Help Centre
Frequently Asked Questions
Everything you need to know about ordering, shipping, returns and our cards. Can’t find your answer? Email us at contact@tcgsmiths.com.
Ordering & Payment
How do I place an order?
Browse the store, add what you’d like to your basket and head to checkout. You’ll receive an email confirming we’ve received your order, and it’s accepted once payment has cleared and we’ve confirmed dispatch.
What payment methods do you accept?
We accept the payment methods shown at checkout. Payment is taken in full at the time of ordering, and all prices are in pounds sterling (GBP), including tax where applicable.
Is there an age requirement to order?
Yes — you must be at least 18 years old to place an order on our website.
Can I cancel or change my order?
If your order hasn’t been dispatched yet, email us as soon as possible at contact@tcgsmiths.com and we’ll do our best to help. As a UK consumer you also normally have 14 days from the day after delivery to tell us you want to cancel most items — see our Refund & Returns Policy for the details and exclusions (opened sealed product can’t be returned).
Why might an order be cancelled?
Very occasionally we may need to cancel an order — for example if an item is out of stock, there’s a clear pricing error, or payment can’t be processed. If that happens, you’ll always receive a full refund.
Do prices ever change?
Prices can change at any time — the TCG market moves quickly — but the price shown at checkout is always the price you pay.
Shipping & Delivery
Where do you ship?
We ship within the United Kingdom unless stated otherwise. All orders are picked, packed and dispatched from Leeds.
How quickly will my order be dispatched?
We dispatch orders as quickly as we can. Delivery times shown on the site are guides — occasionally postal delays or other issues outside our control can affect them.
How will my order be packaged?
Like collectors, because we are collectors. Singles are sleeved and protected, and sealed products are packed carefully so everything arrives in the condition it left us.
My parcel arrived damaged — what do I do?
Contact us within 48 hours of delivery at contact@tcgsmiths.com with your order number and clear photos of the item and packaging, and we’ll look into it straight away.
My order hasn't arrived — what should I do?
Email us at contact@tcgsmiths.com with your order number and we’ll chase it up with the courier for you.
Returns & Refunds
What is your returns policy?
As a UK consumer you normally have 14 days from the day after delivery to tell us you want to cancel for most items, then 14 days to send them back. Items must be unused and in the same condition as sent, and you cover return postage for change-of-mind returns. Full details are in our Refund & Returns Policy. Nothing in our policy affects your legal rights under UK consumer law.
Can I return sealed product I've opened?
No — once a sealed item (packs, boxes, ETBs and so on) has been opened it can’t be returned. Sealed items can only be returned if they arrive damaged or we sent the wrong item, and they’re still sealed and in the same condition as received.
What if a card isn't as described?
We check every card and describe it as clearly as we can. If you feel a card isn’t as described, contact us within 14 days of delivery with your order number and photos of the card front and back. We’ll review it and may offer a refund, a replacement (if available) or another fair solution.
I'm unhappy with my pulls — can I return the box?
We can’t accept returns based on the contents of sealed product — pulls and odds are down to the manufacturer, and we can’t guarantee what’s inside. That’s the gamble (and the fun) of sealed!
I received a faulty or incorrect item
Contact us as soon as possible — and within 14 days of delivery — at contact@tcgsmiths.com with your order number and clear photos. We’ll arrange a replacement if stock is available, offer a refund, or agree another suitable solution. If the problem is our fault or transit damage, we’ll usually cover reasonable return postage too.
When will I receive my refund?
Once we’ve received and checked your return, we’ll process the refund to your original payment method. See the Refund & Returns Policy for timescales.
Card Condition
What condition will my cards arrive in?
Every card is checked before it leaves us and described as clearly as we can, so what you see listed is what arrives. Singles are sleeved and protected for transit.
Why does the card look slightly different from the photos?
Slight differences in colour or shade can appear due to screens and lighting. If you think the difference is more than that, get in touch within 14 days and we’ll take a look.
What about factory flaws?
Small marks or printing flaws from the factory can occur even on cards pulled fresh from sealed product — that’s a manufacturer quirk rather than a condition issue. We’ll always aim to act fairly if you’re unhappy.
Are your cards genuine?
Yes — we only sell genuine Pokémon TCG product. Everything is checked by collectors who know exactly what they’re looking at.
Sealed Product
Are pulls or odds guaranteed?
No. Sealed products such as booster packs, boxes and ETBs are sold in the condition supplied by the manufacturer, and we can’t guarantee any particular pulls or odds inside.
What condition will my sealed product arrive in?
Sealed goods are sold as supplied by the maker, and we pack them carefully for transit. If anything arrives damaged, contact us within 48 hours with photos.
How do I hear about restocks and preorders first?
Join our mailing list — restocks, preorders and card show announcements go there first. We also post updates on our socials.
Stock, Requests & Community
I'm looking for something you don't have listed
Tell us! Use our Custom Request page and we’ll do our best to source it for you.
Can I see your full stock list?
Yes — request it via our Stock List Request page.
Where can I meet you in person?
At UK card shows! We’re regulars on the circuit — follow @tcg.smiths on Instagram for announcements, or read our story to see where we’ve been and where we’re heading.
Are you opening a physical shop?
That’s the plan — a brick & mortar TCG Smiths store is the end goal on our roadmap. Every order gets us a step closer.