Refund policy

HOW TO MAKE A RETURN

With returns contributing to high carbon emissions as well as an increase in packaging, the cost to the environment is huge. That is why we encourage our customers to do well thought-out shopping. 

In order to protect such a delicate garment as a panama hat, we use only DHL as our trusted shipping partner. We cover a significant amount of the total return-costs, but we will deduct €30 from your total refund amount**. In that way we can save you the inconvenience of organising the shipping on your own and bearing much more significant costs.

**If you received a personalised shipping quote to one of the countries we don't ship to, prices for the return may vary. 

To start a return kindly contact us on info@poqas.com. Please make sure that your items meet our Returns Conditions below.

 

RETURNS CONDITIONS

    • Items must be posted in the mail within 14 days of delivery from POQAS. Any items posted after this time frame may be denied
    • Items must be returned in their original condition including tags, boxes and sanitary labels to be eligible for either a refund or store credit
    • Once POQAS has received your returned package, all returned items will be inspected before a refund or store credit is issued.


    HAVE YOUR ORIGINAL PAYMENT DETAILS CHANGED?

    To make your refund run smoothly, if there may be an issue with your original payment type, you must notify our Customer Care team prior to making your return at info@poqas.com in order to organise alternative refund arrangements. Unfortunately, any issues that may arise with refunds to the original account once your refund has been processed are completely out of our control.

    EXCHANGES

    Due to our products frequently selling out, we cannot process an exchange for you. If you require a replacement size, colour or alternative item/s, you are required to place a new order.

    RECEIVED THE WRONG ORDER OR A FAULTY ITEM?

    Each single hat goes through a scrupulous quality check before it leaves our atelier. However, mistakes can happen. If you were shipped the wrong order or a faulty item, please notify us immediately by contacting our Customer Care team at info@poqas.com and quoting the order number and fault or incorrect item. We will send you the correct item upon receipt of proof that you have sent back the wrong or faulty item.

    EXTRA INFO

    Please note that the goods are your responsibility until they are returned to POQAS. POQAS will not issue a refund on item/s that are not received or are lost in transit.

    Shipping is non-refundable except in cases where POQAS may have made an error.

    ***POQAS reserves the right to deny a return if items are returned used, soiled, worn or damaged in any way or have any form of excessive hair, makeup trace, perfume or scents on the fabric. These soiled or damaged items will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.

      • Please allow 5 business days for a refund to be processed from the date that the returned item is received by POQAS, and 10 business days during holiday periods
      • We will let you know once your refund has been processed via the email address that the order was placed with
      • Refunds will be issued to either the credit card or through the original payment method used upon checkout