Frequently Asked Questions
How do I use Order Notes, and what are they for?
The order notes can be entered during the checkout process, and are used if you have any additional instructions or comments related to your order. We'll do our best to accommodate your requests.
On items that include a random variant, (such as dice colour) feel free to use the notes to specify what you'd like.
You can also provide feedback, to brighten the lives of the wonderful trolls.
What are your postage options?
Shipping is simple!
£2.00 Tracked UK
Orders over £150 will be sent with a courier for insurance purposes.
£6.00 Tracked EU and ROW
**Please note that we are unable to ship sealed products containing MTG cards outside of Europe**.
Can you ship my orders together?
We may, for convenience and shipping safety, automatically (unless requested otherwise) dispatch and package multiple orders together, provided they contain the same shipping address.
If you would like your order sent together, (or separately) make your request using the Order Notes, or email us directly.
Any excess postage paid will be refunded as store credit on your website account.
What is 'Pick up at '*insert event name*"'?
“I live in Iceland. How does pick up at *insert event name* work in Iceland?”
This option is exclusively for the named event and date listed that we are travelling to. (Such as our stands at GP's when in attendence.)
If the wrong postage option is accidentally selected, we will notify you via email, and will ship your order once the correct amount is handled.
I've had my Buylist approved, what is the correct shipping address?
Our shipping address is:
Troll Trader Ltd (Troll Trader Cards)
Unit 1, Moorland Road Business Park
Cornwall, United Kingdom
What is meant by 'Card Condition'?
Here is a guide to the system we use for grading:
Cards from newer sets in Near Mint condition will generally have been opened straight from the booster. Other cards in this condition may show signs of very slight wear from shuffling and may also have, but not restricted to, small nicks, scratches, border wear and wear that is not immediately noticeable when the card is sleeved.
Older cards in this condition may show little or no signs of aging, dirt or possible clouding on foils.
Minor Printing Defects. Lines, minor packaging-related border damage, or other small defects will not affect the grade of the card.
Cards graded as Light Play will show sign of general play, may have tournament stamps, signatures (Artist or Magic: The Gathering related signatures) or moderate manufacture/printing defects.
Cards in this category will NOT have signs of inking, water damage, rips, tears or writing (other than signatures).
Cards in this category are normally legal for tournament use once sleeved.
Cards graded as Moderate Play may show any amount of wear, and any type of wear, but will usually still be legal for tournament play once sleeved.
Cards graded as Heavy Play show significant wear and may not be legal for tournament use, even when sleeved.
We do not buys cards graded as Damaged, or we consider Damaged, through our website. Cards submitted through our Buylist facility and/or received in this condition may or may not be rejected at the discretion of our buying team.
I can't complete order payment!
In the event that your order payment has malfunctioned, we can still take your payment over the phone, or via PayPal transfer. In the event that checkout is unsuccessful, we will still maintain a copy of your order, and details. (with the cards out of stock, and allocated to it) The order status will be marked as Awaiting Payment.
Please double-check your PayPal account to ensure that the payment has not left your account, if it has please do let us know the Transaction ID and we’ll take another look for you.
If the payment has not left your account, it can be sent manually to email@example.com (please include your MTG Order # in the comment). Alternatively we can send a PayPal request (please email us to request this) or you can give us a call on 01726 869044 (between 9am and 5pm) to make a credit/debit card payment over the phone with us.
I've made a mistake on my order! Can I add or remove card(s) please?
We understand that mistakes can happen, if you have realised you have missed off a card or have ordered an extra card please let us know as early as possible. We will try our best to amend your order so you receive exactly what you need. Please note for order additions there is a 20p charge. We reserve the right to waive this fee at our discretion.
I have a Pre-Order but no longer need the card(s)/items, can I cancel?
Please email us at the earliest opportunity and we will cancel and refund the order as Store Credit if it is possible to do so. Pre-Orders may only be cancelled up to 8am on the day before the item is due for release (this is due to processing times within the warehouse).
Please note that we do not offer Pre-Order price guarantees, but do try and keep our prices as competitive as we can during the Pre-Order windows.
I've changed my mind and wish to cancel an order, how do I do so?
We understand that this can happen, if you have realised you wish to cancel your order please email our support address at the earliest opportunity. A member of the team will look and see how feasible it is, if the order is already processing it may take longer to retrieve, and will work out a refund with you. Payments made with Store Credit will only be refunded as Store Credit. PayPal payments can either be refunded in full via Store Credit or via PayPal with a 3% cancellation fee (unfortunately this fee is necessary due to PayPal no longer refunding transaction fees to customers - at our sole discretion we may choose to refund the fee as well).
Do you buy cards?
Our website features a comprehensive 'Buylist' which is constantly updated. If you can't find your cards on there, or you have an extremely large collection you are looking to sell, we may still be interested. In this case, send us an email detailing your cards and they're condition, (including some pictures) and we'll get back to you as soon as possible.
We offer two modes of payment for trade ins:
PayPal transfer: Direct to your PayPal or credit card
Store credit: An amount added directly to your website account, which can be used as payment for orders. As an incentive, the amount we pay in store credit is slightly higher than the PayPal option.
If you are unable to provide the printout of the confirmation email you may include a note with your name, email address, order # and payment method. Not including a note, or having cards not in the order requested, may lead to refusal of your Buy Order and a return at your expense.
Updated Maximum Order Quantities, I want to order more than 4 copies but I'm unable to?
We limit our available stock numbers so that no one player purchases all available copies of a card beyond 4 units, with the exception of cards that have the rules text ''any number of cards named', basic lands and tokens where the quantity availble shows more than 4. We have a good base of regular customers and want to ensure card availability to them is as optimal as possible. We reserve the right to cancel additional orders that any one player makes for more than 4 copies of a single card.
There will be a 3% transaction charge deducted for orders trying to surpass the maximum quantities limit.
I've got my order, but one of the cards is a foreign language. Have you made a mistake?
We do, occasionally, have Non-English cards available on our website. The language of the card is always listed next the card grading, if you find that you have mistakenly purchased a Non-English card and have changed your mind please email our firstname.lastname@example.org
The card I want isn't on your website! Please help me!
Don't panic. We are constantly updating our prices and inventory every day. If you can't find the product you desire, don't hesitate to contact us, and we'll see what we can do.
As of January 1st 2021 the United Kingdom of Great Britain is no longer part of the European Union.
This means that customers in European countries ordering with Troll Trader Cards (part of Troll Trader Ltd) may be subjected to customs and/or import charges for their order.
Troll Trader Cards accepts no liability for customs/import charges and these are payable by the customer.
Refusal to pay charges will result in the package being returned to us. Any charges, or shipping costs, incurred by Troll Trader Cards due to unpaid import charges/taxes will be deducted from any refund provided at a later date for the order.