Frequently asked questions
Is shipping really free?
Yes. Standard shipping is free on every order, with no minimum order value.
Which countries do you ship to?
We ship to the United States, Canada, the United Kingdom, Australia and a selection of other countries. The countries available to you are shown at checkout.
How long will my order take?
Orders are processed in 1-3 business days. After dispatch, shipping takes on average 5-9 business days to the US and Canada, 4-7 to the UK and 7-11 to Australia. Busy seasons can take longer. Full details are on our Shipping & Delivery page.
Where do you ship from?
From our warehouses in China or Türkiye, depending on where your items are in stock. Orders with several items may arrive in more than one package.
How do I track my order?
We email you a tracking number as soon as your order is dispatched. You can also check your order in your account.
Can I change or cancel my order?
Email us as soon as possible at contact@pouchelle.shop. We can usually change or cancel an order before it is dispatched, which happens within 1-3 business days. After dispatch you can return it under our 14-day policy.
What is your return policy?
You have 14 days from delivery to return unused items. Email us first at contact@pouchelle.shop and we will send you the current return address. See Returns & Refunds for the steps.
Who pays for return shipping?
The customer pays to ship the return back to us. Please use FedEx or UPS with tracking. We cannot provide prepaid international return labels.
When will I get my refund?
When your return arrives at our warehouse and we have completed our checks, we start the refund to your original payment method and email you.
What does “Pack Size” mean?
On some products you choose how many pieces you want, for example 1, 5 or 10. You receive that many pieces of the same product in the color or option you selected. The bigger the pack, the lower the price per piece.
Can I buy a larger quantity?
Yes. If you need more than the pack sizes shown, email contact@pouchelle.shop with the product and quantity and we will send you a quote.
Can I return only part of a pack?
Yes, within 14 days of delivery. The pieces you keep are priced at the pack size that matches the quantity you keep, and we refund the difference. See our Returns & Refunds page.
How do I choose a color?
Use the color selector on the product page. The main photo changes to show the color you pick.
What are the product sizes?
Measurements are listed in the “Product details” section on each product page. All sizes are in centimetres.
Will I pay customs duties or taxes?
No. We pay the customs duties and import taxes on your order, so there are no extra charges at delivery. See Shipping & Delivery.
Which payment methods do you accept?
The payment methods shown at checkout. Payments are processed securely and we never see or store your full card details.
How can I contact you?
Email contact@pouchelle.shop. We aim to reply within 1-2 business days.