Refund policy

Refunds & Store Credit:
Please note that refunds will not be issued to the original payment method under any circumstances. All approved returns will be issued as store credit only. Gift cards are single-use only and are non-returnable/non-refundable.

Order Cancellations & Changes:
Once an order is placed, cancellations are not possible. If you need assistance with changing your address or have any concerns, please contact our customer service within 24 hours of placing your order. We are not responsible for any exchanges if you ordered the wrong item or size. Thank you for your understanding and support! 

Return Information & Eligibility:
We completely understand that you may change your mind about a purchase, and that’s absolutely okay! If you decide to return an item, kindly note that return fees will be the customer’s responsibility. We do cover carrier charges as determined by the shipping provider. We truly appreciate your understanding and are always here if you have any questions or need assistance. :)

To be eligible for a return, please email our customer service at ponceretailer@gmail.com within 48 hours of receiving your item(s). Include the following information:

  • First and last name
  • Order number
  • Reason for return
  • Product name
  • Photo of the item or defect

Items reported after 48 hours of the posted delivery date or showing evident physical wear or tampering will not be accepted for review.

Return Conditions:

  • Items must be unused, unworn, odor-free, and in the same condition as received.
  • Must be returned in the original packaging with tags intact.
  • Items with stains, damage, or signs of wear and tear will not be eligible for return and will be sent back to the customer.
  • By returning items to us, you automatically accept our terms & conditions.

We implement these rules to ensure our customers never receive previously worn or tried-on clothing from another customer.

Non-Eligible Items for Return:

  • Only regular-priced items are eligible for store credit if approved.
  • No exchanges are processed.

    However, we can definitely process a return and issue store credit, allowing you to repurchase the same style in a different size if you wish.

  • Items purchased during a sale or any personalized/custom-made products are final sale and cannot be returned.

Return Timeline & Processing:

  • All approved returns must be sent to our return address within 8 days of receiving the item(s).
  • Once we receive your return, we will begin the confirmation and inspection process.
  • Due to high volumes, we kindly request up to 21 business days to complete the confirmation and inspection after receiving returned items.
  • Once inspected and approved, store credit will be emailed to you.
  • Store credit will not be provided if the returned item does not meet our return criteria.
  • Customers will be notified via email regarding the status of their return.

Shipping Fees:

  • Shipping fees from the original purchase are non-refundable.
  • Return shipping costs will be deducted from your store credit.

Non-Approved Returns Policy:
Returns sent without a valid return authorization or not using our provided shipping label will not be accepted. Non-approved returns will either be kept without issuing store credit or returned to you at your expense.

If we receive a non-approved return, we will not inspect the item and will send it back to the sender at their expense. Please follow our return policy to avoid any inconvenience.

Contact Information:

  • Customer Support: ponceretailer@gmail.com

We respond to all inquiries during our business hours, Monday-Thursday, 9 AM - 2 PM. Our average response time is 24-72 hours.

Thank you for your understanding and support!