Shipping & Returns
We’re continuing to ship all orders as quickly as possible, both to the UK and EU, however due to significant strain on our carrier partners, we are currently experiencing longer than usual delivery times. We apologise for any delay.
Shipping Information
We aim to dispatch all orders within 72 business hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. We cannot guarantee an exact delivery date and your goods may take longer to be dispatched if the goods you have ordered are not in stock at the time of placing your order or they are to be dispatched to an address outside of the UK. Once the courier has collected the item, we cannot guarantee any delivery date. Please note that in certain areas of the UK and Europe, only a limited range of delivery services is available. We will endeavour to dispatch your order as quickly as possible but we cannot be held responsible for delays as a result of remote delivery locations or weather conditions.
We shall endeavour to deliver the product to you as soon as possible after you place your order and in any event within 30 days (beginning on the day after the day you place your order) unless you have agreed to a later delivery date. If we are unable to deliver the product within that time we will email to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund. All new orders are deemed separate and each is treated individually .
Postal charges payable for goods dispatched in the UK will be notified to you in the confirmatory email. Deliveries outside of the UK may be subject to import taxes and additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount. POET-LAB is not responsible for any delays caused by the destination customs clearance processes.
Title of the goods shall pass to you at the time payment for the goods is received by us in full. When your order has been shipped, we will send you a dispatch e-mail containing your tracking number as well as an estimate delivery time. A signature will be required upon delivery of your order. Risk in any product ordered will pass to you upon dispatch of your order.
A signature will be required upon delivery of your order. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery. When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect packages once an order has been processed.
We are unable to deliver to PO Box addresses.
We currently ship to:
Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kuwait, Lebanon, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Northern Ireland, Norway, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Slovenia, Slovakia, Sweden, Switzerland, Turkey, U.A.E., Ukraine, United Kingdom, USA,
Prices displayed on POET-LAB do not include delivery charges or customs clearance duty. You will be charged a delivery fee based on the destination country chosen when placing an order.
Delivery Times:
Delivery times are estimates and start from the date of shipping. Please note that in some areas of the UK and Europe there is a limited range of delivery services available. We will endeavour to send your order out as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions.
As we are exporting from the UK, all non-UK customers will be subject to import duties and import taxes and may be subject to local sales taxes which are not included at checkout and must be covered by the customer.
POET-LAB cannot be responsible for any additional sales taxes placed on your delivery. Please note that deliveries to most of Europe may be subject to customs delays outside of our control. We cannot be responsible for any customs or import charges placed on your delivery.
Please contact press@poet-lab.com for any further information.
Returns & Exchanges
When you place an order with us on POET-LAB.COM , we don’t provide return or exchanges due to the handmade product and limited editions.
Items should be returned, unused and with all garment tags still attached. Our boxes are considered to be a part of the product and must be returned with the item(s). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
Please note, Items should not be returned to us without prior notice. All return requests should be submitted through an email to press@poet-lab.com where full details will be given. Refunds are issued within 30 days of us receiving your returned item(s).
It is the customer’s responsibility in returning all unwanted item(s) and to cover all shipping and duty costs. Poet-lab advises that all returns are sent by recorded post to ensure the safe arrival of all goods and that shipping documentation is retained in case of dispute. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We cannot be responsible for any loss for any item(s) you have chosen to send to us yourself that become lost or missing. Please email press@poet-lab.com if any of your purchases have been delivered without garment tags.
Any packaging and trims such as instructions, authenticity cards, dust bags, postcards and other tags should be included with your return.
Refunds will be credited to the purchaser’s original method of payment. Original shipping charges will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency as purchase. Due to fluctuations in currency rates the amounted refunded may be slightly higher or lower than the price originally paid. On receipt of return, we shall process the refund as soon as possible. We estimate that refunds will be made by the provider of your payment method within 7-10 working days. Please retain your shipping note until you have received your refund.
Excluded Items
Items that have been made to your specifications or clearly personalised are non refundable.
POET-LAB
Suite 1150
Unit 3A,
34-35 Hatton Garden,
Holborn,
London
EC1N 8DX
United Kingdom
Faulty Items
Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Also please note, POET-LAB differences among garments are to be considered a peculiarity and not a fault. If you would like to exchange your item, please be aware that we can only replace it for the same product in another size, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund. Every effort has been made to ensure the colours of each product are displayed as accurately as possible. However, as computer models and screens may vary, we cannot guarantee that your monitor’s display of colour is completely accurate. Please contact press@poet-lab.com for assistance.
CANCELLING YOUR ORDER
If you are based in the UK or EU, you have the right to cancel your order with us under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , but need to notify us of your decision to do so within 14 days from the day after the day on which you receive the last item in your order.
To exercise the right to cancel, please inform us by email to: press@poet-lab.com
On receipt of your notice of order cancellation, we will contact you with return instructions.
Item(s) returned to us without prior notification will not be refunded.
Item(s) must be received in our warehouse, from the original shipping country within 14 days of you being sent the returns details. Please note that you must cover the cost of the return shipment. We also recommend that you use a secure, trackable means to return your order to us at the above address, and you retain proof of sending, in case of a dispute.