Shipping & Returns

All items are genuine with tags.

Shipping

  • Free shipping: By Australian Post Parcel post, deliver may takes 1-7 days after shippment. Free shipping minimum oder amount starts $99 for VIC,$120 for NSW,ACT,SA, and $140 for Other areas. (Delivery policy may change, and Pokeke reserves final interpretation rights.)
  • Flat Rate Shipping:For orders under free shipping minimum amount will be charged by postage.
  • Self Collection:Collect your order from city of melbourne (605 St Kilda Road, Melbourne, VIC,3004).

    For customers choosing self-pickup, the relevant email will be sent within 48 hours.

    For other questions, please contact us from E-mail or Wechat.Gmail:pokekes2024@gmail.com 

Shipment Confirmation & Order Tracking:

  • Shippment usually process in 48 hours. You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 48 hours.

Customs, Duties, and Taxes:

  • Our website is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages:

  • Our website is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
  • Please save all packaging materials and damaged goods before filing a claim.

Warranty Returns and Repairs：

  • We do not accept return or exchange because of change of minds.
  • We only accept return or exchange for damaged products. 
  • To initiate a return, please contact our customer service at info@pokeke.com.au with your order number and reason for return. 

Refunds:

  • Once we receive your return, we will inspect the item(s) and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. Please note that it may take some time for your bank or credit card company to process and post the refund.
  • For products that were shipped with free shipping, the original shipping cost will be deducted from your refund.

Exchanges:

  • If you need to exchange an item for the same product, please contact us at info@pokeke.com.au. Exchanges only accept for damaged products.

Return Shipping:

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Cancel Item(s) From a Pending Order:

Please contact our team member to assist you to cancel your item(s) on a case-by-case basis.

The credit card processing fee (~3%) is non-refundable on change-of-mind cancellations.

Contact Us:

  • If you have any questions about our Shipping & Returns Policy, please contact us at:Email: info@pokeke.com.au