Frequently Asked Questions
What is your return policy?
We offer returns on all our products as long as the product is sealed, in the original packaging and unused/unopened for up to 14 days after you receive it.
We may ask for pictures to verify that the product is in good condition. You will be responsible for postage costs and ensuring that the item reaches us in the same condition received
Due to the nature and popularity of the products we sell, there is a very high risk of receiving counterfeit goods so we are unable to refund on any opened products. If the item returned does not satisfy our requirements we will not accept it.
Once the product has been returned to us then we will issue a refund within 5-7 days.
HELP! My Item is damaged
We try to ensure that every item we handle is packaged safely and can arrive undamaged, sadly though once the item leaves our warehouse it is beyond our control.
If your item arrives damaged, please take as many photos of the box/package which shows the shipping label and any damage to the item. (Without this we won't be able to raise a claim with the shipping company)
Then contact us either on our website or via email and we will look to resolve this
Accidental Order/Cancel Order
If you have made an accidental order or need to cancel an order, contact us as soon as possible.
If we haven't dispatched the item then we can cancel the order and refund to your account.
If we have dispatched the item you will need to return the goods to us via the returns policy.
My Order Hasn't Arrived
If your order hasn't arrived when you expected please check your order confirmation and dispatch notification.
If tracking is available then check with the courier.
At busy times, such as holidays, delivery times may take longer than expected
release dates & pre-orders
While we try to get products out to all our customers for the release date, sometimes we are not able to due to delays with international shipments or issues with our distributors.
Unfortunately this is beyond our control, and as collectors ourselves we know how frustrating this can be, when this happens we message those who were expecting a delivery to let them know their options.
As soon as we receive the item we will check the item, package it and send it.
Dispatch cut off times
Due to our small team, we have a cut off time of 2pm for same day dispatch.
If you place your order before 2pm, we will package your item and dispatch within the same day. Any orders received after 2pm will be dispatched next business day.
Any orders placed on weekends or bank holidays will be dispatched next business day.
What are the payment options?
We accept the following payment methods:
- Visa Debit
- American Express
- Apple Pay
Our shipping costs are calculated at checkout and will depend on the order amount, not per item.
If you order is more than £20 you will be entitled to free economy postage.
If you spend more than £40 you will get free Tracked 48 Postage
For orders over £200 you will get Free Next Week Day Courier Shipping.
Our product guarantee
Unless otherwise stated (such as individual card orders) all our products are factory sealed and sent to you in the same condition they were sent to us.
We will never tamper, weigh or interfere with our products. We love Pokemon and we do not agree with the practices of some sellers.
We pride ourselves on our customer service and providing quality Pokemon products. We are collectors ourselves and have been victims of tampered booster packs, we do not wish this on our customers.
When will you restock X item?
We are constantly re-ordering items and are on allocation with distributors to bring in new lines and popular products.
Due to the high demand for Pokemon we are not able to provide estimates for when products may be back in stock.
If you have pre-ordered an item we will email you with the estimated delivery date and update you if this changes.
From the Vault & Rare Collections
We often get asked where we have sourced our 'From the Vault & Rare Collections' as many of these items are out of print but in high demand and sadly this can lead to scammers trying to take advantage.
All our products have been bought through official distributors of Pokemon products, throughout the years we have put aside product to sell in later years.
Some of these products are from our own collections which we wish to sell and some have simply been found while cleaning our warehouse. All our rare products are listed on the website with the quantities available, if these sell out then we are sadly not able to get more.
Most are cards are in Mint or Near Mint condition. This means that they have been taken straight from the booster pack and stored in top loaders or in our own collections.
There are occasions where cards may be listed 'Excellent' or 'Played' - this will be made clear on the listing and individual pictures of this card will be listed.
If you have any questions on individual cards then feel free to message us for more detail