Shipping

- Free express delivery

Poème offers an express delivery service complimentary all online orders within Australia. Orders are typically dispatched within 24hrs (excluding weekends and public holidays), and delivered within two business days for addresses in NSW, or three business days for other states in Australia. We will be shipping worldwide soon, however at this moment we only ship domestically. If you are an international client, please get in touch with us via email.

 

- Secure delivery

To ensure the secure delivery of your order a signature is required upon delivery, Poème does not ship to PO boxes or parcel lockers.

 

- Tracking your online order

We ship all our orders with Australia Post. A shipping notification with tracking details and a tracking link will be sent via email after your order has been dispatched. 

 

 

 

Return and Exchange Policy

We are committed to providing a comfortable buying experience for our customers, therefore Poème creations purchased through the official website or at the Poème showroom may be returned or exchanged within fourteen days of receipt. Please note that Poème does not cover shipping costs for items to be returned, customers are required to arrange and pay for postage.

 

 1. Return & Exchange Conditions: 

- Your item must must be new, unworn and in original condition. Original packaging must be returned and undamaged (shopping bag and boxes). All returns undergo rigorous quality checks, and Poème will not accept any return if the product shows signs of wear, or altered from its original condition in any way.

- You may be asked to provide photos prior to shipping your item back.
Return form must be submitted within fourteen days of delivery date.

- You are the original purchaser. If you are a gift recipient, you may be eligible for an exchange.

 

 

2. General Return/Exchange Process:

 

- Submit a request using this form. You will hear back from us within three business days.

- Once you have received approval from us, you may lodge your item at your local Post Office. Your item must be accompanied by the purchase receipt and original packaging. We recommend opting for parcel insurance as Poème is not held liable for items damaged or lost in transit.

- You will receive an email notification when we have received your return parcel. It will then undergo quality assessment and if approved, your refund or exchange will be processed within 5-10 business days.

- For more information, please contact our customer service team via email: customerservice@poeme.co

 

3. Order Cancellations: 

We are unable to cancel orders once they have been shipped. If you wish to cancel an order that has already been shipped, please initiate a return once you receive the item.

 

4. Product Damage:

If you receive a damaged or defective item, please contact our customer service team within forty-eight (48) hours of delivery, with photos of the product attached. Email: customerservice@poeme.co