Return Eligibility
We understand that sometimes things just don’t work out. If you are not completely satisfied with your purchase, you can return most items within 15 days of the delivery date. To be eligible for a return, items must be:
– Unworn and unwashed
– Free from makeup, deodorant, and perfume stains
– In their original packaging with tags attached
– Accompanied by a proof of purchase (order confirmation email or receipt)
**Note:** The following items are not eligible for returns or exchanges and will not be refunded unless there is a quality issue.
- Sale items, intimate apparel (such as lingerie and swimwear), and accessories
- Bodysuits, event and party costumes
- Items marked as flash and final sales
- Custom made items, custom printed or engraved items.
- Items with non-returnable marks and free gifts cannot be returned.
Return Process
Returning your Pop Rose purchase is easy! Follow these steps to initiate your return:
Step 1: Start Your Return
Since return address will vary according to the ordered item(s) & customer location, please first contact us at [email protected] to initiate a return request and briefly let us know the reason. We will then send you the detailed return instructions.
Step 2: Prepare Your Package
Securely pack all of the items that you want to return in the original packaging and include a slip with order number written.
Step 3: Ship Your Return
You could choose the cheapest method to ship at your location. Your return package must be mailed out within 7 days from the date we sent you the return instruction. Once you have shipped the package, please let us know the tracking number and we will follow up with you once we received the package at our facilities.
**Note:** Pop Rose is not responsible for lost or stolen packages. We recommend using a trackable shipping method.
Refunds
– Once we receive your return, our team will inspect the items and process your refund within 5-7 business days. Refunds will be issued to the original form of payment. Depending on your bank, it may take an additional 3-5 business days for the refund to appear in your account.
– Please note that original shipping charges are non-refundable. (The original shipping fee refers to the actual shipping cost that we pay to the logistics company for shipping your order, not the shipping fee you paid when placing the order.)
Exchanges
Please contact us at [email protected] to start an exchange request. We will get back to you very soon with detailed instructions.
Responsibility for Return Shipping Fees
Unless the item you received is damaged, defective, or incorrect, the return shipping fee is the responsibility of the customer.
We stand behind the quality of our products. If you receive a damaged or defective item, please contact our Customer Support Team within 7 days of receiving your order. We will be happy to assist you in resolving the issue by providing a replacement or a full refund.
Important Notes
1) Custom duties and taxes on return package(s) are the responsibility of the customer.
2) Please do NOT send your return package to the sender’s address on your package. This is not the address of our return facility and will affect the processing of your return. You should ONLY send it to the address we provide.
3) Please make sure you don’t include non-Poprose items by accident in your return package. We will not be responsible for sending back those items to you.
4) All of our clothing size guide is based on the US size. Since the sizes of the production factories are inconsistent, we will convert them uniformly according to the US size. So please only use the size on the tag attached to the item as reference and ignore all other sizes. Even different colors of the same model may vary in size due to different production locations, but we will eventually convert to the US size. This is not an excuse for a free return or refund.
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Need help?
If you need additional support, please contact us at [email protected]
Happy shopping!