Returns & Refunds

14-day returns

If you are not happy with your purchase, you can return it within 14 days of delivery for a refund.

What can be returned

  • The item must be unused, in the same condition you received it, and in its original packaging with all tags and accessories.
  • Items that show signs of use, wear, damage caused after delivery, odors or stains cannot be accepted.

How to return an item

  1. Email us first. Write to contact@pouchelle.shop within 14 days of delivery with your order number and the reason for the return. If the item is damaged or incorrect, please attach photos.
  2. Get the return address. We will reply with the current return address and instructions. Our return address can change, so please always wait for our reply and do not use an address from an older email, package or website.
  3. Ship it back with FedEx or UPS, using a service that provides a tracking number. Pack the item securely.
  4. Send us the tracking number by replying to our email, so we can follow your parcel.

Returns sent without contacting us first, or with a carrier other than FedEx or UPS, may be delayed or not accepted.

Pack sizes and partial returns

If you bought a pack of several pieces, you can return the whole pack or only some of the pieces, within 14 days of delivery and under the same conditions as above (unused, original packaging, contact us first).

Larger packs have a lower price per piece. If you return only part of a pack, the pieces you keep are priced at the pack size that matches the quantity you keep, and we refund the difference together with the price of the pieces you send back. We will confirm the exact refund amount by email before we process it.

Return shipping costs

You are responsible for the cost of shipping the item back to us. Because the return is international, we are unable to create or send you a prepaid return label.

Refunds

When your return arrives at our warehouse and we have completed our checks, we start your refund to the original payment method and email you to let you know. Your bank or card provider may need a few more days to show the money in your account. Original shipping was free, so there is no shipping charge to refund.

Damaged or incorrect items

If your item arrived damaged or is not what you ordered, email us right away with your order number and photos so we can review it.

Exchanges

We do not offer direct exchanges. To get a different color or item, return the original within 14 days and place a new order.

Your legal rights

This policy does not affect any rights you have under the consumer laws of your country, including the EU and UK consumer rules and the Australian Consumer Law.