Return and exchange policy
We’re happy to offer a refund or an exchange for any items that are not completely satisfactory, with the exception of: gift cards, apothecary, skin care, food, original artwork, electronics, books, magazines, or workshops.
For returns or exchanges, you will need to get a return authorization from us before sending back any goods. Please email us at firstname.lastname@example.org with your order number and the nature of the problem.
Exchanges and returns for regular-priced items purchased between November 20, 2016 and December 31, 2016 will be accepted through January 14, 2017.
Exchanges and returns are accepted within 14 days of the date of receipt.
Return items without a prior approval will not be accepted.
Returns received more than 14 days after the original order receipt date will not be accepted and no refunds will be given.
Returned items must be unworn, in perfect condition in their original packaging. This means wallets can not be folded and seal and boxes can not be torn open.
No EXCHANGES or REFUNDS given on any SALE ITEMS, purchased using a DISCOUNT CODE, or during SALE PERIODS. They are final sales. No exceptions, please.
Refunds can only be issued to your original payment method or in the form of store credit. We are unable to process refunds to a new or different payment method other than what was originally used on your order.
Shipping is non-refundable. We are only responsible for the cost of shipping on returns and exchanges for incorrect shipment.
Online order returns or exchanges will not be accepted at any of our physical store locations. Online order returns must be shipped to the address below.
Once you get an approval for a return, you can send it back to:
If you bought an item in our physical store (Downtown LA or The Line Hotel Store), it can be returned for store credit only within 14 days at the same store only. Please refer to your receipt for more information on the full return policy for physical store returns/exchanges.
820 E 3rd Street
Los Angeles, CA 90013
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 email@example.com
I have a coupon or discount code, but I forgot to use it.
Discount coupons must be used at the time of purchase. We can not process discount codes retroactively.
CAN I USE ONLINE GIFT CARD PURCHASES AT YOUR LOS ANGELES STORE LOCATIONS?
No. 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?
No. 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.
All domestic and international shipping info can be found here.
Please reach us at firstname.lastname@example.org 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 email@example.com or call us at 213-537-0751. Monday through Friday we will answer within a few hours or less. If you contact us over the weekend or during a holiday we will contact you back on Monday.