CHANGE OF MIND
PokéBox does not offer refunds for change of mind.
RETURN TIME-FRAMES
All returns & refunds must be requested within 7 days of receiving your order.
FAULTY OR DAMAGED PRODUCTS
PokéBox will only issue refunds or exchanges for defective, damaged or if the incorrect item was received. A minor packaging flaw that doesn't affect the item itself is not considered a defect or damage and is not subject to a refund or exchange.
REFUNDS OR EXCHANGES ON CUSTOM DESIGN SHOES
There will be no refunds or exchanges for custom shoes unless damage or defective on arrival. All shoes are painted to order so are made specially for you. Please ensure you are ordering the correct US size of shoe to ensure the fit (Unless provided by you). All of our shoes are sourced directly from certified retailers or from Nike directly (Air Force 1's)
In relation to the complete custom design once you have approved your design the design will be final and cannot be amended once the painting has begun.
All shoes and works are prepaid for in full and are non-refundable once painting has begun, this usually occurs within 1-3 days of payment being received.
HOW TO APPLY FOR EXCHANGE OR REFUND
If you believe your item is defective or is the wrong item, you will need to:
Contact us via email or via our socials with photos of the item, packaging and your order number within 7 days of receiving your order.
The PokéBox team will then review your request and will notify you of the outcome within 24hours, if a refund or exchange has been approved, we will provide you with a postage label for you to send the item back to us via AusPost.
Upon receiving your returned product, a final review will be conducted and we will provide you with the option of exchange or refund once approved.
In the event of an Exchange, we will provide you with a coupon code with the same dollar value of the returned item along with the amount of postage fee. (example: if the returned item is $15.00, we will provide a coupon with $25 to cover postage)
All refunds will be done in the same manner and currency (exchange rate will be at the time of refund, PokéBox is not liable for any variation in amount refunded due to exchange rates.) as you have paid.
CREDIT CARD REFUNDS
Refunds will be sent back to the same card that was used, refunds can take up to 30 days to reflect on your statement.
PAYPAL REFUNDS
How a refund is credited depends on how the original payment was made:
If you paid with your bank account (eCheck or Instant Transfer) or PayPal balance, the money will go back to your PayPal balance.
If you paid by credit card, the money will go back to your card. It can take up to 30 days for the refund to show up on the card statement.
Refunds are issued in Australian Dollars (AUD) at Paypal’s current currency exchange rate.
REFUND FEES
All shipping costs related to a refund that is a not a result of faulty items/damaged goods, is at the customers expense as well as a 7% admin charge. Refund fees will be used at the discretion of the agent addressing your order
PRE-ORDERS
All pre-orders have a grace period of 3 days from the time of order for a cancellation to be made. All pre orders are non-refundable after the 3 day period has lapsed or if the product has been released internationally whichever is sooner. International release dates are not the Australian Delivery Date.
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