Shipment Has Arrived, But There's a Problem
Buyers will sometimes run into problems with their shipments after they have arrived. Sometimes a card might not be in the condition promised or maybe it's in the wrong language. In these cases we strongly recommend that buyers do the following before confirming arrival:
Contact the seller
Sellers make mistakes just like everyone else. The easiest way to resolve a dispute is to contact the seller to find a solution to which both parties agree.
Potential Solutions
In the case of a Professional or Powerseller
Any solution both parties agree on is a good one! The most common and useful solution we see is a partial refund for a card with the wrong condition or language. With professional sellers, buyers also have a legal "right of revocation" within 14 days of receiving the product. You can read more about your consumer rights here for the EU and here for the United Kingdom.
In the case of a Private Seller:
Even more than with professional sellers, any solution both parties agree on is a good one! We still recommend a partial refund, especially in cases where the condition is wrong or the language is wrong. Unfortunately, in the case of private sellers, buyers do not have the same right of revocation that they have with professionals. This means that in most cases, you need to come to an agreement with the seller to resolve any issues.
In extreme cases where the private seller completely refuses to cooperate with you, we recommend moving on to the contact support step below.
Contact Support
If you do not receive a response within five working days or cannot reach a mutual agreement, contacting Cardmarket support is the next step. Be sure to contact them from the correct shipment page, which you can find here.
When contacting customer service, it's best to do so from the shipment page, as the information on your specific shipment will be filled in automatically. This will make it easier for customer service to process your claim. Do not contact them from anywhere else, as this may delay their response and resolution.
