FAQs
When will my order be dispatched?
Please tell us what postage option you selected:
Has it been more than 1 business day since you placed your order?
Business days are Monday - Friday.
Have you checked your emails, including your junk mail, in case you have missed your dispatch email?
If it has been more than 1 business day and you have checked your inbox and junk mail, please contact us using the form below.
Contact us about this issuePlease check your email inbox and junk mail for your dispatch email if it has been more than 1 business day since you placed your order, as we aim to dispatch orders within 1 business day.
Please allow 1 business day for your order to be dispatched. All orders are dispatched Monday - Friday between 09:00 - 17:00. For same day dispatch we ask customers to place their order before 15:00.
Has it been more than 2 business days since you placed your order?
Business days are Monday - Friday.
Have you checked your emails, including your junk mail, in case you have missed your dispatch email?
If it has been more than 2 business days and you have checked your inbox and junk mail, please contact us using the form below.
Contact us about this issuePlease check your email inbox and junk mail for your dispatch email if it has been more than 2 business days since you placed your order.
Please allow up to 2 business days for your order to be dispatched. All orders are dispatched Monday - Friday between 09:00 - 17:00.
Please note that delivery timeframes refer to the time once dispatched and not from the time you placed your order.
Has it been more than 3 business days since you placed your order?
Business days are Monday - Friday.
Have you checked your emails, including your junk mail, in case you have missed your dispatch email?
If it has been more than 3 business days and you have checked your inbox and junk mail, please contact us using the form below.
Contact us about this issuePlease check your email inbox and junk mail for your dispatch email if it has been more than 3 business days since you placed your order.
Please allow up to 3 business days for your order to be dispatched. All orders are dispatched Monday - Friday between 09:00 - 17:00.
Please note that delivery timeframes refer to the time once dispatched and not from the time you placed your order.
Has it been more than 3 business days since you placed your order?
Business days are Monday - Friday.
Have you checked your emails, including your junk mail, in case you have missed your dispatch email?
If it has been more than 3 business days and you have checked your inbox and junk mail, please contact us using the form below.
Contact us about this issuePlease check your email inbox and junk mail for your dispatch email if it has been more than 3 business days since you placed your order.
Please allow up to 3 business days for your order to be dispatched. All orders are dispatched Monday - Friday between 09:00 - 17:00.
Please note that delivery timeframes refer to the time once dispatched and not from the time you placed your order.
How can I track my order?
Once your order is dispatched, you will receive a dispatch notification via email which will contain your tracking information. Please use this to track your order. Make sure to allow up to 24 hours for your tracking to update from the time you receive the dispatch email.
My tracking isn’t updating
Have you waited 24 hours since receiving your dispatch email?
If you have waited 24 hours and your tracking still has not updated, please contact us using the form below.
Contact us about this issuePlease wait 24 hours to allow your tracking to update.
When will an item be restocked?
We aim to restock all products on our website as soon as possible. Unfortunately, we can’t give a timeframe for specific products, however we do have restocking notifications available online.
If you click on the product you’re interested in and choose to turn on restocking notifications, you will be alerted via email when it is available to purchase again.
For new product releases, we always aim to stock these products. Please subscribe to our newsletter to make sure you don’t miss out on any news for new releases.
Do you offer any discount codes?
From time to time we run discounts and promotions exclusively for our newsletter subscribers. You can access our discounts by subscribing to our newsletter.
Unfortunately, we do not offer a first time buyer discount code.
My tracking shows my item is delivered but I cannot find it
We kindly ask that you check with neighbours, all safe places and any other members of your household before contacting us about a missing parcel.
If you have checked with neighbours, safe places and other members of your household and still cannot locate your parcel, please contact us using the form below.
Contact us about this issuePlease check with neighbours, all safe places and any other members of your household first.
How long will it take to get my refund?
Please select the reason why you are expecting a refund:
Please allow up to 2 business days for your order to be cancelled and refunded. Once your refund is processed, you will receive an email notification. Once you receive the refund notification, please allow up to 10 days for the money to appear back in your account.
If you have already waited 2 business days and have not received a refund notification, please contact us using the form below.
Contact us about this issueDoes the tracking show the item has been returned to us?
Have you received an email notification to say we have refunded your order?
Great, this means that we have already processed your refund. Please allow up to 10 days for the money to appear back in your account.
Has the return been delivered to us for more than 3 business days?
If your return has been delivered to us for more than 3 business days and you have not received a refund notification, please contact us using the form below.
Contact us about this issuePlease allow 3 business days for us to process all returns. Once your refund is processed, you will receive an email notification. Once you receive the refund notification, please allow up to 10 days for the money to appear back in your account.
Please keep an eye on the tracking for your return. We can only process refunds when the return has been received. Once your refund is processed, you will receive an email notification. Once you receive the refund notification, please allow up to 10 days for the money to appear back in your account.
Need to contact us about something else?
Please only use this option if your query has not been answered by the FAQ options above.
Please select the reason for your contact request:
Please provide us with your order number to request a Pokémon-only Mystery Box.
Continue to contact formWe can provide all customers with a full VAT invoice when requested. Please ensure you provide us with your order number and we will aim to provide all invoices within 14 days.
Continue to contact formIf your query has not been answered by the FAQ options above, please continue to the contact form below.
Continue to contact form
