We are committed to providing a comfortable buying experience for our customers, therefore Poème creations purchased through the official website or at our Sydney 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.

For hygiene reasons, we are unable to accept earring returns unless deemed faulty.

All sale purchases are FINAL SALE and are not valid for refund, exchange or returns unless deemed faulty.

2. General Return/Exchange Process:

Submit a request using the below 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.