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Returns & Exchanges

We want you to be happy with your purchase, so if you are not satisfied with your product we are here to help.

Returns

Merchandise can be returned for a full refund within 21 days from day of receipt if this is not the product that you were looking for. Returns will not be accepted after 21 days. 

Once we receive the original items and approve the return, we will inform you via email.  Please allow 14 days after receipt for store credit or refund.  Shipping and handling charges are non-refundable.

Exchanges

If the item is not what you were looking for, but you would like to exchange it for something else on our site you can do so within 21 days from date of receipt.

Once we receive the original items and approve the exchange, we will inform you via email.  Exchanges will be processed within 5 business days on top of the shipping time. Shipping and handling charges are non-refundable and will need to be borne by the buyer.

Merchandise returns and exchanges will be accepted under the following conditions.
All articles must be in saleable condition. We will only accept returns for items that have not been worn, altered, or washed. Items must have all original tags and packaging. We reserve the right to refuse credit if the items do not meet the above criteria.

Please send returns to:
Pom Pom & Puffin
135 Duchess Avenue
Singapore 269163

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We encourage you to use a trackable shipping service or purchasing shipping insurance since we cannot be held liable for goods lost in transit. We cannot guarantee that we will receive your returned item.

Damages during shipping
If your item appears to have been damaged during shipping, contact us immediately at pompomandpuffin@gmail.com. Claims must be made within 7 days of receipt of goods. Please retain all packaging for inspection.

Wrong item
Sometimes mistakes happen and in the event that we sent you an incorrect item, contact us immediately at pompomandpuffin@gmail.com. We apologize for any inconvenience and will contact you within 24 hours to arrange for an exchange or return at our expense.

Late or missing refunds

If you haven’t received a refund yet, please first check your bank account again. Then contact PayPal, it may take some time before your refund is officially posted. Next contact your bank since there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at pompomandpuffin@gmail.com.

Retail partners

If you purchased your items from one of our retail partners, please contact the retailer directly for their return policy. We can only accept returns or exchanges for items purchased at pompomandpuffin.com