FULFILLMENT AND RETURNS
Order Fulfillment | Return Policy | Return Procedure
Once the order is placed, allow 5 to 15 business days to be shipped. If an item is no longer available you will be refunded. If the item is delayed we will give you the option of canceling or waiting.
Standard delivery orders are shipped via United Parcel Service or USPS. An email will be sent to you with the UPS tracking number and expected date of delivery. We cannot ship to PO boxes.
Once an order is processed, you will receive two emails. The first confirms your order is processed and the second confirms shipping information.
We accept unworn products within 14 days from the date of ship on receipt. Returned merchandise is required to be in original, unworn condition, tags attached and accompanied by the receipt.
Shoes, accessories and special occasion items are final sale. Special occasion items will be marked as such on the description tab underneath the main picture.
All items purchased with online store credit are final sale.
You are responsible for return shipping costs.
Gift Cards have some restrictions: You may not use coupons and other discounts or promotions to purchase Gift Cards; Gift Cards may only be applicable to purchase products on our website and in our Manhattan-based locations. If you would like to purchase a gift card for a suburban location, please contact that store directly. Gift Cards are non-refundable and non-replaceable if lost.
Step 1: Send us an email to:
Provide your name, address, receipt number, item style number and reason for return. Within 1-2 business days, you will receive an email with a return authorization number and packing slip for you to include with your return.
Please include the print out with the Return Authorization number (RA#), your name, address, phone number, email address, receipt and reason for return. Be sure to include the return form in your box, along with the merchandise so that we are able to credit your account correctly.
Step 2: Addressing and shipping your return:
Please write the RA# clearly on the face of the package. We suggest writing in block letters 3 inches high. And for your protection, we strongly recommend that the package is returned in a manner requiring a signature. Shipping and handling charges are non-refundable and reimbursement of shipping is not provided.
Returns have to be sent back within 14 days after the return authorization email has been sent, merchandise sent after those 14 days will not be accepted nor refunded. Once we receive your return, please allow up to 14 business days for us to process your request.
When your return has been processed, you will receive an e-mail with either your Pookie and Sebastian store credit information or a notification that your refund was processed back to your original method of payment. Depending on your bank, a refund back to your original method of payment may take approximately 5-7 business days to post to your account.