returns & exchanges
TEMPORARY RETURNS POLICY ADJUSTMENT: Due to the ongoing COVID-19 crisis and in an effort to reduce the financial strain on our business, we are having to temporarily suspend free returns. You can still download a return shipping label for non-clearance items through our returns portal, and the cost of the label will be deducted from your refund.
We are happy to fully refund brand-new, unworn items that are returned in perfect condition with tags attached. We now offer shipping labels for free returns for US customers (see below).
Given the small size of our business, we respectfully request that you only order pieces that you hope to keep, rather than placing large orders with the expectation of returning many pieces. Because each piece is handmade and unique and production is limited, we can’t afford to operate as a mail-order dressing room in the way that big corporate clothing companies do. We are excited to be offering a full return policy for those times when pieces don’t fit as expected, and we hope you will help us keep our policy by minimizing returns.
Thank you for understanding that our small business can’t handle large-volume returns!
We know that it can be hard to find the right fit and style when ordering online. If you are concerned about fit, please familiarize yourself with the poema sizing info and write to Hannah at email@example.com.
Commando underwear and bodysuits:
Please note that because Commando products are pre-package lingerie-style apparel, we do not accept returns of these items. All sales of Commando products are final.
All items marked for "clearance" are sold as-is and are non-returnable. Don't hesitate to contact us before purchase with any questions you might have about clearance items.
- Returns must go back into the mail within a week of receipt. We can’t accept returns on items after one week.
- Please email us at firstname.lastname@example.org so that we know to expect a package from you in the mail!
- We will process refunds (minus shipping costs) as swiftly as possible, but refunds for multiple-item orders and refunds for multiple consecutive orders may take up to 30 days to process.
- PLEASE CLICK HERE TO INITIATE A RETURN!
(Unfortunately, we can only offer free return labels for US customers. International customers must purchase their own return postage.)
At this time, poema does not have an exchange policy. We suggest that you follow the above procedure for returns, and then place a new order from the online shop.