RETURNS
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
- Log in to your customer account by visiting pooleshopcharlotte.com. Customers must have an account to create a return shipment. If you place an order as a guest, you must register with the same email address to convert your guest account into a customer account.
- Next, navigate to My Orders, and click View for which order you would like to see.
- Scroll to the bottom and click the Return Orders
- Fill out the prompted return form by choosing the item you’d like to return and adjusting the quantity on the right-hand side.
- Click Send to submit your return request. If you have not received a response within 2 business days from our team, please reach out to: [email protected].
- Returns should be shipped to: Poole Shop, 4010 Sharon Road, 2nd Floor, Charlotte, NC 28211. (Customers are responsible for the cost of return shipping.)
- Once the item(s) are received back to our store location and policy criteria are met, we will process your 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.
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 [email protected].
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 [email protected] for any further questions.
