Frequently Asked Questions (FAQ)
Have a question before, during, or after your order? You're in the right place. Below we've gathered the most useful answers so you can order with complete peace of mind on Pokémon Shop. If you can't find your answer, our team is always reachable.
Orders & payment
What payment methods do you accept?
Payment is made by credit or debit card : Visa, Eurocard, or Mastercard, entered directly in the payment form shown during checkout. You'll be asked for the card type, the number, the expiration date, and the security code on the back at that step. No digital wallet such as Apple Pay or Google Pay is offered at this time.
Is payment secure?
Yes. Your card details are encrypted with SSL, and the data is handled in compliance with the PCI-DSS standard, the security benchmark set by the card networks themselves. That data is stored with AES-256 encryption by our payment gateway. We never have access to your full card number: it goes straight to the payment provider.
Can I change or cancel my order?
Yes, for 12 hours. That is the window we deliberately let pass before starting to process your order, precisely so you can correct a shipping address or change your mind. After that, the order goes into packing and can no longer be modified — but you keep your right to return it, detailed below. Write to us at contact@pokemon-shop.fr with your order number; the sooner, the better.
Shipping
How long does delivery take?
Your order is processed within 2 business days after payment, with the first 12 hours reserved for address changes. It then ships within 5 business days at the latest, often sooner. On top of that comes carrier transit, which takes 2 to 4 weeks depending on the destination. The worst-case total, which we would rather state plainly, is therefore 5 weeks : 2 business days of processing, 5 business days to ship, and 4 weeks of delivery. If that window is exceeded, write to us at contact@pokemon-shop.fr with your order number and we'll look into it. Our teams work Monday through Friday, excluding public holidays.
What are the shipping costs and where do you ship?
The shipping fee is waived within France. For all other destinations, the cost is calculated automatically at the checkout step, based on weight, dimensions, and destination: the amount is displayed before payment, with no unpleasant surprises. We ship to France, to the 26 other European Union countries, and to fourteen countries outside the EU: the United Kingdom, Switzerland, Norway, Canada, the United States, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel, and the United Arab Emirates.
How do I track my order?
As soon as your parcel ships, you receive a confirmation email. When a tracking number is available, it is sent to you so you can follow the shipment online. Remember to check your spam folder if you can't find that email.
Returns & refunds
Can I return an item?
Yes, and more generously than the law requires. The right of withdrawal gives you 14 days; we extend that to 30 days from receipt of your order. Items must come back unused, complete, and in their original packaging. If you change your mind within 12 hours of ordering, before we have processed it, we refund you directly with nothing to send back. Certain personalized or unsealed products may fall outside the right of withdrawal under the regulations in force.
How does the refund work?
Once your return arrives, we confirm receipt by email, then let you know our decision after inspecting the item. If the refund is approved, it goes back to the original payment method ; how long it takes to appear on your account then depends on your bank. Two things to know before sending a parcel back: the return shipping costs are yours to cover and are not refunded, and a charge of €2 per order is withheld to cover the fees charged by the payment platforms.
Products
How do I choose the right clothing size?
The measurement chart appears right on every clothing product page : chest, length, and shoulder width, in centimeters. That chart is what you should go by rather than the letter size, because a good part of our catalog is in Asian sizing, which generally runs about one size smaller than European standards. On kids' clothing, sizes are given as height in centimeters: measure your child standing up, don't go by age. If you're torn between two sizes, write to us and we'll help you choose.
Are your products official?
Let's be transparent: Pokémon Shop is an independent store. We offer goodies and merchandise inspired by the Pokémon universe, designed for fans. We are not official, not licensed, and not affiliated with Nintendo, The Pokémon Company, Game Freak, or Creatures. Unless a product page explicitly states "licensed," our items are unofficial creations for enthusiasts.
Are the trading cards authentic?
When we carry official cards, they are sold sealed, exactly as they come from their original packaging. Conversely, any item presented as an "inspired," "fan-made," or "unofficial" product is clearly identified as such on its product page. We encourage you to always read the product page description so you know exactly what the item is.
How do I contact customer service?
Our team is here to help, before and after your purchase. Write to us at contact@pokemon-shop.fr and include your order number : that is what lets us get back to you as fast as possible. Our customer service replies as soon as possible, Monday through Friday, excluding public holidays. A form is also available on our Contact page.