Frequently asked questions

We are located at Calle Blasco de Garay 36, Madrid.

Monday to Saturday from 10:30 a.m. to 9:00 p.m. and Sundays from 11:00 a.m. to 9:00 p.m. Opening hours may vary on public holidays and are updated on Google.

Yes. We have a physical store and sell online through our website, Amazon, TikTok Shop and Miravia.

Yes, they are available in the store.

Not currently.

Yes.

Yes.

On some public holidays. Please check our Google calendar.

Yes. We have been operating since 2004 and process more than 7,000 orders per year.

Not usually, as our prices are already kept as competitive as possible. However, we occasionally run promotions and flash discounts, which we normally announce on social media. You can ask us before placing your order.

Yes. We provide support for issues related to orders and deliveries.

No. We do not buy products or cards from individuals.

No. Individual cards are only available through our website or Cardmarket.

No. Some products are exclusive to the online shop, such as LCGs including Marvel Champions and L5R, while others are only available in the physical store.

No. We do not offer trades.

No. We do not work with grading companies or send cards for grading.

We do not provide individual notifications, but we usually announce restocks in our WhatsApp groups or on social media.

Yes. We sell official products supplied by our distributors.

Yes, provided that you keep the area tidy.

Yes.

Yes, subject to availability.

Yes, especially imported products, pre-orders and international releases. These delays are outside the store’s control.

Yes. We sell products in different languages depending on availability and the supplier.

Yes, unless the customer requests otherwise or a verification is required.

Yes. We visually inspect products before shipping whenever possible to ensure that they leave the store in good condition.

In some cases, yes, especially for specific products or limited items.

Please ask us. Some products may be available on request or may not have been added to the website yet.

Yes. Prices are the same in the physical store and online, except for specific promotions or campaigns.

Yes. We occasionally receive limited-edition, promotional or exclusive products.

Subject to availability in the store.

Please contact us if you have any other questions.
Mail: padis@padisl5r.com
WhatsApp: 661 966 626
Landline: 914 46 76 60

Yes. We recommend reserving products for in-store collection if you are looking for something specific.

• Paid orders: held indefinitely.
• Unpaid orders: 15 days.
• Pre-orders: the holding period begins when the product is released.

Within the European Union, the applicable VAT rate for each country is charged. No VAT is charged outside Europe.

Card, cash, PayPal with a 5% surcharge, bank transfer and Aplazame.

Yes.

Only upon prior request for B2B sales.

Create an account using your complete details and a valid email address.

Yes. Select in-store collection.

Normally not. Please check your order carefully before completing it, as we process orders as quickly as possible. In exceptional cases, you can call us and we will try to modify it manually.

If there is a stock issue, we will contact you as soon as possible to offer a solution or a refund.

Pre-orders depend on the number of units ultimately allocated by the distributor and may be affected by manufacturing or distribution issues outside the store’s control.

If distribution issues result in fewer units arriving than requested, products will be allocated according to the following priority criteria:

1. Order payment date, with priority given to orders paid earlier.
2. In-store collection, with priority given to orders collected from the store.
3. Customer loyalty, with priority given to returning customers.
4. Cancellation history, with priority given to customers with fewer previous cancellations.

Unpaid pre-orders that cannot be fulfilled will be cancelled.

We are not responsible for changes, delays or failures caused by external factors related to manufacturing, distribution or suppliers.

Yes. Select in-store collection and the corresponding payment method.

Yes.

They are always the customer’s responsibility.

They are calculated during checkout based on the destination and weight.

CTT is a private courier service specialising in fast deliveries to individuals, normally within 24 to 48 hours. If you are not at home, they contact you to rearrange delivery, and some cities have collection branches. Correos uses the traditional postal service, is usually slower and only makes one delivery attempt. If you are not at home, they leave a notice so that you can collect the parcel from a post office. Shipments are registered and require a signature.

CTT, without a doubt. For mainland Spain, it usually costs €5 or is free depending on the order value. It is fast, and orders placed before 2:00 p.m. normally arrive on the next working day. It also provides online tracking and better issue management. Correos is usually slower and does not offer the same level of management. We do not make money from shipping; we always try to offer the best possible rate and service.

Almost always, except for remote areas, small towns, destinations outside mainland Spain or transport incidents. Delivery times only count working days from the moment the order is marked as “shipped”. Deliveries are not made on Saturdays, Sundays or public holidays.

The Canary Islands are subject to customs costs and taxes managed by the Island Council. The available shipping method is prepaid delivery through Correos. If another method is selected, we may change it automatically.

The product amount will be refunded, but shipping costs will not. If shipping was free, €5 will be deducted from the refund.

Yes. Before completing your order, you can use the comments box to leave instructions or special requests. We will try to accommodate them whenever possible.

As soon as possible, depending on preparation time.

It depends on the preparation status of the orders. Please contact us as soon as possible so that we can try to combine them.

We recommend recording the unboxing process and contacting us as soon as possible so that we can deal with any issues. If the damage is clearly visible upon delivery and the product is delicate, we recommend refusing the parcel due to damage and contacting us immediately. In these cases, we will look for a solution, such as a replacement shipment or the appropriate refund.

Yes. We use padded envelopes, protective boxes and suitable packaging depending on the product type.

The 5% fee is not refunded.

The customer is responsible for both the outbound and return shipping costs.

Returns are not accepted due to damage to the outer box. The outer box is considered protective packaging.

Claims will only be reviewed if you provide a continuous, unedited video of the unboxing process.

No, under no circumstances.

Yes, provided that it has not yet been shipped or it is a pre-order that has not yet been officially released. Orders that have already been shipped cannot be cancelled. In that case, please notify us and refuse the delivery.

We will resolve it at no cost to you, but it is important that you notify us. If a CTT shipment takes more than 3 or 4 days, or a Correos shipment takes more than 9 days, please contact us so that we can investigate. If there was an error with the order, we will resolve it at no cost to you.

Yes. It is free to use, provided that it is used responsibly.

Yes, except for alcoholic drinks.

Yes.

Yes. We organise events every week. You can check them on our online calendar.

No. Release dates depend on the supplier and may change.

Yes, provided that you respect the space.

Only during events or when the area is very busy.

Yes, provided that you respect the rules and other customers.

We are not responsible for personal belongings.

Yes. We organise casual and official tournaments according to the calendar.

Yes. We have heating in winter and fans in summer.

Yes.

No. It is not a childcare service.

No.

Yes. Registration is required for some events.

Yes, provided that you respect the rules and the shared space.

Yes, but we do not reserve areas or tables. If the gaming area is needed for tournaments or events organised by the store, those activities take priority.

Phone: 914 46 76 60
WhatsApp: 661 966 626 (messages only, no calls)

Through our WhatsApp channel and social media accounts.

No. It is for WhatsApp messages only.

Yes.
Instagram: @padisl5r
TikTok: @padis_store