Shipping policy
Shipping
Items will be dispatched from Collector Vault within 48 hours of purchase, using the shipping service selected at checkout. This timeframe excludes weekends and UK bank holidays.
All shipments are tracked, and where applicable insured, using reputable courier services including Royal Mail, Evri, DPD and Yodel. Requests to understate item values for shipping purposes will not be accepted.
Domestic UK shipping costs vary depending on item size, value and the service selected at checkout. Shipping prices will be clearly shown before payment is completed.
Live Event Purchases
Items purchased during live events will be opened and handled as described during the event. These items will be dispatched within 48 hours after the specified event date, excluding weekends and bank holidays.
Estimated Delivery Times (UK)
- Royal Mail Special Delivery / Next Day services: 1–2 working days
- Royal Mail 1st Class: 1–2 working days
- Royal Mail 2nd Class / Standard services: Please allow 5–7 working days
Delivery times are estimates provided by the courier and are not guaranteed.
Undeliverable Orders
Any orders returned to Collector Vault due to an incorrect or incomplete delivery address provided by the customer will be held until further instructions are received.
Customers may either:
- Pay a new postage fee for re-delivery, or
- Request a refund minus the original postage cost incurred
Returns and Refunds
Due to the nature of the Pokémon Trading Card Game market, we are unable to accept returns on any cards, sealed product or collectibles once an order has been fulfilled. All card conditions are clearly described and photographed before listing and we encourage customers to ask any questions before purchasing.
We will always make it right if:
- You receive an item that is significantly not as described
- You receive the wrong item entirely
- Your item arrives damaged due to our packaging
In any of these circumstances please contact us within 48 hours of receiving your order with clear photos and we will resolve the issue promptly and fairly.
Cancellations
Orders may be cancelled at any time before dispatch for a full refund. If an order has already been shipped, please refer to the Returns and Refunds section above.
Delayed Orders
If an order has not yet been dispatched, customers may cancel at any time prior to shipping for a full refund.
If a dispatched order is delayed in transit beyond a reasonable timeframe, Collector Vault will work with the courier on the customer's behalf to investigate the issue. Compensation claims are subject to courier policies and are not guaranteed. In most cases, couriers require approximately 10 working days before a claim can be raised.
If you are unhappy with a delay please contact us and we will assist where possible.
Contact Us
If you have any questions regarding shipping, returns or refunds please contact us before making a purchase — we aim to respond to all enquiries the same working day.
Or via the contact form on our website.
