Frequently Asked Questions
How can I order missing stickers or cards for a collection which is not available in the online shop?
Unfortunately, if the collection is not present on the site, the missing sticker/card service is not available.
How many missing stickers/cards can I order online?
The number of items you can order differs between collections. The maximum you can order will be shown on the product page.
How can I create my MyPanini ™ personalised sticker or card?
To create personalised stickers or cards, please go to mypanini.com and select the collection you want.
You will be asked to register by entering your email, password and country. Afterwards, you can create your own sticker by following these steps:
- click on CREATE/CREATE STICKERS;
- log in with email and password;
- follow the instructions in order to personalised the sticker/card;
- click on the cart;
- select quantities;
- enter or confirm your address;
- select the payment method and proceed.
Panini will print your stickers or cards after checking that the image and text inserted complies with Panini's policies and the applicable laws such as copyright. For more information, check the Price and FAQ sections at mypanini.com
I placed an order but I haven't received the confirmation email.
If you placed the order as a guest, we recommend that you check your spam or junk mail folder.
If you are registered on our site, you can check the status of your orders at any time by logging in and clicking on the person icon at the top right and then on "My account". You will see one of the following statuses next to the order number:
- Processing: this means that the order has been successful. Once the payment process is complete, meaning Panini has received the payment, you will receive a confirmation email. Also check your email's junk folder.
- CanceledPostFinance: something went wrong in the payment process and the transaction has been cancelled for security reasons. Your order was not successful but the products are still in your cart. You can click on the cart image in the top right of the screen and repeat the checkout.
- Complete: your order is complete and the products you paid for are on their way to you.
I placed an order on the old site and can't find it anymore.
Only orders placed on the new website will be found in your account. However, any orders placed on the old site will be shipped in the next few days.
If you had products in your cart on the old site but you had not completed the purchase, unfortunately you will need to search for the items on the new site to complete your purchase.
I placed an order containing a pre-sale product. When will it be shipped?
Pre-sale products can be ordered in advance and you will receive the product starting from its release date unless another date is specified on the product page. If you also purchase other products (both those that are already available and other products on a different pre-sale), your order will be processed starting from the latest release date amongst the pre-sale products.
Example: If the pre-sale product with the latest release date is 17th December, all the products in your order will be shipped from that day onwards, even if they are available sooner. If you would like to receive products as soon as they are available, please place separate orders.
Why did my order arrive incomplete?
Unfortunately, an item you ordered may have gone out of stock. In this instance, we will refund the difference as quickly as possible.
During the payment you asked for a secure code that I don't have. How can I pay for my online order?
We choose to ask for an additional security code for online payments in order to enhance the safety of the transactions. You should receive this code from your card issuer.
If you don't have it, you can still proceed with the order by using PayPal even if you don't have a PayPal account. You may choose PayPal as a payment method, click on the button Pay by Debit or Credit Card and insert directly your card details.
Can I pay for my order with a prepaid card?
To pay for your order with a prepaid card, select your credit card on the payment page and then choose the circuit and enter the 16-digit card number.
For more information, read the page dedicated to Payment Methods
You asked for data about the collector. Why?
We ask for this information, so that we can continue to improve our collections to suit our loyal collectors. As we ask for this data in the product detail page, it is not connected to the creation of the account, so the collector and the registered user don't need to be the same person.
What browsers are supported by the site?
- Browser Google Chrome
- Browser Mozilla Firefox
- Browser Apple Safari
For more detailed information, click here.
Tax and custom duties on online purchase: who is charged of?
As the destination of your online purchase is a non-EU country, you are liable to pay any inbound duties and Tax/VAT which your local customs authority deems appropriate.
Who is responsible for payment of any duties and taxes and how are they calculated?
The payment of duties and taxes on online Panini orders are the responsibility of the receiver.
Customs authorities take into account several different elements when calculating customs duties and taxes. In general, they base these calculations upon the goods description provided and its associated HS code (Harmonized System, that is a specific nomenclature involved in labeling products). However, other factors – such as origin country, the value and reason for import – may also contribute to the overall value. Kindly contact your customs office for more information.
Why was I asked by the courier to pay additional charges to have my package delivered?
To ensure the courier can deliver your goods in shortest possible time after entering your country or customs union, it anticipates the amount to customs authority on your behalf.
You will not be paying to courier any further shipping costs. Rather, you will be asked instead to pay customs duties, Tax/VAT and other import charges related to customs clearance in your home country, as per local regulations.
Did you find the answer to your problem?
If not, contact us via the following link: Contact us
Please include all relevant information and details (the collection you are interested in, the ID number of your order, the email address you used to sign up, etc.) to help us solve your problem quickly.