FAQ
Orders:
Can I cancel my order?
We understand that plans change! You can alter or cancel your order free of charge up until the point of dispatch. Once an order is dispatched, cancellations may incur a fee as detailed in our refund policy.
What if I want to speak to someone?
We’re here to help! If you have any questions, concerns, or feedback, please contact us at info@pixel-hub.co.uk or use our Contact Us page. We aim to respond within 48 hours (inquiries received on Fridays may be answered the following Monday).
What payment methods can I use?
We accept Visa, Mastercard, Amex, Shop Pay, Apple Pay and Google Pay.
Ordering in-stock items and pre-order items?
If your order contains both in-stock and pre-order TCG items, we’ll securely hold your available items until the pre-orders are ready for dispatch. For faster delivery of in-stock items, we suggest placing separate orders.
Shipping:
What countries do you ship to?
We currently ship exclusively within the United Kingdom and Northern Ireland. For enquiries about international shipping, please contact us.
How long will it take to receive my order?
Your order is processed within 1–2 working days. Once dispatched via our standard service, delivery typically takes 3–5 working days.
How will my order be packaged?
Your TCG items are carefully packaged in high-quality, secure packaging with protective materials to ensure they arrive in pristine condition.
What couriers do you use?
We use DPD, UPS & Royal Mail when shipping orders all our domestic orders within the UK. Please refer to our Shipping Policy for further details.
What condition will my order arrive in?
All our TCG items arrive in brand new, factory-sealed condition. If you notice any issues with the packaging or the condition of your item, please contact us immediately.
Returns & Refunds:
My order hasn't arrived?
To check your order status, please log in to your Pixel-Hub account and navigate to the 'Orders' section. Once dispatched, you'll receive a tracking number via email. If you need further assistance, please contact us.
How do I return a product?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.If you wish to request a return, please contact us at info@pixel-hub.co.uk. Full returns policy can be found here
How long will it take to receive my refund?
Once we receive and inspect your returned item, refunds will be processed within 10 business days. Please allow additional time for your bank to post the refund.
A sealed item is missing something?
Our TCG items are factory sealed and are shipped as received from the manufacturer. We inspect all incoming products for quality; however, if you notice any discrepancies with your sealed item, please contact our support team for assistance.