returns & exchanges
POETICA is dedicated to making your experience as easy and pleasurable as possible. Please note that we are here to help!
HELP@POETICAWORLD.COM
RETURNS / EXCHANGES
Adress for returns/exchanges: 22 Avenue William Favre, 1207 Genève, SWITZERLAND
Email us at help@poeticaworld.com to start the return process. We will send you a return label.
RETURNS / EXCHANGES ARE FREE OF CHARGE
*Put items in a secure box
*Print the return label and sign it.
*Contact UPS to schedule a pick up.
What is your return policy?
We accept non sale items in new condition for a full refund. You have seven (7) calendar days from the day you receive your item(s) to postmark your items for return. Your refund will be credited to the same credit card used to make the purchase, unless store credit is requested.
*IT IS MANDATORY THAT ITEM(S) BE RETURNED/EXCHANGED NEW, UNUSED, IN THEIR ORIGINAL DUST BAG. RETURNS/EXCHANGES THAT ARE DAMAGED/SOILED WILL NOT BE ACCEPTED AND WILL BE RETURNED TO THE CUSTOMER AT THEIR EXPENSES.
*PURCHASES MADE WITH THE INTENT TO COPY WILL RESULT IN LEGAL ACTION.
*PLEASE ALLOW APPROXIMATELY 3-4 BUSINESS DAYS FROM OUR RECEIPT OF DELIVERY TO PROCESS YOUR RETURN/EXCHANGE.
*CUSTOMERS WILL BE NOTIFIED VIA EMAIL WHEN THE RETURN HAS BEEN PROCESSED AND A CREDIT HAS BEEN ISSUED TO THE ORIGINAL FORM OF PAYMENT.
*SHIPPING CHARGES WILL NEVER BE REFUNDED. NO EXCEPTIONS.
*INTERNATIONAL SHIPPING, DUTY, AND TAXES ARE NON-REFUNDABLE IN THE EVENT OF A RETURN/EXCHANGE.
How long does it take to process a return?
Once we receive your return, please allow approximately 3-4 business days for your return to be processed at our warehouse and then approximately 5-10 business days for the refund to be posted to your credit card. Your refund will be credited to the same credit card used to make the original purchase. We’ll send you an email when our team has processed your refund so you know it’s on the way.
What if my return is late?
Returns postmarked more than seven (7) days after you receive your purchase are ineligible for a refund.
Will I be refunded the full value of my order?
If your order has been sent to a destination within EU, all sales taxes that we have collected will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through The Poetic Filter. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that it can take up to 10 business days for the refund to appear in your account.
What if something I receive is damaged or faulty?
POETICA is produced in Italy and of highest quality, from the fabrics used to a constantly supervised craftmanship.
ALL ITEMS ARE QUALITY CONTROLLED AND CHECKED FOR ANY FAULTS BEFORE THEY ARE DISPATCHED TO CUSTOMERS. PHOTOS OF THE MERCHANDISE ARE TAKEN BY OUR TEAM FOR PROOF OF èPERFECT CONDITION IN CASE OF COMPLAINTS.
However, if you have a concern with a damaged or faulty item, please email us immediately at help@poeticaworld.com within 3 days of receipt of order. We will cover the cost of returning your item to us so it can be repaired, replaced, or refunded provided that you return the item within seven (7) days after your receipt of the item.
*IF YOU RECEIVED THE INCORRECT MODEL OR COLOR, PLEASE ALSO EMAIL info@thepoeticfilter.com SO WE CAN SET UP YOUR RETURN AS SOON AS POSSIBLE. IN THAT CASE ONLY, WE WILL COVER SHIPPING CHARGES.
EXCHANGE
*INTERNATIONAL SHIPPING, DUTY, AND TAXES ARE NON-REFUNDABLE IN THE EVENT OF A RETURN/EXCHANGE.
What is your exchange policy?
We accept non sale items in new condition for an exchange. You have seven (7) calendar days from the day you receive your shipment to postmark your items for exchange.
How can I do an exchange?
If you desire to exchange your bag with one that costs the same price, please send us an e-mail at help@poeticaworld.com and let us know within 2 days after receiving your order. Let us know which bag you would like us to put on hold for you so that it doesn’t sell while your return is on its way back to us - as our pieces are LIMITED EDITIONS. Follow returns instructions.
*IF YOU WISH TO EXCHANGE YOUR BAG FOR ANOTHER ITEM THAT DOESNT COST THE SAME, WE WILL CREDIT THE DIFFERENCE ON YOUR ACCOUNT
*IF YOU WISH TO EXCHANGE BAG FOR MORE EXPENSIVE ITEM WE WILL CHARGE YOU FOR ANY SUPPLEMENT.
I placed an order and then changed my mind, can I refuse my package and have it “Returned to Sender” (RTS)?
You will have to accept the package and request a proper return under the terms of our return policy. If an international purchase, your package has already been cleared by your government, and customs duties and sales tax charges have been applied. If you refuse your package, you will still be responsible for customs duties, sales tax and return shipping.