Found Pokepals by accident a few months ago and honestly it’s been a great experience since day one. Communication has been 5 star throughout They’ve also built a really strong community, which mak... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The experience was good. For a first time. Feel that speed of communication can be a bit quicker. Maybe a different alternative then email. Phoneline or whatsapp. Could be another way. But selling to... See more
Absolute LeGGend! Provides a great service, always goes above and beyond to get all the orders out. Even when there is a large drop. Given how crazy the market is now - he does his upmost best to ensu... See more
Highly recommend this site for any parents buying Pokémon cards! The seller is incredibly fair with pricing and provides a safe, trustworthy service every single time. My orders always arrive fast and... See more
Company details
Written by the company
Specialising in Pokemon collectibles, sealed and speciality items.
Contact info
30 Cattle Market Street, NR1 3DY, Norwich, United Kingdom
- hello@pokepals.co.uk
- pokepals.co.uk
4.6
Excellent
86 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Delivery , quality of service
Delivery , communication via the discord server was smooth
January 8, 2026
Unprompted review
Reply from PokePals LTD
Thanks so much.
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Amazing service
Amazing service. My ordered arrived fast and in perfect condition.
Will be using again....and again
January 2, 2026
Unprompted review
Reply from PokePals LTD
Thanks Alex!
At no point did I ask for a refund or…
At no point did I ask for a refund or cancellation. I asked for clarification as a first-time customer.
The cancellation was initiated by the business without discussion. Whether the order was technically still within processing time is beside the point — a brief update would have resolved the situation.
Instead, the choice was made to cancel rather than communicate.
And I still haven’t received a refund yet
Update:
I contacted the business by email to ask about a refund that had not yet reached my account. The response I received was dismissive and unprofessional in tone.
I understand refunds can take time to process. However, the manner in which this was handled — both during the order and afterward — reinforces my concerns about customer service and communication.
December 26, 2025
Unprompted review
Reply from PokePals LTD
Hi Lee,
Already responded to your other 1* review. Kind of disappointing for you to respond with another one affecting a business.
I confirmed that it was refunded, standard processing times for refunds apply. It seems that there’s an mis understanding with business days and processing times based on the time of the year.
I think the right decision was made about cancelling your order.
We wish you the best.
Reply from PokePals LTD
Thanks Shane. Much appreciated.
Reply from PokePals LTD
Thank you Rachel!
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MY EYES 👁️👁️🔥🔥
MY EYES 👁️👁️🔥🔥, amazing quality and price would recommend this seller to anyone just an amazing experience overall
November 27, 2025
Reply from PokePals LTD
Always a pleasure Cody!
100% recommended- great service
Incredibly helpful and polite and overall great service. Will definitely be buying from again!
November 27, 2025
Reply from PokePals LTD
Thanks Dan!
Rude and not nice experience
Sorry no offence
But this is the only time I have got bad experience in buying Pokémon cards ever.
I bought a Chinese pokemon box from this shop and we were using wtsapp as a mean of communication. I was not warned that I could not use wtsapp number instead of email.
My order had not been shipped for over a week time as they promised in the shipping policy and I enquired via wtsapp.
They didn’t reply at first, when I asked them again they blamed the customer for not using email to chase them for the dispatch.
This was my first time buying from them and I would not known if this is a scam because I got no reply since 3 days ago.
I don’t blame the item to be out of stock even though I asked for confirmation of availability before payment. I just felt bad as a customer for not getting my item after a week of waiting and at the same time being blamed for not sending email for enquiry.
If the wtsapp is not in use for your business, why would be the number on your official web and why you were responding before?
Isn’t it ridiculous ?
December 4, 2025
Unprompted review
Reply from PokePals LTD
Hi Zoey,
Thanks for your review.
We have WhatsApp as a Monday to Friday 9-5 as a contact option. I asked you to email if your enquiry was more urgent as our WhatsApp is set to those hours and the device is left in the office. We have access to email and could’ve assisted.
I provided a refund for you the instant you started baselessly accusing us of being a ‘scam’ - everything was there to be agreed in the shipping terms and conditions which was agreed too on check out.
Refund has now been processed, and it is what it is, we aren’t Amazon, we aren’t available 24/7 - we pride ourselves on our customer service, but when we explain we would rather you email and you keep WhatsApping ourselves when we’ve explained we can help quicker via email, I feel it’s best we go our separate ways.
Love PokePals
Love PokePals, the owner is always happy to help, and their prices are great.
October 27, 2025
Reply from PokePals LTD
Thanks Manny!
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Another great delivery
Another great delivery, perfectly on time for release day and brilliant packaged. PokePals is the go to!
October 27, 2025
Pokepals is awesome!
Pokepals is awesome! Always happy to help and brilliant service! Been with them for several months now and everything has been 100%. It's a pleasure trading with them 😊
October 27, 2025
Fantastic communication and prices
Fantastic communication and prices. Definitely looks after the community!
I'll be back again and again!
October 24, 2025
Unprompted review
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Great service and great communication!
October 29, 2025
Unprompted review
Great!
Time after time, PokePals offer great prices to match their great customer service. My go to TCG shop!
October 28, 2025
Unprompted review
excellent customer service
excellent customer service
quick postage
items as described
September 2, 2025
Sealed and Singles order
I have made a few orders from this store now and the service has been second to none! Everything has been packaged well and arrived quickly.
The little thank you cards received were also a lovely touch.
I would absolutely recommend this store to anyone ⭐️⭐️⭐️⭐️⭐️
September 3, 2025
Unprompted review
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Poor service and item never sent
2 stars for actually delivering the ETBs although packaging was just a box and a piece of cardboard on top, luckily we were opening them anyway so didn't matter too much.
However we waited 10 days for a Chinese 151 box which never came even though we were told it would be sent 24 hours tracked on Sunday. By Thursday I had to raise a dispute through PayPal which got an immediate response which stated it would be upheld but any future orders would be cancelled... LOL won't be a problem I assure you.
A side note, we ordered because a reputable insta account shared their page, however just before doing so the prices were all upped on the site - not a great experience at all, would avoid.
Edit - seeing as I can't post a reply to you - what was your email that you sent on the Sunday? Was it that you'd send the item 24 hour tracked the following day? And did you then do that? Lol no. Also I sent that email late at night due to my own time constraints, you were not obliged to reply 11 minutes later but what a hero you are. But please tell me how not being satisfied with an item not being sent out is irrational?
Regarding pricing - you had them up for £55 and when Pokemon uk shared your page you put them up to £60 and he removed your link from his page.
August 28, 2025
Reply from PokePals LTD
Hi Kamen,
Thanks for your order, and appreciate you doing so.
I feel there is some information left out of your review which I feel is important for context.
You placed three separate orders, for three in demand items, both of which stated 'this item will ship within 3 to 5 business days'. This was on the 26th of August, and this was for the two ETBs.
You messaged on the 28th August asking where your items were as you ordered them on a '48 hour service' - both of which were shipped actually early, and on the 28th of August - both delivered on the 30th, all within our terms and conditions based on the site - the shipping method covers the time it is in Royal Mails hands - not the time it takes for the item to arrive from order placed.
Secondly, I answered every email you sent, including one at 00:51 (am) 11 minutes after you emailed me past midnight, you then emailed me at 9:47am on Thursday (last week) and by 2pm you opened a PayPal claim, which is fine, you're allowed to do as you wish, but your credibility starts to take a bit of an impact here when you then lied to PayPal about the claim stating 'ignoring my emails' - I responded to every single email you sent, within approximately 30 minutes.
Also this item was also a 3 to 5 business days, which I agreed I would upgrade to 24 tracked shipping for you, and should've shipped on Tuesday this week, but things sometimes get a bit delayed, but you had already raised a claim by the time the items were due to go out, so were issued a full refund.
Reviews are always welcome, and I always strive to push myself to high standards, but I cannot help other peoples expectations if they're not rational, so I apologise for the service you received.
Regards to postage, the items are sent in accordance to Pokemon Centres standards - the outside box of the containers are to protect the items inside, the packs, which it did. We have an upgraded shipping option if you're a sealed collector, which wasn't selected at check out.
Also, you agreed to all of this on our terms when checking out - even on the Shop app.
Also the item was '£60' - up from £49.99. You could've cancelled or refused to buy at any point.
Edited - 07/09 @ 21:10
I can't control instagram accounts scraping my website and sharing my items - that wasn't endorsed or even activated by me. Again, you could've opted out of buying the items at any point - no one forced you to buy the website, I didn't pay for that advertisement, it was done without my consent. And the pricing is done that way to avoid these issues, because I only sell to retail via my discord.
You're irrational because everything was explained, it wasn't my fault you couldn't read the descriptions on the website, everything was done as it should be.
It is what it is, and this'll be my last response.
All the best.
Amazing all round, like an egg
Pokepals have not only excelled in being great at assuring friendly prices and timely deliveries, they have always provided the best customer care, deals and services I’ve ever had in the community. I’ve been fortunate enough to have bought from them time and time again, and I will continue to do so !! I cannot recommend enough 🫶🏼
September 4, 2025
Unprompted review
Reply from PokePals LTD
Thanks so much!
Card order
Me and the wife ordered a few bits for the kids they came well packaged and fast cant fault the service at all.
Thank you the sticker was a lovely touch too my sons currently trying to find somewhere to stick it ❤️
September 4, 2025
Unprompted review
Reply from PokePals LTD
Thanks so much!
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