Refund and Returns
Last updated: 18/06/2026
At Candy Cards, we take pride in delivering high-quality products and a premium shopping experience. If something isn’t right, we’ll do our best to resolve the issue quickly and fairly.
Your Right to Return
Under EU consumer law, you have the right to return most items within 14 days of receiving your order, without providing a reason.
To be eligible for a return:
- Items must be unused, unopened, and in their original condition
- Original packaging must be intact
- A return request must be submitted within 14 days of delivery
Once a return request has been approved, the item must be shipped back within 14 days.
We reserve the right to refuse returns that do not meet these conditions.
Starting a Return
Returns can be requested directly through your customer account.
To start a return, simply locate the relevant order and click the “Request Return” button. You will be asked to provide the required information, including the reason for the return and any supporting photos where applicable.
Once submitted, our team will review your request and provide further instructions regarding the return process.
Please do not send items back to our warehouse without prior approval, as unauthorised returns may be refused.
Return Shipping
If you are returning an item because you have changed your mind, received an unwanted gift, ordered the wrong product, or for any other reason unrelated to an error on our part, the cost of the return shipment is the responsibility of the customer.
Once your return request has been approved, Candy Cards will provide a return shipping link allowing you to purchase a return label for shipment back to our warehouse.
Customers may also arrange their own return shipment. We strongly recommend using a tracked service, as Candy Cards cannot be held responsible for items lost during transit.
If the return is due to an incorrect item being sent, a damaged item, or another error made by Candy Cards, we will cover the reasonable cost of the return shipment.
Refunds
Once your return has been received and inspected, any approved refund will be issued to the original payment method used for the purchase.
Refunds are typically processed within 5–10 business days, although processing times may vary depending on your payment provider.
Where appropriate, store credit may be offered as an alternative resolution.
Order Changes & Cancellations
Orders may be cancelled or modified before dispatch.
Once an order has been shipped, any cancellation request will be handled through the standard return process in accordance with this policy.
Pre-Orders
Pre-orders may be cancelled at any time before dispatch.
In the event of supplier shortages, allocation reductions, or product unavailability, customers will be offered either:
- A full refund, or
- Store credit
Candy Cards reserves the right to adjust product allocations where quantities supplied by distributors are lower than expected.
Non-Returnable Items
Due to the nature of collectible products, the following items cannot be returned or refunded unless faulty:
- Opened or unsealed products
- Booster packs
- Single trading cards
- Mystery products, including mystery bags, mystery boxes, and similar products
- Gift cards
- Digital products or downloadable content
Once a sealed product has been opened, it is considered accepted by the customer and is no longer eligible for return.
Damaged or Incorrect Orders
Due to the nature of collectible products, the following items cannot be returned or refunded unless faulty:
• Opened or unsealed products
• Booster packs
• Single trading cards
• Mystery products, including mystery bags, mystery boxes, and similar products
• Gift cards
• Digital products or downloadable content
Once a sealed product has been opened, it is considered accepted by the customer and is no longer eligible for return.
Shipping & Delivery Issues
If your order is delayed, lost, or marked as delivered but has not been received, please contact us as soon as possible.
We will work with the relevant courier to investigate the issue. Delivery investigations may take up to 30 business days depending on the courier and destination country.
Product Condition Notice
Sealed products may occasionally display minor cosmetic imperfections resulting from the manufacturing, distribution, or transportation process. Examples include minor dents, corner wear, shrink wrap imperfections, or slight packaging marks.
Such imperfections are considered normal within the trading card industry and do not qualify as product defects.
Do you have doubts or need support?
Our customer service is always available for info@candycards.eu