Refund policy

Return & Refund Policy

Returns
We really hope you love your dress. If it isn't right, you have 14 days from the day it's delivered to start a return.

To be eligible, the dress needs to be unworn, unwashed and in its original condition with the tags still attached. Please try it on somewhere clean and hold off on perfume, deodorant and lotion until you know it's a keeper.

How to start a return
Go to your account, sign in with the email you used at checkout, open your order and select the dress. You'll see your estimated refund before you submit. We'll approve the request within one business day and email you a prepaid UPS return label.

Return shipping
Return shipping is the customer’s responsibility. We send you a prepaid return label and $12 is deducted from your refund, no matter where you’re shipping from. There’s no restocking fee.

If your dress arrived damaged or we sent the wrong print or size, that's on us. Email hello@pocketive.com with your order number and a photo instead of using the account page, so we can send a free label and make it right.

Refunds
Once your return arrives and we've looked it over, we'll refund your original payment method within 5-10 business days. Your bank or card may take a few more days to post it. Outbound ground shipping was free, so there's nothing to refund there. If you paid for expedited shipping, that is not refundable.

Exchanges
We do not offer exchanges. Our runs are small and sizes sell out, so we can't hold one for you. If you need a different size or print, place a new order for the one you want and return the first dress.

Cancellations
Changed your mind? You can cancel your order from your account within one hour of placing it. 

Pre-order Cancellations
Pre-orders can be cancelled for a full refund any time before your dress ships. Email hello@pocketive.com with your order number and we'll take care of it. Once it ships, our standard return policy applies.

Gift cards
Gift cards never expire and there are no fees. They aren’t refundable and can’t be exchanged for cash, with one exception: if your balance drops to $5 or less, text or email us and we’ll pay out the remainder. If you return a dress you bought with a gift card, the refund goes back onto the card. Gift cards can’t be used to buy more gift cards.

Market and pop-up purchases
Dresses bought in person follow the same policy, with 14 days from the date of purchase. Email hello@pocketive.com with a photo of your receipt and we'll send a prepaid label, or bring it to our next event.

Questions
Email hello@pocketive.com. A real person answers.