Returns policy

 

RETURN POLICY 

We would like to thank you for choosing to shop with us at pookie and sebastian. We appreciate your business and strive to provide you with the best possible shopping experience. As part of our commitment to transparency and clarity, we would like to inform you of our No Return or Refund Policy for online purchases. Please carefully review the details outlined below:

Returns and Refunds: We regret to inform you that we do not accept returns or offer refunds for online purchases, except in the following circumstance:

Exchange for Size: If the item you ordered does not fit, we offer an exchange for the same item in a different size, subject to availability.
Exchange Procedure: To request an exchange for a different size, please follow these steps:

a. Contact our customer support team via business@pookieandsebastian.com within 3 days of receiving your order.

b. Provide your order number, the item you wish to exchange, and the desired size for the exchange.

c. Our customer support representative will verify the availability of the requested size and guide you through the exchange process.

Eligibility and Conditions:

Items must be unworn, unused, and in their original condition with all tags and labels attached.

Exchanges are subject to availability. If the requested size is not available, we will not be able to process the exchange.

The customer is responsible for all shipping costs associated with the exchange, including the return of the original item and the shipment of the exchanged item.

Any price differences between the original item and the exchanged item will be handled accordingly. You may be required to pay the difference or receive a partial refund if the exchanged item has a lower price.

Non-eligible Items: The following items are not eligible for exchange:

Items that have been customized, personalized, or altered to meet specific requirements.

Undergarments, swimwear, and earrings (for hygiene reasons).

Damaged or Defective Items: In the event that you receive a damaged or defective item, please contact our customer support team within 3 days of receiving your order. We will address the issue and provide a suitable resolution, which may include an exchange or refund, depending on the circumstances.

We understand that each customer's satisfaction is of utmost importance, and we will make every effort to accommodate your needs within the limits of our policy. Please ensure that you carefully select the correct size and review the product information before placing your order to minimize the chances of needing an exchange.

If you have any further questions or concerns regarding our No Return or Refund Policy, please do not hesitate to contact our customer support team. We are here to assist you and provide the necessary guidance.

Thank you for your understanding and cooperation. We appreciate your continued support of our business.

RETURN PROCEDURE
Step 1: Send us an email to: business@pookieandsebastian.com
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.