Refund and Returns
Shipping Policy
All orders for stock on-hand are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Orders are shipped from Ireland, Europe by PokiPair Store Limited. You will receive a notification once your order has shipped, including a tracking number.
Pre-Order Shipping
If your order includes both pre-ordered and in-stock items, all items will be shipped together once the pre-order items are available. If you want in-stock items sooner, please place a separate order.
Pre-order shipping times are estimates and may vary based on availability and manufacturer timelines. For the latest updates, see the Shipping Updates page.
Shipping Rates
Shipping charges are calculated and displayed at checkout. PokiPair Store Limited currently offers UPS tracked shipping only for all orders. Untracked shipping is not offered.
International Shipping & Customs
International shipping fees charged at checkout cover the cost of transporting your order only. Additional charges such as customs duties, import taxes, or carrier brokerage fees may be applied by your country’s customs authority and/or the shipping carrier. These charges are the responsibility of the customer and are not collected by us.
If a shipment is refused upon delivery due to unpaid customs duties, import taxes, or carrier fees, or is returned to us due to failed delivery, we reserve the right to deduct all costs incurred from any refund issued, including return shipping, customs charges, and carrier fees. Original shipping charges are non-refundable in these cases.
Shipping Damage & Carrier Issues
If your order arrives damaged or tampered with, record a clear unboxing video, contact us within 3 days of delivery at [email protected], and provide photos of the shipping label, the outer box, and the damaged item. PokiPair Store Limited will open a claim with UPS.
Sealed Product Packaging
We sell sealed products as provided by the manufacturer. Minor cosmetic imperfections (uneven shrink wrap, surface scuffs, flared box flaps, minor dents) are common and not considered damage. If you require collector-grade packaging, contact us before placing your order.
Returns
We have a 14-day return policy. You may request a return within 14 days of delivery. To be eligible, the item must be unused, in its original sealed packaging, and in resalable condition. Contact us in advance to initiate the return.
If the return is due to a confirmed fulfilment error by PokiPair Store Limited (for example, the wrong item sent), we will cover return shipping. In all other cases, including change of mind, the customer is responsible for return shipping.
Refunds & Processing Fees
Refunds are issued to your original payment method. All refunds are subject to a 10% processing fee covering payment gateway and administrative costs. You may opt for store credit instead, which is not subject to the 10% fee. We do not accept exchanges.
Cancellations
Orders can be cancelled at any point before shipment. A 10% cancellation fee applies. Preorders can be cancelled before shipment on the same terms. If a preorder becomes unavailable due to stock shortages, a full refund or store credit will be issued.
Legal Compliance
All policies are compliant with EU consumer rights law, including your right to return goods within 14 days of delivery. Questions: [email protected]. Company registration number: 778875.