FREQUENTLY ASKED QUESTIONS

 

DO YOU HAVE ANY STORES?

Sorry, currently we do not have any. We are currently still an online-based store only.

DO I NEED AN ACCOUNT TO ORDER?

Yes, you do. You would need to do a quick register so that it allows you to have a faster way of checkout and payment. You don't have to retype your address every time you want to purchase our products unless you would like to ship it to a different address.

HOW DO I DEFINE MY SIZE?

Please click here for our size guide. However, most of our products are available in All Size (it fits from size S to M). Depends on the product, we might have sizes. We have notified on the product page if is available in various sizes.

DO YOU SHIP TO MULTIPLE ADDRESSES?

Yes, we are able to ship to different address. However, you would need to make seperate order should you need to send to 2 or more addreses.

ARE YOUR ITEMS READY STOCK?

Yes, they are all ready stock.

DO YOU SELF MANUFACTURED THE ITEMS?

Yes, we do. We manufactured our products exclusively for our brand.

I HAVEN’T GOT MY ORDER AND IT HAS BEEN LATE FOR SEVERAL DAYS. WHERE IS MY ORDER?

 We are sorry about the delay that may occur, However, to avoid misccomunicaton, please kindly email us at contact@pozo-official.com. There might be possibility of delay caused by the shipping courier, but we will try to help you as much as we can. Note that if your order is sent during public holidays or weekends,  there may be some delays.

I HAVE RECEIVED MY PACKAGE. UNFORTUNATELY THERE IS SOME DEFECT IN THE PRODUCT. WHAT SHOULD I DO?

We apologize for our mistake, and please kindly email us to contact@pozo-official.com, and we will give you instructions to return it to us.All shipping fees will be paid by us (both returns and sending it back).

THE GARMENT I RECEIVED DOES NOT FIT ME WELL (IT IS TOO BIG OR IT IS TOO SMALL). WHAT SHOULD I DO?

 Don't worry, you can exchange it other size that is available. Should it belong to the category all size, you might wanna change it to other products, because we do not have refund policy. Please refer to our return and exchange page for further procedure.

 DO YOU ACCEPT RETURN AND EXCHANGE?

 Yes, we do accept return and exchange. Please refer to our return and exchange page for further procedure.

 CAN I EXCHANGE OR RETURN SALE (ITEM)S?

We are sorry, but you can't, sale items are not refundable or exchangeable, except if there is any defect in our item.

IS MY INFORMATION KEPT AS CONFIDENTIAL?

Yes, we keep all of our customers data as highly confidential. We will not disclose it to any other parties.

DO YOU MAKE RESTOCK ON SOLD OUT ITEMS?

Yes, we might have restock items. Should you have any preference on certain product please klik notify me and leave your contact for us to inform you when the items are back in stock. 

CAN I DO THE PAYMENT WITH CREDIT CARD?

We apologize, we are not able to receive credit card payment at the moment. We only accept bank transfer.

DO YOU SHIP INTERNATIONALLY?

Yes, we do. We use DHL for shipment, however, shipping fee will be fully covered by customer.

CAN I TRACK MY ORDER?

Yes you can. Kindly email us at contact@pozo-official.com and we will check it for you.

CAN I ADD ITEMS AFTER I CHECKED OUT?

Unfortunately you can’t. Because once you checked out, your order is recorded. If you want to add items, kindly make a new order and notify us via email contact@pozo-official.com , or you may want to whatsap or line to combine your shipping.

HOW LONG CAN I GET MY ORDER?

After you order, transfer, and confirm your payment, we will process the order the NEXT DAY / in 24 hours.

Note that process is only checking the payment, preparing and delivering the goods to the shipping company. After that, the shipping company needs certain amount of time to deliver it to you, varies from 1-3 days for domestic and 3-8 days for international deliveries.

In short, from confirmation time the order will arrive earliest in 3 days. For more info, click "Shipping Policy" section at the bottom of the page.

CAN I GET MY ORDER AT THE EARLIEST

If you would like to get your order within 2 days, please choose fast shipping upon check out.

I MADE AN ORDER BUT I FORGOT TO CHECK OUT AND THE ITEMS THAT I WANT ARE OUT OF STOCK. CAN I ORDER THOSE ITEMS AGAIN?

If you haven’t checked out, your order has not saved in our system, so you can’t order those items again unless it’s back in stock.