Shipping & tracking

You will receive a shipping confirmation with delivery details and tracking once your order is shipped.

Delivery timing is estimated from the time your order is placed. All orders are processed Monday through Friday, excluding holidays. Deliveries are made from Monday to Friday from 9am – 5pm at the carriers’ discretion based on location. An adult signature will be required upon delivery. POQQ cannot be held responsible for any unanticipated delivery delays.

 

Shipping & return

Products can be returned within (14) days of the original purchase date when accompanied by the original sales receipt (except personalized items, engraved products, or Made-to-Order items).

We will have to charge you a restocking fee of 15%.

All merchandise returned for exchange or refund must be in perfect saleable condition. When returning items, you must return the complete product, including the packaging, product certificates where applicable, and the invoice. All refunds may only be made in the same currency and country / region as the original purchase.

When the product was damaged during the delivery process, you can return the product. Please contact us immediately at return@poqq.eu for next steps.

Products that have been purchased in POQQ retail boutiques may not be returned to our e-boutique distribution center.

To return a product to our e-boutique distribution center, you must follow the steps mentioned below:

  1. Send an email to return@poqq.eu
  2. The e-boutique distribution center will send you a return form by e-mail;
  3. Please fill out the required information on the return form and sign it;
  4. You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, all documents, in their original box;
  5. Please seal the delivery package;
  6. Send the package to the address provided;

You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our e-boutique distribution center will be eligible for a refund or exchange. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.

Condition of returned product

We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original POQQ box and delivery package, including all accessories and documents.

All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.

Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.