Refund, Returns, Delivery and Payment Policy

Effective from 08/10/2026

1. Pre-orders

Pre-orders are for items due to be officially released in the future.

If your order contains both pre-order items and items in stock, it will only be dispatched once all items are available.

We will therefore wait until the latest release date before dispatching the complete order.

Tip: To receive your available items more quickly, place two separate orders: one for items in stock and another for pre-orders.

The release date is set by the product’s publisher or distributor, not by us. Any postponement decided by the publisher or distributor is not our fault and does not entitle you to compensation. If the release is postponed, we will notify you by email with the new date. You then have 14 days from the date of that email to cancel free of charge; you will receive a full refund no later than 14 days after your cancellation. If we do not receive a response from you, your pre-order will be honoured on the new date. Your legal rights in the event of a delay remain unaffected (see point 3).

2. Cancellation of orders and pre-orders

An order for items in stock can be cancelled free of charge as long as it has not yet been dispatched.

Once an order has been dispatched, it cannot be cancelled, but you retain your statutory right of withdrawal for 14 days after receipt (see point 4).

Cancellation of pre-orders

As long as your pre-order has not been confirmed with our supplier, you can cancel it free of charge.

Once confirmed, cancellation by mutual agreement is no longer possible, as the product has been ordered and paid for on your behalf. Your statutory right of withdrawal remains unaffected.

If the supplier cancels the product or is unable to deliver it, we offer you a voucher for the same amount, valid on the website. If you prefer, or if we do not receive a reply from you, you will be refunded the amount you paid no later than 14 days after the cancellation.

3. Delivery terms
  • Delivery method: our shipments are handled via our shipping platforms and entrusted to DPD, delivered to your home or to a pickup point, depending on your address and your choice. We only work with DPD for now; this may change. Collection from our shop in Liège is still possible.
  • Delivery charges: the carrier’s rate depending on the destination; above €520 of products, a surcharge may apply to the part above €520, after promo codes. The exact amount, VAT included, is shown before you confirm your order. Collection from the shop remains free.
  • Processing time: Items in stock are dispatched within 24 to 48 working hours of the order being confirmed.
  • Tracking: A tracking number will be sent to you by email as soon as the parcel is dispatched.
Receipt of the parcel

When you receive the parcel, check its condition. If it is damaged, have the delivery driver or the pickup point note it, or refuse it. A parcel collected from a pickup point or delivered against signature is considered delivered. A parcel left with a neighbour or in a mailbox without your consent is not considered delivered.

When to contact us (to [email protected], including your order number):

  • Parcels that are open, have been re-sealed, are crushed or are underweight: refuse it or have your reservations noted, then write to us within 24 hours.
  • Product damaged or missing upon opening: within 3 days of delivery.
  • Parcels that haven’t arrived: within 14 days of the last tracking event.

A video of the parcel being opened and some photos will speed up the processing of your claim. Once these deadlines have passed, we can no longer make a claim with the carrier: your case will still be investigated, but it will take longer to process and we will ask you for evidence (photos of the parcel and its packaging, a video of you opening it if you have one, and a sworn statement). We are not responsible for what happens to the product once it has been delivered to you (opening, handling, storage). Your legal rights remain unaffected.

Delivery times, delays and transport

These rules apply to all orders placed on the website, whether for items in stock or pre-orders.

Delivery time. Items in stock ship within 24 to 48 business hours; the estimated delivery time is shown at checkout. Unless it is a pre-order (release date shown on the product page), your order will be delivered no later than 30 days after it has been confirmed. If this is not the case, you may ask us to deliver within a reasonable additional period; if we still fail to deliver, you may cancel your order and you will be refunded all amounts paid, including delivery charges, no later than 14 days after your cancellation.

If your parcel has been dispatched but goes missing or is held up by the carrier, clause 11 applies: we will launch an investigation, and the time taken for this investigation constitutes the additional time we are asking you to allow. Your case will be resolved no later than 30 days after you report the issue.

We are responsible for transport. Until you, or a person you have designated (other than the carrier), take possession of the parcel, Ilan TCG Belgium is liable for its loss, theft or damage. This rule applies to all our customers, regardless of the country of delivery. It stems from European Directive 2011/83/EU (Articles 18 and 20) and its transposition in each country: Belgium, Economic Law Code, Articles VI.43 and VI.44; France, Consumer Code, Articles L216-1 et seq.; Luxembourg, Consumer Code (delivery and transfer of risk); the Netherlands, Burgerlijk Wetboek, Article 7:11; Germany, BGB, § 474; Italy, Codice del consumo, Articles 61 and 63; Spain, TRLGDCU, Articles 66 bis and 66 ter. For Switzerland, the same rule applies.

Package opened, emptied or resealed. Before collecting your parcel, check the box and our original adhesive tape. If it has been opened, resealed with different tape, crushed, or if it seems unusually light:

  • at the pickup point or in front of the delivery driver: refuse it (it comes back to us) or have your specific reservations noted;
  • in a locker: take photos inside the locker before taking the parcel out;
  • in all cases: write to us within 24 hours with your order number and photos.

If you have already accepted the parcel and discover a problem when you open it, keep all the packaging, take photos and contact us within 3 days. To help us seek redress from the carrier, we may ask you to send them a written complaint (using a template provided by us): in France, within 3 days of receipt, or 10 days if you were unable to inspect the parcel (Commercial Code, Article L133-3; Consumer Code, Article L224-65).

The fact that you do not raise any objections or make any reservations upon receipt does not release us from our obligations: you remain covered by our guarantees and by law.

4. Right of withdrawal and returns

In accordance with European Directive 2011/83/EU and Book VI of the Economic Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give any reason.

Terms and Conditions
  • Request: using the form Withdrawal or by email to [email protected], within the statutory time limit and before sending any parcel.
  • Return postage: at your own expense.
  • Refund: the price of the item and the standard delivery charge for the outward journey, via the same payment method, no later than 14 days after your request. We may wait until we have received and checked the parcel before issuing a refund.
  • Voucher: If you’d prefer, you can choose a gift voucher for the same amount instead, valid on ilantcgbelgium.com. It’s always up to you.
  • Condition: The item must be returned in exactly the same condition as when you received it (see point 5).
5. Sealed products, single cards and graded cards

TCG products sold on Ilan TCG Belgium (displays, sets, booster packs, ETB, tripacks, individual cards, graded cards, etc.) derive their value from being brand new, sealed and authenticated. Every item leaves our shop after being checked, and we keep photographs or a video of it being prepared.

If you open or tamper with the seal of a product (film, blister pack, box), if you remove a single card from its sealed protective packaging, or if you open or damage the case of a graded card, the item loses its collectable value and can no longer be resold as such.

In accordance with Article VI.51 of the Economic Code, you are liable for this loss in value: it is deducted from the refund and may amount to 100 % of the price. In this case, no refund will be paid for this item.

Every returned item is checked on receipt (seal, certification number, condition) and compared with the images taken during its preparation.

6. Minor factory defects and seals

All sealed products are new and genuine, supplied by the publishers or their authorised distributors.

Absolute perfection of the plastic film cannot be guaranteed: slight marks, creases, irregularities or slightly dented corners may appear on the packaging.

These imperfections are due to the manufacturing process: they do not constitute a breach of contract and do not entitle the customer to an exchange, a price reduction or compensation.

7. Packing and dispatching returns

Please return the goods in packaging equivalent to that used for the original dispatch, including padding, outer packaging and a sturdy cardboard box, and send them via a tracked service.

We recommend that you insure the parcel for its actual value.

An item that arrives damaged due to insufficient protection has lost some of its value: this loss will be deducted from the refund, as stated in point 5.

Proof of purchase (invoice or order number) must be included with the parcel.

8. Personalised products and exclusions

The following are not covered by the right of withdrawal:

  • products that are personalised or made to specific order;
  • digital content delivered immediately after payment, with your consent.

For any product whose seal or physical integrity has been compromised after receipt, the loss of value described in point 5 applies.

9. Accepted payment methods

Stripe

Secure payment by credit card (Visa, Mastercard, American Express, Bancontact, Carte Bleue).

All transactions are encrypted and processed by Stripe, a PCI-DSS-certified service provider.

Ilan TCG Belgium does not store any bank details.

Klarna

Take advantage of a simple and secure payment plan or pay 30 days later with Klarna.

This solution allows you to pay for your purchases using the options available at the time of payment.

Flexibility designed for collectors who want to plan their purchases with complete peace of mind.

Alma

Pay in 2 or 3 instalments by credit card with Alma, for any basket totalling between €50 and €2,000.

Alma is the service provider handling this payment: by selecting them, you agree to their terms and conditions and privacy policy.

You choose between 2 or 3 instalments at the time of payment. Alma charges a fee: this is displayed, along with the full payment schedule, before you confirm your payment, and is payable by you.

If Alma declines your application, the order will not be confirmed and you can pay using another payment method. If the sale is cancelled, the payment plan will be terminated. In the event of cancellation or a return, any amounts due for refund will be returned to you via Alma.

Service available to customers residing in Belgium, subject to approval by Alma. Please note that borrowing money also costs money.

Alma’s official statements:

  • Alma’s credit service is offered for the settlement of purchases and the processing of payments, provided that the person purchasing the goods or services through Alma («the Buyer») accepts the agreement for payment in instalments or deferred payment.
  • Alma may charge a fee.
  • Any refusal by Alma to authorise payment in instalments or deferred payment may result in the purchase contract for the goods or services («Terms and Conditions») becoming void, unless the Buyer agrees to pay the purchase price in full.
  • In the event of termination of the Terms and Conditions, the contract for payment in instalments or deferred payment shall be terminated automatically.
  • In the event that the instalment or deferred payment scheme used for your payment is cancelled, these Terms and Conditions of Sale shall be automatically terminated, unless you pay the full amount of your purchase in cash via Alma. If the product has already been dispatched to you, you must return it within the maximum time limit set out in these Terms and Conditions.

For any complaints regarding payment in instalments, Alma’s help page is here: help.almapay.com.

End of partnership with PayPal

Ilan TCG Belgium no longer offers PayPal.

This decision was taken for economic and technical reasons, in order to prioritise European service providers that are transparent, efficient and compliant with security standards (Stripe, Klarna and Alma).

Security and transparency

All transactions carried out on our website are protected by the SSL protocol.

By making a purchase, you agree to the terms and conditions and privacy policies of the relevant service providers (Stripe, Klarna and Alma).

10. Refund policy

General principle

All refund requests are processed with care, in accordance with legal obligations and the conditions set out below.

1. Time limit and conditions

You have 14 days from receipt of the parcel to exercise your right of withdrawal (Article VI.47 of the Economic Code).

The item must be returned in exactly the same condition as when you received it: new, unopened and sealed. Otherwise, the loss of value described in point 5 will apply.

2. Application procedure

Any requests for a refund or return must be submitted to us via the form Withdrawal or by email to [email protected] before sending any parcel.

Our team will confirm the procedure to follow within 48 working hours.

3. Returning the parcel

Please return the products in packaging equivalent to the original, ensuring they are well protected.

You are responsible for the return postage costs, unless we have made a mistake.

4. Refund period

The refund will be processed no later than 14 days after your request, and in practice within 5 to 7 working days of receipt and verification of the product, via the same payment method used at the time of purchase (Stripe, Klarna or Alma).

Standard delivery charges for the outward journey will be refunded. You will be responsible for the return delivery charges and any additional cost for a delivery method that is more expensive than the standard option.

5. Vouchers and goodwill gestures

If you’d prefer, you can choose a voucher for the same amount instead of a refund. It’s always up to you.

Apart from the cases provided for by law (returns requested after the 14-day period, items that have been opened but which we agree to take back on an exceptional basis, or the mutual cancellation of a pre-order already confirmed with the supplier), a return remains a gesture of goodwill: if we do accept it, it will only be in the form of a voucher.

6. Pre-orders and cancellations

Pre-orders can be cancelled free of charge as long as they have not yet been confirmed with the supplier.

If the pre-order is cancelled by the supplier or if the product cannot be delivered, we offer you a voucher for the same amount, valid on the website. If you prefer, or if we do not receive a reply from you, you will be refunded the amount you paid no later than 14 days after the cancellation.

7. Statutory warranty

All our products are covered by the statutory 2-year guarantee of conformity. For individual cards and graded cards sold second-hand, this period is 1 year.

If you live in France or Germany, the statutory warranty is two years for all products, including individual cards and graded cards. For a second-hand product sold in France, any fault that becomes apparent within 12 months is presumed to have existed at the time of delivery.

It covers any fault present at the time of delivery: missing items, incorrect product, or a counterfeit product.

It does not cover the random contents of boosters and box sets, the market rating or resale value of the cards, the factory imperfections described in point 6, or any damage occurring after delivery (opening, handling, storage).

8. Fraud

Any false claim (alleged non-receipt of a parcel, swapped item, resealed product, or unjustified payment dispute) will result in the claim being rejected, the account being closed and, where appropriate, a complaint being lodged.

11. Lost, stolen or damaged parcels

Ilan TCG Belgium is responsible for your parcel until it is handed to you or delivered to a pickup point (see section 3, « Delivery times, delays and transport »). If your parcel is lost, stolen or arrives damaged, the product will be sent to you again if it is available; otherwise, you will receive a voucher for the amount paid, or a refund if you request one.

How to report this to us

Write to us at [email protected] with your order number: within 24 hours if you refused a parcel that was open, resealed or damaged at pickup; within 3 days of delivery for a broken or damaged item; within 14 days of the last tracking event for a lost or stolen parcel. We may ask you for photos of the parcel (outside, label, inside with the packaging) and of the products, the opening video if you have it, and a signed sworn statement. Keep the parcel and its packaging until the case is closed. These time limits do not reduce your legal rights.

How we handle your case

We open a claim with the carrier and reply to you within 48 to 72 hours. The carrier’s investigation can take up to 21 days. Once the investigation is complete, the product is sent to you again within 3 to 7 days if it is available; otherwise, you receive a store voucher for the amount paid, or a refund if you ask for one. In all cases, no later than 30 days after you report the problem.

Your rights

The statutory guarantee of conformity (see point 10) and the guarantee against hidden defects apply in all cases. In France: Articles L217-3 et seq. of the Consumer Code, and Articles 1641 to 1649 of the Civil Code.

Our parcels are insured through specialist providers, selected according to the carrier and the value of the parcel. You do not need to contact them directly: in the event of loss, theft or damage, please contact us, and we will either refund you or resend your product.

Priorité Colis (paid, optional)

At checkout, you can choose the “Priorité Colis” option. It is never ticked in advance.

Price: 3.2% of the amount of your products (after promo codes, excluding shipping costs), with a minimum of €2.95 incl. VAT. This amount is added to the shipping costs.

What it includes: your order is prepared first, as soon as the products are available; if the parcel is lost, stolen or broken, your case is handled first; priority re-shipping in case of breakage and the reporting deadlines are those given above in this point 11.

What it does not change: it changes neither the release date of the products nor the announced delivery date. It comes on top of your legal rights without replacing them: they are the same with or without the option.

Withdrawal: if you exercise your right of withdrawal on the order, the Priorité Colis amount is refunded to you.

Its terms are also added to your order confirmation email.

Orders placed with TCG Protection before 08/10/2026: the Protection remains valid under the terms accepted when ordering and received by email.