Pokémon frequently asked questions
These FAQs apply to the Pokémon x Natural History Museum collaboration products that are available to buy from the Natural History Museum online shop.
Delivery and shipping
Can you deliver the Pokémon products everywhere in the world?
No, we cannot deliver to Russia, Belarus, Greenland, Serbia and North Korea.
Also, the Pokémon Pikachu and Natural History Museum Plush can only be delivered to a UK address.
Can you deliver to countries in the European Union (EU)?
Yes, all Pokémon products – except for the Pokémon Pikachu and Natural History Museum Plush – can be delivered to EU countries. The Pokémon Pikachu and Natural History Museum Plush can only be delivered to a UK address.
However, non-Pokémon products, like our Guess Who? Dinosaur Edition Board Game, cannot currently be delivered to EU countries.
Can you deliver to Northern Ireland?
Yes, all Pokémon products can be delivered to Northern Ireland, including the Pokémon Pikachu and Natural History Museum Plush.
However, non-Pokémon products, like our Guess Who? Dinosaur Edition Board Game, cannot currently be delivered to Northern Ireland.
How long will delivery take and how much will it cost?
Pokémon products will be delivered separately to any non-Pokémon products that are in the same order.
For UK deliveries via Royal Mail, Pokémon products will arrive in up to 14 working days.
For international deliveries, the courier service and delivery time vary by region – but please allow up to 14 working days. Customers will receive tracking information from the relevant courier service once their order has been sent out.
If you are concerned about where your delivery is, please only get it touch with our Contact Centre team (details below) after the 14 working days have passed.
For delivery pricing information, please check our delivery information page.
Delivery and shipping
Can you deliver the Pokémon products everywhere in the world?
No, we cannot deliver to Russia, Belarus, Greenland, Serbia and North Korea.
Also, the Pokémon Pikachu and Natural History Museum Plush can only be delivered to a UK address.
Can you deliver to countries in the European Union (EU)?
Yes, all Pokémon products – except for the Pokémon Pikachu and Natural History Museum Plush – can be delivered to EU countries. The Pokémon Pikachu and Natural History Museum Plush can only be delivered to a UK address.
However, non-Pokémon products, like our Guess Who? Dinosaur Edition Board Game, cannot currently be delivered to EU countries.
Can you deliver to Northern Ireland?
Yes, all Pokémon products can be delivered to Northern Ireland, including the Pokémon Pikachu and Natural History Museum Plush.
However, non-Pokémon products, like our Guess Who? Dinosaur Edition Board Game, cannot currently be delivered to Northern Ireland.
How long will delivery take and how much will it cost?
For delivery pricing information, please check our delivery information page.
Returns and product information
Are there any product restrictions?
No, you are welcome to buy as many of each Pokémon product as you wish.
What is your refunds and returns process?
Please visit our refunds and returns page.
Who is your Authorised Representative for European Union (EU) product safety matters?
All products sold to the EU from the Natural History Museum online shop comply with the General Product Safety Regulation (GPSR). In accordance with the GPSR, we have designated Authorised Representatives.
For Pokémon x Natural History Museum plush, clothing and decorations: Global Trade Department (NI) Ltd, Office 834, 92 Castle Street, Belfast BT1 1HE, Northern Ireland. Email: [email protected].
For Pokémon x Natural History Museum bags, keyrings, lanyards, magnets, pin badges, kitchenware, prints and stationery: A2V Retail Solutions Ltd, Harold’s Cross Road, Century House, Dublin, D6W P993, Ireland. www.a2v.com. Email: [email protected]. Telephone 01202 822694.
About the collaboration
How long will the Pokémon x Natural History Museum collaboration run for?
The online pop-up shop will remain open until all Pokémon stock is sold out.
The in-store pop-up shop in our Museum gift shop in London is open for a limited time.
Is there a plush toy for this collaboration?
Yes – the Pokémon Pikachu and Natural History Museum Plush. This is only deliverable to a UK address. It cannot be delivered overseas.
Is there a trading card for the collaboration?
The oversized Pikachu at the Museum trading card was only available as a gift with an in-store purchase from the pop-up store. This is now sold out.
I’m a Natural History Museum member, can I use my discount on the Pokémon products?
Yes. Existing members can save 20% on Pokémon products by adding the discount code that’s emailed to them in the monthly newsletter at the checkout.
More information
How do I contact you?
Our Contact Centre team are available to help customers only during these hours: Monday–Sunday 09:00–17:00 GMT.
Email: [email protected]
Telephone: +44 (0)20 7942 5000
Via the contact us form
We’re expecting our team to be extremely busy during the Pokémon x Natural History Museum collaboration, so your patience is much appreciated.
My question isn’t answered here, what can I do?
Please check our standard FAQs page.
If you’d like to find out more about the Pokémon and Natural History Museum collaboration, visit our pop-up store page.