FAQ

Answers to the questions we are asked most. Anything else, email contact@halalplug.com.

Products and authenticity

Is everything you sell authentic and factory sealed?

Yes. Every item we sell is factory sealed and brand-new in its original packaging. If an item is not genuine, is not the set, product type or language described, or arrives with a broken, resealed or tampered seal, that is ours to put right. See our Returns & Refunds policy.

Do you weigh or search boxes?

No. We do not weigh, search, open or reseal product at any stage.

Can you guarantee what cards are inside?

No. Cards are randomised by the manufacturer, and we have no control over the contents of sealed product.

Will the packaging be in mint condition?

We do not sell products as graded or guaranteed mint-condition packaging. Light shelf wear to outer packaging is normal for sealed product. If packaging condition matters to you, contact us before ordering and we will describe the specific item.

Are you connected to The Pokémon Company?

No. HALAL PLUG is an independent retailer and is not affiliated with, endorsed by or sponsored by The Pokémon Company, Nintendo, Creatures Inc. or GAME FREAK inc. Product names are used only to identify the genuine products we sell.

Delivery

How much is UK delivery?

Standard £4.99, Express £8.99, and free on orders over £100. Full details are in our Shipping & Delivery policy.

When will my order arrive?

We dispatch Monday to Friday, excluding UK bank holidays. UK orders generally arrive within 3 working days; international orders usually take around 7 working days. These are estimates, not guarantees. You will receive tracking by email when your order leaves us.

Is delivery tracked and insured?

Yes. All orders are dispatched tracked and insured, and some may need a signature on delivery. Until your order is delivered, it remains our responsibility.

How do you pack orders?

Booster boxes and Elite Trainer Boxes go out in fitted protective packaging, so nothing moves around inside the parcel.

Do you ship internationally?

Yes, to the countries listed at checkout. Delivery is £39.99 to Europe and £29.99 to most other destinations. Import duty or tax may be charged by your country on arrival and is not included in our prices.

Can I change my delivery address?

Addresses cannot be changed once an order is placed. Email contact@halalplug.com straight away with your order number: if the order has not been dispatched, we will cancel and refund it in full so you can reorder.

Returns and pre-orders

Can I return an item?

You can return any unopened, sealed item within 14 days of delivery for a full refund, with no restocking fee. For change-of-mind returns you pay the return postage. Where an item is faulty, damaged, incorrect or not as described, we cover return postage and refund in full. Email returns@halalplug.com with your order number to start a return.

How do pre-orders work?

We take payment when you order to secure your allocation. Pre-orders ship after the manufacturer's release date, which can move. You can cancel any time before dispatch for a full refund. Orders that mix pre-order and in-stock items are sent together unless you ask us to split them.

Contact

Email contact@halalplug.com and include your order number in the subject line if your question is about an order.