FAQs
📦 Orders & Shipping
Q: Where do you ship to? A: We currently ship within the UK only. We do not offer international or worldwide shipping at this time.
Q: How long will it take to receive my order? A: Orders are processed within 1–3 business days. Once dispatched, delivery takes 4–7 business days. Your total estimated delivery time is 5–10 business days from the date of purchase.
Q: Will I receive a tracking number? A: Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information so you can follow your order every step of the way.
Q: Can I change or cancel my order after placing it? A: If you need to make changes or cancel your order, please contact us immediately at contact@foilvex.shop. We will do our best to accommodate your request, however once an order has been dispatched it can no longer be modified or cancelled and must go through our returns process.
Q: What happens if my order is delayed? A: While we always aim to meet our estimated delivery times, occasional delays may occur due to carrier issues or high demand periods. If your order is significantly delayed, please contact us at contact@foilvex.shop and we will investigate on your behalf.
🔄 Returns & Refunds
Q: What is your return policy? A: We offer a 30-day money-back guarantee on all orders. If you are not satisfied with your purchase, you can request a return within 30 days of receiving your item. Items must be in their original condition and packaging.
Q: How do I request a return or refund? A: All return and refund requests must be submitted by email at contact@foilvex.shop. Please include your order number and the reason for your request. Our team will get back to you within 1–2 business days with further instructions.
Q: How long does it take to receive my refund? A: Once we receive your returned item and verify its condition, your refund will be processed within 7 business days. You will receive an email confirmation once your refund has been issued. Please allow additional time for your bank or payment provider to reflect the amount.
Q: Do I have to pay for return shipping? A: No. Return shipping is completely free of charge. We will provide you with the return address and all necessary details once your return request has been approved.
💳 Payment
Q: What payment methods do you accept? A: We accept Visa, Mastercard, American Express, Cartes Bancaires, Shop Pay, Apple Pay, PayPal Wallet, and Klarna.
Q: Is it safe to pay on your website? A: Absolutely. All transactions are processed through secure, encrypted payment gateways. We do not store your payment details on our servers. Your financial information is handled directly by our trusted payment providers.
Q: Do you offer Buy Now, Pay Later? A: Yes. We offer Klarna as a flexible payment option, allowing you to split your purchase into instalments. Klarna's own terms and conditions apply. Please refer to Klarna's website for full eligibility details.
Q: What do I do if my payment fails? A: Please verify that your payment details are correct and that your card or account has sufficient funds. If the issue persists, try an alternative payment method or contact your bank. You can also reach us at contact@foilvex.shop for further assistance.
🃏 Products
Q: Are your Pokémon TCG products authentic? A: Yes, all products sold on Foilvex are 100% genuine and sourced from trusted and verified suppliers. We do not sell counterfeit or replica items of any kind.
Q: Are your products in stock? A: All products listed on our website are available in stock. In the rare event that an item becomes unavailable after your order is placed, we will notify you immediately and offer a full refund or an alternative product.
Q: Do you restock sold out products? A: Yes, we regularly restock popular items. If a product you are looking for is currently unavailable, feel free to contact us at contact@foilvex.shop and we will let you know when it is back in stock.
👤 Account & General
Q: Do I need an account to place an order? A: No, you can check out as a guest without creating an account. However, creating an account allows you to track your orders and manage your details more easily.
Q: How can I contact customer support? A: You can reach our customer support team by emailing contact@foilvex.shop. We aim to respond to all inquiries within 1–2 business days, Monday to Friday, 9:00 AM – 6:00 PM.
Q: Is my personal information safe with you? A: Yes. We take your privacy seriously and handle all personal data in accordance with our Privacy Policy. We never sell or share your information with third parties for marketing purposes.