If something goes wrong
Check your order when it arrives
Open your parcel as soon as you can and check:
- the outer box for crushing, tears or water damage
- the number of items against your order confirmation
- the shrink wrap and seals on sealed product
- the condition of single cards, and the labels on graded slabs
If anything is wrong, keep everything: the outer box and its label, the packing and the items. Take photos before you throw anything away, because carriers ask for them. For valuable orders, film the unboxing.
Damaged in transit
Email support@pokekura.com within 7 days of delivery with your order reference and photos of the parcel (all sides, and the label), the packing and the damage. We'll replace, credit or refund the damaged items and their shipping.
Light shelf wear on sealed boxes, such as a small dent, scuff or crease in the shrink wrap from factory and distributor handling, is normal and isn't transit damage. If you're not sure, send us photos and ask.
Missing or wrong items
Compare what arrived with your order confirmation. If something is missing, or you received a different item, keep the wrong item unopened. Email us within 7 days with your order reference, what's missing or wrong, and photos of what arrived. We'll send what you ordered or refund it, and when the mistake is ours we cover the return shipping too.
Lost in transit
If your parcel hasn't arrived 10 working days after the latest delivery estimate, or tracking hasn't moved for 7 working days, email us and we'll open a trace with the carrier. If the carrier confirms it's lost, we'll reship your order or refund it in full.
Marked delivered but not received
Check around your property, with neighbours and with your building's reception or mailroom, and look for a delivery photo or signature on the tracking page. Still missing after 48 hours? Email us. We'll open a claim with the carrier and help however we can.
Returned to sender
Parcels come back to us when the address is wrong or incomplete, delivery attempts fail, the parcel isn't collected or import charges are refused. We'll get in touch: we can reship once the new shipping is paid, or refund your order less the shipping both ways and any charges we're billed.
Returns
Pokémon cards and sealed product are collectibles. Their value depends on their condition and on knowing exactly what's inside. So:
- Contact us within 7 days of delivery, before sending anything back. We can't accept returns we haven't agreed.
- Sealed product can come back only unopened, in its original shrink wrap and in the condition it arrived.
- Opened product (boxes, packs, cases or tins) can't be returned, because its contents can no longer be verified.
- Single cards and graded slabs must come back in the same holder or slab, in the same condition. We check slab certification numbers against what we shipped.
- Change-of-mind returns are at our discretion. If we agree to one, you pay the return shipping and any import charges, and we refund the goods once they're back and checked.
- Our mistakes are free to fix. Damaged, wrong and missing items never cost you return shipping.
Refunds
Once we approve a refund, we send it within 5 working days, the same way you paid:
- Bitcoin and other crypto: sent to a wallet address you confirm by email, for the US-dollar value of the refunded items, converted at the rate on the day we refund. Network fees come out of the amount sent.
- Other methods: back through the same method where it allows refunds, or by bank transfer.
Your bank, card or wallet may take a few more days to show it. Shipping is refunded when the problem was ours.
Cancellations and preorders
You can cancel free of charge any time before your order is dispatched: email us with your order reference. Once it has shipped, the returns rules above apply.
Preorders are invoiced when stock is allocated, not when you order, and ship as soon as stock arrives, usually on or just after the Japanese release date. Release dates are set by The Pokémon Company and sometimes move. If we can't fill a preorder, we refund it in full.
Authenticity guarantee
Everything we sell is genuine, bought through Japanese distribution and shipped exactly as it left the factory. If you ever doubt an item, keep it as it arrived and email us with photos. We'll look into it straight away and make it right.
Delivery times, rates and customs are on Shipping & customs.