Return & Refunds Policy

Everything we sell is made for one particular order. Here’s when we’ll replace or refund an item, what we can’t take back and how to ask for help.

1. Need a Change? Start Here

You can edit or cancel an order at no cost within 6 hours of checking out, as long as it hasn’t gone to print yet. Every detail is in our Cancellation & Modification Policy.

2. Your 30-Day Window

You have 30 days, counted from the day your order is delivered, to tell us something’s wrong. If the parcel never turns up, the 30 days start on the last day of its delivery estimate.

3. What We’ll Make Right

  • It arrived damaged.
  • It has a production defect or a printing fault, like a print that’s peeling or cracked straight out of the package, or one that’s crooked or blurry.
  • You received a different design, color, size or product than the one on your order confirmation.
  • It’s clearly not what the product page described.
  • The carrier’s tracking or its investigation shows the parcel was lost on the way.

To look into a claim, we may ask you for a couple of sharp photos showing the item and its shipping label. Once in a while, a short video helps too.

4. What We Can’t Take Back

  • You changed your mind, or you don’t need the item anymore.
  • You chose a size without looking at the size chart.
  • A small color difference caused by your screen or device settings.
  • Anything that was worn, washed or altered after it arrived. (A defect that first appears in the very first wash, with the care instructions followed, is still covered.)
  • Items mailed to us before you’ve talked with our support team.
  • Parcels that couldn’t be delivered because the address given at checkout was wrong.

Since each piece is made for one order and can’t be sold to anyone else, these situations fall outside this policy.

5. How Long a Refund Takes

We’ll answer your first email within 24 hours on business days and decide on your claim within 2–3 business days. If we approve it, the choice is yours: a replacement at no cost, or a full refund. The money goes back to the card or account you paid with within 5–10 business days, though it can take a few extra days for PayPal or your bank to show the credit. Most claims don’t involve sending anything back. If we need the item returned, we’ll email you a prepaid return label, so you never pay postage to fix a mistake we made.

6. How to Ask

  1. Email [email protected] with the subject “Order issue” and your order number.
  2. Tell us what went wrong in a sentence or two. Attach one photo of the problem and one of the shipping label.
  3. Let us know which you’d like: a replacement or a refund.

Need a Hand?

Monday–Friday, 9:00 AM–5:00 PM Eastern Time. Closed Saturday, Sunday and U.S. federal holidays.

Pokimerch
500 Valley Stream Dr
Newark, DE 19702
United States
Email: [email protected]
Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time
Closed Saturday, Sunday and U.S. federal holidays

Last updated: October 13, 2026