Lost Order Policy

We expect orders to arrive within 3-5 working days for UK orders. During busy postal times such as Christmas, delivery times can sometimes be longer. If your order is coming via Royal Mail, their guaranteed delivery window is 10-working days.  Please do not worry if your order hasn’t arrived swiftly. All orders are tracked from pick up to arrival and we can contact the delivery company to confirm its location and estimated delivery time.  Please therefore contact us if your order does not arrive after 10 working days and we will investigate it for you and discuss next steps and timescales in terms of replacements or refunds.  Please note that we may not be able to confirm a replacement or refund until the delivery company has completed its investigation as sometimes the item may still be in transit and could still be delivered.

If you believe your order has been lost:

• Please log in and check the status of your online order. This will confirm if your order has been dispatched, and on which date it was sent.

• Please allow up to 10 working days for delivery. 

• In the meantime, you may wish to check with your neighbours, your local postman and local delivery office to see if delivery was attempted and held elsewhere for safe keeping. This sometimes occurs where a signature is required and no-one was available at your delivery address.

• If, after checking all reasonable redirection options, your order has not arrived after 10 working days, please email us at info@pokefamilytcg.co.uk We will lodge an investigation with the delivery company.

• Investigations are sometimes able to be completed quickly, so please be patient with us.  We will keep you notified of each step along the way.

• Where a replacement is given, or a refund is made and the original package later arrives, you will be required to notify us of its arrival as this is now the property of PokefamilyTCG.  We will then agree a way of returning it to us.