{"id":9320,"date":"2026-09-23T08:54:11","date_gmt":"2026-09-23T06:54:11","guid":{"rendered":"https:\/\/ilantcgbelgium.com\/faq\/"},"modified":"2026-10-17T03:06:07","modified_gmt":"2026-10-17T01:06:07","slug":"faq","status":"publish","type":"page","link":"https:\/\/ilantcgbelgium.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

FAQ<\/h1>\n\n\n\n

Orders and pre-orders<\/h2>
When is my order shipped, and how can I track it?<\/summary>

Usually within 24 to 48 working hours, sometimes up to 72 hours, from Belgium, with DPD, as a tracked and protected parcel. Track your order on the page Order tracking<\/a> or in My trainer's area<\/a>. No tracking number? Contact us<\/a>.<\/p><\/div><\/details>

Am I charged straight away for a pre-order?<\/summary>

Yes, it\u2019s a direct payment that reserves your product. The release date shown is provided by the publisher or distributor and may change. If it changes, you choose a voucher or a full refund, according to our terms and conditions<\/a>. Your pre-order is shipped as soon as the product arrives in our shop.<\/p><\/div><\/details>

I\u2019m ordering an item that\u2019s in stock and a pre-order at the same time. What happens?<\/summary>

The order will be dispatched in one go, once all items are available. To receive items that are in stock more quickly, place two separate orders.<\/p><\/div><\/details><\/section>

VIP access, waiting list, Deal<\/h2>
What does \u201cVIP access by invitation\u201d mean?<\/summary>

It\u2019s a 24 to 72-hour early access, reserved for the customers with the best purchase history at Ilan TCG Belgium (a \u201ctop 10\u201d style selection, not limited to 10 people). Access is granted automatically, with no request needed. After that, the product moves to public pre-order or to the waiting list.<\/p><\/div><\/details>

How does the waiting list work?<\/summary>

You sign up, with no obligation to buy. Sometimes a draw decides who will be able to order.<\/p><\/div><\/details>

What do \u201cDeal\u201d and \u201cOut of stock\u201d mean?<\/summary>

Deal: a product at a reduced price. Out of stock: a product no longer in stock; join the waiting list to be told when it\u2019s restocked.<\/p><\/div><\/details><\/section>

IlanPoints<\/h2>
How do IlanPoints work?<\/summary>

You earn 1 point for every \u20ac5 spent, 5 points per approved review and 25 points on your birthday. 100 points = a \u20ac5 voucher, to convert in your customer area. Points arrive right after your purchase (they are removed if the order is cancelled or refunded) and are valid for up to 12 months, sometimes 3 or 6 months. The voucher can\u2019t be used on a Deal or a pre-order.<\/p><\/div><\/details>

How does the referral programme work?<\/summary>

Get your link from your customer area: you earn 50 points and your friend gets 30. They must use exactly that link, from the start to the end of their order, without reloading or changing the page, otherwise the points can\u2019t be awarded.<\/p><\/div><\/details><\/section>

Delivery and collection<\/h2>
Where do you deliver? Can I collect my order?<\/summary>

We deliver with DPD, to your home or to a pickup point, in Belgium, France and other countries. The options and their costs are shown at checkout. Collection from our shop in Li\u00e8ge is arranged by phone.<\/p><\/div><\/details>

Is my parcel protected?<\/summary>

Yes. All our parcels are sent via tracked delivery, in reinforced packaging, and remain our responsibility until you receive them. In the event of loss, theft or damage, we\u2019ll take care of everything: full details at section 11 of the Refunds, Returns, Delivery and Payments Policy<\/a>. You can also choose the Priorit\u00e9 Colis option at checkout.<\/p><\/div><\/details>

What is Priorit\u00e9 Colis?<\/summary>

It\u2019s an optional extra you can choose at checkout. Your order is prepared first, as soon as the products are available, and if the parcel is lost, stolen or broken, your case is handled first. It costs 3.2% of the amount of your products (excluding shipping), with a minimum of \u20ac2.95 incl. VAT. It changes neither the release date of the products nor the announced delivery date, and it comes on top of your legal rights without replacing them. All the details in section 11 of the Refunds, Returns, Delivery and Payments Policy<\/a>.<\/p><\/div><\/details>

I\u2019m not home for the delivery: what happens?<\/summary>

The parcel is left at a pickup point. If you don\u2019t collect it within the set time, it\u2019s returned to the sender, and the shipping costs must be paid again to send it back to you. You can change your address as long as the shipment hasn\u2019t been scheduled.<\/p><\/div><\/details><\/section>

Payment<\/h2>
What payment methods do you accept?<\/summary>

Bank card (Visa, Mastercard, American Express and Carte Bleue \/ CB for France), Bancontact for Belgium, Apple Pay, Google Pay, Amazon Pay and Klarna. You can also pay in 2 or 3 instalments with Alma. Payments are encrypted and processed by Stripe; instalment payments are handled by Alma.<\/p><\/div><\/details>

Can I pay in instalments?<\/summary>

With Alma, you pay in 2 or 3 instalments by bank card, for a basket from \u20ac50 to \u20ac2,000, in Belgium as well as in France, subject to Alma\u2019s approval. With Klarna, you can also pay in instalments or later, depending on your country. The available options are shown at checkout. Please note that borrowing money also costs money.<\/p><\/div><\/details><\/section>

Returns, cancellation and withdrawal<\/h2>
Can I return an item or cancel my order?<\/summary>

You have 14 days from receipt to exercise your right of withdrawal. Please notify us of this via the form Right of withdrawal (EU)<\/a>. The item must come back in exactly the condition you received it in: an opened product, or one whose seal is damaged, loses its collector value, and this loss is deducted from the refund. To cancel before shipping, see our terms and conditions<\/a> and the Refund and Returns Policy<\/a>.<\/p><\/div><\/details>

My parcel arrived damaged. What should I do?<\/summary>

If the parcel is open, has been re-sealed or is damaged when you collect it, please refuse it and contact us within 24 hours. If you discover any broken items when you open the parcel, please contact us within 3 days via the page Contact<\/a>, along with your order number and photos; a video of you opening the parcel will speed up the process. If you haven\u2019t received your parcel: please contact us within 14 days of the last tracking update. You\u2019re covered in all circumstances. Full details: section 11 of the Refunds, Returns, Delivery and Payments Policy<\/a>.<\/p><\/div><\/details><\/section>

Products, account and contact<\/h2>
Are the products official? Do you sell single cards?<\/summary>

Yes, all our sealed products are official, factory-sealed by the publisher, checked when they reach us and carefully packed. No single cards for now; graded cards (PSA, Beckett, CGC, PCA) are coming soon.<\/p><\/div><\/details>

How do I access my account, recover my password or find my invoice?<\/summary>

Click the little person icon at the top right to open your espace client<\/a>. Forgot your password: you can generate a new one. Your invoices are in your customer area and in the confirmation email.<\/p><\/div><\/details>

How can you reach us?<\/summary>

By email (contact@ilantcgbelgium.com<\/a>), WhatsApp<\/a>, phone (+32 478 53 84 31<\/a>) ou Instagram<\/a>. We usually reply within 24 to 72 hours, depending on how busy we are preparing orders.<\/p><\/div><\/details><\/section>

Can\u2019t find the answer you\u2019re looking for? Get in touch<\/a>, we\u2019ll get back to you soon.<\/p><\/div>","protected":false},"excerpt":{"rendered":"

FAQ Commandes et pr\u00e9commandes Quand ma commande est-elle exp\u00e9di\u00e9e, et comment la suivre ? En g\u00e9n\u00e9ral sous 24 \u00e0 48 h ouvr\u00e9es, parfois jusqu\u2019\u00e0 72 h, depuis la Belgique, avec DPD, en colis suivi et prot\u00e9g\u00e9. Suis ta commande sur la page Suivi de commande ou dans Mon espace dresseur. Pas de num\u00e9ro de suivi […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"0","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"","_seopress_redirections_param":"","_seopress_redirections_type":0,"_seopress_analysis_target_kw":"","_seopress_news_disabled":"","_seopress_video_disabled":"","_seopress_video":[],"_seopress_pro_schemas_manual":[],"_seopress_pro_rich_snippets_disable_all":"","_seopress_pro_rich_snippets_disable":[],"_seopress_pro_schemas":[],"footnotes":""},"class_list":["post-9320","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/pages\/9320","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/comments?post=9320"}],"version-history":[{"count":5,"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/pages\/9320\/revisions"}],"predecessor-version":[{"id":10485,"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/pages\/9320\/revisions\/10485"}],"wp:attachment":[{"href":"https:\/\/ilantcgbelgium.com\/en\/wp-json\/wp\/v2\/media?parent=9320"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}