FAQ
Frequently asked questions
Are your products authentic?
Yes. Collectown only sells authentic TCG products. Sealed items are sold in their factory packaging, with the seal intact, as stated on the product page.
What's the difference between Japanese and English editions?
Japanese editions come out ahead of the international ones, have packs with a different number of cards and a print quality highly valued by collectors. Japanese cards are not legal in official European tournaments, which require Western-language cards. The language is always stated in the product title.
How much is shipping?
Italy Standard €4.99 or Express €6.00, European Union €24.99. On orders from €150, Express shipping is free in Italy and the European Union. Rest of the world €29.99. The exact cost is calculated at checkout based on your address. Full details on the Shipping and delivery page.
How long until I receive my order?
It depends on the availability shown on the product page. In stock products are prepared within 24–48 business hours; delivery then takes 2–3 business days in Italy and 4–7 in Europe. Made to order products first reach us from Japan in 2–3 business days: for Italy, allow about 5–8 business days in total.
What does "Made to order" mean?
It means the product is not already in our warehouse: we order it from Japan right after your purchase and ship it as soon as it arrives, usually after 2–3 business days. If it's no longer available we'll let you know straight away and you can cancel with a full refund. You'll find all the details on the Shipping page.
What is a pre-order?
A pre-order product can be bought before it reaches our warehouse and ships as soon as it's available. Release dates are set by the manufacturers and may change. If an order contains both in-stock and pre-order items, everything ships together when it's ready — but if you'd rather receive the in-stock part first, just write to us.
Can I cancel a pre-order?
Yes, with a full refund, at any time before dispatch.
Can I return a sealed product?
You have 14 days to withdraw from the purchase. You may examine the product as you would in a shop, but if you open the seal the box loses most of its market value: in that case you are liable for the diminished value, which is deducted from the refund. If you're considering a return, don't remove the seal. Full details on Returns and refunds.
How are orders packed?
Sealed boxes travel with shock-absorbing fill to protect the corners, single cards in a toploader and sleeve, graded cards secured in their slab. For collectibles, packaging is part of the service.
What if my parcel arrives damaged?
Accept the delivery with reservation, signing the courier's note with "accepted with reservation due to damaged packaging", and write to us within 48 hours with photos. Without the reservation the courier may reject the claim.
What are graded cards?
They are cards assessed by an independent company (PSA, BGS, CGC) that certifies their authenticity and condition with a grade from 1 to 10 and seals them in a rigid case called a slab. The grade has a decisive impact on the card's value.
Do you ship outside Italy?
Yes, throughout the European Union and to many non-EU countries. For destinations outside the EU, customs duties may apply and are paid by the recipient.
How do I contact you?
Write to support@collectown.com with your order number and the email used for the purchase. We reply within 24–48 business hours.
