FAQ's
Frequently Asked Questions
1. Are your products authentic?
Yes. We source sealed products directly from authorised distributors and sell only genuine Pokémon TCG items. All graded cards are certified by professional grading services such as PSA.
2. What condition are the singles you sell?
Unless otherwise noted, our singles are in Near Mint (NM) condition or better. We take care to store and ship cards in protective sleeves and toploaders to maintain their condition.
3. Do you take pre‑orders?
Yes. When new sets are announced, we often accept pre‑orders. Your payment is processed immediately to reserve your items. The estimated release and shipping dates will be displayed on the product page. You can cancel a pre‑order any time before it ships for a full refund.
4. How long will it take to receive my order?
Orders are processed within 1–3 business days. Domestic (UK) delivery typically takes 2–7 business days, while international delivery can take 7–21 business days, depending on your location and chosen shipping method. See our Delivery and International Delivery pages for more details.
5. How much does shipping cost?
Shipping costs are calculated at checkout based on your order’s weight, size and destination. You’ll see the total shipping cost before completing your purchase.
6. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Union Pay, PayPal, Apple Pay, Google Pay, Shop Pay and Diners Club/Discover. For more information, please visit our Payment Methods page.
7. Can I return or exchange an item?
Yes. If you’re not satisfied with your purchase or your order arrives damaged or incorrect, please contact us within 14 days of receiving your order. For eligibility and instructions, see our Return Policy.
8. Do you ship internationally?
Yes, we ship worldwide to most countries. Delivery times and shipping costs vary based on destination. You are responsible for any customs fees or import taxes in your country. See our International Delivery page for more details.
9. Will sold‑out items be restocked?
We restock popular items whenever possible. For rare singles and older sets, restocks may be limited. Follow us on social media or sign up for our newsletter to get restock alerts and new product announcements.
10. How can I contact you?
You can reach us at pokevault.mh@gmail.com. We aim to respond to all enquiries within 24–48 business hours.
If your question isn’t answered here, please contact us. We’re always happy to help!