Are all of your trading cards UK English?
Yes, unless stated on the product pages.
When can I expect delivery of my order?
Please note that the information below is based on normal delivery conditions and is meant as a guideline only. External factors may still delay your order beyond our control - even we can't control the weather gods!
UK Orders placed with our standard FREE delivery are sent via Royal Mail Tracked 48 service. This service usually takes 2-3 days from despatch. Please check with Royal Mail for any potential delays in their system.
- Options to upgrade to Royal Mail Tracked 24 service, or courier are also available at an additional cost if you need your collectables fix sooner.
- If your order is over £150 we'll send it via royal mail special delivery which will usually arrive the next working day
- International shipping is not currently offered.
- Shipping estimates are provided at checkout and full shipping details can be found in our shipping policy
Orders are only despatched from our warehouse Monday-Friday*. Order cut-off time for same day despatch is 1.00pm.
(* Excluding UK public holidays)
If your order hasn't arrived by the expected delivery date, don't panic just yet! We'd recommend first checking the status of your delivery using the tracking reference in your dispatch confirmation email. It's also worth checking with your local sorting office to see if delivery was attempted, or asking your neighbours if they've become temporary guardians of your collectable goodies.
On the odd occasion small delays can occur in the postal service so we would advise waiting a few more days after the expected delivery date.
My order hasn't arrived. What should I do?
Sometimes packages take a little longer than expected, and very very occasionally they get lost in the postal system. Here's how to track down what's happening with your order!
1. CHECK THE STATUS OF YOUR ORDER
Orders for items that are in stock are usually dispatched within 24 hours. You can check your order status by checking your account to see when or if your item has been sent out.
Your item may not have been dispatched yet for these reasons:
- It's a Pre-Order - If you've ordered something before its release date, we'll send it as soon as it becomes available.
- Item on order - Some items are marked as 'usually dispatched within 2-3 days' or 'usually dispatched within 5-7 days'. These are estimated delivery times from our supplier to us. Once we receive the items, we'll update your order status and get them sent out.
- Payment issues - If there's a problem processing your payment, we'll email you about it.
- Item temporarily out of stock - If an item goes out of stock, we'll restock it and send yours out as a priority when new stock arrives.
WAITING FOR YOUR ORDER TO ARRIVE
ROYAL MAIL - Most orders are sent with Royal Mail - you will be sent your tracking number on despatch. If it hasn't arrived yet:
- Check the tracking - Use the link in your dispatch confirmation email.
- Less than 5 working days since it should have arrived? - Hang in there! It's probably on its way but may have been delayed by an incomplete address, missing postcode, or other circumstances.
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5 to 9 days since it should have been delivered? - Royal Mail officially classes this as delayed. They recommend:
- Checking with neighbours to see if a parcel was left with them
- Looking in any "safe places" where mail might be left if it can't fit through your letterbox
- Contacting your local sorting office to see if the item has been returned as undelivered
- 10 days have passed since posting? - Royal Mail now classes your item as lost, and we'll either send you a replacement or give you a refund
CONTACT US
Once you've checked the previous steps and your order is officially lost, please contact us with your order number and confirm that you haven't received the item. We'll either send a replacement or process your refund, and we'll follow up with Royal Mail using your message as evidence
How can I check the status of my order?
You can check the status of your order by pasting your tracking number that you received in your confirmation email into the Royal mail website
https://www.royalmail.com/track-your-item
Can I upgrade shipping on my order?
Yes you can do this when you checkout. Just highlight one of the faster options that we offer on the checkout page and we will adjust your invoice and send the item according to your instructions
How can I cancel my order?
If you have an account with us and you were logged in when you placed your order, you might be able to cancel your items from your account page - but you'll need to be quick - once your order hits our warehouse, it's like trying to catch a Pokémon that's already fled.
Upon a successful cancellation, it may take 3-5 working days for your bank to return your money (they're not quite as speedy as us!). If you placed the order as a guest contact us immediately and we'll do our best to catch your order before it heads out!
If your order has already started processing in our warehouse, the cancellation window has unfortunately closed.
How can I check the status of my order
To check the status of your order, please login to your account to view the details and track your order. On despatch we will also send you an email that will include a tracking number and clickable link so you can see where your parcel is at all times.
Can I change the shipping address on my order?
Unfortunatly we can only ship to the address that is registered with your payment provider
Can I place an order over the telephone?
We're always up for a good pokemon chat, but when it comes to orders, we're a website-only kind of crew! All orders must be placed online - think of it as your one-stop card shop!
If you have any questions, concerns, or feedback, please contact us We aim to respond within 24 hours (usually much quicker). Please note that messages sent after 5pm Friday will be answered the following Monday.
I no longer want my order, can I return it?
Changed your mind? No problem! You can return your products within 14 days of purchase for any reason. The item has to be returned to us unopened and in the condition it left the warehouse. Unfortunatly we dont accept any returns on items that have been opened.
Please be sure to fully read our Returns policy before returning your order, and please contact us so that we can give you all the correct information and add the item to our returns tracker.
My item arrived damaged. What should I do?
If your parcel arrives at the door in a damaged box please take a picture of the box and send it to us BEFORE opening the parcel. Often the item inside the box will be fine as we do like to pack our items securely
If your order isnt in perfect condition. Please contact us as soon as possible explaining the damage one of our customer service team will be in touch. We may ask for a photographs of the damage to speed up the refund/replacement process for you.
Please note, you must inform us within 30 days of the date you received the damaged item. If you fail to take reasonable care of the goods before they are returned to us, and this results in further damage or deterioration, we will charge you for the reduction in value.
My order arrived but it's incomplete or incorrect. What should I do?
We're sorry to hear there's been a mistake with your order. Please contact us as soon as possible with your order number and details of what you have received and one of our customer service team will be in touch. Rest assured, we will get the correct item(s) to you as quickly as possible.
Please note, you must inform us within 30 days of the date you received the incorrect item. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
Returns and Refunds policy
We want you to have the best possible experience shopping with us, and our returns process is designed to be simple, clear, and stress-free. Here's everything you need to know:
General Guidelines for Returns
- Please be sure to fully read our Returns Policy before returning your order, and please contact us so that we can give you all the correct information and add the item to our returns tracker. Failure to do this may result in no refund being issued.
- Please ensure all items are securely packaged to prevent any damage during transit.
- Use a tracked shipping service and keep the tracking number handy for your records.
Returning Unwanted Products
Changed your mind? No problem! You can return your products within 14 days of purchase for any reason. Here's how it works:
- Return shipping costs for unwanted items are the responsibility of the customer.
- Items must meet the following conditions:
- Single cards: Must be returned in the same condition as received.
- Sealed products and accessories: Must be unopened, undamaged, and in their original packaging.
- Items that don’t meet these conditions may qualify for a partial refund of 50% of the original sale value.
Returning Faulty or Damaged Products
We take care of items that don’t arrive as expected. If your product is faulty or damaged during delivery, here's what to do:
- Faulty or damaged items can be returned within 30 days of purchase.
- Contact us with details and images of the issue before sending the item back.
- Once approved, we’ll provide you with a prepaid postage label.
- Faulty or damaged items will typically be replaced or exchanged for the same product.
- Sealed products and accessories: Must be unopened, and in their original packaging as they were received.
- Single cards: Must be returned in the same condition as received.
- By opening any sealed products you are voiding the right to return or refund as you are accepting it in its condition
***Disclaimer***
Due to the collectible nature of trading card products and the element of chance in each sealed pack, we do not accept returns or refunds on trading card packs that have been opened.
Once the seal is broken, the contents are revealed and the product is considered used. This policy is in place to maintain product integrity and fairness for all customers.
We encourage customers to ensure they are happy with their purchase before opening any sealed trading card products.
This does not affect your statutory rights in the event the product is faulty or not as described.
If you have any questions or need assistance, don’t hesitate to reach out. We’re always here to help and ensure your experience is a great one!