Shipping & Delivery Times
By placing an order through Pokémon Shop, you accept the terms below. They are provided to make sure that both parties know and agree to this arrangement, so that each side is protected and so that expectations about our service are clear.
1. General
Subject to stock availability, we do our best to keep an accurate inventory, but from time to time there can be a discrepancy and we may not be able to fulfill every item at the moment of your purchase. If that happens, we will contact you to find out whether you would rather wait for the out-of-stock item to be restocked or receive a store credit.
2. Shipping Costs
Shipping costs are calculated at checkout based on the weight, the dimensions and above all the destination of the items in your order. Shipping costs are charged at the time of purchase. That amount is the final shipping cost for your order.
At the same time, shipping costs to France are currently free courtesy of the Pokémon Shop store.
3. Returns
The return conditions are available on the Return and Refund Policy page, which you will find linked at the bottom of this page.
4. Delivery Terms
In general, orders shipped abroad can be in transit for 4. However, in exceptional cases this can take longer (up to about twenty days). It varies a great deal depending on the type of delivery selected and on the supplier linked to the items in the order you placed.
Shipping time
Orders are usually processed within 2 business days after the order is paid. We allow a 12-hour window so that the delivery address can still be changed.
Our teams contact the storage locations for the items from Monday to Friday during normal business hours, except on national holidays, when shipping will not be triggered with the storage locations.
When you place an order with Pokémon Shop, the maximum shipping time is 5 business days. Orders are often sent out in less than 5 business days. However, delivery can take up to 2 to 4 weeks in this disrupted period.
It is important to note the difference between shipping and delivery. Delivery is the transport of the items and the process of getting them to a destination address, while shipping is the act of sending out the items in an order.
That is why, in exceptional cases, the delivery time can be as long as 5 weeks (2 business days to process the order, 5 business days of shipping and 4 weeks of delivery).
These are exceptional total times, but Pokémon Shop wants to share them with you so that nothing comes as an unpleasant surprise. That said, once that delivery time is exceeded, meaning 5 weeks, we want to keep you satisfied.
To do that, we will offer you solutions such as resending your order at our expense or creating a gift card worth more than the amount of your original order. This almost never happens, but Pokémon Shop is starting to become a victim of its own success, and we prefer to anticipate this kind of situation and let you know what our policy is in terms of customer service.
So, if you received your order confirmation email 5 weeks ago or more, please either reply to your order confirmation email or send us an email at contact@pokemon-shop.fr.
And so that your email is handled as quickly as possible, we recommend that you include the following information in it:
- Your order number
- The email address used for your order
- Last name
- First name
- The contents of your order (even approximate)
- The date of your order
If you send us an email at contact@pokemon-shop.fr, we also recommend using this email subject line: “Delivery time - Your order number”.
Example: “Delivery time - 125698”
The members of Pokémon Shop dedicated to customer service will reply to you by email as soon as possible to handle your situation.
4.4 Changing the delivery address
For requests to change the delivery address, we are able to modify the address at any time before the order is sent out.
4.5 Shipping to P.O. boxes
Pokémon Shop will only ship to P.O. box addresses using postal services. We are not able to offer courier services to those locations at this time.
4.6 Shipping to military addresses
We are able to deliver to military addresses through USPS. However, we are not able to offer this service using courier services.
4.7 Out-of-stock items
If an item is out of stock, we will contact you to find out whether you would rather wait for the out-of-stock item to be restocked or receive a store credit. That store credit will be worth more than the amount of your original order.
4.8 Delivery time exceeded
If the delivery has gone beyond the expected time, please contact us at the email address contact@pokemon-shop.fr.com so that we can handle your request.
5. Tracking Notifications
When your order ships, you will receive a tracking link that lets you follow the progress of the shipment based on the latest updates made available by the carrier.
6. Parcels Damaged in Transit
If you notice that a parcel has been damaged in transit, please refuse the delivery if possible and contact our customer service. If the parcel was delivered while you were not there, please contact the members of Pokémon Shop dedicated to customer service at the email address contact@pokemon-shop.fr.
7. Duties and Taxes
7.1 Sales tax
Sales tax has already been applied to the price of the goods as shown on Pokémon Shop when you place your order.
7.2 Import duties and taxes
Import duties and taxes on international shipments may be payable on arrival in the destination country. This varies from country to country, and Pokémon Shop encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay the duties and taxes on arrival in your destination country, the goods will be returned to Pokémon Shop at the customer's expense, and the customer will receive a refund of the value of the goods paid for, minus the cost of the return shipping. The cost of the initial shipment will not be refunded.
8. Cancellations
If you change your mind about your order from Pokémon Shop, we can accept cancellations at any time up to 12 hours after your order.
9. Insurance
Parcels are insured against damage and loss up to the value declared by the carrier. A loss is recorded when the postal service confirms the loss. A delivery confirmed by the postal services will be considered valid. The reason is that Pokémon Shop has seen too many cases of customers who were unfortunately dishonest and claimed they had not received their order for us to rely on the customer's word alone. However, Pokémon Shop will do its utmost to satisfy you by resending the items in your order at its own expense or by offering you a gift card worth more than the amount of your original order.
9.1 Process for parcels damaged in transit
We will issue a refund or a replacement by applying the Return and Refund Policy, which you will find linked at the bottom of this page.
9.2 Process for parcels lost in transit
If the postal service confirms a loss in transit, Pokémon Shop will do its utmost to satisfy you by resending the items in your order at its own expense or by offering you a gift card worth more than the amount of your original order.
10. Customer Service
For any customer service inquiry, please send an email to contact@pokemon-shop.fr.