Answers to your questions – fast & clear
Do you have questions about your order, shipping, or our TCG products? In our frequently asked questions (FAQ) you will quickly find the right answers.
Whether it's about the order status of your Booster packs, the delivery of your single cards, or general information about payment, shipping, and returns – we have gathered the most important topics for you.
Our goal: to provide you with a smooth and transparent shopping experience at cardcosmos. Take a look around – maybe your question has already been answered!
If your shipment is already on its way, you will have received a shipping confirmation email from us. In this email, you will find your individual DHL tracking number as well as a link through which you can check the current status of your delivery. This tracking number is also displayed as the "tracking number" in your user account under "My Orders." Clicking on this tracking number will take you directly to the DHL tracking website, where you can view the current status of your order.
To place an order, please follow these simple steps:
If you have any further questions or issues during the ordering process, please do not hesitate to contact us at info@cardcsomos.de or via our Contact form. We are happy to assist you!
To place an order, it is not necessary to create a customer account. However, it is easy and convenient to create a customer account in our shop and order directly.
To get an overview of all orders placed so far, please log in to your customer account and go to "Order History." There you will find a summary of all orders, including order date, order total, and order status.
Unfortunately, for technical reasons, it is not possible to cancel orders after completion. Our goal is to ship your package as quickly as possible, which is why every order is immediately forwarded to our fulfillment center. However, if you find that the products do not meet your expectations, our return policy is available to you. Please note that offsetting with other orders is not possible.
Once an order has been placed, it automatically enters the packaging process. Changes or cancellations are usually no longer possible at this stage. If it is still necessary, please contact our support – we will check if the shipment can still be stopped.
As a rule, it is not possible to make changes to the delivery address after the order has been placed. However, we can still make adjustments shortly after receiving the order. If there was an error when entering the address, please contact us immediately by email at info@cardcosmos.de. If a change is no longer possible and the specified delivery address cannot be found or the delivery is unsuccessful, the shipment will be automatically returned to us. Once we have received and checked the shipment, we will send it to you again.
After you have placed your order, you will receive a confirmation email. This contains an overview of the products you ordered, as well as details of the billing and delivery address and the chosen payment method. As soon as your package has been shipped, you will receive a shipping confirmation including a personal tracking number.
If you have not received an order confirmation, please check your customer account. Under "My Orders" you can see if the order has been recorded and view the current status.
You can securely pay with PayPal, Klarna, credit card, Apple Pay, Google Pay, or advance payment. All payments are processed through encrypted connections (SSL). With Klarna, you also have the option to pay by invoice or in installments.
We use state-of-the-art SSL encryption and do not store any sensitive payment information on our servers. Data protection is our top priority. Your data is used only for order processing and is never sold or shared with third parties.
The invoice for your order will be automatically generated upon completion of the ordering process. It will be sent to the email address you provided immediately.
Please also check your spam folder if the email with the invoice does not appear in your main inbox. If you still do not receive the invoice, please contact us via the Contact form and we will resend it to you promptly.
We recommend saving the invoice for your records, as it contains important information about your order.
We hope for your understanding that payment in installments cannot be offered.
The three-digit security code is located on the back of your credit card.
If you pay by credit card, your credit card account will be charged when the goods are shipped.
Orders paid via PayPal or Klarna are automatically protected by buyer protection programs. If, against expectations, a problem arises, you can contact us or the respective payment provider at any time. Our support team will resolve the issue quickly and easily.
We charge a flat rate of 4.99 € Shipping costs per order.
For orders over 150.00 €, we offer free shipping.
Items available immediately are delivered within the shortest possible time. Information about the expected delivery date can be found on the respective product page and on the order completion page. Unless a different period is specified in the respective Offer, delivery of goods within Germany usually takes place within 1-3 days after the contract is concluded (in case of agreed prepayment, after the payment instruction date).
Please note that no deliveries are made on Sundays and public holidays.
International shipping usually takes 5–10 business days, depending on the destination country and customs processing. All packages come with tracking.
We ship within the EU and to selected countries outside Europe. Shipping costs are automatically displayed at checkout.
In rare cases, there may be delays due to holidays, weather, or sorting issues with DHL. You can check the status at any time via the tracking system.
If the status does not change for several days, please contact our support – we will then immediately initiate an investigation with DHL.
If your package is already on its way, we have sent you a shipping confirmation via email. This email contains your personal DHL tracking number and a link through which you can track the progress of your shipment.
Of course, it is possible to provide a delivery address that differs from your billing address. However, it is important to note that the country for both the delivery and billing addresses must always match.
All packages are shipped via the shipping partner DHL.
If an item we delivered is damaged, please contact customer service using the provided form.
Yes. Every order at cardcosmos is automatically insured through DHL. If your package or its contents arrive damaged, please report the damage directly via the DHL damage report (online or at the branch) and then send us the photos of the Condition before and after opening as well as the DHL case number.
We will then take care of the process with DHL and ensure replacement or refund – of course at no additional cost to you. Your satisfaction is our top priority, and we support you throughout the entire process.
Please enter the code in the designated free text field under "Gift card code." Make sure the code is entered correctly and check whether all minimum requirements for the gift card are met, such as the minimum order value. Then click on "Redeem Gift card." The corresponding discount will be immediately deducted from your order and displayed below the item overview. This display serves as a confirmation.
If the discount is shown in the overall summary, the gift card has been successfully applied and will be reflected on your invoice. Please note: If the credit is NOT shown in the overall summary, the gift card code may not have been correctly applied to your order. There can be various reasons for this. For more information, please also refer to the frequently asked questions under "Why can't I redeem my gift card code?"
There are several possible reasons why you might have difficulty redeeming your discount code:
To receive a discount code, you need to register for our newsletter. Here are the steps:
If the newsletter confirmation occurs after your order, the discount code can be redeemed with your next order.
We hope for your understanding that gift cards cannot be applied retroactively. Simply use the gift card with your next order!
We offer a 30-day return policy, regardless of whether the product has already been opened and used, but we reserve the right to make individual case decisions.
To receive a return label, you can easily request a return through our Contact form. Once you have submitted the request, we will send you the appropriate label. Please note that the cost of return shipping is to be borne by the buyer. If you have any further questions or need assistance with the return, our support team is happy to help you.
You are responsible for the immediate costs of returning the goods.
You can drop off the package with your return at a DHL branch or a DHL parcel shop. DHL has numerous locations in many cities and regions, so you should be able to easily find a suitable drop-off point near you. It is advisable to check the opening hours before visiting a branch or parcel shop and to ensure that they accept returns.
After successful verification of the Return, the money is usually refunded using the same method as the original payment. This means that if you paid by credit card, the amount will be credited back to your credit card. If you paid by bank transfer, the refund will be made to your bank account.
The time until your return is credited can vary depending on the company, policies, and payment method. Here are some general guidelines:
It is important to note that these are general guidelines and individual differences may always occur.
Welcome to Cardcosmos! Here’s how you can order in our online shop:
Creating an account is optional, but it helps you track orders more easily. If you have any questions, our customer support team is happy to assist you.
If you receive this message, it means that a customer account with the email address you provided already exists. You are welcome to continue using this account. If you have forgotten your password, you can easily reset it in the login area.
Please check your email address and password. If you have forgotten your password, click on "Forgot password"
Please follow these steps to reset your password:
There are several reasons why you may not have received an email to reset your password:
Once you are logged into your customer account, you can find the option to view and edit your address, email address, date of birth, and phone number under the menu item "Show Addresses".
Please contact us for this via the Contact form.
You can often recognize counterfeits by different colors, blurry edges, thinner cardboard, or shinier backsides. Genuine cards have a slightly textured surface and show a fine black layer between the front and back when held up to the light.
At cardcosmos, all products come exclusively from official distributors. So you are guaranteed to receive original goods.
If you are unsure about a card or have any questions, we are happy to help – just contact us or visit our store.
Prices depend on availability, print runs, market interest, and collector value. When a set is sold out or limited, prices often increase due to the secondary market.
We always calculate our prices transparently based on the current market value and strive to maintain fair conditions for all customers – even for rare or in-demand items.
Limited series, collector displays, or special editions are often produced in small quantities. Especially for Pokémon, Magic, Lorcana, and One Piece, demand at release is extremely high.
We always reorder as much as possible, but in some cases, the quantities from the manufacturer are severely limited. Our tip: subscribe to the newsletter or secure pre-orders early.
A preorder item is a reservation for a product that has not yet been released. Shipping will be done automatically on the official Release date. You pay at the time of purchase and secure your reservation. If the release date changes, you will be informed by email.
Yes, for particularly sought-after products, a quantity limit per customer may be in place. This is to prevent wholesalers or resellers from buying up the entire stock. We want to ensure that as many Collectors and Players as possible have the chance to purchase products.
The newsletter at CardCosmos offers you a convenient way to stay informed about news, offers, and special promotions in the shop. Here are the benefits you can expect:
The newsletter is a great way to never miss important information and always stay up to date as a TCG enthusiast!
We are pleased that you are interested in our newsletter. You can sign up easily and for free:
We regret that you want to unsubscribe from the newsletter.
At the end of every newsletter, you will find an unsubscribe link. Just click on it, and you will be redirected to an unsubscribe page. Please click the "Unsubscribe" button there. Only then will your unsubscription be complete.
We send out our newsletter approximately every 2 weeks and always inform you first about new Offers and promotions.
If you do not receive the newsletter, please first check your spam or junk mail folder. Some email providers also have special folders for promotional emails. Please check this folder as well. If you cannot find the newsletter there, please contact our customer service via the Contact form. In rare cases, there may also be technical reasons, such as:
Yes, through our buyback program „cardcosmos Buyback“ you can sell trading cards directly to us. We check the Condition and market value and pay the amount quickly and transparently.
You can find information about the process on our special buyback page.
Through our buyback program „cardcosmos Buyback“, you can conveniently sell or trade your cards. Simply send us a list or photos of your cards, and we will evaluate them based on Condition and current market value.
After the review, you can choose between store credit or direct payment. Shipping is insured, and you will receive a fair, transparent evaluation.
We also accept trade requests – ideal if you are looking for specific cards or want to change your collecting focus.
We store all new products in a climate-controlled storage room, protected from direct sunlight and high humidity. This is especially important for Collectors, as cards can be damaged by moisture, extreme temperature fluctuations, or sunlight (e.g., discoloration, warping). If you keep cards at home, we recommend sturdy boxes, Sleeves, and a controlled environment.
To keep trading cards in good condition over the long term, you should store them dry, protected from light, and at a stable temperature. An ideal room has a consistent temperature between 18 and 22 °C and low humidity.
Use Soft Sleeves, Toploader, or Magnetic cases and additionally keep valuable cards in Deck boxes or Collector albums. Make sure no direct sunlight falls on the cards, as UV light can cause fading.
At cardcosmos, you will find suitable accessories from brands like Ultra PRO, Gamegenic, and Dragon Shield that offer optimal protection.
Price increases often occur due to limited editions, high demand, collector hype, or speculation. When a set is very popular or has a strong game meta, the secondary market quickly jumps in. For you as buyers, this means: the earlier you pre-order or order, the better your chances of getting a fair price. At cardcosmos, we strive to offer fair prices and provide transparent information about price developments.
Our range includes both German and English versions of some products. Certain collections or import editions may also have Japanese releases. You will always find information about the version, language, and edition in the product description. If you prefer a specific version, you can indicate this in the comments or contact support.
An original sealed box can be recognized by an intact foil seal, correct manufacturer logo, clean fold, and unchanged barcode label. In case of tampering, the foil may be stretched, seals may be missing, or boxes may be damaged. If in doubt, you can send photos – we are happy to advise you before purchase.
The value of a collectible card depends on several factors: edition, rarity, condition, language, playability, and market trend. To get an initial assessment, you can use online platforms like eBay (sold items).
Condition is important: cards in “Mint” or “Near Mint” condition fetch significantly higher prices than lightly played ones.
If you are unsure, you can always send us photos or lists of your cards at cardcosmos – we are happy to help you with the assessment or purchase.
Sets that include popular Pokémon, iconic characters, or exclusive illustrations are especially in demand – such as collector favorites like Pokémon 151, Lorcana: Geflüster aus der Tiefe, or One Piece OP13.
Price increases usually result from limited production quantities, high collector demand, or powerful cards used in tournaments.
At cardcosmos, we closely follow these trends and inform you through our newsletter and social media as soon as new sets are released or restocks become available.
Basically, it is worth buying as early as possible during pre-orders or at Release, as prices are often lowest shortly after the sales start. Once a set is sold out or limited, market prices usually rise quickly.
If you collect to invest long-term, first editions, Collector boxes, or sets with iconic Pokémon are particularly interesting.
Waiting rarely pays off – mostly only with very large series that have multiple reprint waves. At cardcosmos, we clearly indicate whether products are limited or regular.
When shopping online, pay attention to official dealer information, complete product images, clear imprint data, and customer reviews. Reputable shops deliver original products in sealed packaging with traceable shipping.
You should be suspicious if prices are significantly below market value or product photos appear unprofessional.
At cardcosmos, you receive only original products from licensed distributors – verified, securely packaged, and guaranteed authentic.
The easiest way is our newsletter, through which you receive all important information about new sets, preorders, and restocks first.
We also regularly post news on Instagram, TikTok, and Discord – there you also get exclusive insights, discount offers, and Release dates.
If you don’t want to miss any updates, also activate the product alert directly on the product page. This way, you will be automatically notified as soon as your desired product is back in stock.
You can reach customer service through the provided Contact form.
Your inquiries via the Contact form will be processed within 1-2 business days at the latest. Please note that inquiries are not processed on weekends and public holidays. During periods of high inquiry volume, such as after holidays or with more complex issues, delays may occur. Our primary goal is to handle your concerns competently, accurately, and individually. We ask for your understanding if it takes a little longer at times.
Your feedback and suggestions for improvement are always valuable to us. You are welcome to send them to us via our Contact form.
Do you have any further questions?
