Customer service
FAQ
Help with your order, delivery and collection.
Orders and accounts
Where can I find my orders?+
Log in to My Account and open the order overview. You can also find information about the order in the order confirmation email. Contact us with the order number if you need help.
What does sold out or special-order item mean?+
A product that is sold out is not available for regular purchase right now. Some products can be obtained as special-order items. Contact us, and we will check the price, availability, and expected delivery before you decide.
How does pre-ordering work?+
Pre-ordered products are marked on the product page. Read the information about expected delivery and payment before ordering. If the delivery time changes, we will let you know. A pre-order does not limit your statutory rights.
Can I change or cancel an order?+
Contact us as soon as possible with the order number and what you would like to change. We will check the status and assist you further. An order that has already been shipped may need to be handled as a return.
What payment methods can I use?+
You can view the available payment methods and any terms at checkout before completing your purchase. All prices in the store are stated in Norwegian kroner.
Shipping and delivery
How much is the shipping?+
Available delivery methods and the total shipping cost are shown at checkout before you pay. The price depends on the order and the delivery address.
When will the order be shipped?+
Delivery time depends on stock status and delivery method. See the information on the product page and when ordering. Pre-orders and special-order items may have a different delivery time than in-stock items. Read more under shipping and delivery.
How do I track the package?+
Once your order has been shipped, you will receive a shipping confirmation with tracking information. Contact us with your order number if you cannot find the confirmation or need help with the delivery.
Where should I send a return?+
Contact us before sending a return so you receive the correct return information. The current return address is Yugen Collectibles AS, Bjørnsons Gate 3, 2821 Gjøvik. Please include the order number so we can link the return to your order.
Returns and complaints
Can I cancel the purchase?+
As a private customer, you normally have a 14-day right of withdrawal for online purchases. Give us clear notice within the deadline. The item must be sent back no later than 14 days after you gave notice. See the return terms for the procedure.
Can I return an opened booster pack or blind box?+
A broken seal does not automatically mean that the right of withdrawal is forfeited. If the handling exceeds what is necessary to inspect the item and reduces its value, the documented reduction in value may be deducted from the refund. We assess each return on an individual basis. Please handle both the item and the original packaging with care.
Who pays for the return shipping?+
When exercising your right of withdrawal, you normally pay the return shipping costs, as stated in the return terms. In the case of a justified complaint, we cover the necessary return costs. Contact us for the correct return information before sending the item.
What should I do if the item is damaged or incorrect?+
Contact support@yugen.no with your order number and a description of the problem. Please include photos of the item and the packaging. Contact us before returning the item, and we will assist you with the next steps.
Trading cards and collectibles
Can I choose the figure in a blind box?+
A blind box contains random contents unless the product description states otherwise. We therefore cannot guarantee a specific figure, variant, or rarity. Multiple purchased boxes may contain duplicates.
Does a display guarantee a complete collection?+
Only if this is explicitly stated in the product description. A display box or multiple booster packs do not in themselves guarantee specific cards, figures, or a complete collection.
What language are Pokémon and other TCG products in?+
Language and edition vary between products. See the product name, description, and any available options. A Japanese product is not the same edition as an English release, even if the illustrations are similar.
Are the products officially licensed?+
Yugen builds its range with officially licensed products from suppliers in several countries. Contact us if you would like more information about a specific product, edition, or manufacturer.
Can I request products from the range?+
Yes. Send us the product name, series, and preferably a link via the contact page. We are happy to receive requests and check what our suppliers can offer.