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Shipping Policy

1. Shipping Fee

Shipping fees are calculated based on actual weight, charged in 0.5 kg increments (0.5 / 1 / 1.5 / 2 / 2.5 / 3 kg, up to 6 kg).
For orders over 6 kg, please place the order first and contact us to arrange the most suitable shipping option.

Orders over 100 AUD receive 10 AUD off shipping.
Orders over 200 AUD receive an additional 10 AUD order discount.

Remote areas may incur additional shipping fees.
All orders are shipped via air freight in custom extra-hard gift boxes.

2. Shipping Time

Estimated Shipping Time (Business Days):
Australia: 7–15
New Zealand: 7–12
United States: 7–12
Canada: 10–15
United Kingdom: 6–8
Asia: 4–8

Delivery times may vary by address. Shipping time does not include order processing, which may take 3–5 business days.
Orders with pre-order items may ship once all items are available, unless otherwise requested.

 

3. Order Tracking

  • A shipment confirmation email with tracking details will be sent once your order has shipped.
  • Tracking updates may take up to 2-4 working days to become active.

4. Customs, Duties & Taxes

  • International orders may be subject to customs duties, import taxes, or additional fees, which must be paid by the customer.
  • We are not responsible for any charges imposed during or after shipping.

5. Damaged or Lost Shipments

  • If your order is damaged or lost during shipping, please contact the shipping carrier to file a claim.
  • If you receive a wrong item or an item damaged due to non-shipping reasons, please contact us for assistance.

6. Returns & Refunds

All products sold are 100% authentic brand items.
Due to the nature of licensed products, most items are not eligible for returns or exchanges.

Customers may request actual product photos in the order notes. Orders will be shipped only after confirmation.

After-sales support is provided only in cases of major defects, wrong items, or missing items. (Please reply your order confirmation email)

For any after-sales requests, please reply directly to your order confirmation email.

Shipping fees are non-refundable, except where required by law.

Refund Process

  • Once we receive the returned item, we will inspect it and notify you of the approval or rejection of your refund.
  • If your order qualified for free shipping, the original shipping cost will be deducted from your refund.
  • Return shipping costs are non-refundable, except for defective products.

If you have any questions, please contact us at info@pokeke.com.au.