Delivery and Returns


A maximum of five days after the order has been registered may be required to ship the order. The ordered product is shipped by post to the delivery address specified by the customer.

Delivery times are between 3 and 20 working days depending on the type of delivery chosen by the customer. As of May 19, 2021, only priority delivery is available due to the shortage of flights from Japan. The average time for delivery is 8 days.

To allow Poké to fulfill its delivery obligation, the customer must ensure that the information provided is accurate and complete. It must indicate in particular the street number, the building number, the staircase number, the entrance access code if necessary, the name and first name of the recipient and his telephone number.

The company Poké responds to any imputable and proven lack of conformity existing at the time of delivery.

The buyer must check the conformity of the package delivered upon receipt.

He will have the right to refuse the delivery if it appears to him to be manifestly non-compliant. In the event that the package or its contents appear damaged, written complaints must be done with the carrier. He will have the choice, either to return it to the company Poké for standard exchange or to request a refund of the price paid and in which case, he will have to communicate his credit card number.


If the buyer wishes to return an order, he must first contact the customer service at the following address:

The customer relations department will then explain the process.

The customer must specify the reason for his return, the reference of the item and the number of his order.

In any event, the buyer has 14 working days from delivery to request the exchange or the full or partial refund of his order.

Return costs are the customer's responsibility.

The buyer's right to refund or exchange is only valid for items that are unworn and returned in their original packaging. In the event of a request for a refund of an item that has benefited from free or reduced shipping costs, the shipping costs at the current rate will be deducted from the amount of the refund.

The participation costs to the order's shipping are eligible to refund for deliveries in the United Kingdom and the rest of the world.

In the event of a refund, the customer will be refunded by transfer within 30 days after receipt of the product by Cartespoké


If the product arrives damaged at your home, or does not contain the expected content, contact this site support immediately. We will find a solution with you.

Please understand that without proof that the package was damaged during transport, or missing, we cannot issue a full refund.

It is possible that the British postal services lose your package on the way. It's very rare, but it does happen. In this case, please contact us by e-mail to find a solution.

However, we at put customer satisfaction above all. We will take care of your issue and in the vast majority of cases, a refund is made immediately, if you decide not to receive a new package with identical products.


We promise to reimburse customs fees if there are any. Be careful, many malicious people can get their hands on your data once the package is in your country, and try to cheat you.

The customs are to be paid only on RECEPTION OF THE PACKAGE by card or cash to the customs services or one representative. If you have to pay, please keep and send us the proofs necessary for reimbursement:

  • Package Number
  • Date
  • Name and first name of recipient/representative
  • Paid Amount

Customs reimbursement will be made by PayPal, bank transfer or via a voucher on our site.