Can I return an item?
Yes. If you have changed your mind, please contact us as soon as possible with your request to return your order and your request for a refund. You have 14 days, also known as ‘cooling period’ upon receiving the items to inform us about your request to return and for a refund. The item must be in its original packaging, unopened and sealed in order for us to process your refund. Returning items is at your own cost and at your own risk so make sure that it is packed and labelled carefully with tracking information to ensure we receive it to process your refund.
How do I return an item/product?
If you wish to return an item/product, please contact us at firstname.lastname@example.org
How long do I have to request a return?
We must ask that you contact us and ship the product(s) back to us within 14 days from the time of delivery.
Do I have to pay return shipping costs?
Yes. We do not cover the cost of shipping for any items returned due to a customer having changed their mind (must be shipped within 14 days from time of delivery).
In the case of damaged/faulty goods, we will cover the cost of returning the item/s to us but this will have to be discussed and agreed upon prior to you returning the item/s.
How long will it take for my returns request to be processed?
Once we receive your returned order to us, please allow for 5 to 10 working days for this process to be completed.
The products arrived damaged/faulty, can I return them?
If you feel that the item you have purchased may be faulty, please email us at email@example.com with a photo and/or video of the product explaining the damage or showing the damage within 7 days of receiving the damaged or faulty item/s.
We will post out a prepaid label to you to arrange the return of the item/s.
We will happily refund your item including all postage or alternatively send you a replacement free of charge.
Can I return an item purchased from a stockist?
Please contact the shop you bought Poko from directly for their ‘returns policy’. We will not refund items that were not bought directly from our website, www.pokoguernsey.gg
Will I get my refund back through my original payment method?
Yes, we will refund back to the original method of payment charged only.
Please note that we will not refund items that have been opened or used and we will not accept ‘returns’ after the 14-day cooling period.
Love it or Return it
For first time customers or for customers ordering a product they have never purchased before for the first time, we are offering a ‘Love it or Return it’ to give you a chance to try something new. We want you to love Poko but if it doesn’t work for you, we will give you a refund within 30 days of purchase. This only applies to products purchased on our website, www.pokoguernsey.gg and only for first time buyers, whether it’s your first time buying from Poko or it’s the first time you’ve purchased a specific Poko product. Please email firstname.lastname@example.org with ‘Did Not Love It, Thanks’ with your order number and your reason. Please note that we can only accept returns under ‘Love it or Return it’ once per product over 365 days and we reserve the right to decline further purchases from you. This applies to Poko skincare products only.
We understand that people have different skin types and different needs and to put your minds at ease, if you don’t love it, you can return it, just as long as it’s within 30 days of purchase. The costs of returning the item/s will be at your own expense and at your own risk so make sure you post it with tracking to ensure we receive the product/s.
We won’t be able to proceed with processing your refund if we do not receive the returned item/s.
We will refund you your money back, less £3 for the cost of the original postage plus admin fees. Please note that we generally absorb a significant amount of postage costs and we don’t pass this in full to our customers so whether free shipping was applied or you were charged for shipping, your refund amount will be less £3 for the reason stated above.
Returns will be collected.