NATALIE MARTIN | ELLA TOP

SHIPPING

Shipping rates are determined at checkout based on the selected shipment method and zip code entered. These are calculated rates from our shipping provider and cannot be adjusted. A valid tracking number will be provided after an order shipment has gone out. If you do not receive one, please reach out to info@pooleshopcharlotte.com.

Currently, we do not offer international shipping from the U.S.

If the total purchase amount exceeds $5,000.00, a signature is required for delivery and a new shipping label/tracking number will be created and sent to the customer. (This may incur additional shipping charges.) 

DELIVERY

Once an order is shipped out from the store, Poole Shop is no longer held responsible for any missing, lost, stolen, or damaged packages. When an order is received, we carefully examine each item to ensure it is in new condition before sending out an order. We also carefully package the merchandise to ensure it will arrive undamaged.

If you find that your package is missing, lost, stolen, or damaged, we strongly encourage you to reach out directly to the shipping carrier and file a claim using your provided tracking number. Once a package leaves our store, we are unable to accept any claims made against the package.

QUESTIONS?
Please contact info@pooleshopcharlotte.com for any further questions.

RETURNS & REFUNDS

Poole Shop understands that returns happen. We ultimately want you to be happy with your purchase. Below you'll find our online and in-store return/refund policies. 

ONLINE RETURNS POLICY

We will happily accept online returns for regular price, unworn, unwashed, unaltered merchandise. Returned item(s) must be postmarked within 7 days of delivery to the provided shipping address. Original invoice must be included.

The customer is responsible for the cost of return shipping. Once the item is received at our store location, it will be processed for a potential refund if policy criteria are met.

All Sale Merchandise is FINAL SALE and not eligible for returns, refunds, exchanges, or further price adjustments.

Poole Shop is not responsible for any lost, stolen, missing, or damaged packages shipped by the customer and cannot offer refunds or store credit for these cases.

We have the right to deny a refund if the merchandise returned does not meet our return policy requirements.

If the above conditions are met, Poole Shop will initiate a refund of the retail amount back to your original payment method, shipping costs are not included. Please allow 7-10 business days for processing.

INITIATING ONLINE RETURNS

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
4. Go back to the online store, and then enter a six-digit verification code.
5. Click the order that you want to submit the return for.
6. If your order has more than one item, then select the items that you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

IN-STORE RETURNS POLICY FOR ONLINE ORDERS

We will happily accept in-store returns for online orders of regular-price, unworn, unwashed, unaltered merchandise within 7 days (24 hours for fine jewelry) from the date the package was delivered to the shipping address provided. Original invoice must be included.

All Sale Merchandise is FINAL SALE and not eligible for returns, refunds, exchanges, or further price adjustments.

We have the right to deny a refund if the merchandise returned does not meet our return policy requirements.

If the above conditions are met, Poole Shop will initiate a refund of the retail amount back to your original payment method. Please allow 7-10 business days for processing.

IN-STORE RETURNS POLICY FOR IN-STORE PURCHASES

Any item(s) purchased in-store must be returned within 7 days of the original purchase date to be eligible for in-store credit only. Refunds are not eligible.

All Sale Merchandise is FINAL SALE and not eligible for returns, refunds, exchanges, or further price adjustments.

QUESTIONS?
Please contact info@pooleshopcharlotte.com for any further questions.