Frequently Asked Questions

Have questions before ordering from HoloVaultCards? Here you can find clear information about Pokémon TCG products, booster boxes, Elite Trainer Boxes, card accessories, shipping, returns, pre-orders and payment options.

Products

What products do you sell?

We sell Pokémon TCG products, booster boxes, Elite Trainer Boxes, sealed trading card products, card accessories and selected TCG releases.

Are the products sealed?

Product condition is shown on each product page. Sealed products are sold in their original packaging unless clearly stated otherwise in the product description.

Are product details visible before purchase?

Yes. Product pages include important information such as product name, price, stock status, product type and available details before ordering.

Orders

How do I place an order?

Choose your products, add them to the cart, continue to checkout, enter your delivery details and complete the payment using one of the available payment methods.

Can I change my order after placing it?

If your order has not yet been processed or shipped, contact us as soon as possible. Once an order has been prepared or shipped, changes may no longer be possible.

How can I contact support?

You can contact us by email at: [email protected]

Payments

Which payment methods are available?

Available payment methods may include credit and debit cards, Stripe, Transak, Revolut Pay, MoonPay, PayPal via MoonPay, SEPA via MoonPay and Paysafecard, depending on availability and country.

When will my order be processed?

Orders are processed after the payment has been successfully received or confirmed by the payment provider.

Why was my payment declined?

Payments can be declined by the payment provider because of security checks, provider limits, country availability, verification requirements or incorrect payment details. You can try another available payment method or contact support.

Shipping

Which shipping carrier do you use?

We ship with DHL or DHL partner carriers, depending on the delivery country and available shipping service.

Will I receive tracking information?

If tracked shipping is available for your order, tracking information will be provided after the order has been shipped.

How long does delivery take?

Delivery times depend on the destination country, DHL processing, customs, public holidays and other external factors. Estimated delivery information is shown where available.

What should I do if my order does not arrive?

Please check the tracking information first. If the tracking does not update or the parcel seems delayed, contact us with your order number and tracking number so the case can be reviewed.

Returns

Can I return my order?

Eligible items may be returned within the applicable return period. Returned products must be complete, unused, unopened and in the same condition in which they were delivered.

Can I return opened Pokémon or TCG products?

Sealed TCG products must be returned unopened and with the original seal intact. If the seal, shrink wrap or packaging has been opened, removed, damaged or tampered with, refunds may be reduced or refused where legally permitted.

What if my product arrives damaged or wrong?

If your order arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as possible with your order number and clear photos of the product and packaging.

Pre-Orders

How do pre-orders work?

Pre-order products are shipped after the official release date once stock has arrived and the order has been processed.

Can I cancel a pre-order?

Pre-orders can be cancelled until the official release date, unless the order has already been processed or shipped.

Can release dates change?

Yes. Release dates may change because of manufacturers, distributors, allocation, customs or shipping delays.

Trust & Information

Where can I find your legal information?

Our legal information, privacy policy, terms and conditions, shipping policy and return information are available on the website.

Do you provide clear buyer information before ordering?

Yes. We aim to provide clear product details, pricing, payment information, shipping information and return information before checkout.