Frequently asked questions
Cards & sleeves
How do I know which protective sleeves I need for a product?
For Trading Card Games: Magic: the Gathering, Pokémon, Digimon Card Game, Lorcana and Flesh & Blood use "Standard" sleeves (63 x 88 mm). Yu-Gi-Oh! uses "Small - Japanese" sleeves (59 x 86 mm). For other games, like most board games, card sizes and counts vary widely, so check each game individually.
How many sleeves do I need to protect a deck?
It depends on the game. Magic: the Gathering, Standard / Modern / Pioneer deck: 60 cards, Commander deck: 100 cards. Pokémon: 60 cards. Yu-Gi-Oh!: 40 cards in the main deck (plus 15 in extra/side). Lorcana: 60 cards. One Piece and Digimon: 50 cards. Sleeves are usually sold in packs of 60 or 100, so always grab a few extras for trades and spare cards.
What do NM, LP, MP, HP mean as card conditions?
They are the standard collectible card conditions: NM (Near Mint) = practically new, only the slightest signs not visible to the eye. LP (Lightly Played) = small surface marks but card intact. MP (Moderately Played) = visible marks, worn edges but still playable. HP (Heavily Played) = significant marks, edges and surface clearly worn. DMG (Damaged) = damaged card, bent or with major defects.
How do I best store rare and valuable cards?
For valuable cards we recommend three layers: thin inner sleeve ("penny sleeve"), rigid or premium outer sleeve, and toploader or magnetic case for the most precious. Keep them away from direct light, humidity and heat. For larger collections use binders with side-loading pockets to avoid damaging the edges.
Pre-orders
Does the date shown on pre-orders match the actual delivery day? Can I receive the product earlier?
No. The date shown on pre-orders is the day the manufacturer authorizes us to make the product available. Unless the manufacturer changes plans or other circumstances outside our control occur, that date is when we can start delivery. We can't ship before that day. We do our best to ship quickly, but we can't guarantee a specific arrival date, even on request.
I want to buy a pre-order product. How does it work?
When you add a pre-order product to your cart, it will be clearly marked as a pre-order. All products in the order ship together on the pre-order release date. For pre-orders, payment is split: a 40% deposit at order time, the remaining 60% charged when the product is released. Regular products are paid in full at purchase.
Can I add other products to an already confirmed pre-order?
No, you can't modify a confirmed pre-order by adding new items. To buy other products you need to place a new separate order.
What does it mean that a product may be allocated?
For many releases, especially new products and pre-orders, the distributor assigns each shop a limited quantity (the "allocation"), which we often only learn shortly before delivery. This can apply to any product in our catalogue. If the quantity we receive is lower than the orders placed, we fulfil them in order of arrival; for any part we cannot cover, we let you know by email and refund you in full.
Shipping
Which countries do you ship to?
We ship across Italy and to all European Union countries. For shipments outside the EU contact us before ordering: we evaluate availability and costs case by case.
How much does shipping cost?
In Italy: standard shipping €5.99, express shipping €7.99. European Union: €14.99. Shipping is free in Italy on orders over €80. In-store pickup is always free.
How do I track my order?
When the order is handed to the courier you will receive an automatic email with the tracking number and link. Check your spam folder if you can't find it. For tracking issues, write to info@isoladeicollezionisti.it.
Can I pick up my order at the store?
Yes. Choose "store pickup" at checkout and come collect your order at our shop in Laggio di Cadore (BL), Via Tomaso Da Rin, 7. Products in stock at the shop are ready within 2 hours; products with longer shipping times usually take 3-10 business days.
Returns and refunds
How long do I have to return an item?
You have 30 days from delivery to start a return. Items must be in the same condition you received them, unused, with tags and original packaging. On top of this, the legal 14-day right of withdrawal still applies: see the Right of withdrawal page.
Who pays for return shipping?
Return shipping costs are on you: you can ship the parcel yourself or ask us for a label, in which case its cost is deducted from your refund. If the item arrived defective, damaged or wrong, we cover the costs. Original shipping costs are not refundable.
How long does it take to receive a refund?
Once we receive and inspect the return, we email you whether the refund is approved or rejected. If approved, the refund is issued to the original payment method within 10 days.
My product arrived damaged or wrong. What should I do?
Contact us right away at info@isoladeicollezionisti.it with photos of the parcel and the product, and your order number. We will open a case and arrange replacement or refund at no extra cost.
Account and orders
Are there active discount codes?
Yes: for your first order there is the code WELCOME5 (5% off), also shown in the bar at the top of the site. Other promotions are announced in our newsletter and on social media.
Do I need an account to buy?
No, you can also check out as a guest. Creating an account lets you track orders, save shipping addresses and speed up future checkouts.
How can I request deletion or export of my personal data?
Requests regarding your personal data (access, rectification, erasure, portability, restriction, objection) are handled directly by Isola dei Collezionisti S.R.L., the Data Controller. Write to info@isoladeicollezionisti.it specifying the right you want to exercise and attaching an ID document for verification. We respond within one month from the request, as required by the GDPR (art. 12). For particularly complex requests the deadline can be extended up to three months total, with the reasons communicated to you within the first month. The service is free of charge. You also have the right to lodge a complaint with the Italian Data Protection Authority. For more details on your rights see our Privacy Policy.
Payments
Which payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express, Maestro, Union Pay), Apple Pay, Google Pay, Shop Pay, PayPal and Klarna.
Can I pay in instalments?
Yes, with Klarna. On the product page and in the cart you can see the options available for your amount, for example 3 interest-free payments, and choose one at checkout. Terms and any approval are handled by Klarna: click “Learn more” in the Klarna box for the details.
Are payments on the site secure?
Yes. All payments are handled by certified providers (Shopify Payments, PayPal, Klarna and the card networks) over an encrypted connection. We never see or store your card details.
What are the recommended price and the lowest price in the last 30 days?
On the product page, under the price, you may find two reference prices. The recommended price is the selling price recommended for the product by the manufacturer, publisher or distributor. We show it only to compare prices: the percentage tells you how much less you pay than that price. The lowest price in the last 30 days appears when we have lowered the price of the product: it is the lowest price we applied in the 30 days before the reduction, as required by EU rules on price reduction announcements (Omnibus Directive). The percentage next to it is calculated on that price.