Delivery & Returns

At Marble City we know you can’t wait to get your new cards or sealed product in hand. We do everything we can to get your order to you quickly and safely. If something isn’t right, we’ll sort it out properly.

Here’s everything about our delivery, lead times, and returns.

📦 Delivery

Processing and delivery times

Orders placed and paid for before xxx on a working day are dispatched the same day. As soon as your parcel leaves us you’ll get a dispatch confirmation with a tracking code so you can follow it. We send our parcels with An Post and DPD. (← changed from DHL/PostNL, which don’t operate domestic delivery in Ireland.)

Delivery charges

Clear delivery costs, no surprises.

Rate: €xxx per order. (← see the note below — this conflicts with your homepage.)

How we pack

We’re collectors ourselves and we know how much condition matters.

Singles. Always sent in a sleeve. Valuable cards also go in a toploader or card saver and are packed firmly between card or in a bubble mailer or box to prevent bending.

Sealed product. Booster boxes, ETBs, and blisters are sent in a sturdy shipping box with enough filler that nothing shifts in transit.

Pre-orders

Ordered something that hasn’t been released yet?

We aim to dispatch pre-orders so you have them on release day, or as soon after as possible. Each pre-order product page shows the expected release month. (← added. Irish and EU distance-selling rules require a delivery date or window; “as soon as possible” on its own isn’t sufficient. Where no time is agreed, the legal default is 30 days.)

Please note: if you order in-stock items together with a pre-order, the whole order ships once the pre-order is available. Want the in-stock items sooner? Place two separate orders.

🔁 Returns & Right of Withdrawal

Not completely happy with your order? It happens. You can return your order within 14 days of receiving it.

Right of withdrawal (cooling-off period)

You have the right to cancel your order within 14 days of receipt without giving a reason. Once you’ve told us you want to return something, you have a further 14 days to actually send it back.

This applies to online orders. Purchases made in person at our shop in Kilkenny aren’t covered by the cooling-off period, though your rights under the Consumer Rights Act 2022 for faulty goods still apply in full. (← added. Worth stating explicitly if you’re doing click-and-collect or counter sales.)

Conditions

  • The product is complete, unused, and in its original condition.
  • Where possible, the product is in its original, undamaged packaging.
  • Cards are undamaged, unplayed, and have been kept properly (in the sleeves or toploader they were sent in, for example).
  • Singles can only be returned in the same condition they arrived in. Clear signs of use or damage may mean part or all of the purchase price isn’t refunded.
  • Sealed product should be returned unopened. If the seal has been broken after delivery, we will assess the reduction in value and deduct it from your refund. Because opened sealed product cannot be resold as sealed, this deduction may be up to the full value of the item. (← rewritten. See the note below — this is the most important change in the document.)

How to return your order

1. Register your return. Email xxx within 14 days of receipt with your name, your order number, and which products you want to return.

2. Get return instructions. We’ll send you confirmation and instructions, including the return address.

3. Send your products back. Pack them well protected, ideally in the original shipping box. Include your name and order number inside. Send the parcel within 14 days of registering your return. Keep your proof of postage.

4. Refund. Once we’ve received and checked your return, we start the refund.

  • We refund the purchase price of the returned products, including the original delivery charge if you return the entire order. Where you return only part of an order, the original delivery charge isn’t refunded.
  • Refunds are made within 14 days of your notice of withdrawal, though we may hold the refund until we’ve received the goods back or you’ve provided proof of postage.
  • Refunds are made to the same payment method you used to order.

Please note:

  • Return postage is at your own expense, unless we made a mistake — a wrong, damaged, or faulty item, for example. In that case we cover it.
  • Where products come back in less than original condition, we may deduct the reduction in value.

Exceptions

You can’t use the cooling-off period for:

  • Products made to your specification or clearly personalised.
  • Products returned clearly used, damaged, or incomplete.

(← two exceptions removed from the original. See below.)

Faulty or damaged items

Separately from the cooling-off period, the Consumer Rights Act 2022 gives you the right to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. This applies well beyond 14 days. Email us at xxx and we’ll put it right. (← added; no Irish returns policy should omit this.)

❓ Questions?

Questions about delivery, the returns process, or unsure whether your product can be returned? Get in touch at xxx.

Four things to look at before this goes live.

The 100% write-off on opened sealed product is the one to take seriously. The Dutch original states a flat 100% reduction in value if a seal is broken. That’s not safe to state as policy in Ireland. The EU Consumer Rights Directive only exempts sealed goods from the cooling-off period where they’re sealed for health or hygiene reasons, or where they’re sealed audio, video, or software. Booster boxes are none of those, so opening one does not remove the customer’s right to withdraw. What you can do is deduct the diminished value — and for sealed product that deduction can legitimately be very large. So I’ve rewritten it as an assessment that may reach full value, which gets you nearly the same commercial outcome without asserting a rule that a customer could challenge and win.

“Products specially ordered on request” — I removed it. The exemption in law is for goods made to the consumer’s specification or clearly personalised. Ordering a stock item in from your distributor because a customer asked doesn’t meet that. Keeping it in would be an unenforceable term, and unenforceable terms in a returns policy are exactly what the CCPC looks at.

The delivery rate contradicts your homepage. This document says a flat rate per order with no threshold. The homepage copy says €5.95 with free delivery over €75. Pick one — I’ve left it as €xxx rather than guess. If you go with the free-over-€75 model, add a line here about how the delivery refund works when a returned item drops the order below the threshold, because that’s the situation that generates support tickets.

The dispatch cut-off. The original says 18:00, which is a genuinely late same-day cut-off and only works if you’re posting after close. An Post and DPD collection times will decide this for you. I left it as xxx.