Shipping & Returns

Return window

You have 14 days from the date your order is delivered to request a return. If 14 days have passed since delivery, we are unable to offer a refund.

All return and refund requests are reviewed on a case-by-case basis, and we reserve the right to approve or reject any return or refund request once the item is received and inspected.

​

Return eligibility

To be eligible for a return, your item must be:

• Unused and unopened

• In the same condition as when it was sold

• Returned in its original packaging

We do not accept returns due to a price reduction on an individual item.

​Due to the nature of booster packs and potential tampering (for example, by weighing, scanning, or searching), all purchases of booster packs are final and cannot be returned or refunded under any circumstances.

All purchases of digital downloads are final and cannot be refunded under any circumstances.

​​

How to request a return

To complete your return request, we require:

• A receipt or proof of purchase, and

• Your order number

Please contact our Customer Service team at orders@cardzio.co.uk. If your order is eligible, we will provide return instructions.

 

Refunds (if applicable)

Once your return is received and inspected, we will email you to confirm receipt and notify you whether your refund is approved or rejected. We reserve the right to reject any return or refund request after inspection.

If approved, your refund will be processed for the full amount and automatically applied to your original payment method within a certain number of days.

​

Please note:

• Only regular-priced items are eligible for a refund.

• Sale items are non-refundable.

 

Return shipping

• You are responsible for return shipping costs.

• Shipping costs are non-refundable.

​

Damaged items

While we take great care when packing orders, damage can occasionally occur during transit. If your item arrives damaged, please:

• Contact us at orders@cardzio.co.uk as soon as possible.

• Take clear photos of the outer shipping box, including the shipping label.

• Take clear photos showing the damage to the item.

• Do not open the damaged product, as we may need it returned in order to arrange a replacement.

If you suspect damage before opening the parcel, take a photo of the unopened package for additional evidence.

These photos are essential for us to submit a claim with the courier. Without them, we may be unable to raise a courier claim.

Damage must be reported within 7 days of delivery. Reports received after this timeframe may not be eligible for support.

​

Lost items

We understand how frustrating it is when a parcel is delayed or lost. If your parcel has not been received, please contact us at orders@cardzio.co.uk.

Please be aware that we will not be able to escalate the case to the courier until 10 working days after the expected delivery date, as it is the timeframe required by Royal Mail.

Once escalated, Royal Mail will begin an investigation to locate the parcel.

Courier investigations can take time, depending on the complexity of the case. We cannot issue a refund or replacement until the investigation is completed and a decision has been made.