Returns

We want you to be over the moon with your order — but if something’s not quite right, don’t worry, we’re here to help.

Returns & refunds

Changed your mind? No problem. You’ve got 30 days from the delivery date to send it back. Just make sure it’s unused, in its original packaging, and looking as fresh as the day it arrived. If it’s had a bit too much of an adventure, we won’t be able to take it back.

Just a quick one: if you’re returning something because you’ve changed your mind, the return postage is on you, and any postage you paid on the original order is non-refundable.

How to return an item

  1. Drop us a message — email hello@neocards.co.uk with your order number and the reason for your return.
  2. Pack it up safely — pop it back in its original packaging so it stays snug and secure on the journey back to us.
  3. Post it back — we’ll send you the return address. You’ll need to cover the return postage (unless the item is incorrect or faulty — then it’s on us).

We’d recommend using a tracked service for returns, just to be on the safe side. Until your return reaches us, you’re in charge of it, and we wouldn’t want it going missing — we all know what couriers can be like. If it gets lost in the post we won’t be able to offer a refund or exchange, so a tracked service helps make sure it gets back to us safely.

Refunds

Once your return arrives and we’ve given it a quick check, we’ll process your refund within 5–7 working days, straight back to your original payment method. If it’s not showing up after a week, give your bank a little nudge.

Exchanges

Prefer a swap instead of a refund? Easy. Just let us know what you’d like instead and we’ll take care of it. If the new item costs more, we’ll send you a payment link for the difference. If it’s a bit cheaper, we’ll refund you the extra.

Faulty or incorrect items

If we’ve made a mistake (sorry!) or your item arrives looking a little worse for wear, we’ll fix it at no cost to you. Just send us a quick snap of the issue and we’ll sort out a replacement or refund — whatever works best for you.

Just a heads-up: if your order arrives damaged, please let us know within 24 hours of delivery, otherwise we might not be able to help.

A few things we can’t take back

We can’t accept returns on opened trading card game (TCG) products, including booster packs, decks and sealed boxes — once they’re opened, they’re yours to keep. This keeps things fair for everyone and prevents any mix-ups with tampered products.

Order cancellations & amendments

Had a change of heart? No problem. If your order hasn’t been dispatched yet, we can cancel it for you free of charge — just drop us a message via the Contact page or email hello@neocards.co.uk and we’ll sort it out. If it’s already on its way, you’ll need to return it instead — just follow the returns process above.

Got questions? Need help? Just fancy a chat? Get in touch — we’re always happy to help.