Last updated: October 29, 2026
14-day returns
You can return any item within 14 days of delivery. Items must be unused, in their original condition and packaging, with all tags attached.
How to return
- Email contact@pouchelle.com with your order number and the item(s) you want to return.
- We reply with the return address and instructions, usually within 24 hours.
- Ship the item back with a trackable service and send us the tracking number.
Please do not send items back without contacting us first; we cannot process unannounced returns.
Refunds
Once your return arrives and is inspected, we email you and issue the refund to your original payment method within 5 business days. Your bank may need a few extra days to show it. Return shipping costs are paid by the customer, unless the item is damaged, defective or not what you ordered.
Damaged, defective or wrong items
If your order arrives damaged or you received the wrong item, email us within 7 days of delivery with a photo. We will send a replacement or a full refund, including shipping, at no cost to you.
Non-delivery
If your parcel has not arrived within 30 days of your order date, you are covered by our 30-day delivery guarantee: replacement or full refund.
Exchanges
Want a different color? Return the original item as described above and place a new order — this is the fastest way to get the piece you want.