Returns Policy
Worried about fit or receiving the wrong item? We keep returns straightforward so you can try styles with confidence—our team is here to help at every step.
Below you’ll find clear guidance on eligibility, item condition, photos we need to assess a claim, and who pays return shipping in each scenario.
Return window: 30 days from the delivery date. To qualify, items must meet the conditions below.
1. Eligible reasons for a return
We accept returns requested within 30 days of delivery for the following reasons:
- Defective or damaged on arrival
- Wrong item or wrong size shipped
- Significantly different from the product description
- Change of mind or fit preference (if all condition requirements are met)
2. Item condition requirements
To keep everyone’s experience consistent, returned items must be:
- Unused, unwashed, and unworn
- With all original tags attached
- In original packaging where reasonably possible
Please try items on indoors and avoid makeup, fragrance, or deodorant transfer.
3. Photo and proof guidelines
Clear photos help us resolve your request quickly. Please include:
- Well‑lit images of the issue (for defects/damage)
- A photo of the size or care tag
- Full front and back photos of the item
- Packaging photo if the parcel arrived damaged
4. How to request a return
- Email [email protected] from the address used at checkout.
- Include your order number, the item(s) you’d like to return, your reason, and the requested resolution (refund or exchange).
- Attach the photos listed above so we can assess eligibility.
- Wait for our reply with approval status and instructions. We typically respond within 1–2 business days.
- Only ship the item after receiving our approval email with the return instructions. Unauthorized returns may be refused.
5. Who pays for return shipping
| Scenario | Return shipping cost | Original shipping fee refunded? | Exchange availability |
|---|---|---|---|
| Our error (defective, damaged, wrong item/size, or significantly not as described) | Poopooloo pays | Yes | Yes, if the replacement is in stock |
| Change of mind / fit preference | Customer pays | No | Yes, if the requested item is available |
When we are at fault, we will cover the cost of returning the item. Instructions are provided in the approval email. For change‑of‑mind returns, please use a trackable method and keep your receipt.
6. Items we cannot accept
- Items that are worn, washed, altered, or show signs of use
- Items missing original tags
- Items returned with odors, stains, pet hair, or damage not present on delivery
- Minor cosmetic or color variations due to lighting or monitor differences (not considered defects)
7. Exchanges
If you prefer an exchange, let us know the size or color you want when you email us. Exchanges are subject to availability at the time we process your request. If the item you want is unavailable, we will proceed with a return per this policy.
8. Approval and communication
We will confirm approval or ask for any missing details by email. We aim to reply within 1–2 business days and will include clear packing and shipping instructions in our message.
We are here to help. For any questions about eligibility or to start a return, email [email protected]. Business address: Thôn Phiêng Liềng, Ngọc Phái, Chợ Đồn, Bắc Kạn.