Return & Refund Policy

Customer satisfaction is our top priority. Below is our official, transparent return and refund policy applicable to all orders placed on our website, fully compliant with e-commerce and payment platform regulations.

1 Return Eligibility

To qualify for a return or refund, all returned items must be unused, unworn, unwashed, and in original brand-new condition, with all original tags, packaging, and accessories intact. Items must be free of stains, odors, scratches, damages, or any signs of use.

Final Sale Exclusions: All products marked as “Final Sale”, personalized items, and custom-made products are non-returnable and non-refundable. No return requests will be accepted for excluded items under any circumstances.

2 Exchange Policy

We do not support direct product exchanges at this time. If you need to change the items,  please place a new order for your desired product and submit a standard return request for your original order within 30 calendar days of delivery confirmation.

3 Standard Return Procedure

Please follow the official step-by-step return process for all eligible returns:

 

• Initiate Return Request: Send a formal return application email to our support team at popolandfifi@gmail.com, including your full order number and detailed information of the items you wish to return.
• Receive Pre-Paid Return Label: Eligible customers located in the United States and Canada will receive a pre-paid return shipping label via email after our team reviews and approves your return request.
• Ship Return Items: Securely package all items (original packaging is highly recommended) and drop off the package at the designated carrier location specified on your return label.
• Inspection & Refund Processing: Our quality team will inspect all returned items within 3–5 business daysupon receipt. Once your return is approved, the refund will be processed to your original payment method. Please allow an additional 5–7 business days for the refund funds to reflect in your bank or payment account, subject to financial institution processing schedules.

4 Damaged, Defective or Incorrect Items

If you receive items that are damaged, defective, or incorrect due to our shipping or fulfillment error, please contact our customer support team at popolandfifi@gmail.com within 7 calendar days of delivery. Please attach clear photos or videos of the faulty items and provide your order number for verification. We will resolve the issue with a replacement, partial refund, or full refund based on the actual situation.

5 Special Terms for Canadian Orders

All import duties, customs taxes, and carrier handling fees charged by the Canada Border Services Agency (CBSA) or third-party logistics providers are customer borne and non-refundable under all circumstances.

For returned Canadian orders, we only refund the pure product price. Original shipping fees will only be refunded if required by local consumer laws and the return is caused by our official fulfillment error. All cross-border customs fees, taxes, and incidental charges are excluded from refund scope.

6 Contact Information

If you have any questions regarding our shipping, return, or refund policies, please feel free to reach out to our support team via email: popolandfifi@gmail.com. We will respond to all valid inquiries within 1–3 business days.

All shipping policies comply with cross-border e-commerce trade regulations and payment platform compliance requirements. We reserve the right to update and adjust the shipping policy without prior notice, and the latest version shall prevail on the official website.