Legal
Terms & Conditions
Last updated: 1 October 2026
These terms explain how buying from Level Merchant works: who we are, how an order becomes a contract, what we promise about the games we sell and what you can expect from us if something goes wrong. We have tried to write them in plain English, the way we would explain things across the counter. Please read them before you place an order, because by ordering you agree to them.
01Who we are
Level Merchant is the trading name of THE TCG SHOP LTD, a private limited company registered in England and Wales under company number 15583242. Our VAT registration number is GB 470192305, and our registered office is at 47 Hollywood Lane, Hollywood, Birmingham, England, B47 5PT.
We are a small family business selling new board games, card games, pre-loved classics and accessories through levelmerchant.uk. When these terms say "we", "us" or "our", they mean THE TCG SHOP LTD; "you" means the person placing the order.
- Email: [email protected]
- Telephone: +44 121 496 0735
- Postal address: 47 Hollywood Lane, Hollywood, Birmingham, England, B47 5PT
02Placing an order
When you complete checkout you are making us an offer to buy the items in your basket. We will email you to say we have received the order, and shortly afterwards we send a secure payment link. Your contract with us is formed once payment has been completed and we confirm the order is being prepared for dispatch.
We reserve ordered items for 48 hours while we wait for payment. If the payment link is not used within that time, the reservation lapses and the games go back on the shelf. We may occasionally decline an order, for example if an item has sold out in the shop at the same moment or a price has been shown incorrectly; if that happens we will tell you straight away and refund anything you have paid.
03Prices and payment
All prices on our website are shown in pounds sterling and include VAT where it applies. Delivery charges are shown separately at checkout before you commit to anything. We accept Visa, Mastercard, PayPal, Apple Pay and Google Pay, and card payments are handled by our payment providers rather than by us.
We check our prices carefully, but with hundreds of games and the occasional late-night update, mistakes can happen. If we spot an obvious pricing error after you have ordered, we will contact you and give you the choice of paying the correct price or cancelling with a full refund.
04Pre-loved games and descriptions
Many of our games have been played and loved before they reach us. Every pre-loved game is checked by hand and described honestly by its condition, including any box wear, missing inserts or replaced components. Photographs and descriptions are there to help you decide, so please read them carefully.
Colours on screen can differ slightly from the real thing, and new editions of a game sometimes arrive with small changes from the publisher. These differences do not affect your statutory rights, and if something is not as described you are entitled to put it right with us.
05Delivery
We deliver to addresses within the United Kingdom only, covering Great Britain and Northern Ireland. Orders are packed and dispatched from Birmingham. The delivery options, prices and estimated times are set out on our Delivery Information page and at checkout.
Responsibility for the parcel passes to you once it has been delivered to the address you gave us, or to someone you have nominated. Delivery estimates are given in good faith; if a parcel is badly delayed we will chase it with the courier and keep you updated.
06Cancellations, returns and your legal rights
Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it without giving a reason. We go further and accept returns of unwanted items for 30 days from delivery. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality, and you are entitled to a repair, replacement or refund if they are not.
Full details of how to send something back and when you will be refunded are on our Returns & Refunds page. Nothing in these terms takes away the rights you have as a consumer under UK law.
07Our responsibility to you
If we fail to keep to these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failure, but not for losses that nobody could reasonably have predicted. We sell to households for private use; we are not responsible for business losses such as lost profit or lost opportunity.
We do not limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your statutory rights. Some games contain small parts, so please keep an eye on the age guidance printed on the box when little ones are around.
08Complaints and governing law
If something has gone wrong, please tell us first at [email protected] or on +44 121 496 0735. We are a small team and we read every message ourselves, so most problems are sorted within a day or two.
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts. We may update these terms from time to time, but the version that applies to your order is the one shown on our website when you placed it.