Shipping policy
Shipping Policy
Last updated: 26 July 2026
This Shipping Policy applies to purchases made directly through collexylux.dk. Purchases made through Cardmarket are subject to Cardmarket’s shipping options, platform terms and the shipping method selected on Cardmarket.
1. Processing and dispatch
We aim to inspect, pack and dispatch your order within 1–2 days after receiving it.
We also process and dispatch orders during weekends.
Dispatch time is the time CollexyLux uses to prepare the order and hand it over to the selected carrier or make it ready for collection or Premium Delivery.
If an order requires additional manual inspection, or if a specific inventory or system discrepancy occurs, dispatch may exceptionally take longer. We will contact you if we expect a material delay.
2. Packaging
Pokémon cards are packed with the purpose of protecting the stated condition during transit.
Depending on the order, packaging may include:
- a protective sleeve or bag,
- rigid stabilisation using cardboard, a card holder or another suitable solution,
- protection against free movement inside the parcel, and
- suitable outer packaging, such as a bubble envelope or box.
Vintage cards, Holo cards, condition-sensitive cards and higher-value cards may receive additional protection following an individual assessment.
3. Standard delivery in Denmark
The delivery options available for your address and order are displayed at checkout before you complete the purchase.
We use current tracked delivery services, including DAO, GLS and PostNord, when they are displayed as active options at checkout.
Depending on the carrier, address and order size, delivery to a parcel shop, parcel locker or home address may be offered.
The specific delivery method and price displayed and selected at checkout apply to the order.
4. Tracking and carrier delivery
All orders shipped from the CollexyLux Shopify store are sent with tracking. Untracked ordinary letter mail is not offered through the webshop.
You will receive tracking information when the order has been dispatched and registered for delivery.
After handover, transit time, scans, delivery windows and the practical delivery process are subject to the selected carrier’s current terms, operating conditions and delivery estimates.
A carrier estimate is not a guarantee from CollexyLux unless we have expressly accepted a specific delivery deadline. The carrier’s terms do not limit your mandatory rights against CollexyLux in the event of delay, loss or transit damage.
5. Free standard shipping
Denmark
We offer qualifying free standard parcel-shop delivery on Danish webshop orders above DKK 575 after discounts, when the option is displayed at checkout.
Other EU countries
We offer qualifying free standard delivery on webshop orders to active EU markets above EUR 200 after discounts, or the corresponding local threshold, when the option is displayed at checkout.
Free EU shipping applies only to the standard delivery method shown as free at checkout. A more expensive delivery method, home delivery or another optional service may be subject to an additional charge.
Free EU shipping does not apply to Norway, Iceland, Switzerland, the United Kingdom, the Faroe Islands or Greenland, as these destinations are outside the EU customs and/or VAT territory.
The shipping price and delivery option displayed at checkout apply to the specific order.
6. Collection in Vanløse
Collection in Vanløse is offered when the option is active and displayed at checkout.
The collection address is:
CollexyLux
Nedertoften 29, ground floor, right
2720 Vanløse
Denmark
This is not a physical retail shop with fixed opening hours or unrestricted walk-in access.
You must always wait for the message “ready for collection” before arriving. The specific collection time is then agreed or confirmed.
At collection, we may request the order number and documentation showing that you or the person appointed by you is entitled to collect the order.
7. Premium Delivery in Copenhagen and surrounding areas
Premium Delivery is performed directly by CollexyLux from our location in Vanløse when the service is available for the delivery address and displayed at checkout.
The current delivery zones and prices are:
- up to 15 km from Vanløse: DKK 200,
- more than 15 km and up to 50 km: DKK 400,
- more than 50 km and up to 100 km: DKK 800.
There is no general minimum order value for Premium Delivery unless checkout states otherwise for the specific order.
We aim to complete Premium Delivery within 1 day unless otherwise agreed or stated for the specific order.
The delivery day and any delivery window are agreed or confirmed separately.
We strongly recommend that the customer or an authorised person is present and able to receive the order at the agreed time.
Delivery without personal receipt
An order with a total product value below DKK 1,000 after discounts and excluding delivery charges may only be left without personal receipt if the customer has provided a clear written instruction in advance stating:
- that the order may be left without personal receipt, and
- the exact and reasonably safe location where it should be placed.
The instruction may, for example, be provided by replying to an order or delivery email or through other written communication with CollexyLux. General acceptance of this Shipping Policy is not in itself an instruction to leave the order.
CollexyLux may refuse to leave the order if the location is not considered safe, accessible or sufficiently protected from weather, unauthorised persons or other risks. We will then contact the customer to arrange another delivery time.
When an order is left without personal receipt, CollexyLux takes a delivery photograph of the parcel at the agreed location. As far as possible, the photograph is limited to the parcel and the location and is used to document that the customer’s instruction was followed. The photograph is supplementary evidence and does not by itself determine any dispute.
The processing and retention of delivery photographs are described in our Privacy Policy.
Personal handover for higher-value orders
Orders with a total product value of DKK 1,000 or more after discounts and excluding delivery charges must always be handed over personally to the customer or a person authorised by the customer. A written instruction to leave the order does not change this requirement.
CollexyLux may also require personal handover for orders below DKK 1,000 if the order contains particularly rare, unique, graded or otherwise high-risk products.
With personal receipt, the order is considered delivered when handed over to the customer or an authorised person. Where an order is left without personal receipt, delivery and transfer of risk are assessed according to the specific instruction, the evidence and mandatory law, as described in section 15.
8. Delivery to other EU countries
We deliver to the EU countries that are active and selectable at checkout.
Available carriers, delivery methods, prices and delivery estimates depend on the destination country and are displayed at checkout.
International webshop orders are sent with tracking.
For delivery to a destination within the EU customs and VAT territory, import customs duties are generally not charged at the border. The price, VAT and shipping charged by CollexyLux are displayed before payment.
Certain territories connected with an EU country are outside the EU customs or VAT territory. Such destinations are handled under sections 9–11 when active at checkout.
Mandatory consumer rights under Danish law, EU rules and, where applicable, the law of the customer’s country of residence are not limited by this Shipping Policy.
9. Active destinations outside the EU customs and VAT territory
We offer delivery to the following destinations when they are active and selectable at checkout:
- Norway,
- the Faroe Islands,
- Greenland,
- Iceland,
- Switzerland, and
- the United Kingdom.
Norway and Iceland are members of the EEA but are outside the EU customs and VAT territory. Switzerland and the United Kingdom are outside the EU. The Faroe Islands and Greenland are parts of the Kingdom of Denmark but are not part of the EU customs or VAT territory.
Delivery options, shipping prices and estimated delivery dates vary according to destination, weight and order contents and are displayed at checkout.
Shipments are sent with tracking and the necessary customs information. Customs processing may extend the actual delivery time beyond the carrier’s normal estimate.
10. Customs duties, import VAT and clearance fees
As a general rule, CollexyLux does not collect the destination country’s import VAT, customs duties, taxes or the carrier’s customs-clearance and administration fees at checkout for the destinations listed in section 9.
Shipments to these destinations are therefore not sent as Delivered Duty Paid (DDP) unless this is expressly stated at checkout or in the order confirmation for the specific order.
The recipient is responsible for paying any amounts assessed by the destination country’s customs or tax authority and, where applicable, the carrier. These amounts may include:
- import VAT or local sales tax,
- customs duty or other import charges, and
- the carrier’s customs-clearance, disbursement or administration fee.
These amounts are not part of the shipping price paid to CollexyLux unless checkout expressly states otherwise.
The amount depends on factors including the destination, product classification, declared value, shipping costs and local rules. CollexyLux does not control these rates and cannot guarantee the final amount in advance.
Customers should therefore check the current import rules with the destination country’s customs or tax authority before placing an order.
For delivery to the United Kingdom, customs and VAT treatment may differ between Great Britain and Northern Ireland. The specific treatment depends on the delivery address and the rules applied by the relevant authorities.
11. Customs processing, non-payment and international returns
The customer must provide accurate and complete delivery and contact details and assist with any information lawfully required by the carrier or customs authority to release the shipment.
CollexyLux completes customs documentation using the actual product description and value. We cannot declare a commercial order as a gift or state an artificially low value.
If the customer does not pay the required import charges, does not provide necessary information or refuses the shipment, the parcel may be delayed, held, returned or otherwise handled under the destination country’s rules.
Failure to pay import charges or refusal at customs is not in itself a clear notice that the customer is exercising the right of withdrawal. The customer must contact CollexyLux and follow the applicable return process.
If a shipment is returned to CollexyLux because of non-payment, missing information, refusal or an incorrect address, we will contact the customer regarding a refund or reshipment. Documented and reasonable direct costs may be deducted or charged where permitted by mandatory law.
Any refund of import VAT, customs duty or carrier fees paid directly to a foreign authority or carrier must normally be requested from that authority or carrier. CollexyLux will provide relevant documentation where reasonably possible.
Customs clearance and local import procedures may affect a delivery estimate but do not limit the customer’s mandatory rights in the event of a material delay or non-delivery.
12. Statutory delivery deadline and delay
If a specific delivery deadline has been agreed for the order, we will deliver within that deadline.
If no specific delivery deadline has been agreed, the goods must be delivered without undue delay and no later than 30 days after the sales contract was concluded.
CollexyLux’s normal dispatch target of 1–2 days concerns our own processing and must not be confused with the carrier’s subsequent transit time or customs processing.
If an agreed or statutory delivery deadline is exceeded, please contact us so that we can investigate the shipment and assist with the next steps.
You may normally give us a reasonable additional period to deliver. If delivery is still not completed within that period, you may have the right to terminate the purchase and receive a refund of the relevant amounts.
An additional period may not be required if we have refused to deliver, or if delivery at a specific time was essential to the purchase and this was clearly agreed.
13. The parcel is delayed or has not been received
You do not need to wait a fixed number of days before contacting us.
Please contact us if:
- the carrier’s expected delivery time has been exceeded,
- tracking has shown no update for an unusually long period,
- the parcel is marked as delivered but has not been received,
- the parcel appears to be lost or returned, or
- customs processing has stopped without a clear explanation.
You can contact us at contact@collexylux.dk or through our contact form.
CollexyLux will investigate the matter with the carrier. The customer does not bear the loss merely because the carrier lost or damaged the parcel before the risk passed to the customer.
Depending on the outcome and applicable rules, the solution may include replacement, where an equivalent product is available, or a refund.
Many Pokémon singles are unique, and an identical replacement card may therefore not always be available.
14. Transit damage
If the parcel or product is damaged on receipt, please contact us as soon as possible.
Where possible, retain:
- the product,
- the outer packaging,
- the internal packaging, and
- the shipping label.
Please send clear photographs of the damage, packaging and shipping label where possible. This helps us document the matter with the carrier.
A request for photographs or packaging must not unreasonably limit or delay a valid claim.
15. Transfer of risk
In consumer purchases, CollexyLux generally bears the risk of loss or damage during transport until you, or a third party appointed by you other than the carrier, have taken physical possession of the goods.
Risk therefore does not pass to you merely because the parcel has been handed to the carrier or has arrived at a parcel shop or parcel locker.
For delivery to a parcel shop or parcel locker, risk generally passes when you or a person authorised by you collects the parcel.
If you have expressly appointed another person, such as a specific neighbour, to receive the order, delivery to that person may constitute delivery to you.
For Premium Delivery with personal receipt, risk passes when the order is handed to you or a person authorised by you.
If you have specifically requested in writing that the order be left without personal receipt, the time of delivery and transfer of risk are assessed according to the content of the instruction, the actual delivery, the evidence and mandatory law. A leave-safe instruction or delivery photograph does not remove the customer’s mandatory rights.
Risk does not pass on the basis of such an instruction if the instruction was not followed, the order was placed somewhere other than agreed, the product was damaged before correct delivery, or mandatory law provides otherwise.
Orders worth DKK 1,000 or more and other orders for which CollexyLux requires personal handover under section 7 are not considered delivered merely because they were left unattended.
If you independently arrange a carrier that was not offered by CollexyLux, risk may pass under applicable law when the goods are handed to that independently selected carrier.
16. Incorrect or incomplete address
You are responsible for entering a correct and complete delivery address when placing the order.
If you discover an error, please contact us as soon as possible. We cannot guarantee that the address can be changed after the order has been packed or handed to the carrier.
If a parcel is returned because of an incorrect or incomplete address, we will contact you regarding the next steps.
You may be required to pay the documented cost of reshipping if the address was entered incorrectly by you. This does not apply where the error was caused by CollexyLux.
17. Uncollected parcels
Merely failing to collect or receive a parcel is not sufficient if you wish to withdraw from the purchase.
You must provide us with a clear notice that you wish to exercise your right of withdrawal.
If an uncollected parcel is returned to us, we will contact you. Documented and reasonable additional costs resulting from the failure to collect may be charged where permitted by applicable law.
18. Cancellation before dispatch
You may request cancellation of an order that has not been dispatched through your customer account, our contact form or by email.
If the order has not yet been dispatched or made ready for collection or Premium Delivery, we will process the request as soon as possible and release or refund the full affected amount, including the selected delivery charge.
If the order has already been dispatched, you must instead use the applicable withdrawal and return process.
For an ordinary withdrawal after dispatch, reimbursement of delivery costs is governed by our Return and Refund Policy.
19. Contact
If you have questions about dispatch, tracking, collection, customs or delivery, please contact:
Laursen Digital Ventures ApS
Registered secondary name: CollexyLux ApS
Danish company registration number (CVR): 41672935
Email: contact@collexylux.dk
Telephone: +45 60 55 66 40
Please also see our Terms of Service and Return and Refund Policy.
