Refund policy

Shipping & Returns Policy

We offer a 14-day return policy, giving you 14 days from the date of receiving your item to request a return.

Eligibility for Returns:
To qualify, the item must be in the same condition as when you received it—unworn, unused, with tags, and in its original, unopened, or sealed packaging. A receipt or proof of purchase is also required.

How to Start a Return:
Contact us at sales@pokedanemporium.co.uk to initiate your return. Once approved, we’ll provide instructions on how and where to send your package. Items returned without prior approval will not be accepted.

For questions about returns, reach out anytime at sales@pokedanemporium.co.uk

Damaged or Incorrect Items

Check your order upon arrival and notify us immediately if an item is damaged, defective, or incorrect. We’ll assess the issue and work to resolve it quickly.

Non-Returnable Items

Some products cannot be returned, including custom or personalized items and factory-sealed products that have been opened. If you’re unsure about your item’s eligibility, contact us for assistance. Please note that sale items and gift cards are non-returnable. 

Responsibility for Return Costs

Customers are generally responsible for covering the cost of return shipping. However, in certain mitigating circumstances—such as if the item is faulty, damaged, or incorrect—we will cover the return shipping costs.

If you believe your situation qualifies as a mitigating circumstance, please contact us at sales@pokedanemporium.co.uk to discuss your case and arrange for a resolution.

For all other returns (e.g., change of mind), return shipping costs will remain the responsibility of the customer. If you have any questions about this policy, feel free to reach out for assistance.

Liability for Supplementary Costs

We are not liable for any supplementary costs incurred by customers due to delayed or lost orders. While we strive to ensure timely and accurate delivery, unforeseen circumstances may arise that are beyond our control.

If your order is delayed, lost, or misrouted, please contact us promptly so we can assist in resolving the issue with the courier or arrange for a replacement where appropriate. However, additional costs incurred by the customer, such as missed deadlines, replacement items purchased elsewhere, or other indirect expenses, will not be reimbursed. 

Your understanding is greatly appreciated, and we remain committed to delivering your orders as efficiently as possible.

Additional Delivery Notes

Non-UK Mainland Orders:
Orders outside the UK mainland (including Ireland and Northern Ireland) will not be processed until we confirm the correct shipping cost. We’ll email you the adjusted delivery fee, allowing you to proceed or cancel the order.

Delivery Zone 2 (Scottish Highlands):
Certain postcodes (AB, FK, HS, IV, KA, KW, PA, PH, ZE) may incur an additional delivery fee based on package size and courier service. We’ll contact you with any additional charges.

Order Processing Times:
Most orders are processed within one/two business days and dispatched within two/three business days (excluding holidays and weekends). Pre-orders and out-of-stock items will take longer and will ship as soon as available. We’ll keep you updated with any changes or estimated delivery times.