We aim to make returns easy for you. Follow the guide below to understand our returns process.

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Return Address: 

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PokéPortal

3rd Floor,

86-90 Paul Street,

London,

England,

United Kingdom,

EC2A 4NE

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If you cancel your order after it has left our warehouse, you must return the package to us unopened and in the condition you received it. We cannot accept opened items. You are responsible for the delivery charges incurred when returning your order. We must receive the goods back before issuing any refunds or exchanges. We recommend using a recorded service for returns to ensure safe delivery, as we are not responsible for items lost or damaged in the post.

 

 Returning an Item​

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In the unlikely event you wish to return your order, please note the following:

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• Return Window: You can return products for any reason within 14 days of receiving them. If a product is damaged or faulty, you have up to 30 days from receiving the goods to report it, though the sooner you notify us, the easier it will be to resolve the issue.

• Condition: Sealed products must be returned unopened, unused, and in their original condition.

• Return Postage: If you no longer want the product, you must cover the return postage costs.

• Damaged or Missing Items: For issues with sealed items, first contact the manufacturer. If unresolved, contact our support team for assistance.

• Exchanges: If you return items for an exchange, the cost of delivery will be taken into consideration.

• In-Store Returns: You can bring an item to our Warehouse for a return, but the refund will not be processed immediately. It will be handled by the responsible team member during their working hours.

• International Returns: If you refuse to pay the customs fee, the return shipping costs and an additional charge from DPD will be deducted from your refund. Return charges vary by country.

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If a returned product does not meet our policy requirements, we may not be able to offer a refund. If unsure, please contact our support team for advice before returning your item.

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Returning Process:

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1. Use the return feature on our site or submit your query via our contact form. We will assist you in resolving the issue before you send anything back.

2. Contact us within 14 days of receiving your product, or 30 days if it is faulty.

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Incorrect or Missing Items:

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If we sent you the wrong item or something is missing from your order, we will cover the return charges to get the correct products to you. Return the incorrect item first; we will dispatch the correct item once the wrong one is back with us. If you wish to cancel an order, do so before it is dispatched.

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 Damaged Items​

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If you receive a damaged item, follow the process outlined in our support article [here]. Although we take care during packing, damage can occur in transit.

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• Action Steps: Take photos of the box showing the shipping label and the damage to the item. Do not open the damaged product, as we may need it returned. If you suspect damage before opening, take a photo for additional evidence. Reports of damages should be sent within 7 days of receiving your order.

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 Lost Items​

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If your item has not arrived, visit our Lost Item page [here].

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• UK Customers: If your parcel is coming via Royal Mail, allow 10 working days after the expected delivery date before contacting us. For DPD deliveries, contact us 1 day after the expected delivery date. We will contact the courier to investigate. Refunds/replacements will only be offered after the courier completes their investigation.

• International Customers (DPD): If your order hasn't arrived within 10 days of being notified of shipping, contact our support team at support@pokeportal.co.uk. Ensure you have your local customs office contact details, as your parcel may be awaiting your action.

• International Customers (Royal Mail): If your item hasn't arrived after 30 days, contact our support team at support@pokeportal.co.uk to start a claim for the missing item.

 

 Claiming for a Missing Item

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Claims may take time to investigate. We cannot offer refunds/returns until the courier/supplier/manufacturer completes their investigation. Most claims are resolved within 14 days, but allow extra time during busy periods.