Returns policy

Return & Exchange Policy

Thank you for shopping with pookie & sebastian. We truly appreciate your support and aim to make your experience as smooth and transparent as possible. As a fashion boutique, we work with limited inventory and carefully curated collections, which is why we follow a No Return or Refund Policy for online purchases. However, we do offer exchanges under specific conditions, outlined below.

We accept size exchanges for the same item if the size you originally ordered does not fit, and only if the requested size is available. To request a size exchange, please contact us at business@pookieandsebastian.com within three (3) days of receiving your order. Be sure to include your order number, the item you wish to exchange, and the desired size. Once we confirm availability, our team will walk you through the next steps.

To qualify for an exchange, the item must be unworn, unwashed, and in its original condition with all tags and packaging intact. Exchanges will only be processed if the requested size is in stock. If the item is no longer available, we will not be able to offer an exchange. All shipping costs associated with exchanges, including the return of the original item and the shipment of the replacement, are the responsibility of the customer. If there is a price difference between the exchanged items, you may be required to pay the difference or receive a partial refund.

Please note that customized or personalized items, undergarments, swimwear, and earrings are non-exchangeable for hygiene and safety reasons.

If you received an item that is damaged or defective, please reach out to us within three (3) days of receiving your order. We’ll do our best to resolve the issue and may offer a replacement or refund depending on the situation.

Before placing your order, we kindly encourage you to double-check size charts, item details, and photos to ensure the best fit and reduce the need for exchanges.

If your exchange is approved, you’ll receive a Return Authorization (RA) number and a packing slip via email within 1–2 business days. Include this printout in your return package along with your name, address, phone number, email, and reason for the exchange. Please clearly write your RA number on the front of the package in large, legible letters. For your protection, we recommend shipping with tracking and requiring a signature.

Return shipments must be postmarked within 14 days of receiving your RA email. Any merchandise returned after this window will not be accepted or refunded. Once your return is received and inspected, please allow up to 14 business days for us to process it. You will be notified by email once the process is complete, and if eligible, you’ll receive either store credit or a refund to your original payment method. Refunds typically take 5–7 business days to appear on your account, depending on your bank.

If you have any questions about our return policy, don’t hesitate to reach out to our customer support team. We're here to help.