Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, with a further 14 days to send it back. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and resealed in its original packaging, provided it's suitable to return to us in this manner unless it is faulty. If faulty please let us know what is wrong and provide pictures - in this rare eventuality we cover all costs.

To start a return, you can contact us at customercare@pookieoriginals.com with your order number, a reason for return and where appropriate a picture. We will then authorise the return to our returns address at:

Pookie Originals
167-169 Great Portland St
5th Floor
London
W1W 5PF

Note: Items sent back to us without first requesting a return will not be accepted. Please ensure your order number is visible on the box. Please note items whilst in transit to us are your liability, we therefore highly recommend you opt for an insured, tracked option when returning an item to us. If an item is lost in transit to us we cannot refund you and you must take this up with your courier.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will cover all costs related to any damaged or mistaken items.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on certain items such as gift cards or store credit. Your original shipping cost will not be refunded unless the item is faulty.

 

Cancellations by us
Occasionally, we may have to cancel the item you've ordered as we only hold small amounts of stock across our product. This can mean from time-to-time we will be in touch to offer you an alternative or a full refund for the value of that item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@pookieoriginals.com.