📦 Orders & Pre‑Orders

Q: Does a pre‑order guarantee the item on release day?
A: We aim to ship pre‑orders ASAP upon release. When you pre‑order, your card will be reserved and dispatched shortly after it arrives at our vault. If items sell out before stock arrives, we’ll notify you and offer a full refund or waitlist option.

Q: When is payment taken for pre‑orders?
A: Payment is processed at the time of order placement. Refunds are issued immediately if an item becomes unavailable.

Q: What if I order a mix of pre‑order and in‑stock products?
A: Your order will ship only when all items are available, to minimise shipping costs. Want items sooner? Place separate orders and we’ll combine future shipping where possible.

🚚 Shipping & Delivery

Q: Do you ship internationally?
A: Yes! We dispatch worldwide from the UK. Shipping rates and ETA are calculated at checkout based on destination.

Q: How long does delivery take?

• UK: 1–3 business days

• EU: 4–8 business days

• Rest of World: 7–14 business days (varies by customs)

All orders include tracking and require a signature on delivery.

Q: What if my order doesn’t arrive?
A: Contact us within 30 days of dispatch. We’ll investigate with the carrier and offer a refund or replacement once the delivery status is confirmed.

🔒 Authenticity & Packaging

Q: Are your products genuine?
A: Absolutely—every item is sourced from licensed distributors or verified collectors. We guarantee 100% authenticity.

Q: How do you package fragile or premium items?
A: We use collector-grade protection, including bubble-wrap, sturdy mailers, card sleeves, and sealed cases. Graded slabs and rare cards receive additional protection to ensure they arrive in pristine condition.

💳 Payments & Pricing

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, and PayPal.

Q: Do I pay VAT or customs?
A: For UK & EU orders, VAT is included at checkout. Non-EU international orders may incur import duties or taxes upon delivery—these are the buyer’s responsibility.

🔁 Returns & Refunds

Q: What's your return policy?
A: We offer returns within 14 days of delivery on sealed/unopened products. Contact us before returning items—buyer covers postage unless the product is faulty or incorrect.

Q: How do I return an item?
A: Email us to request a prepaid label (UK only) or return instructions. Use secure shipping to protect the item—returns are fully inspected upon arrival before refunds are issued.

🛡️ Community & Account

Q: Can you notify me when a product is restocked?
A: Yes! Use the “Notify Me” button on any sold-out product page—our system will email you as soon as fresh stock arrives.

Q: What account benefits are there?
A: Account holders can track order history, save favorite products, easily reorder, and manage preorders—all in one place.

📝 General

Q: Do you buy cards from individuals?
A: Not at present. We source items only from licensed distributors or verified vendors to ensure product quality and authenticity.

Q: How can I contact customer support?
A:

• Email: support@vaultedcollectables.com

• Phone: +44 20 7946 0000 (Mon–Fri, 9 am–5 pm BST)

• Social: Instagram/Facebook/Twitter @VaultedCollectables

Q: Where can I find updates, unboxings & exclusive drops?
A: Join our collector community on social media and subscribe to our newsletter for new unboxings, restock alerts, drop announcements, and giveaways.

📬 Click & Collect / Local Pickup

Q: Can I collect my order in person?
A: Currently, we operate as an online-only store. However, stay tuned—local pop-ups and trade events may offer this in the future!

🎁 Gift Orders & Wrapping

Q: Can I send an order as a gift?
A: Yes! You can ship to any address and include a gift note. While we don’t offer gift wrapping yet, we always pack items carefully without pricing info.

🧾 Invoices & Receipts

Q: Will I receive an invoice or VAT receipt?
A: Yes, a digital receipt is emailed to you after purchase. VAT invoices can be requested by contacting support.

🧑‍💼 Bulk or Wholesale Orders

Q: Do you offer wholesale pricing or bulk orders?
A: For large orders, retailers, or group buys, email us directly. We consider select B2B partnerships on a case-by-case basis.

🔐 Card Conditions & Grading

Q: How are single cards graded or described?
A: We use industry standards and our in-house experts to describe conditions (Near Mint, Lightly Played, etc.). Slabs are professionally graded by PSA, BGS, or CGC and always pictured clearly.

🏷️ Discounts, Vouchers & Promotions

Q: Do you offer promo codes or loyalty discounts?
A: We occasionally run exclusive discounts for newsletter subscribers and social media followers—subscribe to never miss one!

🕹️ Stock Updates & Product Requests

Q: An item I want is out of stock—what now?
A: Click "Notify Me" on the product page or contact us. We restock popular sets regularly and often take suggestions for what to carry next.

🛡️ Data Privacy & Security

Q: Is your website secure?
A: Yes, we use industry-standard encryption and secure payment gateways. Your data is protected and never shared.