Ordering and Payment
Q: How do I place an order?
A: To place an order, simply browse our website, add the products you wish to purchase to your cart, and follow the checkout process.
Q: What payment methods do you accept?
A: We accept all major credit cards, debit cards, Cash on Delivery and net banking.
Q: Is my personal and payment information secure?
A: Yes, our website uses SSL encryption to ensure that your personal and payment information is secure.
Shipping and Delivery
Q: What is your shipping policy?
A: We offer free shipping on all orders above a certain amount. For orders below that amount, a shipping fee will be charged.
Q: How long does shipping take?
A: Shipping typically takes 2-7 business days, depending on your location.
Q: Can I track my order?
A: Yes, you will receive tracking information via email once your order has shipped.
Returns and Refunds
Q: Can I return a product?
A: Yes, you can return a product within a certain time frame. Please see our return policy for details.
Q: How do I initiate a return?
A: To initiate a return, please contact our customer service team via email at hello@pookiekids.com.
Q: When can I expect a refund?
A: Refunds are typically processed within 3-10 business days of receiving the returned product.
Product Information
Q: How do I select a variant/ colour/ theme to order?
A: Please refer to our variant/colour/ theme chart, which can be found on each product page.
Q: What if I receive a defective product?
A: If you receive a defective product, please contact our customer service team and we will replace it or provide a credit coupon.
Q: Can I cancel or change my order?
A: Please contact our customer service team as soon as possible if you need to cancel or make changes to your order.
Account and Login
Q: Do I need to create an account to place an order?
A: No, you can place an order as a guest. However, creating an account can make future orders easier and faster.
Q: How do I reset my password?
A: To reset your password, please click on the "Forgot Password" link on the login page and follow the instructions.
Q: How do I update my account information?
A: To update your account information, please log in to your account and click on the "Account" link.
Miscellaneous
Q: How do I contact customer service?
A: You can contact our customer service team via email, phone, or through our website's contact form.
Q: What are your business hours?
A: Our business hours are Monday-Friday, 9am-5pm.
Q: Do you offer any discounts or promotions?
A: Yes, we occasionally offer discounts and promotions. Please sign up for our newsletter or follow us on social media to stay informed.