Answers to your questions - quick and clear
Do you have questions about your order, shipping, or our TCG products? In our frequently asked questions (FAQ), you will quickly find the answers you need.
Whether it concerns the order status of your Booster packs, the delivery of your individual cards, or general information about payment, shipping, and returns - we have compiled the most important topics for you.
Our goal: to offer you the smoothest and most transparent shopping experience possible at cardcosmos. Take a look around - perhaps your question has already been answered!
If your shipment is already on its way, you have received a
shipping confirmation from us by email. In this email, you will find your
individual DHL tracking number and a link that you can use to view the
current status of your delivery. This
tracking number is also displayed as "Tracking number" in your
user account under "My orders". Clicking on
this tracking number will take you directly to the DHL shipment 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 experience problems during the ordering process, please do not hesitate to contact us at info@cardcsomos.de or via our Contact form. We are happy to help!
To place an order, it is not necessary to create a customer account. However, creating a customer account in our shop and ordering directly is easy and convenient.
To view an overview of all orders placed so far, please log in to your customer account and go to "Order history." There you will find an overview of all orders, including the order date, order total, and order status.
Unfortunately, for technical reasons, it is not possible to cancel orders after they have been completed. Our goal is to ship your package as quickly as possible, which is why every order is immediately forwarded to our fulfillment warehouse. However, if you find that the products do not meet your expectations, you can make use of our return policy. Please note that offsetting this against other orders is not possible.
Once an order has been placed, it automatically enters the packing process. Changes or cancellations are then usually no longer possible. If it is nevertheless necessary, please contact our support team - we will check whether the shipment can still be stopped.
As a rule, it is not possible to make changes to the delivery address after the fact. However, we can still make adjustments shortly after the order is received. If you made 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 delivery is unsuccessful, the shipment will automatically be returned to us. Once we have received and checked the shipment, we will send it out to you again.
After placing your order, you will receive a confirmation email. It contains an overview of the products you ordered, as well as your billing and shipping address and the selected 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 check whether the order was recorded and view its current status.
You can pay securely with PayPal, Klarna, credit card, Apple Pay, or Google Pay. 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 sensitive payment information on our servers. Data protection is our highest priority. Your data is used only to process your order and is never sold or disclosed to third parties.
The invoice for your order will be created automatically after the ordering 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 arrive 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 saving 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 located on the back of your credit card.
When paying by credit card, your credit card account will be charged when the goods are shipped.
Orders placed via PayPal or Klarna are automatically covered by buyer protection programs. Should a problem arise unexpectedly, you can contact us or the respective payment provider at any time. Our support team will resolve the matter quickly and easily.
Domestic deliveries in Germany
Within Germany, the Shipping costs are €4.99 per order.
International deliveries
Shipping costs for international deliveries are calculated according to the destination country:
Spain: €8.99
Austria: €7.99
France: €7.99
Italy: €7.99
Deliveries to other EU countries: €19.99
We deliver immediately available items 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, goods are generally delivered domestically (Germany) within 1-3 days after conclusion of the contract (in the case of agreed advance payment, after the payment instruction is issued).
Please note that no deliveries are made on Sundays or public holidays.
International shipping generally takes 5–10 business days, depending on the destination country and customs clearance. All packages include tracking.
We ship within the EU and to selected countries outside Europe. Shipping costs are displayed automatically at checkout.
In rare cases, delays due to holidays, weather, or sorting issues may occur with DHL. You can check the status at any time using the shipment tracking.
If the status does not change for several days, please contact our support team - we will then immediately initiate an investigation with DHL.
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, you can 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 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 through the DHL damage report (online or at a branch) and then send us the photos of the Condition before and after opening as well as the DHL case number.
We will then handle the process with DHL and arrange for a replacement or refund - of course, at no additional cost to you. Your satisfaction is our top priority, and we will support you throughout the entire process.
Enter the code in the designated free-text field under "Gift card code." Make sure the code is entered correctly and check that all minimum requirements for the gift card have been met, such as the minimum order value. Then click "Redeem gift card." The corresponding discount will be deducted from your order immediately and displayed below the item overview. This display serves as confirmation.
If the discount is displayed in the order summary, the gift card has been applied successfully and will be included on your invoice. Please note: If the credit is NOT displayed in the order summary, the gift card code may not have been applied correctly to your order. There may be various reasons for this. For more information, please also see the frequently asked questions under "Why can't I redeem my gift card code?"
There are several possible reasons why you may be having difficulty redeeming your discount code:
To receive a voucher code, you need to subscribe to our newsletter. Here are the steps:
If the newsletter confirmation takes place after your order, the voucher code can be redeemed with your next order.
We hope you understand that gift cards cannot be applied retroactively. Why not use the gift card with your next order!
We grant a 30-day return policy, regardless of whether the product has already been opened and used, but reserve the right to make case-by-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 corresponding label. Please note that the return shipping costs must be covered by the buyer. If you have any further questions or need assistance with the return, our support team will be happy to help.
You must bear the direct costs of returning the goods.
You can drop off the package containing your return at a DHL branch or DHL parcel shop. DHL has numerous 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 hours before visiting a branch or parcel shop and ensure that they accept returns.
After the Return has been successfully inspected, the money is generally refunded using the same method as the original payment. This means that if you paid by credit card, for example, the amount will be credited back to your credit card. If you paid by bank transfer, the refund will be issued to your bank account.
The time until your return is credited may vary depending on the company, its policies, and the payment method. Here are some general guidelines:
Please note that these are general guidelines and that individual circumstances may vary.
Welcome to Cardcosmos! Here's how to order from 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 will be happy to assist you.
If you receive this message, it means that a customer account already exists with the email address you provided. You can 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 "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 in to your customer account, you can view and edit your address, email address, date of birth, and telephone number under the "View addresses" menu item.
Please contact us via the Contact form.
Counterfeits can often be identified by different colors, blurry edges, thinner cardstock, or glossier backs. 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. You are therefore guaranteed to receive genuine products.
If you are unsure about a card or have any questions, we are happy to help - simply contact us or stop by our store.
Prices are based on availability, print runs, market interest, and collector value. When a set is sold out or limited, prices often rise due to the secondary market.
We always calculate our prices transparently based on current market value and strive to maintain fair conditions for all customers - even for rare or highly sought-after items.
Limited series, Collector Displays, or special editions are often produced in small quantities. Demand is especially high for Pokémon, Magic, Lorcana, and One Piece at Release.
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 your pre-orders early.
A preorder item is a preorder for a product that has not yet been released. It will be shipped automatically on the official Release date. You pay at the time of purchase, thereby securing your reservation. If the release date changes, you will be informed by email.
Yes, particularly in-demand products may be subject to a quantity limit per customer. This is intended 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 opportunity to purchase products.
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:
The newsletter is a great way to avoid missing important information and always stay up to date as a TCG enthusiast!
We’re delighted that you’re interested in our newsletter. You can subscribe easily and free of charge:
We’re sorry that you would like to unsubscribe from the newsletter.
At the end of every newsletter, you’ll find an unsubscribe link. Simply click it, and you’ll be redirected to an unsubscribe page. There, please click the “Unsubscribe” button. Only then will your unsubscription 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 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 system-related 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 out the amount quickly and transparently.
You can find information about the process on our dedicated 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 changing 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, significant temperature fluctuations, or sunlight (e.g., discoloration, warping). If you store 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 in a dry, light-protected, and temperature-stable environment. Ideally, use a room with a constant temperature between 18 and 22 °C and low humidity.
Use Soft Sleeves, Toploader or Magnetic cases, and additionally store valuable cards in Deck boxes or Collector albums. Make sure that the cards are not exposed to direct sunlight, as UV light can cause fading.
At cardcosmos, you will find suitable Accessories from brands such as Ultra PRO, Gamegenic and Dragon Shield that provide optimal protection.
Price increases are often caused by limited print runs, high demand, collector hype, or speculation. When a set is very popular or has a strong competitive meta, the secondary market also reacts quickly. For you as a buyer, this means: The earlier you pre-order or place your order, the better your chances of getting a fair Price. At cardcosmos, we strive to offer fair Prices and provide transparent information about price trends.
Our range includes both German and English versions of some products. Certain collections or imported editions may also be available in Japanese. The product description always includes information about the version, Language, and print run. If you prefer a specific version, you can mention it in the comment or contact Support.
An originally sealed box can be identified by its intact foil seal, correct manufacturer logo, clean folds, and unaltered barcode label. Signs of tampering may include taut foil, missing seals, or damaged boxes. If in doubt, you can send photos - we will be happy to advise you before your purchase.
The value of a trading card depends on several factors: edition, Rarity, Condition, Language, playability, and market trend. For an initial estimate, you can use online platforms such as eBay (Sold Items).
Condition is important: Cards in “Mint” or “Near Mint” condition achieve significantly higher prices than lightly played cards.
If you are unsure, you can send us photos or lists of your cards at cardcosmos at any time - we will be happy to help you assess them or purchase them.
Sets containing popular Pokémon, iconic characters, or exclusive illustrations are particularly sought after - such as collector favorites like Pokémon 151, Lorcana: Geflüster aus der Tiefe, or One Piece OP13.
Price increases are usually caused by limited production runs, high collector demand, or powerful cards that are used in tournaments.
At cardcosmos, we monitor these trends closely and provide updates in our newsletter and on social media as soon as new sets are released or restocks become available.
Generally, it is worth buying as early as possible through pre-orders or at Release, as prices are often at their lowest shortly after sales begin. As soon as a set is sold out or limited, market prices usually rise quickly.
If you collect with the aim of investing long term, first editions, Collector boxes, or sets featuring iconic Pokémon are particularly interesting.
Waiting rarely pays off - usually only with very large series that receive multiple reprint waves. At cardcosmos, we clearly indicate whether products are limited or regular.
When shopping online, look for official retailer information, complete product images, clear legal notice details, and customer reviews. Reputable stores provide genuine products in sealed packaging with traceable shipping.
You should be suspicious when prices are significantly below market value or product photos look unprofessional.
At cardcosmos, you receive exclusively genuine products from licensed distributors - inspected, securely packaged, and guaranteed authentic.
The easiest way is our newsletter, where you’ll be the first to receive all important information about new sets, preorders, and restocks.
We also regularly post news on Instagram, TikTok, and Discord - there you’ll also get exclusive insights, promotions, and Release dates.
If you don’t want to miss an update, also activate the product alert directly on the product page. This way, you’ll be notified automatically as soon as your desired product is back in stock.
You can contact customer service using the provided Contact form.
Your inquiries submitted via the Contact form will be processed within 1-2 business days at the latest. Please note that inquiries are not processed on weekends or public holidays. During periods of high inquiry volumes, such as after public holidays or for more complex requests, delays may occur. Our top priority is to handle your concerns competently, accurately, and individually. We kindly ask for your understanding if it occasionally takes a little longer.
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?
