exchanged for money. You can only redeem your experience for a discount on your next order.
Can I also use my experience in another of your webshops?
Unfortunately not. Your experience can only be redeemed in the webshop where you earned it.
Verkooppartners
Hoe weet ik of een product verkocht wordt door een verkooppartner?
Of een product verkocht wordt door een verkooppartner staat duidelijk vermeld bij het product zelf. Let wel op dat de levertijd langer kan zijn. Ook dat staat op de productpagina genoemd.
Wat is de levertijd van bestellingen die via een verkooppartner komen?
Wat is de levertijd van bestellingen die via een verkooppartner komen?
Hoe retourneer ik een product van een verkooppartner?
Dat kan door contact op te nemen met de betreffende verkooppartner. De contactgegevens vind je op de productpagina. Daar klik je op het informatie-icoon (boven de knop 'In de winkelmand'). Onderaan het pop-up-scherm kun je doorklikken naar de contactpagina van de verkooppartner.
Ik mis een onderdeel in een spel dat ik heb besteld via een verkooppartner. Wat nu?
Geen paniek, onze verkooppartner kan dat voor je oplossen. Daarvoor kun je het beste zelf contact opnemen met de betreffende verkooppartner. De contactgegevens vind je op de productpagina. Daar klik je op het informatie-icoon (boven de knop 'In de winkelmand'). Onderaan het pop-up-scherm kun je doorklikken naar de contactpagina van de verkooppartner.
DSV Club
How do I become a member of the DSV Club?
You can become a member of the DSV Club via our 'Hats Off' page .
Where can I find the extra content?
All updates about the extra content can be found on our 'Hats off' page , under 'updates'. You can only see these updates if you are a member.
How can I add myself to the Telegram group?
Once you become a member on our 'Hats Off' page you will automatically be given the option to add yourself to the Telegram group. Didn't you click through at that moment? Then you can still click on 'Telegram' at the top of our 'Hats off' page to add yourself.
How can I watch the extra (hidden) live streams?
The date of the livestream can be found on the members page . The hidden link will be shared on our Hats Off page and in Telegram.
When is the annual DSV Club Day?
The date of the club day can be found on the members page .
Where can I find the extra offers?
You can find the extra offers on the sale page .
How can I participate in the competition?
As a DSV Club Large member you automatically participate in the competition! So you don't have to do anything. Because the competition is only valid for Large members, you have a good chance of winning! You can find the current competition on the members page .