Shipping policy
ORDER FULFILLMENT
Once the order is placed, a processing of your order will begin. You can expect to receive merchandise within 4 to 12 business days upon payment fulfillment. We send merchandise out as quickly as possible, so yes, you may receive the items sooner, we do not wish to disappoint so we give you a maximum leeway time in the event of an unforeseen circumstance.
If you have ordered an item that is no longer available or is delayed, we will notify you via email and provide a refund if the item is unavailable.
Standard delivery orders are shipped via United Parcel Service. An email will be sent to you with the UPS tracking number and expected date of delivery. Please note that we cannot ship to PO boxes.
You will receive two emails after your order has been placed. The first confirms that your order was received and accepted and the second confirms that your order has been shipped and will be accompanied with a UPS tracking number.
ITEM OUT OF STOCK
Our system will not allow you to purchase items out of stock, however, we do encourage you to send an email to us indicating items of interest. Our online endeavor is a new adventure for the staff at Pookie, we appreciate your patience and understanding as we work thru the technical development. Please let us know how it’s going, your input is most welcome and your ideas are always valued. For inquiries, please send emails to:
business@pookieandsebastian.com
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 circumstances:
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 1 day 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.
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).
Thank you for your understanding and cooperation. We appreciate your continued support of our business.
I would like to return a gift I received for a refund. Is this possible?
Returned gifts will be credited in the form of a Pookie and Sebastian store credit. To return a gift you received, you will need to have the gift or store receipt.
What if I lose my Pookie Gift Card?
Please treat your Pookie Gift Card like cash. Unfortunately, we are not responsible if your Gift Card is lost or stolen.
Do Pookie Gift Cards have any restrictions?
Yes, our Gift Cards have some restrictions: You may not use coupons and other discounts or promotions to purchase a gift card.
Gift Cards are non-returnable
RETURN SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item to return, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.