Delivery.
Delivery Terms of Service
Delivery timeframes: Items in stock
We aim to dispatch all orders containing items in stock within two working days of payment, with the majority of orders being dispatched the next working day.
Please bear in mind that we are unable to dispatch orders on Sundays or public holidays.
We aim to acheive on time delivery on all orders, however as we use third party courier services we cannot be held responsible for delays caused during the processes which occur following dispatch. Once dispatched the delivery of your order is the responsibility of the applicable courier company. Poké-Decks cannot be held responsible for an order failing to reach its destination on time.
Tracked 24 service has a next working day delivery aim.
Tracked 48 service has a delivery aim of 2 - 3 working days.
We advise you to bear Royal Mail strikes and Christmas in mind when placing an order during periods affected by these events.
Delivery timeframes: Pre-Orders
Please refer to our Pre-Order policy for full information.
Shipping costs
The delivery costs are displayed when you place your order. Following payment the delivery costs will be displayed in your confirmation email which will be sent to the email address provided.
We charge £3.00 for Royal Mail tracked 48 service. If you wish to receive your items quicker we charge £3.75 for Royal Mail tracked 24 service. These costs are subsidised and cover a portion of the cost of the shipping charged by the third party services used to facilitate the delivery of Poké-Decks orders.
Delayed items
PokéDecks cannot be held liable if your item has been delayed during delivery and does not reach you for the estimated delivery date. When placing an order with PokéDecks you understand that PokéDecks is responsible for processing your order and dispatching it within the timeframe outlined but we are not responsible for, nor do we have control over, the time taken for the item to reach the delivery address once it has been dispatched.
Compensation cannot be offered for delayed orders dispatched using the services listed below. This is due to Royal Mail not accepting claims for delays incurred when using these services:
Royal Mail Tracked 24 service
Royal Mail Tracked 48 service
Full details of Royal Mail terms and service can be found on the Royal Mail website.
Lost items
Should you believe your item may be lost whilst in transit you can contact us via our contact form.
Once 10 working days after the due date* have passed a claim can be submitted by PokéDecks for orders which have been sent via Tracked 24 or Tracked 48 services and may be considered as lost. We cannot submit a claim prior to this.
Once 5 working days after the due date** have passed a claim can be submitted by PokéDecks for orders which have been sent via Royal Mail Special delivery and may be considered as lost. We cannot submit a claim prior to this.
Claims may take up to 30 days to be resolved and we are unable to provide compensation until we have recevied a resolution from Royal Mail. Should Royal Mail confirm the order as lost you will receive a full refund for the total amount paid at the time of purchase or a replacement may be offered. If a refund is decided this will be sent to the payment method used at the time of purchase. We are unable to process a refund prior to resolution.
*The due date for Tracked 24 and Tracked 48 items is considered as 3 working days after posting. A working day is defined as a day which is not a Sunday, bank holiday, or strike day.
** The due date for Special delivery items is considered as the next working day after posting. A working day is defined as a day which is not a Saturday, Sunday, bank holiday, or strike day.
Failed delivery
Upon dispatch of your order we will send an email to the email address you provided when placing your order. We will provide a tracking number within your dispatch email and it is your responsibility to check the status of your parcel and ensure there is somebody at the specified delivery address to receive the item. We do not accept responsibility for the parcel if the courier delivers your parcel to a neighbour or leaves your parcel in a safe space due to lack of available persons at the delivery address at the time of delivery. The courier may leave a card to notify you that your parcel is available for collection from your local delivery point if delivery was attempted and you were unavailable. It is your responsibility to collect your Poké-Decks order within the timeframe declared by the courier.
If your parcel is showing as delivered and you are claiming non-receipt of your parcel you must contact us via our contact form (available via our website) within 7 days of the expected delivery date. Failure to notify us within this timeframe may result in failure to investigate with our courier and compensation may not be offered.