Can i send you a cheque for the payment?

At the moment, we only take payments directly from the site with credit or debit cards.

Complaints

Please contact us stating your name and address using the (contact us box) in the contact us section on the site. All complaints will be dealt with in a fast and professional manor. Please allow 24 hours to receive an answer from our team and we hope that we can resolve the matter for you.

Do you send any confirmation emails?

You will receive an email immediately after you place your order. You will also receive an email when the goods have been shipped with details of the tracking number for your parcel (where appropriate). You must give a valid email to receive this notification.

How are the items delivered to us?

Our delivery matrix will automatically calculate the cheapest method of delivery for your order. We use 2 main services: Royal Mail Signed For and Federal Express. Our delivery matrix will base its calculation on the Country of delivery, and then the weight & value of your order.

How do I return an item?

Poker shop carefully selects its products and hopes you will be happy with your purchase; however there may be times when you feel you need to return an item to us.

Our return's policy is simple and the "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart, you can return it direct to us.

Unwanted Item/s: If within 30 days of ordering you are unhappy with your item/s you may return them to us; all goods returned must be unused and in perfect re-saleable condition (including product packaging, instructions, etc) for us to be able to refund any payment..
All you pay for is the return postage of the goods. Please email to inform us of your wish to return the goods, and we will allocate you a Returns Code, which you must include with the package to ensure we process your return as efficiently as possible. You must also include your original order number, with your name and address and a note explaining your reasons for the return.

Faulty Items: If you wish to return an item to us that is faulty, please contact us and we will arrange a refund or replacement. We will also reimburse you the cost of the return postage. Please do not send the item back to us before contacting us first; we must be notified so we can advise you on the best action to take. When you contact us we will issue you a Returns Code which you must include with the package to ensure we process your return as efficiently as possible

Returns address:
Pokershopuk, 4 Parr Road, Stanmore, Middlesex HA7 1QP

Please note that you will be responsible for the item/s until they reach us. For your own protection, we suggest you use a secure dispatch method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery).

These terms do not affect your statutory rights.

How long does it take for items to be delivered?

You can expect to receive them at the latest around 1-2 weeks from the date you placed your order. We dispatch all orders within 72 hours frrm receiving your order.

I have not received an email after confirming my order. Has there been a problem?

Please contact us stating your name and address. We can then confirm your order and possible reasons why you did not receive the email. In some cases you may have entered your email address incorrectly so the email never reached you. In other cases the email sent may have been delayed and will reach you soon, or possibly the order was never completed with us. In either circumstance we shall email you confirming the situation.

I have received my order but some items have either been incorrectly sent, missing or are damaged. What shall i do?

Please contact us stating your name, order number and explaining the situation. Do not immediately send any items back to us; we must be notified of the situation so we can discuss with you the best course of action. We shall then reply explaining what you need to do and how we shall rectify the problem. If any problems occur we do endeavour to rectify them ASAP.

I have sent you an email, but have not yet had a response.

We respond to emails during office open hours (Mon - Friday 9am - 5pm) this also applies to telephone calls. We endeavour to answer all emails within 24 hours, if you have not received a reply within this time then please telephone as it’s possible the person you have emailed is away.

I have still not received my order after a considerable time waiting. Where is it?

Please contact us stating your name and order number. We will then investigate why your order has not reached you. In most cases we are able to rectify the situation and ensure your order reaches you within 72 hours.

I wish to place an order for a large number of items. Can i get a bulk discount?

For orders of a high quantity we can indeed offer a discount. Please send an email to trade@pokershopuk.com stating the products you want to order, the quantities of each and the location where you require the order to be delivered. We shall then reply with an accurate quote and lead time for delivery.