Customer Support

Need help with an order, a card or a return? Start here.

Email us

support@twvault.ae is the fastest way to reach us. Include your order number and, where relevant, photos. We reply within one business day.

Support hours are Sunday to Thursday, 9:00 to 18:00 Gulf Standard Time. Anything sent outside those hours is answered on the next business day.

Find an answer now

FAQ - delivery times, returns, preorders, grading and authenticity
Condition Standards - what NM, LP, MP, HP and DM actually mean
Shipping Policy - rates, packing, tracking and delivery problems
Return and Refund Policy - what can be returned and how

Common requests

Where is my order?

Check the tracking link in your dispatch email first. If tracking has not moved in more than 3 business days, email us and we will chase the courier.

My order arrived damaged

Photograph the packaging before opening it if you can, then email us within 48 hours of delivery. We cover return shipping and will replace or refund the item.

I want to return something

Email us before sending anything back. We will confirm whether the item qualifies and give you the return address. Unannounced returns cannot be tracked against your order.

I think a card was graded generously

Send us photos. We grade conservatively and we would rather know. If we got it wrong we will make it right.

I need to change my delivery address

Before you email

Having these to hand helps us solve it in one reply:

Your order number
The name of the card or product
Photos, for damage or condition queries