Frequently Asked Questions (FAQ)
1. Are your Pokémon products authentic?
Yes. All Pokémon and hobby products sold by MORUZO are 100% authentic and sourced from trusted suppliers. We do not sell counterfeit or replica items.
2. Do you guarantee specific cards or pull rates?
No. Pokémon cards and sealed products are sold as collectibles only. We do not guarantee specific cards, pull rates, rarity, or future value.
3. Where is MORUZO located?
We are based in the United Kingdom.
Address:
23 Romilly Street
London, W1D 5AQ
4. How long does shipping take?
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UK orders: 3–6 business days
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International orders: 3–6 business days
Shipping times are estimates and may vary due to carrier or customs delays.
5. Do you provide tracking?
Yes. Once your order ships, you will receive tracking information by email. Please allow up to 24 hours for tracking updates to appear.
6. What payment methods do you accept?
We accept secure payments through Shopify, including:
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Credit & Debit Cards (Visa, MasterCard, American Express)
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Apple Pay
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Google Pay
(Available options are shown at checkout)
7. Can I return my order?
We accept returns within 30 days of delivery if the item is:
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Unused
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Unopened
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In original packaging
Opened or used Pokémon cards and sealed products cannot be returned, unless they arrive damaged or incorrect.
Please refer to our Return & Refund Policy for full details.
8. What if my item arrives damaged or incorrect?
If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with clear photos. We will assist with a replacement or refund where applicable.
9. Are shipping costs refundable?
Shipping fees are non-refundable, unless the return is due to a damaged or incorrect item.
10. Will I have to pay customs or import fees?
For international orders, any customs duties or import taxes are the customer’s responsibility.
11. How can I contact customer support?
You can contact us using the details below:
Email: yousoor89@outlook.com
We aim to respond within 24–48 business hours.
12. Is it safe to shop on your website?
Yes. Our store uses Shopify’s secure, encrypted checkout, and your personal information is protected according to our Privacy Policy.