Frequently Asked Questions

Orders and delivery

When will my order be dispatched?
Orders are dispatched within 3 to 5 working days. That is the same for sealed boxes and packs and for our printed binders, bundles and checklist kits. You get a dispatch email with your tracking number as soon as your parcel leaves. Digital placeholders are emailed straight after you order.

Do you deliver outside the UK?
We deliver to the UK mainland as normal. For anywhere else, please email support@portaltcg.co.uk before ordering. If that changes, our shipping policy page will say so. Digital placeholder downloads are sent by email, so nothing is posted.

I was sent the wrong item. What do I do?
We are sorry. Email support@portaltcg.co.uk with your order number and a photo of what arrived. We will put it right, and you will not pay to send the wrong item back.

Where is my order?
Your dispatch email has a Royal Mail tracking link, and that is the best place to look first. If you have not had a dispatch email yet, your order is being got ready: orders are dispatched within 3 to 5 working days. Still unsure? Email support@portaltcg.co.uk with your order number and we will check it.

I have not had a dispatch email or a tracking number. Has my order been sent?
Orders are dispatched within 3 to 5 working days, and a dispatch email with your Royal Mail tracking number is sent as soon as your parcel leaves us. If that time has passed, check your junk folder. If it is not there, email support@portaltcg.co.uk with your order number and we will tell you exactly where it is.

My tracking has not moved, or my parcel has not arrived. What happens?
Email support@portaltcg.co.uk with your order number and we will look into it straight away. Royal Mail sets a waiting period before a parcel counts as lost. Once that has passed, we raise the claim with Royal Mail ourselves and refund your order in full. You do not need to contact Royal Mail.

Can I change my address or my order?
Email support@portaltcg.co.uk with your order number as soon as you can. We can usually change an order before it is packed. We cannot change it once it has been dispatched.

How much is UK delivery?
The delivery price is worked out from your basket and shown at checkout before you pay. Every order goes by Royal Mail Tracked, and larger orders qualify for free tracked delivery, which is applied automatically.

Can you send my order untracked to make it cheaper?
No. Every order goes by Royal Mail Tracked, so you and we can both see where it is. There is no untracked option. The delivery price for your basket is shown at checkout before you pay.

Can I get my order faster?
You can choose Royal Mail 24 Tracked at checkout. It speeds up the delivery once your parcel has left us. Orders are still dispatched within 3 to 5 working days.

I did not get an order confirmation email.
Check your junk folder first, and check which email address you used at checkout. If it is still missing, email support@portaltcg.co.uk with your name and the date you ordered and we will find it.

Do you offer free delivery?
Yes, in the UK. Larger orders qualify for free Royal Mail Tracked delivery. It is applied automatically at checkout, so you will see it before you pay.

How long does delivery take?
Orders are dispatched within 3 to 5 working days, and delivery starts from there. Every order goes by Royal Mail Tracked, and you can choose Royal Mail 48 Tracked or the faster Royal Mail 24 Tracked at checkout. Royal Mail's delivery times are aims, not guarantees. We deliver to the UK mainland as normal. For anywhere else, please email support@portaltcg.co.uk before ordering.

Can I track my order?
Yes. Every order is sent tracked with Royal Mail, and your tracking number is in the dispatch email.

Can I cancel my order?
Yes, if it has not been dispatched: email support@portaltcg.co.uk with your order number. If it has already gone, you can return it unused within 14 days of delivery. A binder made with your own artwork cannot be cancelled once we have started making it.

My order arrived damaged or faulty. What do I do?
We are sorry. Photograph the parcel and the item as soon as you can and keep the packaging, then email support@portaltcg.co.uk with your order number. We will put it right, including any postage you paid.

My parcel came back to you because the address was wrong. What happens?
Please check your address before you pay. If a parcel comes back to us because the address was wrong or incomplete, we will send it again once the postage has been paid again. Email support@portaltcg.co.uk with your order number and the right address.

How do you pack orders?
Booster boxes travel in a padded box, never a bag. Loose packs are sleeved and boxed. Binders are wrapped and boxed flat. If you would like something packed a particular way, add a note at checkout or email support@portaltcg.co.uk before dispatch.

How can I pay?
We take debit and credit cards, PayPal, Shop Pay, Apple Pay and Google Pay. Every way to pay is shown at checkout. Prices are in pounds and include VAT.

Do you have a discount code?
Sign up to our emails on the website and your welcome email has a discount code for your first order. Our multi buy savings on placeholders and checklist kits apply on their own at checkout and cannot be combined with a code.

I bought on TikTok Shop, Etsy or eBay. Who do I ask about my order?
Your order is packed by the same team, but delivery, tracking and claims run through that platform. Message us from your order page on TikTok Shop, Etsy or eBay so we can see the order, and we will help from there.

Made to order

What does made to order mean?
Our printed binders, checklist kits and the bundles that include them are printed for you after you order, by our own team in Plymouth. Nothing sits on a shelf waiting. The product page tells you when an item is made to order.

How long does a made to order item take?
Made to order items are dispatched within 3 to 5 working days, the same as everything else we sell. Delivery is on top of that. You get an email with your tracking number when it leaves us, and if it is running late we email you before you have to ask.

I ordered a printed item and other items together. Do they arrive together?
Usually, yes: the whole order is dispatched together within 3 to 5 working days. If your order is sent in more than one parcel we email you.

Can I return a printed binder or checklist?
Yes. Set binders and checklist kits are standard designs, so you can return them within 14 days of delivery if they are unused and in their original packaging. A binder made with your own artwork cannot be returned unless it is faulty.

Is the design a sticker or a cover?
Neither. On a printed binder the design is printed straight onto the binder itself: front, back and spine. Every design is drawn and laid out by hand, never made by AI.

Digital downloads and placeholders

Why are there several files for one set?
Each set is split into parts so the files stay small enough to email and open. The parts are different pages, not copies, so you need to download every part to have the whole set.

Are placeholders printed or digital? Can you print them for me?
Placeholders are digital. You buy a download, then print the pages at home and cut the cards out: nine standard size cards to an A4 page, with cut guides. We are working on printed placeholders, but there is no date yet.

How do I download my placeholders?
Your download links are emailed to you straight after you order, to the email address you used at checkout. Open the email, press each link and save the files. Nothing is posted. If the email is not there, check your junk folder, then email support@portaltcg.co.uk with your order number and we will send fresh links.

What are placeholder cards?
Placeholders are printable stand in cards, one for every card in a set. You slot them into your binder so every card has its place, then swap each one out as you pull or buy the real card. They are not real cards and cannot be used for play.

How much are placeholders?
The price is on each placeholder pack's page. Buy several sets together and a multi buy saving is applied automatically at checkout. You can mix any sets.

Does a placeholder pack include a checklist?
Yes. Each placeholder pack comes with a printable checklist for the set.

Do I get updates when new cards come out?
On our character packs and National Pokedex packs, yes: free updates for life. Each time a new set adds cards, we update the pack and email you a fresh download, free.

Can I get a refund on a download?
If a download does not work, email support@portaltcg.co.uk with your order number and we will fix it or refund it.

Do you have free checklists?
Yes. There is a free printable checklist for many sets at portaltcg.co.uk/pages/free-pokemon-checklists. Pop your email in and it downloads straight away.

Checklists

Do you make a checklist for my set? Will you make one for a new set?
Our full range is at portaltcg.co.uk/collections/pokemon-checklists. If your set is not there, the answer is not yet. We plan to cover every set, so keep an eye on the site or join our emails to hear when new ones arrive. A set that is on its way shows as Coming soon with a Notify me button.

Should I choose A4 or A5?
A4 fits most 9 pocket binders. A5 fits most 4 pocket binders.

Do you print US Letter size?
Not at the moment. Our checklist kits are A4 and A5 only.

Can I buy a spine sticker on its own?
Not on its own. Choose the Cover and Spine option on the kit's page and you get the spine with its matching front cover.

What is a master set checklist kit?
A vinyl sticker kit for your binder: a front cover, a spine label and a full checklist of the set that you can write on. It peels and sticks, with no cutting or glue. It is printed to order in the UK. It does not include a binder or cards.

Does the checklist include reverse holos?
Yes. A master set is every card in the set plus every reverse holo, and the checklist has a box for each.

How much is a checklist kit?
The price for each format is on the kit's page. Buy several kits together and a multi buy saving is applied automatically at checkout.

What is the difference between a free checklist and a checklist kit?
A free checklist is a PDF you download and print at home. A checklist kit is a printed vinyl sticker set with a cover and spine for your binder, posted to you.

Which games do you make checklist kits for?
Pokemon and One Piece kits are on sale now. Disney Lorcana and Palworld kits show as Coming soon, with a Notify me button.

Binders and sizes

Which binder do you print on?
As standard we print on Covrd binders. If Covrd binders are not available we may use Vault X or MintKeeper binders instead, so your order is not held up.

Can I choose the binder colour?
You can have a black or a white binder. Order the design you want and add a note at checkout with your colour.

What sizes do your printed binders come in?
Five: 4 pocket, 4 pocket toploader, 9 pocket, 12 pocket and 9 pocket toploader. Pick the size from the dropdown on the binder's page.

How much is a printed binder?
The price depends on the size and on whether the binder is standard or premium. Pick a size from the dropdown on the binder's page and the price shows straight away.

What is the difference between standard and premium?
A standard printed binder carries the set's artwork across the whole binder. A premium printed binder is built around one card, usually the set's chase card. You can have a premium binder with or without the set logo and spine.

Do your binders have rings?
No. The pages are bound in, with no rings. Pockets load from the side, the binder closes with a zip all the way round, and the cover is padded. The materials are acid free and PVC free.

Can I add a checklist to my binder?
Yes. Choose the checklist option in the dropdown on the binder's page. The price with the checklist shows before you add it to your basket.

How should I look after my binder?
Sleeve every card before it goes in. One sleeved card per pocket. Store the binder upright like a book, somewhere cool and dry and out of direct sun, with the zip closed. Wipe the cover with a soft dry cloth.

Bundles

Does a bundle come with booster packs?
A Master Set Bundle does not: it is the binder, the checklist and the digital placeholders. A Collector's Bundle is a Master Set Bundle with sealed booster packs added. The number of packs is in the bundle's title and on its page.

What is in a Master Set Bundle?
A printed binder for the set in your choice of size, the set's master set checklist, and the full set of digital placeholder cards, sent by email. It is everything you need to build, track and display one set. It does not include cards or booster packs.

What is a Collector's Bundle?
A Master Set Bundle with sealed booster packs added. What is inside, and the price, are on the bundle's page.

How do I get the placeholders in my bundle?
They are a digital download. The links are emailed to you straight after you order, to the address you used at checkout. If the email does not arrive, check junk, then email support@portaltcg.co.uk with your order number.

How long does a bundle take?
A bundle is dispatched within 3 to 5 working days, like every order. You get a dispatch email with tracking when it goes, and the placeholders arrive by email straight after you order.

How much is a Master Set Bundle?
It depends on the set and the binder size. Pick a size on the bundle's page and the price shows straight away.

Coming soon and restocks

Something I want is sold out or not released yet. When can I buy it?
Press Notify me on the product's page and we email you the moment it goes on sale. Products for an upcoming set show as Coming soon until then. There is nothing to pay and you are not committed to buying.

Can I buy sealed product from you?
Yes. We sell sealed booster boxes and booster packs on the site, with the binder, checklist and placeholders to go with each set. Sealed orders are dispatched within 3 to 5 working days.

What does Notify me do?
It sends you one email when that product is on sale. It is free and you are not committed to buying.

Returns

What if my item is faulty, damaged or wrong?
Email support@portaltcg.co.uk with your order number and photos. We will put it right, and you will not pay any postage. Your legal rights are not affected.

Can I return something if I change my mind?
Yes. You have 14 days from delivery. Email support@portaltcg.co.uk first with your order number. The item must be unused and in its original packaging. You pay the return postage, and please send it tracked.

How long does a refund take?
Refunds go back to the way you paid, as soon as the item is back with us and checked. Your bank or card provider can take a few more days to show it.

What cannot be returned?
Binders made with your own artwork once we have started making them, and sealed product that has been opened. Your rights if something is faulty are not affected.

Do you do exchanges?
Not as a separate process. Return the item, then place a new order for the one you want. If stock is tight, tell us and we will hold it for you.

Where do I send a return?
Please do not post anything until we have replied. Email support@portaltcg.co.uk and we will confirm the return and the address to use.

I bought on TikTok Shop, Etsy or eBay. How do I return it?
Start the return from your order page on that platform, so its buyer protection covers you and the refund comes through the platform. If you get stuck, message us there with your order number.

Custom binders and trade

Can I have a binder made with my own artwork?
Custom binders are opening soon. Join the waitlist at portaltcg.co.uk/pages/custom-binder-sign-up and you will hear first when they open. We cannot quote a price before then.

Can I send you my own binder to print on?
Not yet. Printing on a binder you send us is part of our custom binder service, which is opening soon. Join the waitlist at portaltcg.co.uk/pages/custom-binder-sign-up and you will hear first.

Do you sell wholesale?
Not at the moment. We do not offer wholesale or trade accounts yet, for sealed product or for our own products.

Account and emails

Do you have a shop I can visit?
No. We are online only for now, based in Plymouth, with no shop front and no viewings. If you would like a closer look at something before you buy, email support@portaltcg.co.uk and we will send you more photos.

How do I contact you?
Email support@portaltcg.co.uk with your order number if you have one. We read every message and reply by email within 48 hours. You can also call 01752 936359, Monday to Friday, and leave a message if we are packing.

Do I need an account to order?
No. You can check out as a guest. Use an email address you check, because your order confirmation, tracking and any downloads are sent to it.

Can I message you on Instagram, Facebook or TikTok?
Yes, messages are read. For anything about an order, a return or a refund, please email support@portaltcg.co.uk so we have your order number in front of us.

How do I stop your emails?
Press Unsubscribe at the bottom of any of our emails. It takes effect straight away. Emails about an order you have placed are still sent.

How do I leave a review?
We email you a review request after your order has been dispatched. You can also leave one on the product's page at any time. A photo is very welcome.

Do you have a community?
Yes. Join our Discord at discord.gg/CnzvaGWftF for set guides, giveaways and other collectors.