Help & FAQs

Yes, unless stated on the product pages.

We make it clear on the product pages by using the two character country code in the title, e.g. Japan = JP. We also include the country flag and language just below the product name.

If you realise after placing your order just click on the cancel order button straight after checkout or within your Account pages.

Just click on the cancel order button straight after checkout or within your Account pages.

Yes, unless stated otherwise on the product page.

Please reach out to customer support prior to placing your order to see if we can accommodate your request.

All of our boxes are sourced directly from official suppliers and are shipped factory-sealed and untampered. Variation in card pulls is a normal part of the official product distribution, and specific pulls cannot be guaranteed.

Please note that the information below is based on normal delivery conditions and is meant as a guideline only. External factors (like apocalyptic weather, postal strikes, or the occasional global pandemic) may still delay your order beyond our control - even we can't control the weather gods!

• UK Orders placed with our standard FREE delivery are sent via Royal Mail Tracked 48 service. This service usually takes 2-3 days from despatch. Please check with Royal Mail for any potential delays in their system.
• Options to upgrade to Royal Mail Tracked 24 service, or courier are also available at an additional cost if you need your collectables fix sooner.
• If your order is over £150 we'll send it via courier service which will usually arrive the next working day - note it will need a PIN code to ensure it doesn't get left out in the cold!
• International shipping is not currently offered.
• Shipping estimates are provided at checkout and full shipping details can be found in our Shipping Policy.

Orders are only despatched from our warehouse Monday-Friday*. An order cut-off time for same day despatch will be displayed on the product page.
(* Excluding UK public holidays)

If your order hasn't arrived by the expected delivery date, don't panic just yet! We'd recommend first checking the status of your delivery using the tracking reference in your dispatch confirmation email. It's also worth checking with your local sorting office to see if delivery was attempted, or asking your neighbours if they've become temporary guardians of your collectable goodies.

On the odd occasion small delays can occur in the postal service so we would advise waiting a few more days after the expected delivery date.

Sometimes packages take a little longer than expected, and very very occasionally they get lost in the postal system. Here's how to track down what's happening with your order!

1. CHECK THE STATUS OF YOUR ORDER

Orders for items that are in stock are usually dispatched within 24 hours. You can check your order status by checking your account to see when or if your item has been sent out.

Your item may not have been dispatched yet for these reasons:

• It's a Pre-Order - If you've ordered something before its release date, we'll send it as soon as it becomes available.
• Item on order - Some items are marked as 'usually dispatched within 2-3 days' or 'usually dispatched within 5-7 days'. These are estimated delivery times from our supplier to us. Once we receive the items, we'll update your order status and get them sent out.
• Payment issues - If there's a problem processing your payment, we'll email you about it.
• Item temporarily out of stock - If an item goes out of stock, we'll restock it and send yours out as a priority when new stock arrives.

2. WAITING FOR YOUR ORDER TO ARRIVE

ROYAL MAIL - Most orders are sent with Royal Mail - you will be sent your tracking number on despatch. If it hasn't arrived yet:

• Check the tracking - Use the link in your dispatch confirmation email.
• Less than 5 working days since it should have arrived? - Hang in there! It's probably on its way but may have been delayed by an incomplete address, missing postcode, or other circumstances.
• 5 to 9 days since it should have been delivered? - Royal Mail officially classes this as delayed. They recommend:
  - Checking with neighbours to see if a parcel was left with them
  - Looking in any "safe places" where mail might be left if it can't fit through your letterbox
  - Contacting your local sorting office to see if the item has been returned as undelivered
  
• 10 days have passed since posting? - Royal Mail now classes your item as lost, and we'll either send you a replacement or give you a refund.

DPD - If you selected courier delivery your items will be sent via DPD. You will receive the tracking number on despatch of your order. If your order hasn't arrived yet:

• Check the tracking - Use the link in your dispatch confirmation email.
• More than 72 hours since it was despatched? - Please notify our team immediately if your order has not arrived in this time period. As this is a fully tracked service, we can investigate any DPD order with DPD, that has not arrived after this time (Timescale excluding Sundays and Bank Holidays) Please note DPD has a short window for investigations and any claim raised after that time may be rejected.

3. CONTACT US

Once you've checked the previous steps and your order is officially lost, please contact us with your order number and confirm that you haven't received the item. We'll either send a replacement or process your refund, and we'll follow up with Royal Mail/DPD using your message as evidence.

To check the status of your order (aka see where your collectable goodies are hiding), click here.

Our standard delivery service is provided by Royal Mail.

We have options to upgrade to a courier service which is provided by DPD. High value orders over £150 will require a PIN code for delivery.

All orders over £20 are delivered to the UK for FREE. Pricing for orders below that threshold and charges for upgraded shipping services can be viewed in our Shipping Policy.

Absolutely! All upgrade options to keep your collectables safe and sound can be found in our Shipping Policy.

We currently ship to the UK only.

If you have an account with us and you were logged in when you placed your order, you might be able to cancel your items from your Account pages - but you'll need to be quick - once your order hits our warehouse, it's like trying to catch a Pokémon that's already fled.

Upon a successful cancellation, it may take 3-5 working days for your bank to return your money (they're not quite as speedy as us!). If you placed the order as a guest, contact us immediately and we'll do our best to catch your order before it heads out!

If your order has already started processing in our warehouse, the cancellation window has unfortunately closed.

To check the status of your order, please login to your account to view the details and track your order. On despatch we will also send you an email that will include a tracking number and clickable link so you can see where your parcel is at all times.

There's two main reasons.

If we have enforced an order limit on a specific product to allow all customers a fair chance to get their hands on a rare item we will cancel attempts to get around this limitation.

The other reason is like due to payment processing, so we had to cancel it on your behalf. Since we can't update payment details once an order is already in motion, you'll need to pop back and place a fresh order with us. We know it's a bit of a hassle, but we promise it'll be worth it! Thanks for bearing with us! 

Don't panic though – it doesn't necessarily mean you have insufficient funds to pay for the order. Below are some common reasons to help identify the issues and they can usually be quickly fixed.

CREDIT/DEBIT CARD

If you are using your credit/debit card via our standard checkout method, please check that following details:

• You have entered the credit/debit card number correctly
• The name entered matches name of the cardholder
• The billing address entered matches the address registered to the card
• If placing a high value order e.g. for a console please include a contact telephone number (preferably a landline)

Our payment processor performs various checks to protect from fraudulent transactions. Although these checks can seem inconvenient when a legitimate order has been rejected, they are there to protect us - and more importantly our customers - from online fraud.

SUGGESTIONS FOR RESOLUTION

1. While we allow for the shipping address to be different from the billing address when placing an order, this can heavily weigh toward a suspected fraudulent transaction. We recommend that your billing address and shipping address are the same when placing an order.
2. Use an alternative payment method. We provide an alternative way to pay using the well known and trusted payment processor: PayPal.
3. If you are still unsure why your order was cancelled, please contact our Customer Services team who will be happy to help.

PAYPAL

If you are using PayPal, we will use the information we receive from PayPal when processing your order to protect from potentially fraudulent transactions. Although these checks can seem inconvenient when a legitimate order has been rejected, they are there to protect us - and more importantly our customers - from online fraud.

Having an unverified account and/or unconfirmed address with PayPal can sometimes indicate a suspected fraudulent transaction. We recommend verifying your account AND confirming your address with PayPal, for the most convenient and secure experience when using this payment method.

Please check the following details:

• Your PayPal account is verified. For more information, click here.
• Your address is confirmed through your PayPal account. For more information, click here.

SUGGESTIONS FOR RESOLUTION

1. Please update your PayPal account to become verified, and/or confirm your shipping address through PayPal before placing an order. For information on updating your PayPal account, please visit the PayPal website.
2. Use an alternative payment method. You can quickly and securely checkout using your credit/debit card.
3. If you are still unsure why your order was cancelled, please contact our Customer Services team who will be happy to help.

Your shipping address is a key part of our security checks to make sure everything's safe and sound. For this reason, we usually can't swap your shipping address to a different street address once it's locked in. The order would need to be cancelled before dispatch and placed again with the correct address.

If you've made a mistake with your shipping address (missing house number, incorrect postcode, etc.) and your order hasn't left our warehouse yet,  cancel your items from your Account pages immediately! We'll do our best to catch it before it heads out with our next order collection. If it's already on its way, we'll have to wait for it to bounce back from the wrong address before we can send out a replacement or refund.

We're always up for a good pokemon chat, but when it comes to orders, we're a website-only kind of crew! All orders must be placed online - think of it as your one-stop card shop!

If you have any questions, concerns, or feedback, please contact us. We aim to respond within 24 hours (usually much quicker). Please note that messages sent after 5pm Friday will be answered the following Monday.

We're also available on live chat - use the green icon towards the bottom right to speak to us (not a robot)!

Our customer service team is available from 8am to 5pm, Monday to Friday (excluding public holidays).

We look forward to getting back to you shortly!

Good news! Your pre-order goodies are scheduled to leave our warehouse just in time to land on your doorstep for the official release date. We've got the timing down to a science but expect a despatch email the day before release date!

Unfortunately, we do see delays from manufacturers (affecting all retailers) with collectable figures and plushies. This means the original estimated release dates can be pushed back significantly. If your item is delayed, we will dispatch it as soon as the stock finally arrives at our warehouse. Please check on the relevant product page on the website for updated release dates.

Items will be shipped separately near to each release date.

The full amount will be taken immediately at checkout unless you choose a Pay in 3 option (such as Klarna or PayPal Pay in 3), in which case we’ll only take the first instalment at checkout, with the remaining payments taken automatically later.

No pre-order price promise is available on our Collectables site. But be sure to lock in your pre-order on those rare to find collectables before they're gone!

If you have an account with us and you were logged in when you placed your order, you might be able to cancel your items from your Account pages  - but you'll need to be quick - once your order hits our warehouse, it's like trying to catch a Pokémon that's already fled.

Upon a successful cancellation, it may take 3-5 working days for your bank to return your money (they're not quite as speedy as us!). If you placed the order as a guest, contact us immediately and we'll do our best to catch your order before it heads out!

If your order has already started processing in our warehouse, the cancellation window has unfortunately closed.

Changed your mind? No problem! You can return your products within 14 days of
purchase for any reason.

Please be sure to fully read our Returns Policy before returning your order, and please contact us so that we can give you all the correct information and add the item to our returns tracker.

We're sorry to hear your order didn't arrive with you in perfect condition. Please contact us as soon as possible explaining the damage one of our customer service team will be in touch. We may ask for a photographs of the damage to speed up the refund/replacement process for you.

Please note, you must inform us within 30 days of the date you received the damaged item. If you fail to take reasonable care of the goods before they are returned to us, and this results in further damage or deterioration, we will charge you for the reduction in value.

We're sorry to hear there's been a mistake with your order. Please contact us as soon as possible with your order number and details of what you have received and one of our customer service team will be in touch. Rest assured, we will get the correct item(s) to you as quickly as possible.

Please note, you must inform us within 30 days of the date you received the incorrect item. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

On receipt of your authorised return, we will process your refund within 2-3 working days. Please note, this does not include your bank's processing time. On the date the refund is completed, we'll send you an e-mail message confirming the date and amount.

Please check with your bank if the refund has not appeared within 10 days of that email.

Refunds can only be made to the original payment method used for the purchase.

Click here for our full Returns Policy.

The full amount will be taken immediately at checkout unless you choose a Pay in 3 option (such as Klarna or PayPal Pay in 3), in which case we’ll only take the first instalment at checkout, with the remaining payments taken automatically later.

Ah, if only we had a magic wand for this one! Unfortunately, once an order is locked and loaded, we can't swap out the payment method. You'll need to cancel your current order and place a fresh one with your new payment details. It's a bit of a dance, but that's the only way to make the switch!

We want your online shopping to be worry-free, so all of the checkout process is encrypted using the latest standards. We use trusted payment gateways to process your credit card or PayPal payment. We do not store your credit card information on our servers.

We've been selling a growing range of collectable items on our main TGC website for a while. With more products being added it just made sense to split the product ranges, so if you're looking for video games, consoles and accessories just jump back The Game Collection. If you're interested in card collecting, table top games, figures and other merch TGC Collectables is now the place to go. We'll be continuing to add more and more stock over the coming months so be sure to keep checking back.

Sorry we are not currently able to offer Reward Point spending or earning on TGC Collectables.

Absolutely, our same knowledgeable teams are operating in the background along with some added expertise in all things collectable. We'll also be taking extra care in the packing department with new packaging to ensure your collectable items are safely protected during transit.

Our main site and new TGC Collectables site are completely separate, so you'll need to login to each individually to view past orders.