Frequently Asked Questions (FAQ)

If your shipment is already on its way, you have received a
Receive shipping confirmation by email. In this email you will find your
individual DHL tracking number and a link via which you can
current status of your delivery. This
Shipment tracking number is also called "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 see the current status of your order.

To place an order, please follow these simple steps:

1. Select products: Browse through our diverse selection of wedding accessories and choose the products you like best.
2. Add to Cart: Click on the "Add to Cart" button next to each product you want. This will add the product to your cart.
3. Review your shopping cart: Once you have selected all the products you want, click on the shopping cart icon at the top right of the page to get an overview of your selection.
4. Proceed to checkout: Click on the "Checkout" button to continue the ordering process.
5. Enter shipping information: Enter your shipping address and preferred shipping method. Review the information carefully to make sure everything is correct.
6. Provide payment information: Select your preferred payment method and enter the required information.
7. Complete your order: Review your order for accuracy and click the "Complete order" button to complete the transaction.
8. Order confirmation: After successfully placing your order, you will receive an order confirmation by email. Here you will also find a summary of your order.

If you have any further questions or problems during the ordering process, please do not hesitate to contact us at info@cardcsomos.de or our contact form . We will be happy to help you!

It is not necessary to create a customer account to place an order. However, it is easy and convenient to create a customer account in our store and order directly.

To get an overview of all orders placed so far, please log in to your customer account and see "Order history". There you will find an overview of all orders, including order date, order total and order status.

Unfortunately, for technical reasons, it is not possible to cancel orders after they have been placed. Our goal is to ship your package as quickly as possible, which is why every order is sent to our distribution warehouse immediately. However, if you find that the products do not meet your expectations, you can use our return policy. Please note that it is not possible to offset against other orders.

As a rule, it is not possible to make changes to the delivery address afterwards. However, we can still make adjustments shortly after receiving the order. If an error has occurred 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 not successful, the shipment will be automatically returned to us. As soon as we have received and checked the shipment, we will send it on its way to you again.

After you have placed your order, you will receive a confirmation email. This contains an overview of the products you have ordered, as well as information about the billing and delivery address and the payment method you have chosen. 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 check whether the order has been recorded and view the current status.

We offer the payment methods Sofort / Sofortüberweisung, credit card, PayPal, Google Pay, and Apple Pay.

The invoice for your order will be created automatically after the order process is completed. It will be sent immediately to the email address you provided.

Please also check your spam folder if the email with the invoice does not end up in your main inbox. If you still do not receive the invoice, please contact us using the contact form and we will resend it to you immediately.

We recommend that you save the invoice for your records as it contains important information about your order.

We hope you understand that payment in installments cannot be offered.

The three-digit security code is on the back of your credit card.

If you pay by credit card, your credit card account will be charged when the goods are dispatched.

We charge a flat shipping fee of €4.99 per order.

For orders over 150.00 € we offer free shipping.

We deliver items that are immediately available as quickly as possible. Information about the expected delivery date can be found on the respective product page and on the order completion page. Unless a different deadline is specified in the respective offer, the goods are usually delivered within Germany within 2 - 4 days after the contract has been concluded (if advance payment has been agreed, after the time of the payment instruction).
Please note that no deliveries are made on Sundays and public holidays.

If your package is already on its way, we have sent you a shipping confirmation by email. This email contains your personal DHL tracking number and a link that you can use to track the shipment.

Of course, it is possible to specify a delivery address that differs from your billing address. However, it is important to note that the country for the delivery and billing addresses must always be the same.

All packages are sent via our shipping partner DHL.

If an item we have delivered is damaged, we ask you to contact customer service using the form provided.

Please enter the code in the free text field provided under "Voucher code". Make sure that the code is written correctly and check that all minimum requirements for the voucher are met, such as the minimum order value. Then click on "Redeem voucher". The corresponding discount will be deducted immediately from your order and displayed below the item overview. This display serves as a control.

If the discount is displayed in the overall overview, the voucher has been successfully applied and will be reflected on your invoice. Please note: If the credit is NOT displayed in the overall overview, the voucher code may not have been correctly applied to your order. There may be various reasons for this. For more information, please see the frequently asked questions under "Why can't I redeem my voucher code?".

There are several possible reasons why you may be having difficulty redeeming your discount code:

1. It is not possible to use multiple vouchers at the same time.
2. The conditions, such as a minimum order value or validity period, may not have been met.
3. There may be a typo or an extra space when entering the code. Please check the spelling carefully. The voucher code can consist of numbers and/or letters.
4. Make sure that the "Redeem voucher" button has been clicked after entering the code.
5. The discount code may have already been used on a previous order.
6. The voucher code may only be valid for products in the sale section or cannot be combined with other discount promotions.

To receive a voucher code, you must register for our newsletter. Here are the steps:

1. Please check whether you have received an email from us after subscribing to the newsletter.
2. In this email you will find a confirmation link which you should click on.
3. Only after you have confirmed your newsletter registration via the link will we send you another email with a registration confirmation. This contains your individual voucher code.

If the confirmation for the newsletter is only received after your order, the voucher code can be redeemed on your next order.

We hope you understand that vouchers cannot be taken into account retrospectively. Simply use the voucher on your next order!

We grant a 14-day right of return, regardless of whether the product has already been opened and used, but we reserve the right to make individual decisions.

To receive a return label, you can simply request a return using our contact form . Once you have made the request, we will send you the corresponding label. Please note that the cost of return shipping is borne by the buyer. If you have any further questions or need help with the return, our support team will be happy to help you.

1. Submit a return request: First, you must submit a return request. This can usually be done via the contact form on our website. There you will be asked to state the reason for the return and possibly attach photos.
2. Review return request: After your return request has been reviewed and accepted, you will receive a confirmation email. This email will also contain the shipping label or QR code you will need.
3. Preparing to ship: Print the shipping label if you don't receive one as a QR code. If it is a QR code, save it on your mobile device.
4. Packing the return: Place the items to be returned safely in a shipping box and add the necessary documents (invoice, warranty certificate, etc.).
5. Attaching the label/scanning the QR code: Stick the shipping label clearly visible on the sealed package. If you have received a QR code, make sure that it can be easily scanned by the shipping service provider.
6. Shipping the return: Bring the box to the nearest DHL shipping point
7. Tracking: Keep an eye on the tracking number to check the status of your return.

You must bear the direct cost of returning the goods.

You can drop off the package with your return at a DHL branch or DHL parcel shop. DHL has a variety of locations in many cities and regions, so you should easily be able to find a suitable drop-off point near you. It is advisable to check the opening times before visiting a branch or parcel shop and make sure they accept returns.

Once the return has been successfully verified, the money is usually transferred back using the same method that the original payment was made. This means that if you paid by credit card, for example, the amount will be refunded to your credit card. If you paid by bank transfer, the refund will be made to your bank account.

The time it takes to process your return may vary depending on the company, policies and payment method. Here are some general guidelines:

1. Credit card: Credit card refunds can usually take 5 to 10 business days for the amount to be credited to your account, but this depends on your bank and the company's specific policies.
2. PayPal: If you paid with PayPal, the refund is usually made immediately after the return is confirmed. The money is transferred directly back to your PayPal account.
3. Bank transfer: Payments made by bank transfer may take longer to process. It may take up to 14 days for the amount to be credited to your bank account.
4. Klarna or other payment service providers: Refund times may vary depending on the policies of each service provider. In some cases, the refund is immediate, in others it may take up to several days.

It is important to note that these are general guidelines and there can always be individual differences.

Welcome to Cardcosmos! This is how you can order in our online shop:

1. Search for products : Browse the TCG Shop via categories or use the search function to find the products you want.
2. Shopping Cart : Click 'Add to Cart' on the items you wish to purchase. They will be added to your shopping cart.
3. Review : Go to the shopping cart, review the selected products and adjust the quantity as needed.
4. Order : Click 'Checkout', enter your shipping address and payment information and complete the order.
5. Confirmation : You will receive a confirmation email with all the details.

Creating an account is optional, but it will help you track orders more easily. If you have any questions, our customer support team is happy to help

If you receive this message, it means that a customer account already exists with the email address you provided. 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:

1. Click on the "My Account" icon and select the "Forgot password" option under the customer login.
2. Enter the email address you use to create a customer account in our online store and click "Send".
3. If a customer account exists with this email address, you will receive an email with a link within a few seconds.
4. Click on the link to be redirected to our store's website where you can enter your new password.
5. Confirm your new password and click "Reset password".
6. You will then be redirected to the customer login and can now log in with your email address and your new password.

There are several reasons why you may not have received an email to reset your password:

1. It is possible that the email ended up in your spam or junk mail folder. Please check this folder as well as any promotional mailboxes you may have.
2. Make sure your email address is spelled correctly.
3. Make sure you are using the correct email address you used to create an account with us.
4. Please make sure that you have actually registered with us. Please note: Registering for the newsletter alone is not enough to create an account.

Once you are logged into your customer account, you will find the option to view and edit your address, email address, date of birth and telephone number under the menu item "View addresses".

Please contact us using the contact form.

The CardCosmos newsletter offers you a convenient way to stay informed about news, offers and special promotions in the shop. Here are the benefits you can expect:

1. Exclusive Offers : As a newsletter subscriber, you will have access to special discounts and offers that are only available to subscribers.
2. New Releases : Stay up to date on new trading cards and products being added to the store.
3. Current Events & Promotions : Be informed about upcoming events, tournaments and special sales promotions taking place in or with CardCosmos.
4. Tips & Updates : Get helpful tips and updates to help you complete your collection or improve your in-game strategy.

The newsletter is a great way to not miss any important information and to 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 free of charge:

1. Please fill out the newsletter registration form in the footer
2. We will then send you an email.
3. Please click on the confirmation link in the email to confirm your registration.
4. Only then will your registration be successful and the voucher code will be sent to you in a separate email.

We regret that you wish to unsubscribe from the newsletter.

At the end of every newsletter you will find an unsubscribe link. Simply click on it and you will be redirected to an unsubscribe page. There please click on the "Unsubscribe" button. Only then will your unsubscribe be complete.

We send 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 advertising emails. Please check this folder as well. If you cannot find the newsletter there, please contact our customer service using the contact form . In rare cases, there may also be system-related reasons, such as:

• Your email address is not correctly stored in our system.
• Your email inbox is full.
• You accidentally unsubscribed from the newsletter.
• For various other reasons, our newsletter could not be delivered to your email address.

You can contact customer service using the contact form provided.

Your enquiries via the contact form will be processed within 1-2 working days at the latest. Please note that enquiries are not processed on weekends and public holidays. If there is an increased volume of enquiries, for example after public holidays or for more complex issues, there may be delays. Our primary goal is to handle your concerns competently, correctly and individually. We ask for your understanding if it takes a little longer.

Your feedback and suggestions for improvement are always valuable to us. You are welcome to send them to us using our contact form .