Shipping policy

SHIPPING & DELIVERY POLICY

Processing Time All orders require 3-5 business days for processing before dispatch. Processing includes:
  • Order verification and payment confirmation
  • Inventory allocation and quality checking
  • Careful packaging to our high standards
  • Preparation for courier collection
Business days are Monday-Friday, excluding UK bank holidays. Orders placed after 2 PM Friday will begin processing the following Monday.

International Items:

These items will be clearly listed country they will ship from (China, Japan etc) - and as such the processing and delivery times may be extended. Some times processing time can be as long as 5 to 7 business days. There will be no customs for orders under £130 (or as advertised on the listing)
Pre-Order Items Pre-order items have different processing requirements:
  • We aim to dispatch pre-orders by the official street release date
  • Important: Delivery by street date depends on distributor supply timing and your selected shipping method
  • To guarantee arrival by street release date, customers must select appropriate expedited shipping
  • Pre-orders may experience delays beyond our control due to distributor or manufacturer scheduling
  • Any delays will be communicated immediately via email
Delivery Timeframes (After Processing) Once your order is processed and dispatched, delivery times are:
  • Orders £20-£149.99: Tracked 48 service (2-3 business days after dispatch)
  • Orders £150+: Special Delivery (1 business day after dispatch)
  • Orders under £20: Standard delivery (3-5 business days after dispatch)
Total Expected Delivery Time Examples:
  • Standard order placed Monday: Dispatched Thursday-Monday, delivered Tuesday-Friday following week
  • Orders over £150 placed Monday: Dispatched Thursday-Monday, delivered Friday-Tuesday following week
  • Pre-orders: Dispatched by street date (distributor permitting) + selected shipping time
Sealed Product Policy Important for Sealed Collectors:
  • The Pokémon Company's official stance is that booster box outer packaging serves as protection for internal cards
  • Unless you select "I am a sealed collector" at checkout, we do not consider reasonable outer packaging damage (broken seals, minor box damage) as defective if internal contents are undamaged
  • Sealed Collector Option: Select this at checkout for premium packaging protection and handling
  • Without sealed collector selection: Returns for packaging damage are at customer's expense unless shipping upgrade was selected
  • All sealed products are handled with care, but outer packaging may show minor transit wear
International Shipping We ship internationally with processing times as above. International delivery times vary by destination (typically 5-14 business days after dispatch). Customers are responsible for any customs duties, taxes, or import fees. We cannot control or predict customs processing times.
UK Distance Selling Rights
  • Cancellation Period: You have 14 calendar days from delivery to cancel your order
  • Return Period: 14 calendar days from cancellation notice to return items
  • Condition Requirements: Items must be in original condition for full refund
  • Refund Timeframe: Refunds processed within 14 days of receiving returned items
  • Return Costs: Customer pays return shipping unless item is faulty/incorrect or sealed collector option was selected and packaging damage occurred
Order Tracking & Communication
  • Dispatch confirmation sent via email with tracking information
  • Processing delays (if any) communicated within 24 hours
  • Pre-order updates provided as we receive distributor information
  • For urgent orders, contact hello@pokepals.co.uk before placing order
Delivery Issues If your order doesn't arrive within expected timeframes:
  1. Check tracking information provided
  2. Contact us at hello@pokepals.co.uk with order number
  3. We'll investigate with courier and provide updates within 1 business day
Force Majeure Delivery times may be affected by circumstances beyond our control including but not limited to: severe weather, courier strikes, system failures, supplier delays, or distributor scheduling changes. We'll communicate any significant delays promptly.