Return Policy

Returns and exchanges are hassle-free and can be requested within 30 days of the delivery date.

Return Policy Q&A:

• Refunds: issued to the original form of payment.
• Processing Time: please allow 3–7 business days for processing once the return reaches us.
• Shipping Fees: shipping and handling charges cannot be refunded.
• Return Label:
  For returns inside the U.S. we provide a return label for your convenience. A $9 fee is deducted from the refund to cover the cost of that label — just use it to send the package back.
  
  For returns outside the U.S. we accept returns and exchanges, but do not provide return labels. The return shipping cost is paid by the customer.
  
  The return address is sent to you together with the return authorisation.
• One Return Label per Order: different orders cannot be combined into a single return.
• Gift Cards: orders paid with a gift card are refunded to that same gift card.

Return Instructions:
A return cannot be accepted in the following cases:

• Condition: pieces must come back unworn, unwashed and in original condition, with every tag and liner still attached.
• Excessive Wear: items with heavy signs of use, or that have reached the end of their intended lifespan, are not accepted.
• Final-Sale and Clearance Items: final-sale and clearance pieces are not eligible for return, including items such as mystery boxes and silicone nipple pasties.
• Non-Popilush Purchases: anything bought somewhere other than our own store must be returned to the shop where it was purchased.

Important Note:
Popilush may decline a return at its sole discretion.

When the return is the customer’s choice, the return shipping is paid by the customer and the amount depends on the courier chosen.

When the fault is ours — the item arrived damaged or is not the right one — the customer pays nothing for the return shipping.

An exchange can be for the same product in another size or colour, or for a completely different style.

As soon as the returned item reaches us and is processed, the replacement is shipped. Any price difference on the new item is paid by the customer.

The exchange service is free of charge. This offer covers the Contiguous United States only.

Only one exchange per order is accepted.

Customers outside the country pay the shipping cost on returns and exchanges.

If the pieces do not fit when your package arrives, write to us at contact@popilushstore.com.

Products must come back unworn, unwashed, in original condition and with every tag attached.

Please put the original order packing slip inside the return package. Original shipping charges, duties paid and any other associated cost are not refundable, and the return postage is paid by the customer unless the return was caused by a quality problem.

The instructions on how to ship the items back are in the email you receive after the return request is created.

Whatever part of the order you send back, make sure the products carry no damage caused after delivery and that tags and packaging are in good condition.
Get in touch with our Customer Support Team to arrange your returns or exchanges.
Customer Support Team: contact@popilushstore.com
Send us the order number (e.g. #123456), photos of the items (with tag and packaging bag) and a detailed reason for the return.
Because of the volume of emails, please allow 1-3 business days for a reply from our support team.
Please note: the team is not in the office to read or answer emails on weekends.

Returning and/or exchanging several items from the same order
Put every item in the same box and use a single return label. The label has to match the content of the package so the correct refund is issued once it is processed.
Whenever possible use one return label per order — that way a single return fee applies even when several items come back at once.

Returning or exchanging items from different orders
When items belong to different orders it is essential to create a separate return for each one and to pack every item with its matching return label. As a rule, one return label is used per order.

You have a 30-day return guarantee.

Before sending any part of your order back, make sure the products carry no damage caused after delivery and that tags and packaging are in good condition. If you are not completely in love with how they feel or fit, simply exchange or return them within 30 days. Email contact@popilushstore.com with your Order ID (e.g. #1234), photos of the items (with tag and packaging bag) and a detailed reason for the return. We are sorry, but the return label covers the Contiguous United States only, not recipients in Alaska, Hawaii, Puerto Rico, the U.S.V.I., etc.

* One return label per order

Original shipping charges, duties paid and any other associated cost are not refundable, and the return postage is paid by the customer unless the return was caused by a quality problem.

Exchanging for another colour, style or size is free of charge. This offer covers the Contiguous United States only.
We are sorry, but it is not available for recipients in Alaska, Hawaii, Puerto Rico, U.S.V.I. etc.


Please note that only one return or exchange per order is accepted.

Return status
To follow a return, use the tracking number printed on the return label.
Once the package reaches us, the refund and the confirmation email arrive within 3–5 business days. The money goes back through the same method used on the purchase. If you chose the gift card option, a POPILUSH gift card is issued as soon as the return is on its way back to us and sent to the email used on the original order.
Any other question about the status of a return: contact@popilushstore.com.

Exchange status
After the original order is sent back with the label our team provided, the exchange is processed and a shipping confirmation email goes out once it is on the way to you.
If the return is already with us and there is still no update on the exchange, email contact@popilushstore.com for more information.

When there is nothing wrong with the product and the return is only about size, colour or personal preference, the package has to come back to us first, and the shipping paid on the order is NOT refundable.

Once the return request is accepted, the refund is processed and applied to the original payment method. You are notified by email.

Depending on how fast each financial institution works, the amount can take 5-10 business days to appear on your bank account.

You can always reach us with any refund question at contact@popilushstore.com.