Frequently Asked Questions (FAQ)

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.