Return Policy

We want you to be completely happy with your purchase. If something isn't right, please get in touch and we'll do our best to sort it.

Returns

If you'd like to return an item, please contact us within 14 days of receiving your order. Items must be unused, in their original condition, and in their original packaging where possible.

Please note that as many of our products are handmade or made to order, we may not be able to accept returns on personalised or custom items unless they arrive damaged or faulty.

Exchanges

We're happy to exchange items where stock allows. Please reach out to us and we'll do our best to help.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us as soon as possible with a photo of the issue. We'll arrange a replacement or refund — no fuss.

Refunds

Once we receive your returned item and confirm it meets the conditions above, we'll process your refund within 5–7 working days. Refunds are issued to your original payment method. Please note that original shipping costs are non-refundable.

How to Get in Touch

Email us at mom@pokefam.uk with your order number and we'll take it from there.