Shipping and returns

Destinations, carriers and charges

We ship to Italian addresses accepted at checkout. We may use GLS, BRT/Bartolini or SDA/Poste according to the service specified for the particular order. Checkout shows the available method and price before payment. One shipping charge applies to the order only when the method is compatible with every item.

Optional transport insurance, where offered, is a separate choice with its price shown before confirmation. Declining insurance does not reduce the seller's legal responsibility for delivery or your statutory remedies.

Preparation, dispatch and tracking

For goods ready in stock, our target is handover to the carrier within 24 business hours after confirmed payment and provision of tracking within 48 business hours. The product-specific dispatch estimate takes priority, including the standard 1–2 business-day estimate where shown. Dispatch means handing the parcel to the carrier; it is not the delivery date.

Preorders are dispatched when available or according to the expected date shown. Mixed orders are sent together once every item is ready, using the latest estimate where all dates are known. Weekends, public holidays and notified closures can affect preparation and transit. Tracking updates depend on carrier scans and can appear after the tracking number is issued.

Delay, loss or damage in transit

For a carrier offered by us, responsibility for loss or damage remains with the seller until you or a person designated by you, other than the carrier, physically receives the goods. The legal exception concerns a carrier independently commissioned by the consumer and not offered by the seller. Any insurance or carrier investigation is additional to your rights against us.

Our packing procedure uses sealed parcels and a record, including video, of preparation for each order. If a parcel arrives open, marked or damaged, report it to [email protected] and, where possible, retain the packaging and send useful photos of the parcel, label and goods. We use packing records and carrier information to investigate and pursue any claim against the carrier; the absence of photos or an unboxing video does not forfeit statutory rights. No short reporting deadline replaces the time limits set by law.

Unless a different delivery period is agreed, delivery is due without undue delay and within 30 days of the contract. If the applicable period is missed, you may set an appropriate additional deadline and terminate the contract if delivery still does not occur; immediate termination remains available in the cases provided by law. An unknown preorder date or a revised estimate does not remove these remedies.

Voluntary returns of sealed products

Outside statutory rights, any additional return we expressly agree as a courtesy is limited to intact, unused and untampered products with their original seals, contents and packaging. Opened booster packs, boxes and other TCG products are not eligible for this voluntary concession. No additional return period or automatic right of exchange is promised.

These voluntary conditions do not govern statutory withdrawal, faulty goods, wrong items or damage for which the seller is responsible. The rules below continue to apply to those cases.

Consumer withdrawal within 14 days

Unless a specific legal exception applies, you may withdraw without giving a reason within 14 days from the day you or your designated recipient, other than the carrier, receives the goods. For several goods in one order delivered separately, the period begins when the last good is received. You may communicate withdrawal before delivery as well.

Send a clear withdrawal declaration to [email protected] or to InCloud S.r.l. / PokeShop.it, Via Caselline 633, 41058 Vignola (MO), Italy. You can also use the dedicated Withdrawal function linked in the footer: review the declaration, confirm submission and download its receipt. An account, a support ticket, a particular form or our prior approval is not required for a valid declaration sent by another available means.

Send your declaration before the deadline and retain evidence of sending. The online function records the declaration and provides a receipt with its contents, date and time; the acknowledgement email is handled separately. An email delivery problem does not invalidate a declaration already received and recorded.

How to return goods and receive a refund

After you communicate your withdrawal, we provide the return address and arrange the return with you; if you have not received it yet, write to [email protected]. Return the goods to the address provided without undue delay and within 14 days after communicating withdrawal; prior approval is not required for valid withdrawal and does not extend our response or refund obligations. The deadline is met when the goods are sent within that period. Use suitable protective packaging and include the order reference so we can identify the return.

For withdrawal due to a change of mind, you pay the direct cost of returning the goods. We bear the necessary return costs for a confirmed lack of conformity, wrong item or damage for which we are responsible; contact support to arrange the appropriate return. We do not impose a separate restocking or return-administration charge.

For statutory withdrawal, we refund payments due under the law, including the cost of the least expensive standard outward delivery offered and mandatory order handling costs, without undue delay and within 14 days of receiving the declaration. Extra costs for a more expensive delivery option expressly chosen by you need not be refunded. Unless we offer collection, we may withhold reimbursement until the goods are received or you provide evidence of sending them, whichever happens first. Refunds use the original payment method unless you expressly agree otherwise without additional cost.

Opened TCG products and diminished value

Opening a collectible or TCG product does not automatically exclude statutory withdrawal. However, you are responsible for any actual loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, where the required withdrawal information has been provided.

For sealed products with random contents, opening, removing seals, using cards or altering contents can substantially affect resale value. Any reduction is assessed individually and documented against the actual loss attributable to that handling; it is not a fixed percentage or an automatic penalty for opening. It can reach the entire value of the affected goods only if that entire loss is actually demonstrated. Where the required withdrawal information was not provided, no such reduction is chargeable.

Faulty goods and legal guarantee

For a product that is faulty, damaged on delivery, incomplete or different from the description, contact the seller at [email protected] with the order reference and details. The legal guarantee covers a lack of conformity present at delivery that becomes apparent within two years. The seller, not only the manufacturer or carrier, is responsible for the remedies.

Repair or replacement is available without charge under the conditions established by law. A proportionate price reduction or termination is available where the statutory conditions are met. Necessary shipping costs for these remedies are borne by us. Opening packaging to discover a defect does not remove the legal guarantee.

Model withdrawal declaration and assistance

To: InCloud S.r.l. / PokeShop.it, Via Caselline 633, 41058 Vignola (MO), Italy; [email protected]. I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [goods and, if available, order reference]. Ordered on [date] / received on [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature of consumer(s), only if submitted on paper: [signature]. Delete whichever does not apply.

The model is optional: any unequivocal withdrawal declaration is sufficient. For help, write to [email protected] or contact +39 324 602 6410 on WhatsApp, Monday to Friday, 11:00–12:30 and 16:00–18:00, Europe/Rome time, excluding public holidays. Support hours do not change legal deadlines.