Frequently Asked Questions
What is Shuffled's return policy?
We accept returns within 14 days of receiving your order, provided items are returned in the same condition as sent, unplayed, unaltered, and in their original packaging where applicable.
Sealed product can only be returned if the seal is fully intact. We're unable to accept returns on opened sealed product unless it's faulty or was sent in error.
Return postage: If you've changed your mind, return shipping is at your cost. We recommend using a tracked service. If an item is faulty, damaged in transit, or we sent the wrong card, we'll cover return postage and replace the item or issue a full refund.
Refunds are processed within 5–7 business days of receiving your return, back to your original payment method.
To start a return, email us at hello@shuffled.gg with your order number. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Can I amend or cancel my order after placing it?
We process orders quickly, so we can't guarantee changes once an order is placed. If you need to amend or cancel, please contact us at hello@shuffled.gg as soon as possible and we'll do our best to help before your order is dispatched.
How long will my order take to arrive?
We do our best to ship all orders within 1–2 business days. For UK orders we typically use Royal Mail Tracked 48, and standard delivery usually takes 2–4 business days from dispatch.
For higher-value or larger orders, we may upgrade to Royal Mail Special Delivery to ensure your order arrive safely. For international orders, we'll use the most appropriate service depending on the size and value of your order.
We'll send you a confirmation email when your order is on its way.
What if I received the wrong item?
We're sorry if we made a mistake. Contact us at hello@shuffled.gg with your order number and a photo of what you received, and we'll resolve it promptly.
How long will my refund take?
Once we've received and inspected a return, refunds are processed within 5–7 business days back to your original payment method.
Will I be charged customs or import fees?
We ship worldwide, but import duties, customs fees, or taxes may apply depending on your country - these are set by your local customs authority and unfortunately aren't something we're able to cover. If you're ordering from outside of the UK we'd recommend checking what charges might apply in your country before placing your order, so there are no surprises on delivery.
How do I contact you?
You can reach us via our contact page or by emailing hello@shuffled.gg directly. We aim to respond to all enquiries within 1–2 business days. If you're getting in touch about an order, please include your order number and name so we can help you as quickly as possible.