FREE STANDARD SHIPPING ON ORDERS OVER $100
Call
0401217923
Contact
shopatpocket@gmail.com
Store info

Mon & Tues: Closed
Wed - Fr:i 9-4  Sat: 9-2 Sun: 10-2

Directions

2/449 The Esplanade, Torquay

Hervey Bay, Queensland, Australia

2/449 The Esplanade, Torquay

Hervey Bay, Queensland, Australia

Mon & Tues: Closed
Wed - Fr:i 9-4  Sat: 9-2 Sun: 10-2

RETURNS POLICY

Do you want to return something? No problem! All we ask of you is to follow these steps so we can best serve your request.

You are eligible for a return if:

  • You find the item is faulty or the incorrect size.
  • Your returned goods are received back in the exact condition as it was dispatched.
  • You meet the timeframes specified.

Please note: Due to the exclusivity of our unique pieces and fast turnover of new styles we want to give everyone a fair chance at securing their desired items so a prompt return turnaround is important to us to enable the next person the opportunity to secure and enjoy that piece. We greatly appreciate your cooperation and consideration to the next person when it comes to returning your goods. Pocket reserves the right to deny any returns that are received outside these conditions. 

How Do I Return something?

  • Email your request to pocketherveybay@gmail.com outlining the reason eg, wrong size, or if faulty, provide pictures.
  • We will be in contact with you within 24hrs with further instruction (note: we do not process returns on weekends or public holidays)
  • Your return must be posted strictly within 7 business days of the date of delivery within Australia, or 14 days for international orders.The cost of return shipping is at the customers expense and is non-refundable. Please return items via a traceable mail service as Pocket Hervey Bay is not responsible for lost packages returned back to us.
  • Once we receive your returned item/s we will assess it to ensure it meets our return policy guidelines and be in touch with you to let you know if your return has been approved for refund.
  • What Can I Return ?

    It doesn’t fit, or is faulty, no worries….

    You are welcome to return apparel, footwear or accessories (excluding earrings) if you find the product to be faulty or the incorrect size for a full refund of the item excluding the original postage and return postage cost, no later than 7 working business days from date of arrival to you.

    Please note: Our individual handcrafted pieces are perfectly imperfect so there may be the chance of slight variation to the image supplied as no two pieces are the same. This is not a fault, simply the unique characteristics of the individual piece.

    We do not offer returns for change of mind and we are not able to return items for exchange - if you want to change an item for a different size or colour, you will need to place a new order as your returned items will be refunded.

     All goods are inspected upon return and all returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 7 day return policy, you may not be approved for the return.

     

    Faulty Returns:

    On the slight chance that you do not receive your purchase in perfect condition due to a manufactured fault, please contact us prior to returning the faulty item back to us with a description and image of the fault/discrepancy.

    If there is a major fault with the style you've purchased, we will offer to replace it where available. If we cannot replace the style, we will offer a refund and reimburse your return shipping cost.

    All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at the discretion of Pocket.

    If we are unable to determine/approve a manufacturing fault or if a garment is significantly different from the image and description displayed online we unfortunately will not be able to approve your return.

    Due to the delicate nature of some of our unique fabrics each piece is thoroughly checked and photographed prior to dispatch to you so if the returning goods do not match the condition it was sent in we reserve the right to refuse your return.

    A fault can be identified as such:

    - A Faulty piece has a major problem making it unfit for its common purpose.
    - A Damaged piece is caused from an effect due to possible situations.

     Have a problem returning?

    After 7 working business days we reserve the right to refuse refund. However if you have a problem meeting the returns criteria please be in contact Immediately to have your individual situation assessed. Please note that we can not guarantee returns in every situation if you are seeking a return outside our terms and conditions. 

    What you can’t return:

    Due to Hygiene reasons we can not accept the return of earrings or beauty products. Any product that falls outside the guidelines provided above will not be eligible for return.

    When will I receive my refund:

    Returns can take up to7 business days (excluding weekends and public holidays) to reach us. Once received, your request will be processed within 1-3 business days. For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.

     

     International Returns

    International customers - In the event that you receive a faulty item, please contact us prior to returning the faulty item back to us with a description and image of the fault/discrepancy. If approved, you will be required to pay the return shipping cost as is with non international purchases.

    Pocket Hervey Bay work in compliance with the ACCC
    https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund