Orders & shipping
Where do you ship?
To the United States and Canada.
How much is shipping?
Free on orders of $50 or more; $10.90 flat rate below that.
When will my order arrive?
We pack orders within 1–3 business days (1–5 business days in busy seasons). Delivery then takes 4–12 business days. Your estimated delivery dates are shown at checkout and in your confirmation email.
How can I track my order?
You receive a tracking number by email when your parcel ships. You can also use our Track Your Order page.
What if my parcel never arrives?
Our 30-day delivery guarantee covers you: if it has not arrived within 30 days of your order date, we send a replacement or a full refund.
Products
Are your bags real leather?
Most of our leather-look bags are made from faux (vegan) leather. Each product page lists the actual material. We only use the word “leather” on its own for genuine leather.
Are the colors accurate?
We photograph every color in natural light, but screens differ. If you are unsure about a shade, email us and we will send extra photos.
How do I care for my bag?
Wipe faux leather with a soft, slightly damp cloth, keep it away from direct heat and store it stuffed in its dust bag. Each product page has care tips for its material.
Returns & payment
Can I return an item?
Yes, within 14 days of delivery, unused and in original packaging. See our Refund & Returns page.
Is checkout secure?
Yes. Payments are processed over an encrypted connection by our payment provider; we never see or store your full card details.
How can I contact you?
Email contact@pouchelle.com. We usually reply within a few hours and always within 24 hours.