Service & support
Customer Service
Quickly find the right information about ordering, payment, shipping, Disney Lorcana pre-orders, returns, and personal contact with The Great Illuminary.
Choose the right service topic
View detailed information relevant to your question directly.
Frequently Asked Questions
Find answers about ordering, payment, delivery, pre-orders, returns, products, and international orders.
View frequently asked questionsShipping & Pre-orders
Read all about delivery times, shipping costs, Track & Trace, Disney Lorcana releases, allocation, and combined orders.
View shipping informationReturns
View the cooling-off period, return conditions, product condition, return costs, exceptions, and refunds.
View return informationOnline withdrawal form
Easily register your legal right of withdrawal online with your order number, email address, and the products concerned.
Open the withdrawal formContact
Make personal contact via the contact form, email, phone, WhatsApp, Instagram, or Facebook Messenger.
View contact optionsDisney Lorcana Guide
Discover explanations about playing, rules, deck building, products, releases, sets, and common Disney Lorcana terms.
View the Disney Lorcana GuideNeed help with an order?
With the correct data, we can check and answer your question faster.
Always state your order number
For questions about an existing order, include your order number, full name, and the email address used for the order. In case of damage, also attach clear photos of the shipping box, shipping label, inner packaging, and the product.
Quick answers
The most common service questions answered briefly.
When will my order be shipped?
In-stock items are processed as quickly as possible. Orders containing a pre-order will be shipped once all products are available. We do not offer partial shipments.
Will I receive a Track & Trace code?
Once your package has been processed by us and registered by the carrier, you will typically automatically receive a shipping confirmation with Track & Trace information.
Can I combine in-stock products with a pre-order?
Yes. The full order will then be shipped once the pre-order is available. If the order contains multiple release dates, the latest release date will be the guiding principle.
Can I change or cancel my order?
Please contact us as soon as possible. As long as the order has not yet been processed, we will see what is possible. We cannot guarantee a change or cancellation.
How do I register a return?
Preferably use the online withdrawal form . Please also read our full return conditions beforehand.
What should I do if a package is damaged?
Immediately take photos of the outer packaging, shipping label, inner packaging, and the product. Keep all materials and contact us before opening or returning the product.
Prefer personal contact?
Our customer service is happy to help you via the contact form, email, phone, WhatsApp, Instagram, or Facebook Messenger. For questions about an order, the contact form or email is usually the most suitable.
Order with confidence at The Great Illuminary
We combine official Disney Lorcana products with clear information, transparent pre-orders, and personal service for collectors and players.
