Refund Policy

Returns

Our 'change of mind' returns policy lasts 14 days.

You also have a further 14 days beyond that for a 'change of mind' return to be issued as a store credit. 

Change Of Mind includes returning due to size - so please make sure to use the size guide provided before buying.

Refunds

You can download a blank returns form HERE or a prefilled one from your shipping confirmation email.

To be eligible for a refund, your item must fulfill the following criteria:
• It must be unused and in the same condition that you received it.
• It must be in the original packaging and fit for resale.
• It must have been purchased from our website for full price.

Unfortunately we do not pay for shipping costs on returns so you will need to make sure correct postage is applied and a proof of posting obtained. 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and it has been accepted.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 days.

If your returned goods are not in the condition required then we will email you within 3 days of receiving your items. You will be offered a return value equivalent to selling the goods on our outlet pages or the items may be sent back to you.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@poconido.com

Exchanges

Unfortunately we are not able to exchange products. If you need a different item please return the one you don't want for a refund and make a separate purchase for the correct item.

Sale items

Only full priced items may be refunded, unfortunately sale items cannot be refunded or exchanged. If you do return a sale item it will be refunded as store credit (after the shipping cost has been deducted).

Shipping

To return your product, please email hello@poconido.com first. 

You are responsible for paying shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

We are not shipping outside the UK at this time. 

Faulty Goods

If your returned item is deemed faulty, you will be refunded in full and reasonable return shipping costs will be refunded by us. Please email photos and a description of the problem to hello@poconido.com before sending any products back to us. It may not be necessary to send the faulty item back.