Frequently Asked Questions (FAQs)

Welcome to Lulu’s Collectibles FAQ! Here are answers to some common questions about our products, ordering, shipping, and policies. If you can’t find what you’re looking for, feel free to contact us at sales@luluscollectibles.com.au.

1. Are your Pokémon cards authentic?

Yes! All Pokémon cards sold at Lulu’s Collectibles are 100% authentic and sourced from reputable suppliers or verified collectors. We guarantee the authenticity of every product we sell.

2. What payment methods do you accept?

We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and Afterpay where available. All payments are securely processed through Shopify’s checkout system.

3. Do you offer free shipping?

Yes! We offer free standard shipping on all Australian orders over $150. For orders below this amount, standard shipping charges apply as shown at checkout.

4. How long will my order take to arrive?

• Standard shipping usually takes 3 to 6 business days after dispatch.

• Express shipping usually takes 1 to 3 business days after dispatch.

Please note we do not ship on weekends or public holidays.

5. Can I track my order?

Absolutely! All orders come with tracking via Australia Post. You will receive a tracking number and link once your order has been dispatched.

6. What if my order arrives damaged?

If your order arrives damaged, please contact us within 3 days of delivery at sales@luluscollectibles.com.au with photos of the damage and packaging. We will assist with a replacement or refund as appropriate.

7. Can I return or exchange an item?

Yes, returns and exchanges are accepted if the item is unused, in original packaging, and you contact us within 7 days of receipt. Please see our Refund and Returns Policy for full details.

8. Do you ship internationally?

Currently, we only ship within Australia. We do not offer international shipping at this time.

9. Can I pick up my order from your store?

We do not offer in-person pickups at this time. All orders are shipped directly to your address.

10. Are there age restrictions on purchasing?

By placing an order, you confirm you are at least 13 years old or have parental/guardian consent if under 13.

11. What if I entered the wrong shipping address?

Please double-check your address before submitting your order. We cannot refund or reship orders if parcels are returned due to incorrect addresses.

12. How can I contact customer support?

You can reach us via email at sales@luluscollectibles.com.au. We aim to respond within 1-2 business days.

13. How do Lulu’s Collectibles’ Twitch live openings work?

During our Twitch live streams, customers can purchase Pokémon card packs or products directly from our website in real-time. We open those purchases live on stream for entertainment. Please note, card pulls are random, and purchases follow our standard shipping, refund, and payment policies.

If you have other questions, don’t hesitate to contact us. Thank you for choosing Lulu’s Collectibles!