Customer service & returns
Returning items to The Great Illuminary
Would you like to return your order in whole or in part? Here you can read how the right of withdrawal works, within what period you need to register your return, and how to safely return Disney Lorcana products to us.
How does the statutory cooling-off period work?
For most online purchases, you can withdraw from the agreement within 14 days without stating a reason.
When you order a product as a consumer via The Great Illuminary, in most cases you have a statutory cooling-off period of 14 days. Within this period, you can indicate that you wish to cancel the purchase in whole or in part.
For the delivery of a single product, the cooling-off period generally begins on the day after you, or a third party designated by you who is not the carrier, has received the product.
If one order consists of multiple products that are delivered separately? Then the cooling-off period can begin on the day after the last product from that order has been received.
How long do you have to return the product?
After you have notified us within the cooling-off period that you are exercising your right of withdrawal, you generally have another 14 days to return the products concerned.
We advise you not to postpone the return until the last moment. This way, there will be enough time to carefully package the parcel and return it to us using a traceable shipping method.
How do you register a return?
The fastest way is via our online withdrawal form.
Use the online withdrawal form to clearly inform us that you wish to withdraw from the order in whole or in part. Please have your order number and the email address used to place the order at hand.
Using the form is not the only way to communicate your withdrawal. You may also notify us of your decision by another unambiguous statement, for example by email. In that case, please ensure it is clear which order and products are concerned.
Your return in three clear steps
From registration to processing: this is how a regular return proceeds.
Register your return
Within the cooling-off period, indicate which order or products you wish to return. Preferably use the online withdrawal form for this purpose.
Package everything carefully
Protect both the product and the original product packaging with a sturdy outer box and suitable cushioning material.
Ship and keep proof
Preferably choose a shipping method with Track & Trace and keep the shipping receipt until your return is fully processed.
How do you safely return your items?
Careful packaging helps prevent damage during transport and protects the value of Disney Lorcana products.
Package each product securely and always use an appropriate shipping box. The original product packaging should not be used as the outer shipping packaging.
Therefore, do not stick shipping labels, tape, or other stickers directly onto a Booster Box, Illumineer's Trove, Starter Deck, portfolio, playmat packaging, or any other original Disney Lorcana product.
Protect the original product packaging
For collectible products, the condition of the packaging can be an important part of the product's value. Therefore, use a sturdy outer box and sufficient packing material so that the product cannot shift during transport.
- preferably use the original shipping box if it is still sturdy and undamaged;
- fill empty spaces with suitable protective material;
- protect corners and edges from pressure and impact;
- prevent moisture from reaching the product or packaging;
- close the outer box carefully, without taping the product itself.
Choose a traceable shipping method
You are responsible for the return shipment until it is received by us. We therefore strongly advise you to ship with Track & Trace and to keep the shipping receipt until your return is fully completed.
If a package is lost during return transport, a shipping receipt may be necessary to prove that the shipment was sent.
Who pays the return costs?
For a regular withdrawal, the direct costs for returning the item are generally borne by the customer.
If you return a product because you have changed your mind, you will pay the shipping costs for the return yourself. You can choose a carrier and suitable shipping method for this.
Preferably, do not choose solely based on the lowest price, but also on reliability, insurance, and traceability. Especially for products with a higher value, an insured shipping method is advisable.
Shipping costs of the original order
If you legally cancel the entire order, we will also refund the costs of our standard delivery.
If you chose a more expensive shipping method than our standard delivery for your order, the additional costs of that more expensive shipping method do not have to be refunded.
If you return only part of your order, the original shipping costs will generally not be refunded. Those costs would also have been incurred for the items you keep.
In what condition should a return be?
You may evaluate a product as would be reasonably possible in a physical store.
During the cooling-off period, you may examine and evaluate the product as necessary to determine its nature, characteristics, and functioning.
Handle the product, all parts, any accessories, and the original packaging with care. Where possible, return everything complete and in its original condition.
Diminution in value due to excessive use
If a product has been used or treated beyond what was necessary to evaluate it, there may be a diminution in value. To the extent legally permissible and demonstrable, this diminution in value can be offset against the amount to be refunded.
This could be the case, for example, when:
- the original product packaging is written on, torn, dented, or taped;
- a seal has been broken, and the product can therefore no longer be sold as new and sealed;
- parts, accessories, cards, or manuals are missing;
- the product shows visible signs of use;
- damage has occurred due to inadequate return packaging.
