Help with your order

We are not open yet, so there are no orders to help with. This page sets out what you do, and what we will do, when something about an order needs sorting. It never shows order details. Anything about your own order happens by email between you and us.

Finding your order confirmation

When we open, we will send an order confirmation by email to the address you give when you order. It will carry an order number, and that number is the first thing we will ask for. If it has not arrived, look in your spam or promotions folder before writing to us. We are still choosing the system that sends these emails, so we cannot give you the sender address yet. This page will name it before the first order.

Checking where your parcel is

We are still choosing a courier. Once one is chosen, this page will say which, and the dispatch email will carry a tracking link to that courier's own site. Use only the link in that email, or the courier's site typed in yourself. A text message asking you to pay a fee or confirm details to release a parcel did not come from us. Delivery options and times will be on the delivery page once they are set.

Changing the address or cancelling

Tell us as soon as you can. If the order has not left us, we will change the address or cancel it and refund you in full. Once a parcel is with the courier, changing the address may not be possible, and we will not promise it.

You can still cancel after that. Under the Consumer Contracts Regulations 2013 you can cancel an order made online without giving a reason. The cancellation period starts when the contract is made and ends 14 days after the day the goods reach you (or the last of them, if an order arrives in parts). Once you have told us, you have a further 14 days to send the goods back. We must refund you within 14 days of getting them back, or of you showing us proof of posting, whichever comes first. The refund includes the standard delivery charge you paid. The full process will be on the returns page.

Something missing, wrong or damaged

Email us as soon as you can with your order number, what is wrong, and photographs of the parcel, the packing and the item. Keep the packaging until we reply. Under the Consumer Rights Act 2015, goods stay at our risk until they are in your hands (or the hands of someone you named to receive them). A parcel lost or crushed on the way is ours to take up with the courier, not yours.

If we sent the wrong item, or it arrived damaged or not as described, the same Act gives you 30 days, counted from the day after delivery, to reject it for a full refund. The returns page will say how return postage is handled. For a fault you find later, GOV.UK says a trader must repair or replace an item returned within six months unless it can show the fault was not there when it was sold.

If a single card does not match the condition we gave it, the condition standard says what we promised and what happens next.

Orders with an unreleased product in them

We are still deciding whether to take orders for products that have not been released yet. If we do, this page will say how a split order is sent, who pays the extra postage and how you cancel the part that has not arrived, before the first such order.

How to reach us

Email hello@tcgemporium.com. Put your order number and the reason in the subject line (address change, cancellation, missing item, wrong item, damaged item or return), so we can see what you need before opening it. The form on the contact page is not taking messages yet. Until it is, email is the way in, and a person will reply.