FAQ

Below you will find answers to the most frequently asked questions.

If you still do not find a matching answer to your question, please use our contact form or send us a message directly at info@poke-collectibles.shop

ORDERS

Where do I check the status of my current order?

You can check the status of your order under my orders.

Where can I file a complaint?

To return the purchased goods, please fill out the return form and attach it to the message. Please report complaints and returns to our email address info@poke-collectibles.shop.

We accept product returns only in closed and intact condition. Damaged packaging is excluded from exchange.

For more information, see Complaints and Returns

What payment methods do you accept?

We honor payments by traditional transfer, payment gateway Przelewy24 and PayPal.

Are payments in your store secure?

Yes - payments in our store are encrypted with SSL session.

SHIPPING

How does the shipment of items work for you?

Products in our store are shipped via InPost and other courier companies such as DHL, GLS or DPD. On the shopping cart page, after adding the order address, you will see the shipping methods and their cost.

What is the cost of shipping?

You can find information about shipping costs on the delivery costs page.

Do you ship internationally as well?

Yes, we also ship our products to other EU countries. The list of countries is available on the delivery costs page.

If your delivery country is not shown, please contact us in advance.

How long does it take for my package to be delivered?

Delivery in Poland takes about 1-2 working days. In other EU countries, delivery takes from 3 to 10 working days.

My shipment is delayed, now what?

Check its current status in the shipment tracking tab. Sometimes due to factors such as strikes, driver's illness, wrong shipping address given, the delivery time may extend by a couple of days in individual cases. If the status of your package has not changed for a long time, please contact us by email to explain the delay with the shipping company.

My package got lost/destroyed, now what?

If the package that was delivered has damage on the carton, it is important to write a report of damage in the presence of the courier - only on its basis we are able to claim the shipment and refund you the full amount with shipping costs.

If your package was lost, you will also receive a full refund from us.

I would like to change my shipping address, what should I do?

Unfortunately, once an order has been placed, we are unable to change the shipping address. The only way to change the address again is to cancel the current order and place a new one with the correct address.

We are unable to cancel shipped items. To do so, please contact the shipping company directly.

Can I pick up my package in person?

At present, we are only doing mail order business.

SHOP & PRODUCTS

Are the Pokemon cards you sell genuine?

The cards we sell come only from official Pokemon TCG distributors through which we can guarantee their authenticity.

I have interesting cards for trade/sale

If you have cards for sale in NM/GEM MINT condition then send us an email with photos (front, back of cards) and the price you would like for them. We are currently looking for items from older Wizard of the Coast era collections (single cards, boosters and other items) and "chase cards" from current sets.

Do you also have a physical point of sale?

At the moment we are a business only in the form of Online.

I would like to buy products from you in larger quantities

Write us an email to inquire about specific products with a specific quantity. We will make a quote 🙂

How often do you add products to your inventory?

It all depends on the allocation for the particular set that is coming out. Products that have limited prints and are in demand themselves are sold out quickly.

If you see that a particular product is sold out, we encourage you to sign up for the waiting list, by which you will be notified by e-mail about the renewed availability.

I have a question for you

We invite you to contact us through the contact form or by email at info@poke-collectibles.shop .

We speak English, German and Polish.