Shipping & Returns Policy

Thank you for shopping at Chloe’s Collectibles. We want to ensure that your experience is as smooth as possible, so we've outlined our shipping and returns policies below. By placing an order with us, you agree to these terms.

1. Shipping Information

We currently only offer UK shipping, and our shipping policies are designed to ensure that your Pokémon products/cards arrive quickly and securely.

Processing Time:

• Orders are typically processed within 1-3 business days of receiving payment.
   
• Orders placed after 3:00 PM GMT or on bank holidays or weekends will be processed on the next business day.
   

Shipping Options and Delivery Times:

• UK Orders: Delivery within 1-5 business days depending on shipping method chosen, using Royal Mail or a similar courier service.
   

Shipping Costs:

• UK shipping is between £3.95 - £9.95 depending on item size and chosen service.
   

Any orders which are undeliverable due to an error in the customers postal address, in which they have filled out on checkout, once returned to Chloe's Collectibles will be stored at Chloe's Collectibles until a further new postage fee is paid to have them redistributed to the correct address. Alternatively the buyer will be entitled to a refund at this point, minus the original cost to Chloe's Collectibles of the postage.

2. Tracking Your Order

Once your order has been shipped, you will receive a dispatch email and if tracked, a tracking number will be included. 

You can use this tracking number to monitor the status of your shipment. If you do not receive your tracking information or dispatch email, please reach out to us at contact@chloescollectibles.co.uk.

3. Returns and Exchanges

At Chloe’s Collectibles, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we accept returns and offer refunds, subject to the following conditions.

Eligibility for Returns:

• Refund request must be completed within 48 hours of receiving your order.
• All returns will be required to be sent back to us fully tracked and signed at the risk and cost of the buyer. 
• Items must be unused, unopened, and in their original condition (sealed packaging for cards and collectibles).
• After being provided with the tracking number and proof of posting, upon their safe return back to Chloe's Collectibles items will be fully refunded onto the method used  to originally pay. This refund excludes the original postage amount paid by Chloe's Collectibles to send the items. 

Return Process:
To initiate a return, please contact us at contact@chloescollectibles.co.uk with the following information:

• Order number
• Reason for the return
• Photos of the product (if relevant)
   

Once your return request is approved, we will provide you with the return shipping instructions. You will be responsible for the cost of return shipping unless the item was received damaged or defective.

Refunds:

• Refunds will be processed within 5-7 business days once we receive the returned item.
• Refunds will be issued to the original payment method used during the purchase.
• Shipping fees are non-refundable, except in cases where the return is due to an error on our part (e.g., incorrect or damaged item).
   

Exchanges:
At this time, we do not offer direct exchanges. If you wish to exchange a product, you will need to return the item for a refund and place a new order for the desired item.

4. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at contact@chloescollectibles.co.uk with the following information:

• Order number 
• Photos of the damaged or defective item
• A description of the issue
   

We will arrange a return or exchange at no additional cost to you. If the item cannot be replaced, we will offer a full refund.

5. Cancellations

If you wish to cancel your order, please contact us as soon as possible at contact@chloescollectibles.co.uk. If your order has not yet been shipped, we can cancel it and issue a full refund. If the order has already been dispatched, you will need to follow our returns process.

6. Customer Responsibilities

It is your responsibility to:

• Provide accurate and complete shipping information at the time of purchase.
• Ensure that someone is available to receive the delivery.
• Track your order once it has been shipped using the provided tracking number.
   

If you fail to receive your package due to incorrect address details, or if the item is returned to us due to failure to collect from the delivery service, you may be required to cover the costs of re-shipping.

7. Delayed Orders

Should an item be delayed beyond a reasonable time frame in shipping itself, Chloe's Collectibles will work on the behalf of the customer to seek compensation from the shipping company and pass this on to the customer should they be successful in the appeal. Normally 10 days has to pass before this is possible. No compensation is guaranteed in these instances. Should you be unhappy with a delay please contact us, or see the 'Returns' section above.

8. Contact Us

If you have any questions about our shipping or returns policy, please feel free to contact us:

Chloe’s Collectibles
📧 Email: contact@chloescollectibles.co.uk
🌐 Website: www.chloescollectibles.co.uk