Refund policy
Every Pokaya item is embroidered to order, just for you. Because of this, we can't accept returns or exchanges for change of mind, or for the wrong size or color, so please check the size guide on each product page before ordering.
Damaged, defective or wrong items
If your item arrives damaged, has an embroidery defect, or isn't what you ordered, we'll make it right:
- Email us at pokaya.shop@gmail.com within 30 days of delivery.
- Include your order number and a clear photo of the problem (and of the label, if it's the wrong item).
- We'll send you a free replacement or give you a full refund, whichever you prefer. You don't need to send the item back.
Lost packages
If your tracking hasn't updated for a long time or your package hasn't arrived, contact us no later than 30 days after the estimated delivery date and we'll look into it with our production partner. If a package is confirmed lost in transit, we'll send a replacement.
Order changes and cancellations
Production usually starts within a few hours of ordering. If you need to change or cancel your order, email us as soon as possible. We can only make changes before production has started.
Wrong address
Please double-check your shipping address at checkout. If a package is returned to us because of an incorrect or incomplete address, we can reship it once the address is confirmed; the reshipping cost will be charged to you.
Refunds
Approved refunds go back to your original payment method. Depending on your bank, it can take 5 to 10 business days to appear.
Questions
Write to us anytime at pokaya.shop@gmail.com. We usually reply within 1 to 2 business days.