Thank you for shopping with ShoPokémon. We accept eligible return and exchange requests within 30 days of delivery.
For assistance, email [email protected].
How to request a return
Contact our customer service team through the Contact Us page with your order number, the reason for your request and, where appropriate, photographs. We aim to respond within 24 hours on business days. Please wait for our instructions before sending anything back; the return address will be provided after approval.
Wrong, damaged or defective items
If you receive an incorrect item, an incorrect size, or a defective or damaged product, contact us within 30 days of delivery. Eligible items should be unused, unwashed and unaltered, except as necessary to inspect a defect. For approved returns caused by our error or a product defect, we cover the return shipping cost and refund the applicable original shipping charges.
Other returns
For change-of-mind or other eligible returns, the customer is responsible for return shipping costs. Products should be unused, unwashed, unaltered and in their original condition, subject to applicable consumer rights.
Exchanges
For approved exchanges, the customer normally pays the return shipping and ShoPokémon pays the shipping of the replacement. A tracking number will be provided when the replacement is dispatched.
Lost, damaged or delayed packages
If your package is lost, your items arrive damaged, or your order has not been delivered within 30 days after dispatch, contact [email protected] with your order number and tracking number. We will check the shipment and arrange a refund for a lost package, damaged items, or an order that remains undelivered after that 30-day period. For damaged items, please include photos of the item and packaging. This delivery guarantee is separate from the 30-day return request window that starts when you receive your order.
Refunds
After receiving and inspecting a returned item, we will process any approved refund, aiming to initiate it within 24 hours of approval. Refunds are issued to the original payment method through Stripe. The time before funds appear depends on the card issuer, bank or payment method.
Nothing in this policy limits statutory consumer rights that apply in your country.