Refund policy

We offer a 14-day return policy, allowing you to request a return within 14 days of receiving your item. To be eligible for a return, the item must be in its original condition—unworn, unused, with all tags attached, and in its original packaging. Items returned in non-resalable conditions, won’t be eligible for refund, and we will need to send them back to you at your expenses.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return Procedure

Before initiating a return, please ensure that your request meets the requirements outlined in this return policy. Once confirmed, follow the steps below to submit your return request:

  • Log in to the Popseekl app.
  • Navigate to the "Orders" section, locate the order you wish to return, and select "Request Return."
  • On the "Request Return" page, choose the items you wish to return, provide a reason for the return, and click "Request Return."

If your return is accepted, we will provide you with a return shipping label that includes all the necessary information for the courier, along with instructions on how to send your package. Please note that items sent back without first requesting a return will not be accepted.

Once you receive your shipping label, you have 14 days to send your item(s) back to us. An order may be returned in its entirety or partially.

You can always contact us for any return question at support@popseekl.com

Exceptions / non-returnable items

Certain items are subject to special conditions or cannot be returned, as outlined below:

  • Socks, underwear, and swimwear must be returned with the original hygienic protective labels still attached, and, where applicable, in their original, unopened, and undamaged packaging.
  • Lingerie and swimwear must be tried on over your own undergarments. We will not accept returns of items that have been worn or show any signs of use.
  • Made-to-order items, created according to specific customer instructions, cannot be returned unless they are damaged or defective upon delivery.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. Returns will be assessed within 2 working days from the time we receive the returned item.

If your return is approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that, if applicable, the refund may be net of any return costs, as outlined in the Return Costs section. Remember, it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@popseekl.com.

If your return is not approved, we will notify you of the reason, and the item will be shipped back to you at your expense. No refund will be issued in such cases.

Return Costs

Whether a return incurs a fee depends on (i) the shipping location of the customer and the seller partner and (i) the return reason:

  • National Returns: Returns within the same country as the seller are free of charge
  • International Returns: For international returns, the customer is responsible for paying a return fee, which will be deducted from the refund amount. The return fee will vary based on the shipping destination and will be clearly indicated along with the return shipping label, allowing you to assess the fee before proceeding with the return.
  • Exceptions: If the return is due to receiving the wrong item, or if the item is damaged or defective upon delivery, no return fee will be charged.

Right of Withdrawal

Depending on your place of residence, you have the right to withdraw from your order in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) or the corresponding consumer legislation in force in EU member states. This means that during the withdrawal period, if you change your mind or decide for any other reason that you do not want to keep the purchased products, you can inform us of your decision to withdraw from the order.

Once the products are returned to the relevant Partner, a full refund will be issued, including the original delivery costs. However, you will be responsible for organising and covering the full cost of returning the order to the Partner. A full refund will only be processed after the products included in the return have been received and accepted.