Frequently Asked Questions
What is Shuffled's return policy?
We accept returns within 30 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 issued to your original payment method within 10 business days once we've received and inspected your return. Please remember that your bank or card provider may take additional time to process the refund.
To start a return, email us using our contact form (Contact Us) or our email address located in your order confirmation 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 using our contact form (Contact Us) or our email address located in your order confirmation 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, unless an upgraded or expedited delivery service is selected at checkout. Standard delivery usually takes 2–3 business days from dispatch.
For higher-value or larger orders, we may upgrade your delivery to Royal Mail Special Delivery at no additional cost to ensure your order arrives safely.
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 using our contact form (Contact Us) or our email address located in your order confirmation 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 your return, we'll let you know whether the refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please remember it can take additional time for your bank or card provider to process and post the refund.
Do you ship Internationally?
Not just yet! At the moment, we're only able to ship orders within the UK. We'd love to offer international shipping in the future, though, and hope to welcome overseas customers when we can.
How do pre-orders work?
When you place a pre-order, you'll first receive an order confirmation email. We'll then send you a second email with your pre-order details and everything you need to know about what happens next.
As soon as your stock arrives from our distributor, we'll carefully prepare your order for dispatch. We always aim for your order to arrive on, or as close to, the official release day as possible. This depends on when we receive stock from our distributor and the day of the week the product is released.
If there are any unexpected delays with our distributor or the arrival of stock (which is rare), we'll contact you as soon as possible and keep you updated throughout.
How do I contact you?
You can reach us via our contact page. 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.