FAQ

Frequently Asked Questions (FAQ)

1. What products do you sell?

We offer a wide range of hobby and Pokémon products, including:

  • Pokémon collectibles (figures, plushies, and accessories)

  • Trading cards (sealed and single cards)

  • Hobby items related to gaming, crafting, and other fan-based interests

  • Limited-edition items and exclusive releases

All our products are authentic and sourced from trusted suppliers.

2. Do you ship internationally?

Yes, we ship to both the United Kingdom and selected international locations. Shipping options will be displayed at checkout based on your location. International shipping may take longer, depending on customs and delivery conditions.

3. How long will it take to receive my order?

  • United Kingdom: 3–6 business days

  • International: 3–6 business days (may vary depending on destination)

Please note that these are estimated delivery times and may vary due to external factors, such as customs delays or carrier issues.

4. How do I track my order?

Once your order has shipped, you will receive an email with tracking information. You can use this tracking number to monitor the progress of your delivery directly with the carrier.

5. Can I modify or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible at yardout976@outlook.com. We process orders quickly, so we may not be able to make changes once the order has been shipped. However, we’ll do our best to assist you.

6. What is your return and refund policy?

We offer a 30-day return period for unused, unopened items. Please see our Return & Refund Policy for full details, including eligibility and the return process.

Please note that sealed Pokémon cards and collectibles may not be eligible for return once opened, for hygiene and authenticity reasons.

7. How secure is my payment information?

Your payment information is securely processed using Shopify’s encrypted payment system. We do not store your credit card details, and your personal information is protected throughout the entire transaction.

8. Can I use discount codes or promotions?

Yes! If you have a valid discount code or promotion, you can apply it at checkout. Be sure to enter the code before completing your order. If you have any issues with promo codes, please contact our support team at yardout976@outlook.com.

9. How do I contact customer support?

You can reach us through:

Our customer support hours are Monday to Friday, 9:00 AM to 6:00 PM (UK Time). We aim to respond to all inquiries within 3–6 business days.

10. Do you offer gift cards?

At this time, we do not offer gift cards. However, we may introduce them in the future, so stay tuned for updates!

11. Are your products officially licensed?

Yes! All our products are officially licensed and sourced from trusted suppliers. We only offer genuine Pokémon merchandise and authentic hobby products.

12. Can I pre-order products?

If we have pre-order options available for certain limited-edition or upcoming products, you will see a “Pre-order” button on the product page. Pre-order terms and expected shipping dates will be clearly listed.

Business Information

Store Name: FREZAA
Address:
45 York Grove
London, SE15 2NY
Email: yardout976@outlook.com