Frequently Asked Questions

Do I need a customer account to place an order?

A customer account is not essential for placing an order. However, setting it up is easy and has the advantage that you do not have to enter your details again when placing a new order and you always have an overview of all your current and past purchases at PokéOta.

Which payment methods are accepted?

At PokéOta you can pay by credit card and PayPal.

Can I use my credit card without risk?

Shopping at PokéOta is very safe. All transactions are private and SSL encrypted.

Where do you deliver?

PokéOta generally delivers to Germany, Austria and Switzerland. However, we can also deliver to other countries on request. If your desired destination is not available in the ordering process, simply send us an email to info@pokeota.de. We will then discuss the shipping costs and shipping conditions with you individually.

How much are the shipping costs?

You can find an overview of the shipping costs on our shipping information page .

How long does it take for my order to arrive?

Shipping usually takes place 4-7 working days after receipt of the order. The shipping time is 10-21 working days . In exceptional cases it can take longer.

How do I know if my order has been shipped?

As soon as your order has been dispatched, you will receive a shipping confirmation with a tracking number by email. You can use this number to track the status of your shipment on the shipping partner's website.

Do I have to pay customs?

Orders up to a total value of €150 are duty-free. Regardless of this, however, shipments from abroad are generally subject to import sales tax of 19% (duties of less than €1 are not charged, however). When delivering such a shipment for which import duties are due, DHL also charges a flat-rate fee of €6. If the value of the goods is over €150, customs duties are also charged. These fees are usually collected by the customs authorities or the shipping company. In this case, you will receive a notification by post from the responsible authority. It is also possible that customs will retain your shipment for inspection purposes. If this is the case, you must either collect your package from the customs authorities yourself or you can instruct the post office to do this for a fee.

PokéOta delivers duty-unpaid and tax-free and accepts no liability for any costs that may arise. To ensure proper customs clearance, we attach an invoice and a customs declaration to the outside of each shipment.

My order has been at customs for several weeks now. What's going on?

Unfortunately, it does happen that packages get stuck at customs for a long time. This is usually no cause for concern, but in rare cases customs clearance can take up to two months . If this is the case, unfortunately there is nothing you can do but wait. However, if nothing has happened after two months, we will immediately initiate an investigation and, if necessary, offer you a replacement delivery.

What should I do if my item is delivered incorrectly or arrives damaged?

We will of course exchange any items that are damaged or sent incorrectly during shipping. The best way to do this is to send us an email with a photo of the goods attached to info@pokeota.de.