Delivery and Returns Policy

Terrariums

All terrariums will be sent via Royal Mail Tracked 48 or Royal Mail international. Once a terrarium order has been placed, this will be fulfilled within 3 weeks (21 days). Postage within the UK is FREE however international postage has a flat rate of £13 per order. Your order should arrive within 3 working days of being sent.

Pokemon TCG

All products will be sent via standard delivery 'Royal Mail 1st Class' (£3.95), and will be despatched within 3 days (excludes terrariums) orders over £60 will qualify for free UK Delivery. Your order should arrive within two working days from being sent.

All orders can be cancelled or amended up until the point that the order has been fulfilled. Once the item has been sent, cancellations will no longer be accepted. Please contact Jamie@bespokemon.com for any cancellation or amendment queries. 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 


To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at jamie@bespokemon.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at jamie@bespokemon.com.

Delayed/Lost/Misrouted Orders

If there is an issue with an order that has not arrived when expected, a case will be opened by Bespokemon LTD with Royal Mail, and the customer will be updated throughout. If a claim is successful the funds will then be sent to the customer for reimbursement.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.