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HELP FAQ

RETURN POLICY

- If you need to return an item, please email customerservice@poketo.com with your order number and the item name to request a Return Authorization

- We cannot accept returns for gift cards, apothecary, skin care, food, original artwork, books or magazines

- Returns are accepted within 14 days of the date of receipt. Returns received more than 14 days after the order receipt date will not be accepted and no refunds will be given. *may be extended during holiday seasons, and under case-by-case consideration

- Returned items must be in perfect, unused condition and in their original packaging. We cannot accept an item that is not in perfect condition, so please contact us immediately if you are considering a return

- No exchanges or refunds are given on any SALE ITEMS. They are final sales. No exceptions, please

- Refunds can only be issued to your original payment method or in the form of online credit at poketo.com. We are unable to process refunds to a new or different payment method other than what was originally used for your order

- Gift returns will be refunded in the form of online credit at poketo.com

- If you believe you have received an incorrect or faulty item, please contact us at customerservice@poketo.com and include photos of the defect so we can assess the item quickly and help you with a resolution!

-Once you obtain your Return Authorization, you can ship the item to the address below:

POKETO
Att: Returns
820 E 3rd Street
Los Angeles, CA 90013 

- If you are in the Los Angeles area and would like to return your item in person at Poketo Flagship, please have your order number and Return Authorization number ready when you arrive and request an In-Store Return Slip from a retail associate.

- Your return will be processed in the order it was received, during normal e-commerce business hours. You will receive a refund notification upon the completion of your return. If you have any questions regarding returns, please email customerservice@poketo.com

-Shipping is non-refundable

 

Gift Wrap

We offer gift wrapping service for an additional $15. Check the box in your cart to add gift wrap to your order. All items in your order will be placed in one gift box and wrapped in one of our signature Poketo wrapping papers. Oversized packages will be wrapped neatly in brown kraft paper and decorated with Poketo stickers. Please note some items are not eligible for gift wrapping. If you have questions regarding gift wrap service, please contact customerservice@poketo.com


Apparel


OTHER QUESTIONS

I have a coupon or discount code, but I forgot to use it.

We can apply a discount code retroactively as long as your order has not been processed. Please contact us immediately at customerservice@poketo.com with your order number and discount code in the event that you forgot to use the code at checkout. If you have already received your shipping confirmation, we will not be able apply the discount code.


CAN I USE ONLINE GIFT CARD PURCHASES AT YOUR STORE LOCATIONS?

All online gift card purchases must be used online at poketo.com only. 


CAN I USE A GIFT CERTIFICATE I PURCHASED IN YOUR LA STORE FOR ONLINE PURCHASES?

Gift certificates purchased in-store must be used at the same store only. For example, if you purchased a gift certificate at Poketo's Downtown LA store, it must be redeemed at that store only.


Privacy and Security

Any information we collect from you is for the sole purpose of processing your order and will not be sold, exchanged, or otherwise disclosed to anyone. To access, update, or change your personal information, log into your Poketo account and modify your information. We employ industry-accepted standards in protecting your personal information during its transmission on Poketo.com. We utilize SSL [Secure Socket Layer] technology to protect your sensitive information on Poketo during its transmission.


Shipping info

All domestic and international shipping info can be found here.

Wholesale Inquiries
Please reach us at wholesale@poketo.com or 213-537-0751. Please tell us a bit about your store when contacting us. What lines you carry, where it’s located, your resale certificate number, etc., and we'll set you up with a login and password to access our wholesale site.

Any other questions? 
Contact us via email at customerservice@poketo.com or call us at (213) 537-0751. Poketo Online Customer Service is in the office Monday through Friday from 9am - 5pm PST. We are typically able to respond within 24 hours. If you contact us over the weekend or during a holiday we will contact you back on the next business day.